Refund policy

You have 14 days from the day your order arrives to ask for a return.

To be eligible, the item needs to be unworn and unused, in the same condition you received it, with any tags and in its original packaging. Please keep your order confirmation as proof of purchase.

How to start a return

Email us at hello@steppiez.com with your order number and the item you would like to return. We will reply with the return address, which can differ from one item to the next, along with simple instructions.

Please wait for our reply before sending anything back. Items returned without a return request cannot be accepted.

Return postage is paid by you. We recommend a tracked service, as we cannot be responsible for parcels that do not reach us.

Damaged, faulty or wrong items

Please check your order when it arrives. If something is damaged, faulty or not what you ordered, email hello@steppiez.com within 7 days with a photo. We will put it right and cover the return postage in these cases.

Items we cannot take back

For hygiene reasons we cannot accept footwear, insoles or personal comfort items that have been worn or used beyond trying them on indoors. We also cannot accept gift cards. Sale items can be returned only if they are faulty.

Exchanges

The quickest way to change a size or product is to return the original item and place a new order once your return is on its way back to us.

Refunds

Once we receive and check your return, we will email you to confirm. If it is approved, we refund the full purchase price to your original payment method within 10 business days. Your bank or card provider may take a few more days to show the refund.

If more than 15 business days have passed since we confirmed your refund and you have not received it, email us at hello@steppiez.com.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.