If you require further assistance you can email us at: modainpelleonline@modainpelle.com and we will aim to reply within 3 working days.

Alternatively you can speak to our Website Customer Services Team on 0870 410 1001.
Opening hours are Monday to Friday 9am - 5.30pm.(excluding bank holidays)

If you prefer to write, please send letters to:

Website Department
Moda in Pelle
Alexandra House
Education Road
Leeds
LS7 2AL

And we will aim to reply within 7 working days.

Please ensure that you have entered your Billing Address details correctly this is the address to which the card is registered to. Entering an alternate address in this section will cause orders to fail. If you wish to have your goods dispatched to an alternate delivery address you will still need to complete the billing address section and then simply enter your further delivery address details using the alternate delivery address tab.

Please double-check all your address details especially your postcode. Incomplete address details can also cause orders to fail. If your delivery address does not include a postcode please enter the letters na in this box

If using a Switch/Maestro card make sure you enter a valid issue number. If your card does not have an issue number please ensure that this box is left blank.

We operate a secure payment section on our site which includes 3D Secure Authentication this is an extra security measure recently introduced by banks to reduce fraudulent activity. If you have 3D Secure set up on your bank account our website will automatically forward you onto your banking provider where you will need to enter your secure password for the bank to verify your details. If you have not previously used this extra security level we recommend that you contact your banking provider for further information. Alternatively our site should forward you onto your banking provider to set your password up and activate your 3D Secure account however please note that 3D Secure Authentication is not available for all cards.. However if you have 3D Secure set up on your account and you do not complete this section we will not be able to verify your details and this will cause your order to fail.

Unfortunately our site has been effected by the fire in the main BT Server Building in London therefore some customer may experience timing out problems when placing their order, if you are unable to successfully place your order please contact our customer services team or call your local store and they will take your order over the phone and despatch your goods direct from store (all store details can be found in our store locator section).

If you are still experiencing problems please do not hesitate to contact our Website Department on 0870 410 1001 who will help process your order.

In addition to your statutory rights, if you are not entirely satisfied with your purchase, you may return it to us within 21 days of the date shown on your dispatch note, along with proof of purchase

Products must be returned to us in an unworn and unmarked state, within the original packaging and non defaced shoe box. We may refuse to provide a refund if Products are not returned in accordance to the above. This does not affect your statutory rights to cancel the Contract.

If you wish to return or cancel your Contract in respect of a Product which was bought as part of a "Buy one get one…." or other similar promotion, we can only process the return if you return all the Products which were the subject of the promotion.

Products purchased through our website can be returned for a refund or exchange to the address detailed within ‘How do I make a return?’.

For UK customers only, Products can be returned to one of our Stand alone Moda in Pelle stores*.

Refunds can only be processed via the original method of payment* and may take up to 14 days from receipt to appear on your account.

* Please note: Moda in Pelle stores will:

- only accept and process a maximum of two products per any refund transaction. Customers seeking Refunds for more than two items should return their Products via post (or courier) as detailed in ‘How do I make a return?’

- not be able to process refunds for payments via PayPal. Returns should be addressed to the Web Returns department address detailed within ‘How do I make a return?’

If you would like any further advise concerning our refunds policy please contact a member of our Customer Services team on 0870 410 1001.

If you are not entirely satisfied with your purchase, you may return unworn and unmarked goods, in a saleable condition and contained within the original packaging within 21 days of the date shown on your dispatch note along with a valid proof of purchase to the following address:

Website Returns Dept., Moda in Pelle, Enfield Terrace, Leeds, England LS7 1RG

If you are returning products via post or courier please remember they are your responsibility as a customer until they are delivered and recorded at the above address. Moda in Pelle accept no liability for returned products during this period.

For your own protection and peace of mind, we recommend that returns are dispatched to us using a recorded delivery service that insures the total value of goods dispatched. We do not accept any responsibility.

Returns can also be taken to one of our stand alone Moda in Pelle stores.

Note: Moda in Pelle stores will only accept and process a maximum of two products as part of any return transition. Customers seeking to return more than two items should return their Products via post (or courier) to the above address.

Return postage costs are and will remain the responsibility of the customer and will not be refunded.

If you would like any further advise concerning our returns policy please contact a member of our Customer Services team on 0870 410 1001.

We aim to deliver your goods within 5-10 working days to all destinations within the UK.

In some instances we may need to source your order from our retail stores stock, and if this is the case we will endeavour to dispatch you order as quickly as possible but this may delay dispatch by a few days.

Orders are dispatched Monday to Friday (excluding Bank Holidays) and will only be delivered with Hermes. Delivery length for standard parcels once despatched is 2 days (UK Mainland order) a calling card will be left to notify a delivery attempt has been made if no one is home to receive delivery. If you know that you will not be home during normal postal delivery hours we advise that you supply an alternate delivery address when you place your order to prevent delays and disappointment.

Our delivery charges are as follows:
UK Mainland: £4.95 per order
Eire £16.00 per order
Northern Ireland & Channel Islands: £4.95 per order
Europe: £23.00 per order
All locations outside of Europe: £59.00 per order

We recommend the use of protector spray on leather, suede and nubuck items.

Due to the delicate nature of some of our styles please take extra care when wearing them. Trims such as diamantes, beads and bows may come loose during wear. If this has happened to you please contact Customer Services for a replacement trim.

We recommend that heel tips are replaced regularly to prolong the life of your shoes.

The products available on our website are continually updated. However if you cannot find the item you are looking for, please contact our Website Department on 0870 410 1001 or email modainpelleonline@modainpelle.com and our team will do everything they can to help.

During the postal strike we will be using Parcel Force to ensure delivery of your orders. You will still receive an email with the tracking details of your purchase.

We wish to confirm our commitment to delivering value to our customers by not raising our prices in line with the recent increase in VAT.

Please accept our sincere apologies if you are experiencing problems entering your card details. Unfortunately because of a fire within BT's main server building in London our site is encountering timing out issues because a number of the banks are on back-up servers which is causing issues when processing some transactions. Should you encounter any issues when placing your order please contact our customer service team on 08704101001 (Monday to Friday 9am till 5.30pm excluding bank holidays) should you require any assistance during the bank holiday please contact your local store and they will happily process your order over the phone and despatch goods direct from store.(please see store locator section for telephone numbers and opening times)