At Shoe Step Shop, we’re committed to ensuring your footwear experience is as seamless and satisfying as our premium shoe collections. Below you’ll find all the details about our shipping and return processes designed with your convenience in mind.

Shipping Information

Order Processing

We process all orders within 1-2 business days of receipt. You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping: $12.95 via DHL or FedEx – Delivery within 10-15 business days after shipment
  • Free Shipping: Available on orders over $50 via EMS – Delivery within 15-25 business days after shipment

Note: We ship worldwide except to Asia and certain remote regions. Delivery times may vary slightly depending on your location and customs processing.

Payment Methods

We accept: Visa, MasterCard, JCB, and PayPal

Returns & Exchanges

We want every step you take in our shoes to be confident. If you’re not completely satisfied, we offer a straightforward 15-day return window from the date of delivery.

Return Process

  1. Initiate Your Return: Within 15 days of receiving your order, email our customer service team at [email protected] with your return request using the following format:

    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]
  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.
  3. Ship Your Return: We’ll email you a return shipping label. Attach this to your package and drop it off at your nearest DHL or FedEx location (depending on your original shipping method).

Exchange Process

To exchange an item for a different size or style:

  • Follow the same return process above
  • Clearly indicate in your email that you’d like an exchange and specify the replacement item
  • 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 (for hygiene reasons)
  • 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

Need Assistance?

Our customer service team is happy to help with any shipping, 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.