FAQ

Ordering

Are your products authentic?
Yes. Every item is inspected and verified before it ships. Read exactly what we check on our Authenticity page.

Do you restock sold-out sizes?
Sometimes. Use the notify-me button on the product page and you will be emailed the moment that size is back, before it is announced anywhere else.

Can I cancel or change my order?
If it has not shipped, yes. Email us with your order number as soon as possible and we will catch it.

Shipping

Where do you ship?
Across the United States and Europe, plus most of the rest of the world. Rates are calculated at checkout.

How long does delivery take?
1–2 business days to process, then 3–7 business days in the US and 5–10 in the EU. Full detail in our Shipping policy.

Is shipping free?
Free standard shipping on orders over $150 or the local equivalent.

Will I pay customs?
Not within the US or within the EU. Outside those zones, duties may be collected by the carrier on delivery.

How do I track my order?
Use the link in your shipping confirmation, or our tracking page.

Returns

What is your return window?
30 days from delivery, worldwide. EU and UK customers also keep their statutory 14-day right of withdrawal.

Do I pay for return shipping?
Only for a change of mind. If the item is faulty or we sent the wrong one, we cover it.

Can I exchange for another size?
Sizes sell out too fast to hold. Return for a refund and order the size you want — tell us at the same time and we will try to reserve it.

When do I get my money back?
Within 3 business days of your return passing inspection. Your bank may take another 5–10 days to show it.

Sizing

Which size should I order?
Start with our Size guide, which converts US, UK, EU, BR and centimetres and lists fit notes per model.

Contact

How do I reach a human?
support@stepzclub.com, answered within one business day, Monday to Friday.