Frequently Asked Questions

'Verified by Visa' and 'Mastercard SecureCode' are the respective card issuers' names for the 3D Secure online payment card authentication scheme.  3D Secure offers increased online security, protecting both the shopper and the retailer.

When you pay, you will be asked to enter a password known only to you and your bank.  If you have not previously registered to use 3D Secure with your card, you will be asked to enter a few security details and to choose a password.  The details entered on the 3D Secure form cannot be viewed either by Moshulu or by our website hosts - they are sent over a secure channel between you and your bank.

If you wish to know more about Verified by Visa or Mastercard SecureCode, please contact us or your card issuer.

If you did not create an account when you purchased, you will need to do so if you wish to return an item.  It's very simple - just go to www.moshulu.co.uk/account , click Continue under 'Not Yet Registered?", enter your name, email address and choose a password, and click Sign Up. You'll then be able to access your order history and return an item.

We want you to be completely satisfied with your new purchase from us. If for any reason you’re not happy with your items you can return them to us, unworn, in their original packaging within 28 days for a refund of the amount you paid for the item (excluding P&P, unless faulty). 
You can view the full returns procedure here.

All orders will be sent via Royal Mail.
You can choose between 1-3 Working Day* (Standard) delivery @ £3.99 and Next Working Day* (By 1p.m.) @ £5.99. Please note that the Next Working Day service requires goods to be signed for, and exceptions apply for certain areas. Please see the Delivery section for full details.

*Working Day means Monday to Friday. Items ordered before 3pm on Friday will be delivered the following Monday.

Our delivery charges are per order, not per item. You can order as many items as you like on one order, and only pay one delivery charge.

However, if you were to order two items across two separate orders, you would have to pay two delivery charges.

All our products are available for delivery within the UK, the Isle of Man and the Channel Islands. Delivery times may vary for certain areas.  We do hope to be able to deliver internationally soon - please watch this space.

Orders placed before 3p.m. Monday to Friday with 1-3 Working Day (Standard) delivery will be delivered within 3 working days* to most areas of mainland Britain, excluding the Scottish Highlands.

Orders placed before 3p.m. Monday to Friday with Next Working Day (By 1p.m.) delivery will be delivered before 1.p.m. on the next working day* to 99% of UK addresses. You can view a complete list of guaranteed timescales on the Royal Mail website.

We endeavour to despatch all orders on the working day that the order is received. We will keep you informed by email once we have processed your order, and again once your order has been despatched. 

*Working Day means Monday to Friday. Items ordered before 3pm on Friday will be delivered the following Monday.

Due to charges levied on us by Royal Mail, we regret that we do not deliver on Saturdays.  Items ordered before 3pm on a Friday will be delivered the following Monday.

We use Royal Mail to deliver all of our orders. Please note that if you choose the Next Working Day by 1pm service, your parcel will require a signature upon delivery.

If you select Standard delivery, No.  If you are out, your postman may, at their discretion, leave the parcel in a safe place for you and should leave a card to let you know where to find it.

If you select Next Day by 1pm Delivery, Yes. We recommend providing a workplace delivery address if you are going to be out during the day. If the postman is unable to obtain a signature, a card will be left and the parcel returned to your local post office.

For every order despatched an e-mail will have been forwarded to you giving the tracking number of your parcel, together with a link to the courier’s website where you can trace its progress.

For further information about your order please get in touch.

Unfortunately we cannot specify a precise time for orders to be delivered. However, if you select the Next Working Day* (By 1p.m.) delivery option @ £5.99, your parcel will be delivered by 1p.m. the next working day* for orders placed by 3pm Monday to Friday. 

*Working Day means Monday to Friday. Items ordered before 3pm on Friday will be delivered the following Monday.

You can request delivery to be made to your workplace - just provide the delivery address when you checkout. If this is not possible and if you are not in when the goods are delivered, your postman may, at their discretion, leave a Standard Delivery parcel in a safe place for you. For items despatched on Next Day by 1pm Delivery, the goods will be taken to your local post office and a card will be left to advise you.

Every care has been taken to use images that most accurately reflect the actual colour of our products. However, this is not an exact science and slight variations may occur.

Please view the Faulty Returns section on the Returns page.

Orders are normally despatched within a few hours of receipt during working hours (Monday - Friday 9-5). 

To cancel or change orders please contact our Customer Care Team by telephone on 01404 540789 (Monday-Friday 9-5) as soon as possible with as many details as you have. We will endeavour to cancel your order as requested, but this may not always be possible as the item may have already been despatched – in which case you can just send the shoes back to us for a refund (by following the returns procedure detailed here).

We accept payment by most popular credit and debit cards, or by Paypal.  We regret that we are unable to accept payment by American Express or by cheque.

You can pay with any standard Visa or Mastercard. Our transactions are protected by 3D-Secure, so please enter your 'Mastercard Securecard' or 'Verified by Visa' password when prompted.  Please note, however, we are currently unable to deliver to non-UK addresses.

We will process your card payments once all details have been completed and you click the final "Confirm Order" button.

The "My Likes" function enables to mark and compare items that you're interested in, without having to add them to your basket.  Simply click "Add to My Likes" on any product.  You can view your Likes at the bottom of any product page, or by clicking the button at the top of any page, next to your basket.

1. Find the item you'd like to purchase either by searching (the search box is near the top-right corner of every page), or by browsing using the tabs and categories at the top of the page. From your page of results, click the item you're interested in - this will take you to the relevant product page.

2. Choose a colour from the drop-down menu, then click an available size below. If you are happy with your selection, click 'Add to basket'.

3. If you wish to purchase another item, repeat steps 1 and 2.  If you're ready to checkout, click on My Basket.  You can then choose your delivery option, and click 'Proceed to checkout' when ready.

4. If you're an existing customer, please enter your email address and password under "Already have an account?", and press 'Continue'. If you're a new customer, just enter your email address under "I'm a new customer", and click 'Continue'.

5. Enter your name, phone number and postcode, then click 'Lookup postcode'. Enter the first line of your address, and make any amendments necessary. If you'd like your order sent to a different address, just untick the box "Please delivery my order to this address". Press 'Continue'.

6. If you're having your order delivered to a different address, enter the details now. Otherwise, this step will be skipped.

7. Confirm delivery method and press 'Continue'.

8. Choose a payment method and press 'Continue'. If paying by Paypal, you'll be taken to the Paypal site to complete your purchase.  Otherwise, Enter your card details on the following screen.

9. Tick the box to accept our T&Cs, then click 'Place my Order'. That's it!  Your shoes should be with you soon.

Simply click on "Your Account" near the top-right corner of any page. If you are not already logged in, please enter your email address and password.  You'll then see your account overview screen, from where you can choose "Edit Details/Change Password" or "Manage Addresses" to update your details.

If you prefer to order by phone, please call our Customer Care team on 01404 540 789.  Please have ready the name of the product you'd like to buy, along with your credit or debit card details.

Please visit the Contact Us page and submit your comments to us. A member of our team will get back to you as soon as they can, normally within 1 working day.