Beautiful shoes quality materials but thats where it ends. Painfully slow,shocking refunds process. Returned my item in December and received refund notification this week.nearly two months wait. Be... See more
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Review summary
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What people talk about most
Reviews shaping this summary
Hi, I paid for next day delivery but it turned up 10 days later and I'm unsure whether this was due to delays at your end or Evri. I have contacted Evri to query the reason why it wasn't delivered on... See more
Company replied
Their shoes are pretty but the return process doesn't seem to work. How do you refund exactly? First time returning an item of clothing I opened a PayPal case to get my money back apparently ev... See more
Company replied
I like Moda in Pelle footwear and have bought from them periodically for a number of years. However, I'm not going to order again as they just have not updated with the times. Their returns process... See more
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Company details
Information provided by various external sources
We take great pride in combining British sophistication with fine Italian quality and gorgeous leathers. We believe in creating fashionable footwear that combines affordable luxury, stunning design, and complete comfort for our customers. Quality and service are paramount to us, alongside creative vision and a determination to continue innovating and creating amazing shoes.
Contact info
Moda in Pelle, Enfield Terrace, LS7 1RG, Leeds, United Kingdom
- 01132007310
- customerservices@modainpelle.com
- www.modainpelle.com
3.0
Average
2k reviews
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Replied to 96% of negative reviews
Typically replies within 1 week
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Moda in Pelle appalling refund deflection tactics
Not very helpful customer services support. After returning a pair of shoes, because they were too small, they were then unfortunately LOST by the courier, Evri. Moda in Pelle has so far refused to refund... "We strongly advise you use a recorded or tracked delivery service to post your items, as unfortunately we cannot accept responsibility for items lost."
This response is a classic deflection tactic, but it is legally invalid. Under Section 35 of the Consumer Rights Act 2015, if a retailer integrates, links, or lists a specific courier as a valid method on their official returns portal, they have established that carrier as an authorized agent.
The fact that the Moda in Pelle Returns Guide explicitly offers "Using EVRi" as a core option means they cannot claim total detachment from the courier. Once EVRi accepted and scanned my parcel under a receipt I fulfilled my legal obligation to return the goods with reasonable care. The risk of transit loss transferred to Moda in Pelle at the moment of that scan.
13 June 2026
Unprompted review
Reply from Moda in Pelle
Thank you for taking the time to share your feedback. We are genuinely sorry to hear about your experience and understand how frustrating this situation has been.
We appreciate that you returned your shoes using the Evri service and that the parcel was unfortunately lost in transit. We understand your disappointment at not receiving your refund and recognise how concerning this must be.
Our Customer Services team aims to follow our returns procedures while assisting customers as fairly as possible. We are sorry that, on this occasion, you feel we have fallen short of your expectations.
We would welcome the opportunity to review your case again. Please contact us at customerservices@modainpelle.com with your order number and any supporting documentation so that we can investigate the matter further with you.
Thank you again for your feedback.
Best wishes,
The Moda in Pelle Team
Good communicators
I have used this site in the past and was interested in some sandals in the sale. Unfortunately the delivery was taking longer than first expected. The whole time the companies communication was excellent. In a world where it is often difficult to get a response or result, this company provided both efficiently and effectively. I would defienatly recommend them
26 June 2026
Unprompted review
Reply from Moda in Pelle
Thank you so much for taking the time to leave us such a positive review.
We are delighted to hear that you've shopped with us before and that, despite the unexpected delay with your recent order, you were pleased with the communication you received from our team throughout the process.
We understand how important it is to keep our customers informed, particularly when orders take longer than expected, so it's wonderful to know that our updates and support made a positive difference to your experience.
Your recommendation means a great deal to us, and we truly appreciate your continued support. We look forward to welcoming you back to Moda in Pelle again soon.
Best wishes,
The Moda in Pelle Team
Very disappointed with the returns…
Very disappointed with the returns process....returned the sandals by tracked Parcel Force, I chased them up a week later and they said they had not received them, I provided my receipt and a screen shot showing they had been delivered back to them 11th June...they finally came back to me and said they had received them back 16th June....it is now 26th June and I still have not received a refund. Not impressed at all and will never buy from this company again.
26 June 2026
Unprompted review
Reply from Moda in Pelle
Thank you for taking the time to share your feedback. We are very sorry to hear about your experience and completely understand your frustration.
We sincerely apologise for the delays and the confusion surrounding your return. We appreciate that you provided proof of postage and delivery, and we're sorry that this matter took longer than it should have to resolve. We understand how disappointing it is to be waiting for a refund after your parcel has been returned.
We would like the opportunity to look into this for you and ensure your refund has been processed correctly. Please contact us at customerservices@modainpelle.com with your order number or email reference, and our Customer Services team will investigate this as a priority.
We genuinely value your feedback, as it helps us improve both our returns process and the service we provide to our customers. We hope you'll allow us the opportunity to restore your confidence in Moda in Pelle.
Best wishes,
The Moda in Pelle Team
Sandal defect
Had a problem with a new pair of sandals that had lost part of dye, I was contacted within hours of email and was offered several options all of which included me keeping the sandals as they are wearable, as original design not available I was refunded and reordered another colour.
Beatriz the customer experience advisor was fantastic answering emails with the hour and within a day a new pair of sandals on the way. Thank you Beatriz
24 June 2026
Unprompted review
Reply from Moda in Pelle
Thank you so much for taking the time to leave such a wonderful review.
We are delighted to hear that your issue was resolved quickly and that you were pleased with the options offered. Whilst we're sorry that the original sandals developed a fault, we're pleased we were able to arrange a solution that worked for you and that you've been able to order another colour.
Your kind comments about Beatriz are especially appreciated. She takes great pride in providing prompt and helpful customer service, and we're thrilled to hear that she was able to assist you so efficiently. We will be sure to pass your lovely feedback on to her.
We hope you enjoy your new sandals, and we look forward to welcoming you back to Moda in Pelle again soon.
Best wishes,
The Moda in Pelle Team
Great product Great online service
Great service and very quick to respond to any issues
Beatriz answered my email almost immediately with a positive response
24 June 2026
Unprompted review
Reply from Moda in Pelle
Thank you so much for taking the time to leave us such a lovely review.
We are delighted to hear that you are happy with both your purchase and the service you received. It's especially wonderful to know that Beatriz was able to respond to your query quickly and provide a positive resolution.
Your kind words mean a great deal to both Beatriz and the wider Customer Services team, and we will be sure to pass your feedback on.
We hope you continue to enjoy your purchase, and we look forward to welcoming you back to Moda in Pelle again soon.
Best wishes,
The Moda in Pelle Team
extremely disappointed service
I am extremely disappointed with this companies return service. As requested , I returned a parcel containing 3 pairs of sandals back to “Moda in Pelle” by Evri as on 4th June (2 weeks ago). I paid the return cost. Evri picked up my parcel, and afterwards, the Evri system simply indicated “Your parcel is on its way back to the retailer. Please contact your retailer for any further confirmation”. I find it ridiculous that any company would use Evri, which does NOT confirm if a parcel has actually been delivered.
I attempted to contact Moda in Pelle several times over two weeks. They eventually replied that they did not receive my returned parcel and suggested I make a claim from Evri for the loss of my parcel!
However, this appears to be virtually impossible! Their AI answer service constantly gives the wrong answers, the web chat is useless , there is no email reply, and no one answers the phone! I feel that my money is lost, and there seems to be nothing I can do except give bad reviews! I feel that this is theft! Why is this so difficult?
With hindsight, I should have checked all the previous bad reviews! All I can recommend now is: do NOT use these two companies!
4 June 2026
Unprompted review
Reply from Moda in Pelle
Thank you for taking the time to leave your feedback. We are truly sorry to hear about your experience and understand how frustrating this situation has been.
We appreciate your concerns regarding the return process and the lack of updates while your parcel has been in transit. We completely understand how worrying it is to be waiting for both your returned items and your refund.
While we do rely on our courier partners to return parcels to our warehouse, we appreciate that this does not make the experience any less frustrating when delays occur. Once returned parcels arrive back with us, they are processed as quickly as possible, but unfortunately we are unable to issue refunds until they have been received into our warehouse.
We would very much like the opportunity to review your case again and provide you with an update. Please could you email us at customerservices@modainpelle.com with your order number or existing email reference, and our Customer Services team will investigate this for you as a priority.
We sincerely apologise for the inconvenience and disappointment caused, and we hope we can resolve this matter for you as quickly as possible.
Best wishes,
The Moda in Pelle Team
I love your shoes and only wear Moda in…
I love your shoes and only wear Moda in Pelle. The shop near me, Roomes at Upminster has stopped selling your shoes so I am very disappointed. I found your shop at Amersham but it's a 2 hour train trip for me. I shall keep looking online but I fluctuate between size 40 or 41, so I prefer trying before buying. If you have a shop in London, please let me know. Thank you for your email support.
23 June 2026
Unprompted review
Reply from Moda in Pelle
Thank you so much for your lovely review and for your continued loyalty to Moda in Pelle.
We are delighted to hear that our shoes are your footwear of choice and truly appreciate your support over the years. We completely understand your disappointment that Roomes in Upminster no longer stocks our products, particularly when you prefer to try on different sizes before making a purchase.
We are pleased to hear that you have found our store in Amersham, although we appreciate that this is quite a journey for you. Whilst we do not currently have a standalone Moda in Pelle store in London, we would recommend checking our Store Locator on our website, as we also stock our products through a number of concession partners and independent retailers that may be more convenient for you.
Thank you also for your kind comments regarding our customer service team. We are always happy to help and support our customers wherever we can.
We hope you continue to enjoy shopping with us and finding your perfect Moda in Pelle styles.
Best wishes,
The Moda in Pelle Team
Shoes way too small AND pay for returns!
I wish I’d read the reviews before I’d purchased two pairs of shoes from this company.
The shoes took a while to arrive - much longer than any other company I buy from. I received a daily email saying that they hadn’t forgotten my order , they were just very busy.
I’d ordered two pairs of the Sorrento style in my usual size 39. However when the shoes eventually arrived I found that not only were they too small, I couldn’t actually get my feet into them !
Obviously they both needed to be returned and refunded. Reading the instructions regarding returns I was extremely annoyed to find that I would have to pay the full postage . I’ve never had to do this before as most reputable companies have set up an online returns portal and have arrangements with couriers.
I have put both pairs together and wrapped them for return- goodness knows how much I will have to pay for postage , especially as there seems to be an issue with returns being lost on the way to this company. I’ll need to pay more for the parcel to be tracked to ensure it arrives.
I do hope my refund will be processed by customer services in a timely manner.
It goes without saying that I won’t be buying from Moda in Pelle again.
23 June 2026
Unprompted review
Reply from Moda in Pelle
Thank you for taking the time to leave your review.
We are very sorry to hear that your experience did not meet your expectations. We appreciate how disappointing it must have been to wait longer than anticipated for your order, only to find that the shoes were not suitable when they arrived.
We understand that footwear fit can vary between styles and we are sorry that the Sorrento shoes were not the right fit for you. We also appreciate your comments regarding our returns process. Customer feedback is extremely important to us, and we will ensure your comments are shared with the relevant teams for review.
Once your return has been received and processed by our warehouse, your refund will be issued back to your original payment method. Please allow up to 10 working days from the date the parcel is delivered to our returns address for processing. A confirmation email will be sent once the refund has been completed.
If you require any assistance with your return, please contact us at customerservices@modainpelle.com with your order number or email ticket number, and we will be happy to look into this for you.
We are sorry that we have left you feeling this way and appreciate you taking the time to share your experience.
Best wishes,
The Moda in Pelle Team
A Moda in Pelle treat coming in the post…
I love getting my new shoes from Moda in Pelle. I bought a pair of sandles and just what I need now which are stylish and comfortable. My treat are my Silver Shoes which are so lovely and I am thrilled with them. They are the comfortable standout shoes. Thank you Moda in Pelle
21 June 2026
Unprompted review
Reply from Moda in Pelle
Thank you for taking the time to leave such a lovely review.
We are delighted to hear how much you enjoy receiving your Moda in Pelle purchases and that both your sandals and silver shoes have been a success. It is wonderful to know that your new shoes offer the perfect combination of style and comfort, and that your silver pair has become such a standout addition to your collection.
Your kind words mean a great deal to us, and we are thrilled that your Moda in Pelle treats continue to bring you joy.
We hope you enjoy wearing them and look forward to helping you find your next favourite pair soon.
Best wishes,
The Moda in Pelle Team
Excellent service
I had the need to contact Moda in Pelle about trainers that I had bought last season and one had developed a faulty zip. I contacted them to see if they could recommend a reputable repairer, as I really loved the trainers for both comfort and style. Unfortunately this was not possible but Isabella was very prompt courteous and extremely helpful and has restored my faith in large retailers as I was granted an amount of discount for my next purchase which was very welcome and unexpected.
Excellent customer service.
22 June 2026
Unprompted review
Reply from Moda in Pelle
Thank you for your wonderful review.
We are delighted to hear that you received such positive service from our Customer Services team. It is particularly pleasing to know that Isabella was able to assist you promptly and professionally, and that we were able to provide a resolution that restored your confidence in shopping with us.
We understand how disappointing it can be when a favourite pair of shoes develops an issue, so we are pleased that we were able to offer a gesture of goodwill that was both helpful and appreciated.
Your kind comments regarding the comfort and style of our footwear, as well as the service you received, mean a great deal to us and will be shared with Isabella and the wider team.
Thank you for taking the time to share your experience. We truly value your support and look forward to welcoming you back to Moda in Pelle in the future.
Best wishes,
The Moda in Pelle Team
Extremely fast and friendly.
My issue with a faulty zip and the return of the footwear was resolved in a few days and that includes the replacement.
Isabella and Beatriz were extremely helpful and replied to my emails almost immediately.
Fantastic customer service.
Thank you..
15 June 2026
Unprompted review
Reply from Moda in Pelle
Thank you so much for your wonderful review.
We are delighted to hear that your issue was resolved quickly and that the return and replacement process met your expectations. Providing efficient and helpful customer service is extremely important to us, so it is fantastic to know that Isabella and Beatriz were able to assist you promptly throughout the process.
Your kind words will be shared with the team and will mean a great deal to them.
Thank you for choosing Moda in Pelle. We truly appreciate your support and look forward to welcoming you back again in the future.
Best wishes,
The Moda in Pelle Team
Excellent customer service
Excellent customer service. My parcel went missing, but Nicole was very helpful and arranged a refund quickly. The issue was handled professionally and efficiently. Thank you.
19 June 2026
Unprompted review
Reply from Moda in Pelle
Thank you for taking the time to leave such a lovely review.
We are delighted to hear that you received excellent customer service and that Nicole was able to assist you in resolving the issue quickly. Whilst we are sorry that your parcel went missing, it is wonderful to know that the matter was handled professionally and efficiently and that Nicole was able to provide a positive experience during an unfortunate situation.
Your kind feedback will be passed on to Nicole and the wider team.
Thank you for shopping with us, and we hope to welcome you back again soon.
Best wishes,
The Moda in Pelle Team
I am still waiting on a refund from…
I am still waiting on a refund from this company and have emailed twice and get same reply , your in a queue for refund its shocking and i will not be using them again
18 June 2026
Unprompted review
Reply from Moda in Pelle
Thank you for taking the time to leave your review.
We are sorry to hear that you are disappointed with the time taken to receive your refund. We understand how frustrating it can be to wait for an update, particularly when you have already contacted us regarding the matter.
Refunds are processed in the order that returns are received and can take up to 10 working days from the date the return arrives at our warehouse. We appreciate that waiting can be frustrating and apologise for any inconvenience caused.
We would like the opportunity to look into your return and provide an update on its status. Please contact us at customerservices@modainpelle.com with your order number or return details, and a member of our team will be happy to assist further.
Best wishes,
The Moda in Pelle Team
Poor return/refund process
Shoes were nice though had to return as didn’t suit me.
Have to pay your own return postage and the refund process is painfully slow - I believe intentionally so. Communication is non existent until the point they issue the refund. Absolutely no need for the company to be so slow in returning money.
As a result I would not buy from this company again.
Edited following response: yes, the return process is explained on the website. That does not mean it is a good one, or efficient. My returns were received by you, according to tracking, on 3 June. Refund was not issued until 16th. And will take a few days to land in my account. Yes, within your timescales, but woefully slow nonetheless. Customers should be aware it really will take as long as it says.
3 June 2026
Unprompted review
Reply from Moda in Pelle
Thank you for taking the time to share your feedback.
We're pleased to hear that you liked the shoes, although we're sorry they were not quite right for you.
We appreciate your comments regarding our returns process. Our returns policy and timescales are outlined on our website, and refunds can take up to 10 working days from the date a return is received at our warehouse. This allows our team time to inspect and process returned items before issuing refunds back to the original payment method.
We understand that waiting for a refund can be frustrating, and we're sorry that the process did not meet your expectations. We are continually reviewing our services and customer feedback helps us identify areas where we can improve.
If you would like us to look into your return specifically, please contact us at customerservices@modainpelle.com with your order number or email ticket number and we will be happy to assist further.
Best wishes,
The Moda in Pelle Team
Have many shoes from Moda in pelle
Have many shoes from Moda in pelle. All have been great. I’m very pleased with the service and quick deliveries. My last order, unfortunately I need to return as the shoes were too narrow. There wasn’t a returns note with my order but customer services soon replied to my query and a replacement form was sent to me. Thanks for the help I received
15 June 2026
Unprompted review
Reply from Moda in Pelle
Thank you for taking the time to leave us such a lovely review.
We are delighted to hear that you have enjoyed many purchases from Moda in Pelle over the years and that you have been pleased with both our products and delivery service.
Whilst we're sorry to hear that your recent shoes were not quite the right fit, we're pleased that our Customer Services team were able to assist quickly and provide you with a replacement returns form. We always aim to make the process as straightforward as possible and it's wonderful to know that the support you received met your expectations.
Thank you again for your kind comments and continued loyalty. We look forward to welcoming you back again soon.
Best wishes,
The Moda in Pelle Team
Had a horrible experience with Moda in …
Had a horrible experience with Moda in pelle. Ordered x3 pairs of trainers online. They use Evri as courier. The courier threw the parcel in the bushes at night. Went outside to look for parcel it was not there.
Now have to chase Moda in Pelle for full refund.
Never again.
I have the picture of the parcel in the bushes outside courtesy of the courier with no name, but no parcel?
11 June 2026
Unprompted review
Reply from Moda in Pelle
Thank you for taking the time to share your experience.
We are very sorry to hear about the issues you encountered with the delivery of your order. We understand how frustrating and disappointing it must be to be notified that a parcel has been delivered, only to find that it is not where the courier's photograph suggests it was left.
Please be assured that when parcels are reported as missing, we investigate the matter thoroughly with the courier to establish what has happened and to reach a resolution as quickly as possible. We appreciate that this process can be frustrating for customers who are simply waiting for their order or refund.
We would welcome the opportunity to review your case further. Please contact our Customer Services team at customerservices@modainpelle.com with your order number or email ticket reference so that we can look into this for you.
Best wishes,
The Moda in Pelle Team
Happy as ….Delighted to find the bag to match my…
Delighted to find the bag to match my Moda in Pelle pink suede sandals purchased via next online (from experience they offer quality ,comfort & style for my older lady feet)
I opted for Next day delivery… 2 days later I hadn’t heard so emailed just to chase up my order . Without request my bank was credited with delivery charge & a personalised email to say courier had been contacted.
The bag has arrived … even better & roomier than it appears in photos .
One happy mother if the bride !
10 June 2026
Unprompted review
Reply from Moda in Pelle
Thank you for taking the time to leave such a wonderful review.
We are delighted to hear that you found the perfect bag to match your pink suede sandals and that both style and comfort have continued to meet your expectations over the years.
Whilst we are sorry that your order did not arrive as quickly as anticipated, we're pleased that our Customer Services team were able to assist promptly and arrange a refund of your delivery charge. It's also lovely to hear that the bag exceeded your expectations and was even roomier than expected.
We hope you have a fantastic time as Mother of the Bride and wish you a truly special and memorable occasion.
Best wishes,
The Moda in Pelle Team
Faulty item
I had a problem with the shoes I received and I contacted customer services by email. I’ve got to say the attention I got was first class and my problem solved very quickly. I was very pleased with the adviser who dealt with my query.
5 June 2026
Unprompted review
Reply from Moda in Pelle
Thank you for taking the time to leave your review.
We are delighted to hear that you were pleased with the service you received from our Customer Services team and that your issue was resolved quickly. Providing helpful, efficient support is something we strive for, so it is wonderful to know that your experience reflected this.
Your kind comments will be shared with the adviser who assisted you, as we know they will be very pleased to hear your feedback.
Thank you for choosing Moda in Pelle, and we hope to welcome you back again soon.
Best wishes,
The Moda in Pelle Team
Their shoes are pretty but the return…
Their shoes are pretty but the return process doesn't seem to work. How do you refund exactly?
First time returning an item of clothing I opened a PayPal case to get my money back apparently evri 'lost' my package. That was last year.
This year I returned some shoes and I used royal mail with signed and picture. It clearly reached their warehouse but no signs they even got my package to refund. I have send an email today with image proof of the shoes and the tracking of royal mail.
Edit after complaining on here Beatriz has refunded me for the shoes I returned thank you.
9 June 2026
Unprompted review
Reply from Moda in Pelle
Thank you for taking the time to leave your review.
We are sorry to hear about your experience and understand how frustrating it can be when you are waiting for a refund after returning an item.
We would like the opportunity to look into this for you. If you have already contacted our Customer Services team, please reply to this review with your email ticket number so that we can locate your correspondence and investigate the status of your return.
Once we have your ticket number, we will be happy to review the details and provide an update as quickly as possible.
We look forward to hearing from you.
Best wishes,
The Moda in Pelle Team
I have had excellent experience with my…
I have had excellent experience with my order and have no complaints
Their customer service is amazing and very easy to deal with
Very happy customer and will be ordering again without hesitation
9 June 2026
Unprompted review
Reply from Moda in Pelle
Thank you so much for your wonderful review.
We are delighted to hear that you had such an excellent experience with your order and that our customer service team was able to provide the support you needed. We work hard to make every customer experience as smooth and enjoyable as possible, so it's fantastic to know we achieved that for you.
Your kind comments mean a great deal to us, and we're especially pleased to hear that you found our team easy to deal with.
Thank you for choosing Moda in Pelle. We truly appreciate your support and look forward to welcoming you back again soon.
Best wishes,
The Moda in Pelle Team
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