Frequently asked questions.

You can check out as a guest, but creating a Moodboard account lets you manage orders effortlessly — save your address details and review your purchase history with ease.

1. Go to moodboardstore.online.
2. Browse our collections and click any product to see full details.
3. Choose your size and tap Add to bag.
4. Open your bag to review your selections. To remove an item, simply click the “–” beside it.
5. When you’re ready, click Checkout and follow the prompts to complete your payment.

Not seeing something you want online? Email or call us — we’ll check our outlets for availability and arrange a mail-order (subject to stock). Allow an extra 7 days for delivery once your order is confirmed.

We process orders within 3 working days. Any orders placed on weekends or public holidays will begin processing on the next business day.

Please be aware that fulfilment and shipping can take longer during public holidays and seasonal sales, though we’ll do our best to dispatch your order as quickly as possible. These timelines are intended as guidelines; we’ll update you as soon as your order has shipped.

Once you’ve placed an order, you’ll receive an email acknowledging its receipt — this isn’t a guarantee of acceptance. We’ll review your details, and once everything checks out, we’ll approve and dispatch your items. You’ll get a second email when your order ships. If we need any additional information, our Customer Service team will reach out.

Unfortunately, once your order has been placed we are unable to change any of the details, as we work towards fulfilling your order as soon as possible. Please note that we are unable to add or remove an item from an order or combine two orders in the same shipment. Kindly contact Customer Service for further information.

All payments are processed securely through Stripe. We accept credit and debit cards — Visa, Mastercard and American Express. The payment options available for your order are shown at checkout.

All information you provide is kept strictly private and confidential. We may use your contact details to share updates on our latest products and promotions. For more information, please refer to our Privacy Policy.

All payments are processed in Malaysian Ringgit (MYR).

To create an account, simply enter your details on the Sign up page.

You’ll benefit from streamlined account management — saving and updating your addresses, tracking your order and shipping history, and receiving exclusive updates on new launches and seasonal promotions.

We recommend against changing your order after it’s placed, as it can lead to processing delays. If your order hasn’t shipped yet, we may still be able to update your shipping details. Once it’s dispatched, however, address changes are no longer possible.

Orders are processed within 3 working days, then delivered by courier:

• West Malaysia — 1–3 working days · RM10
• East Malaysia — 2–5 working days · RM20
• Singapore / Brunei — 3–7 working days · RM45
• Philippines — 3–7 working days · RM50

The final shipping cost is shown at checkout. See our Shipping & Returns page for full details.

Once your order ships, we’ll email you a confirmation with your unique tracking number — simply use it to track your package online.

We’ll consolidate and ship all items in your order together whenever stock allows; however, availability may sometimes require separate shipments.

If you’ve received the wrong item or believe your purchase is defective, please email our Customer Service team at askme@moodboardstore.online and include:

• Your order number or proof of purchase
• A brief description of the issue
• Photos showing the problem

Once we receive your return, our quality control team will examine the item to determine if it’s a defect or normal wear. If repair is possible, we’ll let you know — though we can’t guarantee it. In cases of a confirmed defect, we’ll arrange a replacement. Our team will contact you with next steps.

You may return eligible items within 14 days of delivery. To qualify, products must be unworn, unwashed, and in their original packaging with all labels still attached. Damage from normal wear and tear is not considered a defect.

To start a return, email askme@moodboardstore.online with your order number and product details. Every returned item will be inspected under our Returns Policy — meeting the above requirements does not guarantee approval, as we reserve the right to decline any return or refund.

If you’d like to exchange for a different item, you may top up the difference if the price of the item is higher. Please note that promotional products are final sale and cannot be returned or exchanged, unless they’re faulty.

We aim to process all approved returns within 5 business days of receipt (up to 7 days during busy sale periods). Management retains the discretion to reject any return or refund.

Once your return meets our eligibility criteria, please ship your item to:

Shiranoe Sdn Bhd (741630-K)
15, Jalan Helang Bukit,
Kepong Baru Industrial Estate,
52100 Kuala Lumpur, Malaysia
Tel: +603-6274 3334

We strongly recommend using a tracked shipping service, as we cannot be held liable for parcels lost in transit. For change-of-mind exchanges, return postage is at your expense, and a handling fee of RM10 (West Malaysia) or RM20 (Sabah & Sarawak) applies to send out your exchanged item. For faulty or wrong items, our team will advise you on return shipping.

If you’d like to exchange for a different product, email us at askme@moodboardstore.online and our Customer Service team will take it from there.

Clearance and sale items can’t be exchanged or returned, unless they’re faulty.

There are no cash refunds for change of mind. Items may be returned and exchanged for an item or items of equal value. For an item of higher value, you will need to top up the difference. The value mentioned excludes shipping and other charges.

If an item is faulty or we sent the wrong one, we’ll replace it (subject to stock). If no replacement is available, we’ll refund you to your original payment method.

New shoes — especially leather — often need a little time to mould to your feet. Wear them around the house for 1–2 hours at a time over a few days before taking them out for a full day. If a spot rubs, a plaster on your heel or toes helps while the material softens.

Tip: try them indoors on a clean floor first and keep the box and labels until you’re sure. Worn shoes can’t be exchanged.

Wear them with thick socks around the house a few times, or use a shoe stretcher overnight. For leather shoes, a cobbler can stretch them professionally. Avoid using heat (like a hairdryer) as it can damage the material.

If they’re clearly the wrong size, you can exchange unworn pairs within 14 days — check our size guide to find a better fit.

• Leather: wipe with a soft, damp cloth and let dry naturally. Use leather conditioner every few months to keep it soft.
• Suede & nubuck: keep dry. Brush gently with a suede brush and use a suede eraser for marks. A protector spray before first wear helps.
• Fabric, canvas & knit: brush off dirt, then clean with a soft brush, mild soap and lukewarm water. Air-dry. Avoid the washing machine unless the care label says it’s fine.
• Synthetic & rubber: wipe with a damp cloth and mild soap.

Pat them dry with a towel, stuff them with newspaper or paper towels to soak up moisture and keep their shape, then let them air-dry at room temperature. Never dry them in direct sun or near a heater — it can crack leather and warp soles.

Keep them in a cool, dry place away from direct sunlight, ideally in their box or a dust bag. Stuff them with paper or use shoe trees to hold their shape. Avoid sealed plastic bags — in our humid weather they trap moisture and can cause mould. A few silica gel packs in the box help. If you can, give each pair a day’s rest between wears so it can air out.

It depends on how often you wear them. Everyday pairs usually last 6–12 months of regular use. Signs it’s time for a new pair: soles worn thin or uneven, flattened cushioning, or feet that ache after wearing them.

A size guide with measurements and fit tips is available on each product page. Keep in mind that foot length alone doesn’t determine shoe size — cut, style and heel height all influence comfort. As a result, two pairs in the same size may feel different if their designs or cuts vary.

Adding items to your bag or wishlist doesn’t reserve them. To secure your purchase, please complete the checkout and payment process.

If your desired item or size isn’t available online, we can check our outlet stores for you — just email askme@moodboardstore.online to ask about a specific style.

We’re sorry for the inconvenience. If you experience any issues, please email our Customer Service team at askme@moodboardstore.online right away with:

• Your order number or proof of purchase
• A brief description of the problem
• Photos illustrating the issue

Our team will review your information and get back to you with the next steps.

To qualify for repairs, items must be returned within 30 days of purchase. While we’ll make every effort to fix any faults, not all damage can be repaired — some materials or styles may be beyond repair. We also reserve the right to refuse repair requests based on the nature of the damage.