FAQ
FREQUENTLY ASKED QUESTIONS
ORDERS & DELIVERY
How long does delivery take?
Our estimated delivery time is 7–15 days.
Delivery times are estimates and may occasionally be affected by courier delays, public holidays, weather conditions or other circumstances outside our control.
Do you deliver across the United Kingdom?
Yes. Maurelle serves customers across the United Kingdom.
Will I receive tracking information?
Where tracking is available, you will receive tracking details once your order has been dispatched.
Please allow some time for tracking information to update after dispatch.
Why has only part of my order arrived?
Some orders may be shipped in separate parcels.
If this happens, the remaining items may arrive on a different day.
You will not be charged additional delivery fees merely because we split your order into multiple parcels.
My tracking says delivered, but I cannot find my parcel. What should I do?
Please first check:
• around your delivery location;
• with other members of your household;
• with neighbours where appropriate; and
• any delivery photograph or courier notification.
If you still cannot locate your parcel, contact us at hello@maurelle.co.uk.
SIZING
What sizing does Maurelle use?
Our footwear is displayed using UK sizing wherever applicable.
Available sizes vary by product. Please check the sizing information shown on the individual product page before ordering.
What if I am between sizes?
Fit can vary slightly depending on the style.
If you are between sizes, please check any product-specific sizing information available on the product page.
If you are still unsure, contact us at hello@maurelle.co.uk before ordering.
Can I exchange my shoes for another size?
Where stock allows, we may be able to assist with an exchange.
In some cases, the easiest option may be to return the original pair for a refund and place a new order in your preferred size.
Contact hello@maurelle.co.uk and we will help you with the next steps.
RETURNS & REFUNDS
What is your return policy?
We offer a 30-day return period.
You can request a return within 30 days of receiving your order.
Can I return my order if I simply change my mind?
Yes.
Eligible items may be returned within our 30-day return period.
For standard change-of-mind returns, return postage is normally your responsibility.
How do I start a return?
Email us at:
Please include:
• your name;
• your order number; and
• the item you wish to return.
We will send you the correct return instructions.
Where should I send my return?
Please do not send returns to our business address unless we specifically instruct you to do so.
Our return location may vary depending on the product or fulfilment route.
Always email hello@maurelle.co.uk first so we can provide the correct return address.
Do I have to pay a restocking fee?
No.
Maurelle does not charge a restocking fee.
Can I try the shoes on before deciding?
Yes.
We recommend trying footwear on indoors on a clean surface.
Please avoid wearing the shoes outside if you may wish to return them.
How long does a refund take?
Once your return has been received and processed, your refund will be issued to the original payment method.
Where your statutory cancellation right applies, refunds are generally processed within 14 days after we receive the returned goods or satisfactory evidence that they have been sent back, whichever occurs first where applicable.
Your bank or payment provider may require additional time before the refund appears in your account.
PROBLEMS WITH AN ORDER
What if my shoes arrive damaged or faulty?
Please contact us at hello@maurelle.co.uk as soon as reasonably possible.
Include:
• your order number;
• a description of the problem;
• clear photographs of the product; and
• photographs of the packaging where relevant.
We will review the issue and help arrange an appropriate solution.
Your statutory consumer rights remain unaffected.
What if I receive the wrong item?
Contact hello@maurelle.co.uk with your order number and photographs of the item received.
We will help resolve the issue.
Can I change or cancel my order?
Contact us as soon as possible at hello@maurelle.co.uk.
If your order has not yet entered fulfilment, we may be able to make changes or cancel it.
Once processing has started, changes cannot always be guaranteed.
PRODUCTS
Are Maurelle shoes only for women?
Maurelle focuses primarily on women’s footwear, with selected unisex styles where appropriate.
What types of footwear do you sell?
Our collection includes:
• sandals;
• trainers;
• boots;
• heels;
• flats and loafers; and
• slippers.
Will the colour look exactly the same as on my screen?
We make every effort to display product colours accurately.
However, colours may appear slightly different depending on screen settings, lighting and device type.
PAYMENT
What currency are prices shown in?
Prices are displayed in pounds sterling (GBP / £) unless otherwise stated.
What payment methods do you accept?
Available payment methods are shown during checkout.
Payment options may vary depending on your device, location and checkout configuration.
Is my payment information secure?
Payments are processed through secure third-party payment providers.
Maurelle does not normally receive or store your complete payment card details.
CONTACT
How can I contact Maurelle?
You can reach our customer support team at:
Email: hello@maurelle.co.uk
Telephone: +1 307-555-0149
For order-related enquiries, please include your order number so we can assist you more quickly.
Who operates Maurelle?
Maurelle is operated by:
NorthBridge Global LLC
30 North Gould Street, Ste R
Sheridan, WY 82801
United States of America
Email: hello@maurelle.co.uk
Telephone: +1 307-555-0149
Maurelle serves customers across the United Kingdom.