Frequently Asked Questions (FAQ)

Common questions about Odelloo leather mules, ordering, shipping, and returns. If your question is not answered here, email Support@odelloo.com.

Products and materials

What are Odelloo mules made of?
The upper, lining and insole are leather. The outsole is rubber. Specific material and construction details (smooth vs grained finish, lining colour, hardware) are listed on each individual product page.

Are the mules suitable for men or women?
Both. Odelloo stocks a unisex size range from UK 3 to UK 13. The same physical shoe is available across the full range — there is no separate "men's version" or "women's version". Pick the size that matches your standard UK size.

What is the difference between Buckle and Loafer mules?
The Buckle mule has a side buckle detail and a slightly more dressed-up silhouette. The Loafer mule has a moccasin-style apron and reads more casual. Both are backless slip-on shoes with a low, even sole. Vamp shape differs slightly between the two — if you have a high instep, the Loafer can fit slightly more accommodatingly.

How should I care for leather mules?

  • Wipe with a soft, dry cloth after each wear.
  • Avoid prolonged exposure to water and direct heat (no radiators, no hairdryers).
  • Apply a neutral leather cream every few weeks to keep the upper supple.
  • Store in the supplied cotton dust bag, ideally with a shoe tree or stuffed with paper to hold the shape.
  • For dark colours, use a leather conditioner matched to the colour to refresh the finish over time.

Will the leather scuff or stretch?
Like any leather shoe, the upper eases slightly with wear and may pick up small surface marks over time. This is normal and is not grounds for a faulty-item claim. Significant manufacturing defects (split seams, separated sole, faulty hardware) are covered by the Consumer Rights Act 2015 and the refund policy.

Sizing

What sizes are available?
UK 3 to UK 13 (EU 36 to EU 46). Half sizes are not stocked.

I'm between sizes. Which should I order?
Mules have an open back, so the forefoot carries most of the holding pressure. If you are between sizes, the larger of the two is generally the safer choice for a slip-on mule — the smaller can feel tight across the toes. See the size guide for the full UK / EU / US conversion table including foot length in centimetres.

How do I measure my foot at home?
Stand on a flat sheet of paper with your heel touching a wall. Mark the position of the tip of your longest toe. Measure from the wall to the mark in centimetres. Measure both feet at the end of the day (when feet are at their largest) and use the longer of the two values. Compare to the foot-length column in the size guide.

Orders and payment

Which payment methods do you accept?
Visa, Mastercard, American Express, Maestro, Apple Pay and Google Pay. All payments are processed by Shopify's secure checkout — Odelloo does not see or store full card details.

Is the checkout secure?
Yes. Payment information is transmitted over a TLS-encrypted connection directly to the payment processor. Odelloo's servers do not receive or store full card details.

Can I change or cancel my order after placing it?
Yes, if you contact us within 12 hours of placing the order, before it is handed to the courier. Email Support@odelloo.com with your order number as soon as possible. After dispatch, the order can be returned per the refund policy once it arrives.

Will I get a VAT invoice?
Odelloo is not currently VAT-registered, so VAT does not apply to UK orders and a VAT invoice is not issued. You will receive a standard order confirmation with the price you paid.

Shipping and tracking

Where do you ship to?
United Kingdom only at this time (England, Scotland, Wales, Northern Ireland). We do not ship internationally. To be notified when we expand, email Support@odelloo.com.

How much is shipping?
Standard UK shipping is free on all orders, with no minimum order value.

How long will my order take to arrive?

  • Processing time: 1 to 3 working days
  • Transit time: 6 to 7 working days
  • Total estimated delivery: 7 to 10 working days

Working days are Monday to Friday, excluding UK public holidays.

How do I track my order?
Once your order has been dispatched, you receive an email with the tracking number and a tracking link. You can also view your order status at any time from Track your order (enter your order number and the email address used at checkout).

What if I haven't received a tracking email?
Check your spam folder first. If you still cannot find it after 4 working days from placing the order, email Support@odelloo.com with your order number and we resend the tracking details.

What if my parcel is delayed or lost?
If the tracking shows no movement for 10 working days or more, contact us at Support@odelloo.com. Odelloo will work with the carrier to locate the parcel or arrange a suitable resolution (replacement or full refund) if the parcel is confirmed as lost.

Returns and exchanges

What is your return window?
30 days from the delivery date. This is offered in addition to your statutory 14-day right of cancellation under the UK Consumer Contracts Regulations 2013.

How do I return an item?
Email Support@odelloo.com with your order number. We send a return-merchandise authorisation (RMA) and the return address (Barkat House, Suite 9, 116-118 Finchley Road, London NW3 5HT). Ship the items back via a tracked service. See the refund policy for the full procedure.

Who pays for return shipping?

  • Faulty, damaged, or wrong item: Odelloo pays.
  • Change of mind / wrong size: customer pays.

Can I exchange for a different size or colour?
Yes — return the original pair and place a new order for the size or colour you want. If you need a specific size held while your return is in transit, email us and we will hold a pair for up to 14 days where stock allows.

When will I get my refund?
Within 5 to 10 working days of Odelloo receiving the return. Refunds go back to the original payment method.

What if my order arrives damaged?
Email Support@odelloo.com within 48 hours of delivery with photos of the parcel and the damaged item. Do not start a standard return — Odelloo will arrange a replacement or refund at no cost to you.

Contact and customer service

How can I contact Odelloo customer service?

Who operates Odelloo?
Odelloo is the trading name of the storefront. The legal operating entity is CSJO Ltd (Companies House registration number 13189175), with registered office at Barkat House, Suite 9, 116-118 Finchley Road, London NW3 5HT, England. Orders are dispatched from and returned to the operational address at Barkat House, Suite 9, 116-118 Finchley Road, London NW3 5HT, England. For all customer queries, contact Odelloo at Support@odelloo.com.