FAQ

Delivery

Where is my order?

We aim to dispatch orders within 1 working day. The estimated delivery date for your order depends on the chosen delivery service. You can view the estimated delivery times for each shipping method on the delivery page. Please note that we cannot guarantee orders will arrive within the estimated time frame, and may arrive sooner or later. Each delivery service will display a maximum delivery time that we must allow before classing a parcel as lost. We are unable to refund any orders not received before the maximum time has passed.

How can I track my order?

All parcels shipped to the US are fully tracked. On your dispatch email, you will find a tracking number you can use to track your parcel. Depending on the chosen delivery service, the end mile carrier will either be USPS or DHL.

I’ve waited the maximum delivery time but my order still hasn’t arrived

We’re sorry if your order has still not arrived after allowing the maximum time for delivery. Please get in touch so we can investigate this for you.

What delivery services do you offer?

Full details on the available delivery services for your Country can be found here.

Returns

How do I return an item?

Click here for full details on how to return items.

Can I exchange an item?

Unfortunately, we do not offer exchanges. If you need to replace an item you have purchased, please return the unwanted item to us for a refund and then place a new order for the required item. If you get in touch before placing your new order, we will be happy to provide you with a free delivery code to avoid paying shipping on the replacement order.

How do I know if you have received my return?

When your items arrive in our warehouse, they are added to a queue of orders waiting to be returned. It can take up to 20 working days for us to receive and process your return. We will only send you an update once your refund has been processed and not when your order arrives into our Warehouse, however if you returned your items using our online returns portal, you’ll be able to track your return yourself.

When will I receive my refund?

Once your return has been processed, the funds will be credited back to the original payment method. If you paid with PayPal, the funds should clear immediately after processing, however refunds to a credit or debit card may take an additional 3-5 working days to clear from the date your refund was processed.

Order Issues

Can I cancel or amend my order?

Thanks to our super efficient warehouse systems, orders are picked and packed very quickly. This means that there is only a small window of opportunity to make any changes to your order. If you would like to cancel or make any amendments, please call our Customer Services team on +44 (0)845 838 4682 to check if this is possible. If you need to get in touch outside of business hours, click here to leave us a message via chat or our contact form.

I have a faulty item, what should I do?

We’re sorry that you have received a faulty item, or that an item you recently purchased from us has become faulty. Please return this to us following the process below, and we will issue a refund to your account upon receipt of the faulty item.

For US customers, you can return faulty items back to us free of charge using the online returns portal.

For customers outside of the US, UK and EU, we currently do not have a free returns option available. Please contact us before sending the faulty item back so we can advise further.

If you require a replacement for your faulty item, please get in touch before sending it back to us.

I’ve received an incorrect item

We apologise if you have received an incorrect item. Please return this to us following the process below, and we will issue a refund to your account upon receipt of the item.

For US customers, you can return incorrect items back to us free of charge using the online returns portal. Please note, you will need to contact us to request a free return voucher code.

For customers outside of the US, UK and EU, we currently do not have a free returns option available. Please contact us before sending the incorrect item back so we can advise further.

If you require a replacement for the incorrect item, please get in touch before sending it back to us.

An item is missing from my order

Depending on stock availability, items may be dispatched in separate parcels. Your dispatch note will display the items included inside that package. If an item is listed on your dispatch note but is not included in your parcel, please contact us so we can assist further. If the item is not listed on your dispatch note, it could be that this has not yet been dispatched from our warehouse yet, or is on the way to you in a separate package.

I’ve placed an order but not received a confirmation email

When you place an order, you will be sent an automated confirmation email directly to the email address you provided when placing your order. Please check your "junk" email inbox, as emails from unknown senders are often treated as spam. If you cannot find your confirmation email, please contact us and we will verify if your order was successful.

My Account

Why can’t I see all of my order history?

Don’t worry if you can’t see all of your previous order history! This will be imported over to our new website soon. Currently, you will only be able to view your orders placed on or after 7th October 2020. If you need any information on a previous transaction, please get in touch and we can help!

How do I register for a Teacher account?

If you are a Dance Teacher or member of staff at a Dance School, you can register for a Teacher account.

Your account will be verified within 1 working day, once our team has carried out the necessary eligibility checks. Any orders you place before your order is validated will not qualify for a discount.

Product & Stock

What size should I order?

Unless otherwise stated, we advise that you order your regular clothing and shoe size across our website. If we are aware that a style comes up either small or large, a notice will be present in the ‘Sizing Info’ section within the description of the product.

Depending on the brand and manufacturer, some shoes may display UK, European or American sizing. Where possible, there will be a size chart available for you to check conversions, but if you require any additional information regarding sizing, please contact us.

The product I want is out of stock

In most cases, we allow out of stock items to be back-ordered. This means that you can add the item to your basket, place the order and make payment for it, but the item will be ordered with our supplier then dispatched to you once available. In these cases, you will notice an estimated dispatch date is given for when you can expect us to ship the item to you.

If an item is not back-orderable, it will show as ‘Not Available’ on the website, and you will not be able to add these to your basket. These are items that usually have a long supply time or have been discontinued.

We currently do not have the facility to alert customers when products come back into stock, but we are working on it! In the meantime, contact us to find out more information on stock availability.

Find a brand

Move Dance are proud to sell a wide range of over 50 dancewear brands including our own brands Move Dance and Alegra. A full list of the brands that we sell can be found here.

Payment Queries

What payment types do you support?

You can place an order on our website using a debit/credit card or with a registered PayPal account. We also accept payment via bank transfer through a pro forma invoice, subject to a minimal purchase of $270.

Are my credit card details safe?

Your credit card details are very safe. All our online transactions are fully secure, encrypted, and use Secure Certificates to ensure your data is transmitted safely.

My card payment was rejected

If your card payment is being rejected unexpectedly, please make a note of the error message you are shown and contact us so we can help!

Using promotional and discount codes

Promotional and discount codes can be applied to your order either from your ‘Bag’ or at the ‘Checkout’ page by clicking on the ‘Add discount code’ box. Once applied successfully, you will see the discount and applicable promotional message before proceeding to ‘secure checkout’.

Why am I being asked to provide proof of ID before my order can be shipped?

We occasionally carry out random security checks. This is to ensure that no one uses your data without your consent, or with a stolen or duplicated card. In this instance, we will contact you to request the relevant documentation in order to proceed with your order. We thank you for your patience and understanding of this procedure.

Email Marketing

How can I unsubscribe from marketing emails?

If you no longer wish to receive marketing emails from us, you can unsubscribe using the ‘unsubscribe’ link at the bottom of our emails. Alternatively, you can contact us directly to request your email address to be removed from our marketing list.

The Website

Has your website changed?

You may have noticed some changes to our website when shopping and ordering. In October 2020 we changed our website to a new website platform provider to improve the shopping experience for our customers. You should still be able to find all the same products and brands as before, and checkout in the same way.