Frequently Asked Questions
Do you take Maestro cards?
What are your delivery charges?
Where do you delivery to?
How long does delivery take?
Who will deliver my parcel?
Will I have to sign for 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?
What is your Returns Procedure?
Returning Faulty Items
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?
I have a comment or problem regarding the website
Do you take Maestro cards?
We are endeavouring to get functionality for accepting payment by Maestro added to the website. Regrettably, due to circumstances beyond our control, this is taking longer than we would have liked.
However, we are able to take Maestro payments by telephone: please call the office on 01404 540789 or, if you prefer, send us an email and we can call you back.
What are your delivery charges?
All orders will be sent via DHL or Royal Mail.
You can choose between Next Working Day* (Standard) delivery @ £3.99 and Next Working Day* (By 1p.m.) @ £5.99. Both of these services require goods to be signed for, and exceptions apply for certain areas. Please see the Delivery and Returns section for full details.
*Working Day means Monday to Friday. Items ordered before 3pm on Friday will be delivered the following Monday.
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.
How long does delivery take?
Orders placed before 3p.m. Monday to Friday with Next Working Day (Standard) delivery will be delivered the next working day* 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.
Who will deliver my parcel?
We use DHL to deliver the majority of our orders, and Royal Mail for the Next Working Day (By 1p.m.) service. We may, at our discretion, send some Standard delivery orders via Royal Mail.
Will I have to sign for my parcel?
Yes. Both DHL and Royal Mail Special Delivery orders require a signature. We recommend providing a workplace delivery address if you are going to be out during the day. If the courier is unable to obtain a signature, a card will be left with instructions on how to arrange delivery or collection of your parcel.
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.
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 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.
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 DHL 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.
What is your 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 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.
Returning Faulty Items
Please view the Faulty Returns section here.
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 payment 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, along with your credit or debit card details.
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.
I have a comment or problem regarding the website
If you have a technical query, please contact webmaster@moshulu.co.uk with the details.
