Shipping policy

Shipping Policy

Shipping Availability

Stepnara ships to destinations supported at checkout. Available shipping methods and charges depend on your delivery address and the items ordered.

If no shipping option is available for your address, please contact shop.stepnara@gmail.com before placing an order.

Shipping Charges

Applicable shipping charges are displayed before you complete your purchase.

Free shipping applies only when expressly offered and when your order meets the stated eligibility requirements. Unless specified otherwise, a free-shipping promotion applies to outbound delivery only and does not include return shipping.

Any additional service requested after purchase, such as an address rerouting or reshipment, may involve charges where permitted by law. These will be explained before the service is arranged.

Order Processing and Delivery Estimates

Order processing and carrier transit are separate stages. Processing covers preparing your order for dispatch; transit begins when the carrier receives the parcel.

Any processing or delivery estimates communicated for your order should be read together. Unless stated otherwise, business-day estimates exclude weekends and public holidays.

Delivery estimates are not guaranteed arrival dates unless we expressly agree to a guaranteed service. Customs checks, severe weather, peak-season volumes, and other disruptions may affect delivery. This does not remove your rights concerning late or missing deliveries.

Tracking Your Order

Once your order has been dispatched, we will provide tracking information where available using the contact details supplied at checkout.

Tracking updates may not appear immediately after dispatch. Please refer to the carrier’s latest tracking information and contact us if you need assistance.

If your order is shipped in separate parcels, the items may arrive on different dates.

Delivery Address and Order Changes

Please check your full name, street address, apartment or unit number, postal code, and contact details before placing your order.

If you notice an error, email shop.stepnara@gmail.com as soon as possible. We will try to assist, but address changes and rerouting cannot be guaranteed once fulfillment or dispatch has begun.

If delivery fails because of an incorrect or incomplete address you supplied, failure to collect the parcel, or another issue attributable to the recipient, please contact support to discuss the available options. Reasonable additional delivery costs may apply where permitted by law and will be explained before reshipment.

Shipping Delays

If we become aware that we cannot dispatch your order within the stated timeframe, we will notify you and provide updated information.

Where required by law, you will be offered the choice to accept the delay or cancel the unshipped order for a full refund. We will also honor any applicable rights concerning delayed delivery.

Missing, Damaged, or Incorrect Deliveries

If tracking shows “delivered” but you cannot locate your parcel, please check with household members, your building’s reception, and any designated delivery location, then contact shop.stepnara@gmail.com.

A carrier’s delivery scan does not automatically resolve a missing-parcel claim. We will review the available information and assist with the carrier investigation.

For a damaged parcel or incorrect item, contact us promptly with your order number and photos where available. Please retain the item and packaging while the issue is reviewed.

We will arrange an appropriate remedy in accordance with the circumstances and applicable consumer law.

International Orders

International shipments may be subject to customs procedures, taxes, duties, or other destination-specific requirements.

Any such charges payable by you must be disclosed as required before purchase. Charges collected at checkout will be identified there. Please contact us if the carrier requests an unexpected payment.

Cancellations and Returns

Contact support promptly if you wish to cancel or change an order. Operational changes may no longer be possible once an order has entered fulfillment or been dispatched.

This does not limit statutory cancellation rights. Returns after delivery are handled under our Returns & Refunds Policy. Please contact support for the correct return address before sending an item back.

Contact and Consumer Rights

For shipping questions, email shop.stepnara@gmail.com and include your order number.

Nothing in this policy limits mandatory consumer rights. Applicable legal requirements take precedence over conflicting terms.