Frequently Asked Questions

Ordering

Can I have my order delivered overseas?

While it currently isn't possible to arrange delivery to overseas addresses on the website, we will be happy to take your order by phone - please call our customer care team on (+44)1404 510440 and select option 2,
between 0900 and 1700 (UK time) Monday-Friday. You can also send us a message with your enquiry.

Shipping prices vary depending on items and destination, so if you'd like us to quote before you order, simply contact us with your order details. We can accept payment by Visa, Mastercard or Maestro over the phone, or by a direct payment to our Paypal account.

Will the item be the exact colour shown on the website?

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; colours can also display differently on different screens.

How can I cancel or change my order?

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 0844 846 8585 (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 dispatched – in which case you can just send the shoes back to us for a refund (by following the returns procedure detailed here).

How do I place an order on the website?

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.

How do I have my order delivered to a store?

To use our free Click and Collect service, simply choose the blue "free click & collect in-store" button on your shopping basket. Alternatively, on the second stage of the checkout, choose a store from the drop-down list in the blue box.

For our full Click and Collect FAQs, please click here.

Can I order by telephone?

If you prefer to order by phone, please call 0844 846 8585 and select option 1 for Sales. Lines are open 8am-10pm Mon-Sat, 9am-10pm Sun.  Please have ready the name of the product you'd like to buy, along with your credit or debit card details.

Do you have a land line phone number?

We use a non-geographic telephone number in order to ensure that calls are directed to the correct department and are answered as quickly as possible, including outside our office hours.

However, if you prefer, you may call us on 01404 510440 and select option 1 for sales or 2 for customer services.

Payment

What is Verified by Visa / Mastercard SecureCode?

'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.

What payment methods do you accept?

We can accept payment by Visa, Visa Debit (Delta), Mastercard, Maestro, Visa Electron, or by Paypal.  We regret that we are unable to accept payment by American Express or by cheque.

Can I pay with a non-UK debit/credit card?

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.

When will I be charged for my order?

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

When will I be charged for my Click and Collect order?

As with a normal website order, your card will be charged at the time that you confirm your order online. In the event that you should decide not to collect your order from the store, please contact us so that we can cancel your order and arrange a refund.

Returns

Why is my order number not recognised on the returns page?

If your order number is not being accepted on www.moshulu.co.uk/returns, or if you ordered by telephone without giving an email address, please contact us to request your returns form and free posting label.

What is your returns procedure?

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.

What if my item is faulty?

Please view the Faulty Returns section on the Returns page.

Can I return my item to a store?

Yes, you can now return a purchase made on our website to any of the stores listed here.

Please ensure that you take your yellow invoice as proof of purchase, or we will be unable to process your refund. Don't forget to check the store opening hours before making a special trip.

How do I return a Click & Collect purchase?

You can return a Click and Collect order in exactly the same way as a normal website order - either via our free postal returns service, or through one of our stores.  Please click here to find out more about returns.

The Website / My Account

How can I change my personal details or email address?

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.

Who can I contact about a problem with the website?

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 2 working days.

Can I send you an email rather than use the contact form?

We use a contact form to ensure that all messages make it through our spam filter and are directed to the correct inbox; however, if you prefer to email directly, our address is customer.services@moshulu.co.uk.

Do you have a land line phone number?

We use a non-geographic telephone number in order to ensure that calls are directed to the correct department and are answered as quickly as possible, including outside our office hours.

However, if you prefer, you may call us on 01404 510440 and select option 1 for sales or option 2 for customer services.

Delivery

How does Click and Collect work?

Our Click and Collect service allows you to have any order delivered to a Moshulu store, with no delivery charge. When your order arrives at the store, we will notify you by email (and optionally by SMS).

For our full Click and Collect FAQs, please click here.

Can I have my order delivered overseas?

While it currently isn't possible to arrange delivery to overseas addresses on the website, we will be happy to take your order by phone - please call our customer care team on (+44)1404 510440 and select option 2, between 0900 and 1700 (UK time) Monday-Friday. You can also send us a message with your enquiry.

Shipping prices vary depending on items and destination, so if you'd like us to quote before you order, simply contact us with your order details. We can accept payment by Visa, Mastercard or Maestro over the phone, or by a direct payment to our Paypal account.

What are your delivery charges?

All orders will be sent via Royal Mail.
You can choose between 2-3 Working Day* (Standard) delivery @ £3.99 and Express Delivery (next weekday) @ £5.99.  Please see the Delivery section for full details.

*Working Day means Monday to Friday. Royal Mail may, at their discretion, delivery on Saturdays, but we cannot guarantee this.

Do you charge delivery for each item on an order?

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.

Where do you deliver to?

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.

While it currently isn't possible to arrange delivery to overseas addresses on the website, we will be happy to take your order by phone - please call our customer care team on (+44)1404 510440 and select option 2,
between 0900 and 1700 (UK time) Monday-Friday.  Shipping prices vary depending on items and destination, so if you'd like us to quote before you order, simply
contact us with your order details.

How long does delivery take?

Orders placed before 3p.m. Monday to Friday with 2-3 Working Day (Standard) delivery will be delivered within 5 working days* to most areas of mainland Britain, excluding the Scottish Highlands.

Orders placed before 3p.m. Monday to Friday with Express Delivery will be delivered the next working day* to the majority of UK addresses.

We endeavour to dispatch all orders on the working day that the order is received, as long as you order by 3pm. We will inform you by email when your order has been dispatched. 

*Working Day means Monday to Friday.

Do you deliver on Saturdays?

Royal Mail may, at their discretion, delivery on Saturdays, but we unfortunately cannot guarantee Saturday delivery.  Items ordered before 3pm on a Friday with the Express Delivery service will be delivered no later than following Monday.

Who will deliver my order?

We use Royal Mail to deliver all of our orders.

Will I have to sign for my parcel?

A signature is not required upon delivery.  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.

Where is my order?

If your order has not arrived within the time expected, please get in touch.

Can I nominate a day or time for delivery?

Unfortunately we cannot specify a precise time for orders to be delivered. However, if you select the Express Delivery option @ £5.99, your parcel will be delivered by 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 no later the following Monday, though Royal Mail may, at their discretion, deliver on Saturdays.

What if I am at work when the postman tries to deliver?

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 your parcel in a safe place for you; otherwise, a card will be left and you can either telephone Royal Mail to arrange redelivery (free of charge) or you can collect from your local delivery office.