Help & Contact

Please select the subject below and click for more information.
  • Where can I find the style that I am looking for?

    If you know the name of the product you are looking for simply type this into our search bar and click the search icon. The product should appear if it is in stock. Our ranges are continually updated so keep an eye on our ‘New Arrivals’ section and be the first to shop our new collection.  

    Why not take a look at our ‘Be Inspired’ section? Explore our seasonal trends, how to wear them and lots more! You’re sure to find something you like and shop alternative styles if we’ve sold out.

  • How can I place an order?

    Ordering one of our beautiful products couldn't be easier. Simply find the item/s you would like, select your size and colour and add to your basket. From your Basket Page, simply follow the steps to access your account or register a new account with us and proceed to the Checkout Page.

    If you experience any problems our Customer Services team will be happy to help. Start a live web chat using our service or call on 0113 2007 310 between Mon-Fri 8am-6pm.

  • Why can’t I place an order online?

    Our website is fast, secure, and we update it regularly to maintain and improve how our customers are able to use it. Should you be having an issue with the website, please try these  solutions to common issues:

    -        Unable to log into your Moda in Pelle account?

    o   Please request to update or change your password.

    -        Please ensure the captcha security question is answered correctly

    o   This feature helps maintain the security of our website and your account.

    -        If a payment is not being accepted, please check you have entered the correct delivery and billing details.

    o   The ‘Billing Address’ needs to match the address that is used with your bank.

    -        If choosing to pay with Klarna via your card or the buy now pay later options, your billing and delivery address must be in the same country.

    o   Please choose an alternative payment method if one of your details are not within the same country.

    -        Have you set your address to the correct part of the UK?

    o   The options for UK in the Country field when adding or editing an address are:

    o   UK – Mainland

    o   UK – Northern Ireland

    o   UK – Channel Islands (Guernsey)

    o   UK – Channel Islands (Jersey)

    o   UK – Non Mainland

  • What method of payment can I use?

    Here at Moda in Pelle we use Klarna as our secure online payment gateway, along with PayPal and AmazonPay.

    This gives you the option to pay immediately by credit card, debit card, PayPal and AmazonPay, or buy now pay in 30 days or pay in 3 interest free instalments with Klarna(subject to status).

  • What is Klarna?

    Klarna is an online payment method that allows some customers to have the option to pay within 30 days of their order. This option is not available for all customers, with Klarna making the decision whether to offer the buy now pay later option.

    If buy now pay later is not available, you are still able to place orders as usual using your credit or debit card, PayPal or Amazon Pay. You will not receive any follow up emails from Klarna if choosing the pay now. 

  • How do I make a payment to Klarna?

    Once your order has been placed and dispatched, Klarna will contact you by email with instructions on how to pay. If for any reason you have incorrectly inputted your email address, please contact Klarna directly on 0808 189 3333. 

    Moda in Pelle are unable to take payment directly if payment is due with Klarna.

  • I have a promotional code. How do I redeem it?

    From time to time we run offers and promotional codes. When in the My Basket page, enter the promotional code you have in the box marked "Redeem Discount Code" and click "Apply". Only one promotional code can be redeemed per transaction, and please check the terms and conditions of the code you are using for any restrictions.

  • How do I cancel/amend my order?

    To cancel an order please reply to your confirmation email with your request. Our customer service team will then look into this for you and contact you with.

    To amend an order please reply to your confirmation email with your request. Once an order has been dispatched no amendments are possible, so please bear this in mind if contacting Moda in Pelle with an order update.

  • What are your delivery options?

    We deliver to over 50 countries worldwide and have a range of UK and International delivery options; please click here for full details and rates.

    All our UK orders are delivered by Hermes, with UPS delivering all overseas orders.

  • Has my order been shipped yet?

    Once your order has been shipped you will receive an email update including tracking details from our courier (where applicable), you can use these to track progress of your delivery on the Hermes or UPS website

    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 customerservices@modainpelle.com or via our Contact us page

  • How long will my online order take to arrive? (UK orders)

    Standard delivery for the UK is 3-7 working days from your order date. 

    You will receive an email once your parcel has been dispatched from our warehouse and a further email from our delivery company Hermes to provide you with your delivery date and scheduled delivery time. 

  • How do I return my online order?

    Please send returns via post to: Website Returns, Moda in Pelle, Enfield Terrace, Leeds LS7 1RG

    • Items purchased online (including sale items, discounted items, or any item purchased at a promotional price) can be returned to our Head Office for a refund or exchange within 28 days of the dispatch date, providing you have a returns form or proof of purchase, and the item is in perfect unworn condition and in original packaging. We'll be happy to offer you a refund, or exchange for a different size or colour if possible. 
    • To return an item via post, please complete the returns form enclosed in your order, including reason for return or exchange. To help us process your returns and exchanges quickly and efficiently, please ensure all requested information is provided.
    • If for any reason you did not receive a returns form, you can download one here. Please make sure you include your order reference number (Example: WEB123456 - this can be found on your order confirmation email), your name, item(s) to be returned or exchanged, and reason for the return. 
    • We would also recommend you take a photo or photocopy of the returns form/proof of purchase for your records.
    • Please note: Return postage costs are the responsibility of the customer, unless your product is found to be faulty after an inspection by our in-house Footwear Technicians. In this case, we will refund your postage costs. 
    • Please contact Customer Services should you believe you have received a Faulty Item so we can advise on the Returns Postage method most suitable.
    • We strongly advise you use a recorded or tracked delivery service to post your items, as unfortunately we cannot accept responsibility for items lost. Please retain your postage receipt or tracking number until your refund has been processed. 
    • If you have returned your item/s for a refund, this will be processed within 10 working days of receipt of your item in our warehouse. Once your refund is processed, you will receive a notification email. Please note all refunds will be completed to the original method of payment. These conditions do not affect your statutory rights.
    • You can also return via EVRi. Click here to find your local EVRi ParcelShop. 
  • I made a purchase instore but want to return via the post?

    If returning by post please download a returns form from the returns section on our website. Please complete the form and also include a copy of your store receipt.

    If requesting a refund, please provide a contact number as the refund will need to be made over the phone by our customer services team. The refund will be completed within 10 working days from the date your parcel is received.


    If requesting an exchange, please indicate on the form the size you require and the address you would like the exchange sending out to. This will then be completed for you within 10 working days from the date your parcel is received.

  • What do I do if I have received or have a faulty item?

    What do I do if I have received or have a faulty item? 

    Whilst we do our upmost to ensure all our items are produced to a very high standard, it may happen that an item you receive has been damaged in transit or does not live up to the standards we all expect from Moda in Pelle. If this happens, please contact us with pictures of any defects on the item and email them to our customer service team with your order number or copy of your instore receipts and we will be more than happy to assist you.

    Our contact email address is customerservices@modainpelle.com

    1.      Will I have my postage refunded if my item is faulty?

    Once photos have been received via email, our customer service team will review and advise. If any manufacturing faults are found we will be happy to reimburse postage costs.

    1.      How long is the warranty period on Moda in Pelle items?

    We are very proud of the quality of our shoes and accessories, and offer a one-year guarantee on all items purchased directly through Moda in Pelle. This warranty is for manufacturing issues only and we cannot take responsibility for any fault that may have occurred through customary wear and tear.

  • How long does it take to receive a refund?

    Once your parcel is received into our warehouse, a refund or exchange will be completed for you within 10 working days. You will receive an email to confirm once a refund has been processed for you.

  • Do you send an email once my return has arrived?

    We currently do not send an email to advise your parcel has been received.  Customers can use their tracking information provided by the post office or other returns company to confirm the date the parcel is received. 

  • What do I do if I have returned my online order but not received a refund?

    All refunds are completed within 10 days of your returns parcel being received by our warehouse. If you have not received your refund within 10 days of your parcel being received by us, please check with your courier that the return has been successfully delivered to us, and if it has and 10 days has elapsed, please email our customer service team at Customerservices@modainpelle.com with your order number, the name of the item(s) you have returned and also a copy of your postal receipt.

    The customer service team will then investigate this for you and get back to you within 48 hours.

  • eGift Card Information

    You will need to log in to your account using the email address the eGift card has been purchased for. Or, alternatively if you don't yet have an account with us, you'll need to register using the email address the eGift card was purchased for.

    The funds from the eGift card will automatically appear in the e-wallet on your account. Simply add the items you wish to purchase to your basket, log in to your account at the checkout and select 'e-wallet' when asked how you want to pay. 

    If the items purchased total less than the gift voucher amount the remaining funds will stay in the e-wallet to use on the next purchase, if the items purchased exceed the gift voucher amount the remaining value must be paid by card in order to complete the order.