Customer Service FAQS

Where can I find the style I'm looking for?
What size should I order?
How do I know what material has been used?
What method of payment can I use?
Why can't I place my order?
How soon will my order be delivered and how much does it cost?
Where is my order, how do I know it has been dispatched?
What do I do about returns?
How do I care for my shoes?
I still need some help, how do I get in touch?

Where can I find the style I'm looking for?
If you know the name of the product you are looking for simply type this into our search bar, press enter and the product should appear if it is in stock. Our ranges are continually updated so please review the website regularly which will display current styles and also has a 'New In' section.

What size should I order?
Please refer to our size conversion chart that is featured next to all product details information.

How do I know what material has been used?
All our styles have a full product description that will include this

What method of payment can I use?
You can pay by credit or debit card and also via Paypal.

Why can't I place my order?
Just double check that you have entered your Billing Address details correctly as 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 prefer 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. If you need any further support please do not hesitate to contact our Customer Services team at webcustservices.modainpelle.com via our 'contact us' page.

How soon will my order be delivered and how much does it cost?
We have a range of UK and International shipping options; please see the Delivery Information section for full details and rates.

Where is my order, how do I know it has been dispatched?
Once your order has been sent to our courier Hermes you will receive a confirmation email detailing your tracking number. You can use this to track progress of your delivery on the courier website www.hermes-europe.co.uk

For orders to EU countries and Rest of the World we use Royal Mail, all orders are fully tracked and you will receive a confirmation email detailing your tracking number. You can use this to track progress of your delivery on the courier website www.royalmail.com

If you haven't received a confirmation email when you expected to please check your 'junk' email folder in the first instance. If you need any further assistance just contact Customer Services on 'webcustservices@modainpelle.com' or via our 'contact us' page.

What do I do about returns?
We hope that you are delighted with your new purchase from Moda in Pelle but if you are not entirely satisfied you may return unworn and unmarked goods in the original packing, in a saleable condition, within 21 days of the date shown on your dispatch note to the following address and we will either exchange your goods or refund the purchase price. A valid proof of purchase must be provided.

*Please note - we strongly advise items to be sent recorded delivery as we cannot accept any responsibility for items lost.

Website Returns Dept.
Moda in Pelle
Enfield Terrace
Leeds

Returns postage will only be refunded if the product is faulty. Return postage costs for unsuitable goods are and will remain the responsibility of the customer and will not be refunded. If you would like any further advice concerning our returns policy please contact a member of our Customer Services team using the contact us form.

Alternatively you can return up to 2 items within our stores. If you have paid via Paypal the refund will be actioned by Customer Services once the returns have been received.
How do I care for my shoes?
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.

I still need some help, how do I get in touch?
Our Customer Service team will be pleased to assist you further and can be contacted via Contact us page. We aim to respond to your query within 48 hours.