FAQ

We aim to dispatch orders within 1 working day. The estimated delivery date for your order depends on the chosen shipping method. 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.

On your dispatch email, you will find a tracking number you can use to track your parcel. Orders under £20 may be sent on an untracked delivery service. If your parcel was sent on an economy delivery service (EU and Worldwide), the tracking will not provide any updates once the parcel has left the UK. If you have an account, you'll be able to access the tracking details by logging in and viewing your order details.  

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.

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

Click here for full details on how to return items.

Unfortunately, we do not offer exchanges. If you need to replace an item you have purchased, please return the unwanted item for a refund and then place a new order for the required item. 

When your item(s) arrive in our warehouse, they are added to a queue of returned parcels waiting to be processed. UK returns will be processed within 10 working days of the item(s) arriving in our warehouse. Returns from EU and Worldwide can take up to 20 working days from the date you post the item(s) back to us. If you have returned using our online portal, you'll receive an email once your parcel has been delivered into our warehouse.

Once your return has been processed, you'll receive a refund confirmation email and 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. Please note: On your refund confirmation email, each item value will be displayed excluding VAT, with the VAT amount added on to the subtotal amount.

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 to your order, please call our Customer Services team on 0333 880 2740 or start a Live Chat so we can 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.

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

For customers outside of the UK, EU and USA, 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.

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 UK/EU/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 UK, EU and USA, 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.

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.

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.

Once logged in, click on ‘Your Account’ in the top right hand corner. Any orders placed since October 2020 will be displayed at the top of the ‘Orders’ tab, and invoices for these orders can be viewed and printed for your records. You can view any older orders placed before October 2020 by expanding the link ‘View older orders (Prior to October 2020)’. Unfortunately, you cannot access invoices for these orders, but if you get in touch with our Customer Services team, we can help!

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.

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 American 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 contact us.

The UK size printed on the tongue of Capezio Sneakers is displayed 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.

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.

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.

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 £500/500€.

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.

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!

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’. Unfortunately, we cannot add a discount to an order once placed. If you forget to enter the code, it is best to get in touch ASAP to request a cancellation of your order (subject to order status) so that you can place a new order using the code.

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.

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.

Gift vouchers can only be redeemed on purchases made on our website. They must also be used on the version of the website in which the voucher was purchased. E.g. a voucher with a value in GBP cannot be used to redeem goods bought in Ireland where the currency is Euros.