Delivery and Returns

Shipping rates

All our products are available for delivery within the UK, the Isle of Man and the Channel Islands.
All orders will be sent via DHL or Royal Mail.
Items sent on the Next Working^ Day (Standard)* service @ £3.99 must be signed for, and may be delivered at any time between 8a.m. and 9p.m. However, most will be delivered during business hours, so we strongly recommend that you provide a business address for delivery if you are going to be out at work.

For guaranteed delivery by 1p.m. the next working^ day*, please choose the £5.99 delivery option. These items are sent by Royal Mail Special Delivery, which also requires a signature.

For either delivery option, if you are not in when the courier attempts delivery, they will leave a card. You can then call them to rearrange delivery, or go to the depot or post office to collect your item.

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

*Exceptions apply - please see Delivery Timescales below.

Delivery timescales

We guarantee to dispatch your order on the day that you place it for all orders placed before 3p.m., Monday to Friday. If your order does not arrive withing the stated timescale and no card has been left, please contact us so that we can make enquiries with the courier.

Please note that the Next Working Day* (Standard) service is only guaranteed for mainland Britain (excluding the Scottish Highlands). Deliveries outside this area may take longer to arrive.

Next Working Day* (By 1p.m.) is guaranteed for 99% of UK addresses. Delivery to Highlands and Islands may take longer - you can view the guaranteed timescales on the Royal Mail website (please note that we do not provide Special Delivery to the Channel Islands).

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

Order tracking

When you place an order, we will send you email confirmation that we have received it.
Once the order has been picked & packed by our warehouse you will receive a further email containing a tracking number. You can track your parcel by following the hyperlink to the carrier's website.

For further information about your order please e-mail our customer service team on sales@moshulu.co.uk.

Free returns

We want you to be completely satisfied with your new purchase from us. If for any reason you are not happy with your items - perhaps they were not what you were expecting, they didn't fit or didn't match your outfit - 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).
Socks may only be returned if unworn and the packaging is in its original condition. If a multipack has been split, we will not accept returns unless faulty.

All items must be returned using the returns option 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. 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.

Faulty items

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 on sales@moshulu.co.uk 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.

How do I send them back?

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. 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. 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.

I cannot print my returns note

If you have trouble printing your returns note or do not have the means to print one, please contact webmaster@moshulu.co.uk with your name, order number and details of the item(s) you wish to return, and we will email or post you a copy.

Receipts

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 on sales@moshulu.co.uk .