Returns

Return items without an account 
Free returns 
Faulty items 
How do I send them back? 
I cannot print my returns note 
Receipts 

If you did not create an account when you ordered, you will need to do so if you wish to return items. Simply go to www.moshulu.co.uk/account, click Continue under "Not registered yet?" and enter your details. You can then access the Your Account section, including your order history. Click the Returns & Queries link on the right-hand side to create a new Return.

We want you to be completely satisfied with your new purchase from us. If for any reason you are 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).
 
All items must be returned using the returns option in the "Your 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. You will not need to pay to return the goods. 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.

If you require a replacement pair, please place your order in the normal way.

If you believe that your shoes appear to be faulty, please follow the returns procedure as above, noting on the returns form what the fault is. When we receive the goods we will inspect them and contact you as soon as possible. The 28 day restriction does not apply to faulty goods; 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, including the original P&P charge. If you require a replacement pair, please place your order in the normal way.

Simply print off the returns form in the "my account" section of the web site and send them back to us via the Post Office. Please re-use the bag/box in which the shoes were sent, or else pack securely to ensure that the goods arrive back to our warehouse in the same condition in which they were delivered. Once we have received the goods back into our warehouse they will be quality checked and a refund made to the original card used to purchase.

To return goods simply follow the instructions below:

 1. Click on My Account

2. Enter your e-mail address and password

3. On the My Account page, click Returns & Queries

4. Follow the steps under New Return or Query

5. Select reason for return and enter nature of fault if applicable

6. Print the returns form

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. Please make sure that you get a receipt when you post your shoes back to us. If the shoes are lost in the post and you do not have a receipt, regrettably we shall be unable to process a refund.

If you do not have the means to print a returns note, just send us a quick message to let us know, and we'll post a copy to you.  If you have trouble printing and need to come back to the returns note at a later time, your note will be saved as a PDF and will be accessible from your account at any time.

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.

You will receive an e-mail when your returned item has been processed indicating the amount to be refunded. The refund will be placed back onto the original card used to purchase the item(s). Depending on banks, this can take 3-5 working days.

If you need any further help please contact our Customer Care Team.