Frequently Asked Questions
Delivery charges
Returns Procedure
Returning Faulty Worn Product Procedure
Cancelling or changing an order
Shoes out of stock
Payment methods
How to place an order on the Website
Ordering by telephone
When will I be charged for my order?
How long does delivery take?
Who will deliver my parcel?
Where is my order?
Can I nominate a date or time for delivery?
What if I am at work when the courier tries to deliver?
I have a comment or problem regarding the website
Delivery charges:
Delivery to UK mainland addresses
All our products are available for delivery within the UK. All orders will be sent via Royal Mail or Business Post. Please allow 3-5 working days for UK Standard delivery at £2.99 but for Next Day delivery by 1pm choose Royal Mail Next Day delivery at £5.99 (for orders placed by 3pm Monday to Friday).
Please note that Standard Delivery times are approximate and are not guaranteed. We will make every effort to get your items delivered within the timescales quoted above, However, Royal Mail Next Day delivery @£5.99 will be delivered by 1pm the following day (for orders placed by 3pm Monday to Friday).
Returns Procedure
We want you to be completely satisfied with your new purchase from us. Perhaps they were not what you were expecting, they didn’t fit, didn’t match your outfit or aren’t as ordered. If for any reason you’re not happy with your items you can return them to us, unworn, in their original packaging within 14 days for a refund or exchange.
All items must be returned using the returns section in the "My Account" section of the website. Please follow the instructions carefully and send the items via the Post Office using the special returns label which must be printed and attached to the parcel. We will deduct £2.99 from each credit given to cover the returns postage charge. Once we have received the goods into our warehouse they will be quality checked and a refund made to the original card used to purchase.
Simply print off the returns form and send them back to us via the Post Office.
Once we receive the shoes back, we will immediately refund the full value of the shoes or send out the correct item should you still require them.
To return goods simply follow the instructions below:
1. Click on ‘my account
2. Enter your e-mail address and password
3. Find the relevant order and click "returns"
4. Select the item to be returned
5. Select reason for return
6. Print 2 copies of the returns form (please retain one copy for your records)
7. Cut around returns label and attach to parcel
8. Place top section of returns note inside your package
9. Take to any Post Office counter.
You will not be charged by the Post Office. We will deduct £2.99 from each credit given to cover the returns postage charge.
Please make sure that you get a receipt when you post your shoes back to us. If the shoes are lost and you do not have a receipt, regrettably we shall be unable to process a refund.
If you need any further help please contact our Customer Care Team on returns@moshulu.co.uk or telephone 01404 540789 (Monday-Friday 9-5)
Returning Faulty Worn Product Procedure
If you believe that, after wearing, your shoes appear to be faulty, please contact our Sales team on 01404 540789.
We will provide you with an authorisation code. This code must be obtained before we can accept faulty returns into our warehouse.
When we receive the goods we will inspect them & contact you as soon as posible.
This is not limited to 14 days; please contact our customer service team for more information. If the shoes are found to be faulty after inspection, we will refund you for the order in full.
Cancelling or changing an 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 email sales@moshulu.co.uk or telephone 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, 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 proceedure above).
Shoes out of stock
We pride ourselves in keeping our stock details up to date, however, In the unlikely event that the goods ordered are not in stock your monies will be refunded immediately and confirmed by e-mail.
Payment methods
We accept payment using either of the following payment credit / debit cards - Visa, Mastercard
Unfortunately we unable to accept any other payment methods at this time.
How to place an order on the Website
1. Click on gender/category from header options, this will take you to next page
2. Click on category from left hand menu, this will take you to your selection
3. Click on product image selected, this will take you to a detailed description of that product. You will also see related products that may be of interest to you
4. Click grid below to select your choice of colour/size, this will take you to your bag
5. If you require another size / colour of that product, simply click on the image within your basket to return to that product.
6. From within your shopping basket, click either "proceed to check out" or "continue shopping". This will take you back to the home page – or onto checkout.
7. At checkout page If you are already registered with moshulu.co.uk enter your email address and moshulu password and proceed. (If you forget your password you can request a new one to be emailed to you by clicking on the ‘Forgotten Password’ link on the sign in page.).
8. If you have not registered, simply complete the "New Customer" section
9. Complete payment instructions and select delivery option - Please ensure that someone will be available to accept your delivery at your selected delivery address
10. Confirm purchase
Ordering by telephone:
To order by telephone please call our Customer Care team on 01404 540789 who will take your details over the telephone. Please have as much information available about the product as possible.
When will I be charged for my order?
We will process your card payments once all details have been completed and you click the final "Confirm Order" button.
How long does delivery take?
Standard delivery normally takes 3-5 working days
Next Day delivery will be delivered by 1pm the next day for orders placed by 3pm Monday to Friday.
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.
Our Customer Care Team lines are open Monday to Friday 9.00 a.m. – 5.00 p.m. on 01404 540789
Who will deliver my parcel?
We use Royal Mail to deliver the majority of our orders, with Business Post delivering larger consignments.
Where is my order?
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 e-mail our Customer Care Team sales@moshulu.co.uk or telephone 01404 540789 (Monday-Friday 9-5)
Can I nominate a date or time for delivery?
Unfortunately we cannot specify a precise time for orders to be delivered. However, if you select the "Next Day" delivery option @ £5.99, your parcel will be delivered by 1pm the Next day for orders placed by 3pm Monday to Friday
What if I am at work when the courier tries to deliver?
You can request delivery to be made to your workplace. If this is not possible and if you are not in when the goods are delivered, the driver will leave a card through your door. If the goods have been sent via Business Post you can call them and arrange a re-delivery. For items despatched via Royal Mail, the goods will have been taken to your local post office with instructions to collect them on the card.
I have a comment or problem regarding the website
If you have a technical query, please contact webmaster@moshulu.co.uk with the details.
