Refund policy

Returns & Refunds Policy

30-Day Returns

You may request a return within 30 days of receiving your order.

For returns under our 30-day policy, items must be unworn, unused, unwashed, and unaltered, with their original tags and packaging. Footwear may be tried on indoors on a clean surface, but must not show signs of outdoor wear. Please provide your order number or another valid proof of purchase.

This policy does not limit your statutory consumer rights.

How to Request a Return

Email shop.stepnara@gmail.com with your order number and the item you wish to return. If there is a problem with the item, please describe it and include clear photos where available.

Please contact our support team before shipping any item back. We will provide the correct return address and instructions for your order.

Do not assume that the address printed on your parcel or shipping label is the correct return address.

For returns under our voluntary 30-day policy, please obtain written return instructions before sending your package. Returns sent without these instructions or to an incorrect address may not be accepted or may experience processing delays. This requirement does not make statutory cancellation rights subject to our approval.

Approved returns under our voluntary policy must be dispatched within 14 days of receiving the return instructions. Different statutory deadlines apply where required by law.

Return Shipping Costs

For change-of-mind returns, including a size or style preference, you are responsible for return shipping costs unless applicable law requires otherwise.

Our 30-day return policy does not include free return shipping or an automatic prepaid return label. If we offer a paid return label, any charge will be disclosed and agreed before use.

Original delivery charges are non-refundable for voluntary returns, except where a refund is required by law. We recommend using a tracked shipping service and keeping your proof of dispatch.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives and contact shop.stepnara@gmail.com promptly if an item is damaged, defective, or different from what you ordered.

Include your order number, a description of the issue, and photos where available. Keep the item and packaging while we review the issue.

We will arrange the appropriate remedy and cover return shipping where required by applicable law. Our change-of-mind return restrictions do not remove your rights regarding faulty or incorrectly supplied goods.

Items Excluded from Voluntary Returns

Our voluntary return policy does not cover:

• Items showing wear, misuse, washing, alterations, or customer-caused damage.

• Items clearly identified as Final Sale before purchase.

• Gift cards, except where a refund is required by law.

A discount alone does not make an item Final Sale. These exclusions do not override statutory withdrawal rights or rights relating to faulty goods.

Exchanges

Please contact support before requesting an exchange. Direct exchanges are not guaranteed. Where appropriate, you may return an eligible item and place a separate order for the replacement, subject to availability.

Refunds

For voluntary returns, we will notify you of the outcome after receiving and inspecting the returned items.

Approved refunds will be issued to the original payment method within 10 business days. Refunds reflect the amount actually paid for the returned items, after any applicable discounts.

Your bank or payment provider may need additional time to post the refund. If it has not appeared within 15 business days of approval, contact shop.stepnara@gmail.com.

Where applicable law requires an earlier refund or a different process, that requirement takes precedence.

European Union Right of Withdrawal

Where EU consumer withdrawal rules apply, you may cancel an eligible online purchase within 14 days of receiving the goods, without giving a reason.

Notify us clearly of your decision at shop.stepnara@gmail.com. Our approval is not required to exercise this right. Contact support for the correct return address and send the goods back within 14 days of notifying us, unless we arrange collection.

You may inspect the goods as you would in a shop. Where permitted by law, a deduction may apply for diminished value caused by handling beyond what is necessary to establish their nature, characteristics, and functioning. Missing original packaging does not automatically remove your statutory right of withdrawal.

Return shipping is your responsibility where this was disclosed before purchase, unless we agree otherwise or applicable law requires us to pay.

We will reimburse the applicable purchase amount and standard outbound delivery charges within 14 days of receiving your withdrawal notice. We may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever occurs first. Additional charges for an upgraded delivery service are not reimbursed unless required by law.

Your Statutory Rights

Nothing in this policy excludes or limits mandatory consumer rights. Where applicable law provides different conditions or additional protections, those requirements prevail.

For questions, contact shop.stepnara@gmail.com.