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Free Delivery on orders $65* 15% OFF Big Brands! Use code: BRAND15 Join Teacher Discount Scheme

FAQ

Delivery 

Where is my order?
We aim to dispatch orders within 1 business day, and delivery times depend upon what service you select at the checkout. Estimated and maximum delivery timescales can be found here: https://www.movedancewear.com/delivery/. If you have not received your order after allowing the maximum time, please get in touch with our Customer Services team who can assist further. 

What delivery services do you offer? 
Full details on what delivery services are available can be found here: https://www.movedancewear.com/delivery/

Orders 

I have placed my 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 supplied. Please check your "junk" email inbox, as emails from unknown senders are often treated as spam. If you cannot find the confirmation email please contact us and we will verify that your order has registered on the system.

Can I cancel or amend my order? 
Our recent warehouse systems update has enabled us to become more efficient in dispatching orders. This does, however, mean that there is only a small window of opportunity to make changes to your order. If you would like to cancel or make any amendments, please call our Customer Services team on 0333 880 2740 to check if this is possible. 

I have received a faulty item
We’re very sorry that you have received a faulty item, or that an item you purchased from us has become faulty. Please return this to us as soon as possible, and enclose either your returns slip, or a cover note describing the fault (including your order ID). 

For UK customers, you can return faulty items back to us free of charge using the Royal Mail pre paid return label found here:https://www.royalmail.com/track-my-return/create/2604

The faulty item will be refunded to your original payment method upon receipt. If you require a replacement, please contact [email protected] before sending any items back to us, including the word ‘FAULTY’ in the subject line.

For International customers, please contact [email protected] before sending any items back to us, including the word ‘FAULTY’ in the subject line. A member of the team will advise the best way to return the item to us. 

I am missing an item from my order
Depending upon 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 was not included in your parcel, please contact Customer Services who will be able to 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, or is on the way to you in a separate package.

I have received a wrong item
We’re very sorry if you have received an incorrect item. Please return this to us as soon as possible, and enclose either your returns slip, or a cover note containing your order ID.

For UK customers, you can return erroneous items back to us free of charge using the Royal Mail pre paid return label found here:https://www.royalmail.com/track-my-return/create/2604

The item will be refunded to your original payment method upon receipt. If you require the correct item, please contact [email protected] before sending any items back to us.

For International customers, please contact [email protected] before sending any items back to us, so we can advise how to proceed with the return. 

Returns 

How do I return an item?
Full details on how to return items can be found here:https://www.movedancewear.com/returns/ 

Can I exchange an item?
Unfortunately, we do not offer exchanges. If you require a replacement order, we ask that you return any unwanted items to us for a refund, then place a new order for the required items. Please contact Customer Services once your new order has been placed, to request a refund on your delivery fee.

When will I receive my refund?
Returns are normally received and processed within 10 (UK) or 15 (Europe and Worldwide) business days. Sending items back using a priority delivery service will not speed up the returns process. Refunds will be made to your original payment method. Please allow 3-5 business days for funds to become available in your account, once the return has been processed.

We are currently working with a reduced workforce in our Warehouse, in order to adhere to safety guidelines. We kindle ask that you allow a little longer for returns to be processed during this time.

Product Information 

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.  

Some products are manufactured outside of the UK, and may display a European or America size. Where possible, there will be a size chart available for you to check conversions, but if you require any additional information regarding sizing, please get in touch with our Customer Services team.

Capezio Sneakers 
The UK size printed on the tongue of Capezio Sneakers will show incorrectly. We have converted these so you can order your normal street shoe size. This does mean the shoes you receive will have a different UK size printed on the tongue to what you ordered.

If you currently own a pair of Capezio sneakers or know the size you need to be printed on the shoe, please get in touch with our Customer Services team who will be happy to assist.

The product I want is out of stock
In most cases, we allow out of stock items to be back-ordered. In these cases, you will notice an estimated dispatch time for when we expect the items to become available. You are able to order these products as normal, but they will not be dispatched immediately. The payment will be taken upfront and the items will be ordered with our supplier. Once the order from the supplier arrive into our Warehouse, your item will be processed and dispatched automatically.

If an item is not back-orderable, it will show as ‘Not Available’ 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 inform customers when products come back into stock, but we are working on it! In the meantime, please contact Customer Services 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:https://www.movedancewear.com/brands/

Payment Queries 

What payment types do you support? 
You can place an order 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 £200/250€.  

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. 

Using promotional codes
Promotional codes can be added in ‘My Bag’ or at the ‘Checkout’ page in the ‘Add discount code’ box. Once applied successfully, you will see the discount and applicable promotional message before proceeding to ‘secure checkout’.

Rejected payments
If your card payment is being rejected unexpectedly, please make a not of the message you are shown and contact the customer services team.

Customer Accounts 

I am having trouble signing into my account
We recently updated our Move Dance website, and whilst your account details have been retained, you will need to reset your password in order to log in to the new site. You can reset your password here:https://www.movedancewear.com/login.php?action=reset_password 

Why can’t I see 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 orders placed on or after 7th October 2020. 

How do I sign up for a teacher account?
You can sign up to our Dance Teacher discount scheme here:https://www.movedancewear.com/login.php?action=create_account&teacher_sign_up

Your account will be verified once our team have carried out eligibility checks. Any orders you place before your order is validated will not qualify for a discount. 

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.