Returns Information
We want you to be completely satisfied with your new Moshulu purchase. If for any reason you're not happy with your items, returning them is simple.
to return your items
and in original packaging
you choose
label included
Can't find your returns label? Contact our Customer Care team for another copy and include your order number.
How to return your order
Your returns note and free postage label should be inside your parcel. Then simply follow these three steps:
Reuse the original postal bag or box if you can, or pack your items securely so they reach us safely.
Tell us why you're returning your item(s) and whether you'd like a refund or exchange. Add the note and attach the pre-paid label.
Take your parcel to the Post Office and remember to ask for a receipt or proof of postage.
What happens next?
Once your return reaches our warehouse, we'll quality check your items and process your refund or exchange.
Refunds are made to the original card used for the purchase within 14 days, although we're often much quicker.
Returning after 28 days?
Returns received outside the 28-day period may be issued as online credit with a 12-month expiry, at the discretion of our management team.
Parcel over 5kg? Royal Mail has a 5kg limit for this returns service. Please contact Customer Care before returning a parcel over this weight.
Making an exchange
Simply indicate on your returns form that you'd like an exchange.
We'll let you know when your return has arrived and again when your replacement has been dispatched.
Returning to a store
You can return your purchase to any store listed on our store locator. Please check opening times before travelling.
Bring your returns note as proof of purchase, otherwise we won't be able to process your refund.
If you'd prefer an exchange, our store team can also help you find a replacement item.
Click & Collect returns
Click & Collect orders can be returned by post using the steps above or taken to any store listed on our store locator.
If returning to a store, remember to bring your returns note as proof of purchase.
Faulty items
If you believe an item is faulty, follow the returns process above and explain the fault on your returns form.
We'll inspect the item when it arrives and, if it's found to be faulty or substandard, process your refund or exchange as soon as possible.
The 28-day returns restriction does not apply to faulty goods. For more information, contact Customer.services@moshulu.co.uk.
Returning a gift
If the original purchaser is arranging the return, please use the returns note included with the original delivery.
If you're the gift recipient, contact our Customer Care team for a gift returns note.
Need help with your return?
Our Customer Care team will be happy to help.
Customer.services@moshulu.co.uk
