At StepEase, we value fast and smooth delivery of your order.
Here is an overview of our shipping and delivery policy:
Processing Time
We process and dispatch your order within 2–3 business days. Please note that this time is not included in the estimated delivery time.
Delivery Time
Your order will be delivered within 5–10 business days from the date the parcel is dispatched.
We strive to provide you with a smooth and reliable shopping experience. We are not responsible for parcels lost due to the customer providing an incomplete or incorrect address. To avoid delivery issues, please double-check that your delivery details are correct.
Returns
We offer a 14-day money-back guarantee, meaning you have 14 days from receipt of your item to request a return. Returns sent back after 14 days from the delivery date will not be accepted.
Please note that we do not offer free return labels. It is the customer's responsibility to cover the return postage.
If an order is returned after 14 days from the delivery date, half of the original purchase price will be deducted from the refund. To be eligible for a return, the item must be in the same condition you received it — unused, with all tags attached, and in its original packaging. You will also need your receipt or proof of purchase.
Return Conditions
Items returned must be in unused condition with the original packaging. We do not accept returns of items that are used, damaged, washed, or altered in any way. Return costs are the responsibility of the customer and are non-refundable.
How to Make a Return
To start a return, please contact us at [din e-postadress].
Once your return request has been approved, you will receive instructions on how and where to send your item. Please note that we cannot accept returns without prior approval.
Incorrect Delivery
If you have received an incorrect item, you must notify us by email at [din e-postadress] within 48 hours of receipt. Issues not reported within this timeframe will not be eligible for compensation or replacement.
Please note that original shipping costs are non-refundable, and the customer is responsible for the return shipping cost. Refunds are processed within seven business days of us receiving the returned parcel.
Fees
The customer is responsible for the cost of return postage.
Damages and Defects
Please inspect your order upon receipt and contact us immediately if the item is damaged, defective, or if you received the wrong product. This helps us resolve the issue quickly.
To be eligible for a return, items must be unused, unwashed, free of stains, and with original tags intact. In the case of defective items, please notify us within 24 hours of delivery.
Replacement of Defective Items
If an item is defective, we may offer a free replacement, provided the fault is reported within 30 days of the delivery date. After this period, we offer replacement only, not a refund. In the case of faults caused by misuse or accidents, a replacement cannot be offered.
Exchanges
To get the right product as quickly as possible, we recommend returning the faulty item. Once the return has been approved, we will process your new order. Please note that a shipping fee of [£X] applies for exchanges.
Refunds
Once we have received and inspected your return, we will notify you whether your refund has been approved or declined. If approved, your refund will be processed to your original payment method. Refund processing times may vary depending on your bank or card provider.
If your item is damaged upon receipt, please send us a photo or video as evidence. In cases where an item is not delivered due to an incorrect address, we may offer a replacement.
Cancellations
You may cancel or amend your order within 60 minutes of placing it. Contact us at [din e-postadress] with your order number.
Unclaimed or Refused Parcels
If a parcel is refused or cannot be delivered, a fee of [£X] will be charged to cover administrative costs from the courier. You are required to collect the parcel and send it to the return address provided after contacting our customer service team.