Refund policy
Returns & Refunds
If the pair is not right, send it back. You have 30 days from the delivery date to request a return, wherever you are.
What we accept
- Unworn items in their original condition, with all tags attached.
- The original box, undamaged and not used as the shipping box. The box is part of the product.
- Any accessories, spare laces, dust bags or paperwork that came with the item.
Trying a pair on indoors is expected and fine. Wearing them outside is not — outsoles and creasing tell the story, and worn items are sent back to the customer.
How to start a return
- Email support@stepzclub.com with your order number and the item you want to return.
- We reply within one business day with a return authorisation and the correct address for your region.
- Pack the item in an outer shipping box so the product box travels protected, and send it with a tracked service.
Return shipping
If the item is faulty, not as described, or we sent the wrong one, we pay the return shipping. For a change of mind, return shipping is at your cost.
Refunds
Once your return arrives and passes inspection, we issue the refund to your original payment method within 3 business days. Your bank may take a further 5–10 days to show it. The original shipping charge is refunded when the return is our fault.
Exchanges
Sizes sell out, so we do not hold stock against an exchange. The fastest route is to return the item for a refund and place a new order for the size you want. If the size you need is in stock and you tell us at the moment you open the return, we will do our best to reserve it for you.
Your right to withdraw (European Union & United Kingdom)
If you are a consumer in the EU or the UK, you have a statutory right to withdraw from your purchase within 14 days of receiving it, without giving a reason. Our 30-day policy above is offered in addition to that right and does not limit it. To exercise the statutory right, write to support@stepzclub.com stating clearly that you are withdrawing from the contract. We refund all payments received, including standard outbound delivery, within 14 days of being informed, once the goods are back with us or you provide proof of return.
Sale items
Items bought on sale follow exactly the same policy. Nothing here is final sale.