Returns, Exchanges and Refunds

Good news, you now have longer to decide. We have extended our returns window to a relaxed 60 days, so there is no need to rush and nothing to stress about. Take your time, enjoy your new pieces, and if anything is not quite right we will make it easy to sort.

Thank you for shopping with Moda in Pelle, we hope you love your new pieces. If something is not quite right, we will happily offer a refund or exchange, and you now have a relaxed 60 days window to decide. Here is everything you need.

The essentials

You have a relaxed 60 days window from the day your order arrives.
Items should be unworn and in their original condition, with all tags and original packaging.
Start your return or exchange in your Account, under Return or Exchange.
Refunds go back to your original payment method or your Moda Credit, depending on when you return.
Return postage is the customer's responsibility, unless the item is faulty, in which case it will be free.
A little tip: try your shoes on a carpeted floor while you decide, to keep the soles and heels pristine.

These terms do not affect your statutory rights.

Returning something you bought online

To start, simply log in to your Account and choose Return or Exchange at My Moda account. Whatever you send back, you get back exactly what you paid for it. What you can choose depends on how quickly you start your return.

Within 14 days, the choice is yours

Straight back to your original payment method, or
Into your Moda Credit, ready to spend right away.

If you start your return within 14 days, the payment-method option stays open even if your parcel takes a little longer to reach us, for up to 10 working days from the date you booked. If it arrives after that, we will simply add the value to your Moda Credit, and you are welcome to return any time within 60 days.

Between 15 and 60 days

We add the value straight to your Moda Credit as soon as your parcel reaches us, ready to spend whenever you like.

After 60 days

We are sorry that we can no longer accept a change of mind return or exchange. Faulty items are always covered, whatever the date.

How to send it back

By post: send to the address below. Please use a tracked service and keep your receipt until your refund is confirmed, as we cannot take responsibility for items lost in the post. You may use any courier you like.
In person: you can return your web order to all our Moda in Pelle Stores and all our Concessions, apart from John Lewis Concessions. Just bring your item with proof of purchase. See Our stores and concessions below.

Website Returns, Moda in Pelle, 34 Enfield Terrace, Leeds LS7 1RG

Card refunds are processed once your item reaches us and take 5 to 10 working days. For anything bought through John Lewis, please follow John Lewis's own returns terms.

Exchanges

A different size? A straight swap for the same style in the same colour, at the same price, with nothing more to pay, subject to availability.
A different colour or style? Because every colour is priced individually, we handle these as a return following the process above, and you simply place a new order for the piece you love.

If you bought in a store or concession

In a Moda in Pelle store:
If you bought your item in one of our Moda in Pelle stores and simply change your mind, please take it back to the same store you bought it from, within 28 days, with your receipt or proof of purchase. Returning it to that store means our team can pull up your original purchase and process your refund or exchange directly against your order, back to your original payment method, there and then.

Post it back to that same store if you would rather not come in. You can find the store’s postal address with a quick online search.
Please send it using a traced service and keep your postage receipt, include the copy of original receipt or any other proof of payment in the box so we can trace back your order. We recommend keeping a photo of your receipt for your records.
We wont be able to cover the return delivery cost for you in case you chose to send your order back via post.
For a refund: include a contact phone number. Our Customer Services team will call you to refund your card within 10 working days of your parcel reaching us.
For an exchange: include a note of the size you'd like and the address to send it to. We'll send it out within 10 working days of your parcel reaching us.

Full Price vs Sale/ Promotional Items:
Full-price items can be refunded or exchanged. Sale or promotional items can only be refunded if they are faulty, otherwise we are very happy to exchange them or offer you a credit note. Any credit note we issue in store is valid at any of our Moda in Pelle stores, (website excluded) so you can use it wherever is most convenient for you.

Concessions

Items bought in one of our concessions must go back to that same concession, under the host store’s own returns policy, so please take your receipt along with you.

Items bought in store developed a fault

If an item you bought in store develops a fault, we are so sorry to hear it, and we will always put it right. Your rights for faulty goods are not limited to the 28 day window. You can either:

Bring it back to the same store you bought it from, with your receipt or proof of purchase, and the team will sort it out for you there and then, or
Post it back to that same store if you would rather not come in. You can find the store’s postal address with a quick online search. Please send it using a second class traced service and keep your postage receipt, as we will refund this return postage for faulty items. There is no need to use first class or next day delivery, as we are not able to refund those.

Once our team has checked the item over, we will arrange a refund, replacement or exchange as appropriate.

Our stores and concessions

Customers can return web orders to all our Moda in Pelle Stores, and all our Concessions apart from John Lewis Concessions. Items bought in a concession go back to that same concession under the host store's own policy.

Moda in Pelle Stores: Meadowhall, Henley, Marlow, Amersham, Ilkley, Harrogate, Cirencester and Chester.
Concession Stores: York (Browns), Lytham (Stringers), Northallerton (Barkers), Windsor (Daniel), Jersey (De Gruchy), Grantham (Downtown), Beverley (Browns), Morpeth (Rutherfords), Gainsborough (Browns), Farnham (Elphicks), Halifax (Harveys), Coleraine (Moores), Norwich (Jarrolds), Helmsley (Browns), Fenwick Bracknell and Fenwick Brent Cross.
John Lewis Concessions Stores: Cheadle, Oxford Street, Newcastle, Liverpool, White City, Trafford, Southampton, Glasgow, Leicester, Reading, Solihull, Leeds, Stratford, Kingston, Bluewater, Brent Cross, Nottingham, Milton Keynes, Norwich, Edinburgh, Bristol (Cribbs Causeway), Welwyn, Cheltenham and Cambridge. Online orders cannot be returned to John Lewis, and John Lewis purchases follow John Lewis's own returns terms.

3 for 2 and multibuy offers

When you buy on a 3 for 2 offer, your cheapest item is free, so you pay for your two most expensive items. You might expect that free item to show as £0. Instead, we share its value across all three items, so every item comes to you at its own discounted price.

You pay the same total and save the same amount either way. Sharing the saving simply means that if you ever send something back, you always get back exactly what you paid.

An example, where your free item is worth £40
Your items	Normal price	Your saving	Your price
Item 1	£60	£15	£45
Item 2	£60	£15	£45
Item 3	£40	£10	£30
Total	£160	£40	£120

The three savings add up to £40, exactly the price of your free item. If you return one item, you receive the price you paid for it, and the pieces you keep stay at their offer prices. We never recalculate the offer or take your saving away. Return everything and you receive the full amount, every penny.

Return Postage

Return postage is the customer's own cost, unless your item is faulty.

If you believe something is faulty, please email customerservices@modainpelle.com before sending it back, with clear photos of the fault. Our in-house footwear technicians will check the images, and if the item is faulty we will send you a free returns code, so returning it costs you nothing.

Please do get in touch before you post anything back. We cannot refund return postage on a faulty item we were not told about beforehand, and sending your photos up front helps us sort your exchange or refund more quickly.

Faulty or incorrect items

On the rare occasion something is faulty, we will put it right. Just let us know before sending it back, as set out under Return Postage above, and here is how.

How we will put it right

Within 30 days of receiving your order: a full refund to your original payment method.
Between 30 and 60 days: the full value as Moda Credit, or a replacement where available.
At any time: for a genuine fault, your statutory rights under the Consumer Rights Act 2015 always apply, and we will repair, replace or refund as appropriate.

A faulty item does not need to be unworn, as some faults only show with wear. If we have sent the wrong item, just let us know the same way and we will put it right at no cost to you.

Good to know

Delivery: enjoy free standard tracked delivery on all UK orders over £70.
Start a return or exchange: in your Account, under Return or Exchange, at My Moda account.
Returns address: Website Returns, Moda in Pelle, 34 Enfield Terrace, Leeds LS7 1RG.
Moda Store Credit: never expires, can be used on any order at modainpelle.com, and is not transferable or exchangeable for cash.
Your legal rights: these conditions do not affect your statutory rights, including those under the Consumer Rights Act 2015.

Returns & Exchanges

How do I return my online order?

You have a relaxed 60 days from the day your order arrives to return it.

Log in to your Account and choose Return or Exchange.
Pack your item unworn and in its original condition, with all tags and original packaging.
Post it to the address below, or return it in person at one of our stores or concessions (not John Lewis).

Website Returns, Moda In Pelle, 34 Enfield Terrace, Leeds LS7 1RG

You'll always get back exactly what you paid. How you're refunded depends on when you start your return:

Within 14 days: choose a refund to your original payment method, or Moda Store Credit.
Between 15 and 60 days: the value is added to your Moda Store Credit as soon as your parcel reaches us.

Sale and promotional items bought online can be returned on the same terms. These terms do not affect your statutory rights.

How long do I have to return an online order?

You have 60 days from the day your order arrives. Start your return within 14 days to choose between a refund to your original payment method or Moda Store Credit. Between 15 and 60 days, we'll refund you with Moda Store Credit.

What condition do items need to be in?

Items must be unworn and in their original condition, with all tags and original packaging.

A little tip: try your shoes on a carpeted floor while you decide, to keep the soles and heels pristine.

How should I send my return?

You can use any courier you like, but we recommend a tracked service so you can follow your parcel's journey. Please keep your receipt or tracking number until your refund has gone through, as we can't take responsibility for items lost in the post.

There's no returns form to fill in. Simply start your return in your Account before you send it.

Do I have to pay for my return?

Return postage is the customer's cost, unless your item is faulty.

If you think your item is faulty, please email customerservices@modainpelle.com with clear photos before sending it back. If our footwear technicians confirm the fault, we'll send you a free returns code.

Please note, we're unable to refund postage costs for faulty items. To return a faulty item free of charge, you must use the free returns code provided by our Customer Services team.

Can I exchange for a different size?

Yes. Start an exchange in your Account under Return or Exchange, within 60 days of your order arriving.

A size exchange is a straight swap for the same style in the same colour, at the same price, with nothing more to pay, subject to availability.

Can I exchange for a different colour or style?

Because every colour is priced individually, we can't swap colours or styles directly. Simply return your item as normal and place a new order for the piece you love.

Can I return my online order to a store?

Yes. You can return online orders within 60 days to any Moda in Pelle store, and to all our concessions except John Lewis. Please bring your item and proof of purchase.

Moda in Pelle stores: Meadowhall, Henley, Marlow, Amersham, Ilkley, Harrogate, Cirencester and Chester.

Concessions: York (Browns), Lytham (Stringers), Northallerton (Barkers), Windsor (Daniel), Jersey (De Gruchy), Grantham (Downtown), Beverley (Browns), Morpeth (Rutherfords), Gainsborough (Browns), Farnham (Elphicks), Halifax (Harveys), Coleraine (Moores), Norwich (Jarrolds), Helmsley (Browns), Fenwick Bracknell and Fenwick Brent Cross.

Online orders can't be returned to John Lewis concessions. Find your nearest store with our Store Finder.

I bought something in a Moda in Pelle store. How do I return it?

If you bought your item in one of our Moda in Pelle stores and simply change your mind, please take it back to the same store you bought it from, within 28 days, with your receipt or proof of purchase. Returning it to that store means our team can pull up your original purchase and process your refund or exchange directly against your order, back to your original payment method, there and then.
Full Price vs Sale/ Promotional Items:
Full-price items can be refunded or exchanged. Sale or promotional items can only be refunded if they are faulty, otherwise we are very happy to exchange them or offer you a credit note. Any credit note we issue in store is valid at any of our Moda in Pelle stores, so you can use it wherever is most convenient for you.

I bought in store but want to return by post. What do I do?

Post it back to that same store if you would rather not come in. You can find the store’s postal address with a quick online search.
Please send it using a traced service and keep your postage receipt, include the copy of original receipt or any other proof of payment in the box so we can trace back your order. We recommend keeping a photo of your receipt for your records.
We wont be able to cover the return delivery cost for you in case you chose to send your order back via post.
For a refund: include a contact phone number. Our Customer Services team will call you to refund your card within 10 working days of your parcel reaching us.
For an exchange: include a note of the size you'd like and the address to send it to. We'll send it out within 10 working days of your parcel reaching us.

Full-price items can be refunded or exchanged. Sale or promotional items can only be refunded if they are faulty, otherwise we are very happy to exchange them or offer you a credit note. Any credit note we issue in store is valid at any of our Moda in Pelle stores, so you can use it wherever is most convenient for you.

We recommend keeping a photo of your receipt for your records.

I bought from a concession or John Lewis. How do I return it?

Items bought in a Moda in Pelle concession must be returned to that same concession, under the host store's own returns policy.

Anything bought through John Lewis follows John Lewis's own returns terms.

Can I return something after 60 days?

We're sorry, but after 60 days we can no longer accept a change-of-mind return or exchange. Faulty items are always covered, whatever the date.

Refunds

Will I get my money back or Moda Store Credit?

It depends on when you start your return:

Within 14 days of delivery: it's your choice, a refund to your original payment method or Moda Store Credit.
Between 15 and 60 days: we'll add the value to your Moda Store Credit.

Either way, you'll always get back exactly what you paid for the item.

How long does it take to receive a refund?

Moda Store Credit is added as soon as your parcel reaches us, ready to spend straight away.

Refunds to your original payment method are processed once your item reaches us, and take 5 to 10 working days to show in your account.

We'll email you once your refund has been processed.

I started my return within 14 days, but my parcel will reach you later. Can I still get my money back?

Yes. If you start your return within 14 days, the refund-to-payment option stays open for up to 10 working days from the date you booked your return. If your parcel reaches us after that, we'll add the value to your Moda Store Credit instead.

What is Moda Store Credit?

Moda Store Credit holds the value of your returns in your account, ready to spend on any order at modainpelle.com.

Moda Store Credit never expires, and can't be transferred or exchanged for cash.

Do you send an email when my return arrives?

We don't currently email to confirm your return has arrived, but you can check its delivery using your courier's tracking. We'll email you as soon as your refund has been processed.

I've returned my online order but haven't received my refund. What should I do?

First, please check your tracking to make sure your parcel has been delivered to us. Moda Store Credit is added as soon as it arrives, and card refunds take 5 to 10 working days from then.

If it's been longer than that, email customerservices@modainpelle.com with your order number, the items you returned and your proof of postage. We'll look into it and aim to reply within 1 to 4 working days.

How do refunds work on 3 for 2 and multibuy offers?

On a 3 for 2 offer, your cheapest item is free. Rather than showing that item at £0, we share its value across all three items, so each piece has its own discounted price. You pay the same total and save the same amount.

For example, if you buy items priced £60, £60 and £40, your £40 saving is shared out. You pay £45, £45 and £30, a total of £120.

If you return one item, you get back the price you paid for it, and the items you keep stay at their offer prices. We never recalculate the offer or take your saving away.

Faulty Items

What do I do if I've received a faulty item?

We take great care to make sure every item meets our standards, but on the rare occasion something is faulty, we'll put it right.

Before sending anything back, email customerservices@modainpelle.com with your order number or store receipt, and clear photos of the fault.
Our in-house footwear technicians will review your photos.
If the item is faulty, we'll send you a free returns code. You must use this code to return your item free of charge.

How we'll put it right:

Within 30 days of receiving your order: a full refund to your original payment method.
Between 30 and 60 days: the full value as Moda Store Credit, or a replacement where available.
At any time: your rights under the Consumer Rights Act 2015 always apply, and we'll repair, replace or refund as appropriate.

A faulty item doesn't need to be unworn, as some faults only show with wear.

Will my return postage be refunded if my item is faulty?

You won't pay to return a faulty item. Contact us with photos first and, once the fault is confirmed, we'll send you a free returns code.

Please note, we're unable to refund postage costs for faulty items. To return a faulty item free of charge, you must use the free returns code provided by our Customer Services team, so please get in touch before posting anything back.

How long am I covered if something is faulty?

We're proud of the quality of our shoes and accessories. If a genuine fault appears, your rights under the Consumer Rights Act 2015 apply, whenever it happens, and we'll repair, replace or refund as appropriate. This doesn't cover normal wear and tear.

I've received the wrong item. What should I do?

We're sorry about that. Please email customerservices@modainpelle.com with your order number and a photo of the item you received, before sending it back. We'll put it right at no cost to you.