At Shoe Step Shop, we take as much care in crafting our return policy as we do in crafting our premium footwear. We want every step you take in our shoes to be confident, which is why we offer a straightforward 15-day return window from the date of delivery.

Please note: For hygiene reasons, we cannot accept returns on sandals that have been worn outdoors. All returned items must be in original condition with tags attached and packaging intact.

Our Return Process

Step 1: Initiate Your Return

Within 15 days of receiving your order, please email our customer service team at [email protected] with your return request. Use the template below to ensure we have all necessary information.

Subject: Return Request – Order #[Your Order Number] Dear Shoe Step Shop Team, I would like to request a return/exchange for my recent order (#[Your Order Number]). Item(s) for return: – [Product Name] – [Size/Color] – Reason for return: [Please specify] I understand that items must be returned in original condition with all tags attached. Please provide return instructions at your earliest convenience. Best regards, [Your Full Name] [Your Contact Information]

Step 2: Package Your Items

Once approved, repackage your items securely in the original packaging with all tags still attached. Include the original packing slip or a copy of your order confirmation.

Step 3: Ship Your Return

We’ll provide you with a return shipping label via email. Attach this to your package and drop it off at your nearest DHL or FedEx location (depending on your original shipping method).

Return shipping costs: Customers are responsible for return shipping fees unless the return is due to our error (wrong item shipped or defective product).

Exchange Process

To exchange an item for a different size or style:

  1. Follow the same return process above
  2. Clearly indicate in your email that you’d like an exchange and specify the replacement item
  3. We’ll process your exchange once we receive the original item

Note: Exchanges are subject to product availability. If your desired exchange item is out of stock, we’ll issue a refund instead.

Refund Information

Once we receive and inspect your returned item(s):

  • Processing time: 3-5 business days
  • Refund method: Your original payment method (Visa, Mastercard, JCB, or PayPal)
  • Timing: Allow 5-10 business days for the refund to appear in your account, depending on your financial institution

Original shipping fees are non-refundable, except in cases of our error.

Non-Returnable Items

To maintain quality standards for all our customers, we cannot accept returns on:

  • Sandals that show signs of outdoor wear
  • Items without original tags or packaging
  • Personalized or custom-made footwear
  • Items purchased during final sale events (will be clearly marked)

International Returns

For our international customers (excluding Asia):

  • You are responsible for return shipping costs and any applicable customs fees
  • We recommend using a trackable shipping service
  • Refunds will be issued in USD and may be subject to currency conversion rates

Questions?

Our customer service team is happy to assist with any return or exchange inquiries. Contact us at:

Email: [email protected]
Mail: Shoe Step Shop, 4149 Lake Floyd Circle, Washington, US 20011

We appreciate your trust in Shoe Step Shop and strive to make every aspect of your experience with us as refined as our footwear collections.