Returns

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, 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 item-specific returns note generated by our system. 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.

IMPORTANT: Please note that Royal Mail impose a 5kg weight limit on the Returns service.  If your parcel exceeds this weight, please split the items between multiple parcels (you can print as many copies of the returns label as you need.)

If you wish to exchange an item, please contact Customer Services for a free delivery code for your replacement order.  Please return the original item in the normal way for a refund.

How to obtain a free returns label

Our system allows you to request returns without needing to log into your account.  Simply visit www.moshulu.co.uk/account/returns and enter your order number and email address to access the Returns system.

If your order was placed by phone without an email address being provided, please contact us with your order number and details of the item you'd like to return so that we can provide you with a returns note.

If you are returning your purchase to one of our stores, you do not need to obtain a returns note - simply take your dispatch note or order confirmation email as proof of purchase.

Return to store

You can now return your purchase to any store listed on our store locator (please check opening times). You do not need to obtain a returns note from the website if returning to store. Please ensure that you bring your dispatch note with you as proof of purchase, or we will be unable to process your refund. If you would like a replacement item from the store's stock, please make your new purchase through the store's till.

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, if they are found to be faulty or substandard, will process a refund 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.

Click and Collect returns

You can return your Click and Collect order either via our free postal returns service (see above), or at any of the stores listed on our store locator. If returning to store please ensure you bring your dispatch note with you as proof of purchase.

How do I send them back?

Please follow the instructions for "How to obtain a free returns label" above and send them back to us via any 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. Visit www.moshulu.co.uk/account/returns
  2. Enter your e-mail address and order number
  3. Select the Action (refund or none) and Reason for return for each item, then press the Request Item Return button
  4. A link to download a PDF returns note will appear within a few seconds, and it will also be sent attached to an email.
  5. Open the returns note and print it off
  6. Cut around returns label and attach to parcel
  7. Place top section of returns note inside your package, noting the nature of any fault found with your item
  8. 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 do not have the means to print a returns note, once your returns note has been generated on our system simply click the "Request a copy by post" link 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 www.moshulu.co.uk/account/returns at any time.

Receipts

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

If a valid email address was supplied at the time of purchase, 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).

Please allow up to 14 days from date of posting for your refund to be processed, though in most cases it will be done faster than this.

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