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STEP31 RETURNS & EXCHANGES
The Right Pair, Made Simple.
At Step31, we want you to feel confident about every pair you order. If you receive the wrong size, wrong color, a product with a qualifying issue, or simply need an eligible size or color exchange, you can contact us within 7 days of delivery.
Step31 offers exchanges only and does not offer refunds. Before wearing your pair outside, try it on a clean indoor floor so you can check the fit and appearance while keeping the product in exchangeable condition.
01 — OUR EXCHANGE POLICY
Exchanges, Not Refunds
Step31 currently offers exchanges only. We do not provide refunds for returned products.
Eligible exchanges must be requested within 7 days from the date of delivery. The product must be unused, clean and in its original condition, without dirt, stains, scratches, excessive creasing, sole wear or other visible signs of use.
If you are unsure about your size or want to check the fit, try the pair indoors on a clean floor before wearing it outside.
02 — BEFORE YOU WEAR
Try It. Check It. Then Step Out.
Before wearing your Step31 pair outdoors, try it on a clean indoor floor.
Walk around briefly and check the size, fit, comfort and overall appearance. This gives you the opportunity to make sure the pair is right for you without adding dirt, scratches or signs of outdoor use.
Once footwear has been worn outside, it may no longer qualify for an exchange.
03 — ELIGIBILITY
What Condition Does My Product Need to Be In?
To qualify for an exchange, the product must be unused, clean and in good original condition.
The pair should not have dirt, stains, scratches, scuff marks, excessive creasing, sole wear, damage caused by use, unauthorised modifications or other visible signs that it has been worn.
Please keep the original box, packaging and included accessories in good condition wherever possible until you decide to keep the product.
04 — EXCHANGE WINDOW
You Have 7 Days
Exchange requests must be submitted within 7 days of delivery.
We recommend checking your order soon after it arrives rather than waiting until the final day. If you notice an issue, contact Step31 through WhatsApp or email as soon as possible.
Requests made after the 7 day exchange period generally do not qualify.
05 — HOW TO REQUEST
How Do I Request an Exchange?
To request an exchange, contact Step31 through WhatsApp or email within 7 days of delivery.
Please provide your order number and clearly explain what you need help with. Tell us the size or color you received and what you would like instead.
If your request involves damage, a possible manufacturing defect, the wrong product, size or color, please include clear pictures of the product. Pictures help us understand the issue before arranging the exchange and keep the process transparent for everyone.
06 — SIZE & COLOR
Wrong Size or Need a Different Color?
If you selected the wrong size or want to change your preferred color, you may request an exchange within 7 days, provided the product remains unused, clean and in its original condition.
Because the original order was correctly fulfilled based on the customer’s selection, the applicable exchange delivery charges are the customer’s responsibility.
If Step31 sent the wrong size or color compared with your confirmed order, the situation is treated as a Step31 error and we will cover the applicable exchange delivery costs.
07 — DAMAGED & DEFECTIVE PRODUCTS
What If Something Is Wrong With My Pair?
If your product arrives damaged or you believe there is a manufacturing defect, do not wear or alter the product.
Contact Step31 within 7 days and send clear pictures showing the issue. If relevant, include pictures of the original packaging as well.
We will review the issue and determine whether it appears to be damage that existed before use, a manufacturing defect or a normal material or finishing characteristic.
If a qualifying manufacturing defect or pre-existing product issue is confirmed, Step31 will arrange the eligible exchange and cover the applicable exchange delivery costs.
08 — PRODUCT FINISHING
Natural Materials Won’t Always Look Identical
Some Step31 products involve detailed or partly handmade production and may use materials with natural characteristics. Because of this, minor differences in texture, shade, grain, surface appearance, edges or finishing can occur between individual products.
Certain delicate materials and lighter colored products can make small surface variations more noticeable. Handling during production, the finishing process, natural material characteristics and lighting can all affect how a product looks.
These minor variations are not automatically considered manufacturing defects. An issue generally needs to significantly affect the product’s function, durability or intended use to be considered a qualifying defect.
If you believe the variation is more than a normal material or finishing characteristic, contact us within 7 days with clear pictures so we can review it.
09 — EXCHANGE DELIVERY
Who Pays the Exchange Delivery Cost?
The exchange delivery cost depends on why the exchange is being requested.
If the exchange is caused by Step31, such as receiving the wrong size, wrong color or a confirmed manufacturing defect, Step31 will cover the applicable exchange delivery costs.
If the exchange is requested because the customer selected the wrong size, changed their preferred color or otherwise wants a customer initiated change, the customer is responsible for the applicable exchange delivery charges.
For customer initiated exchanges, the applicable charge may be collected before the replacement is dispatched or added to the COD amount of the replacement order.
10 — INSPECTION & APPROVAL
Every Exchange Is Checked
Providing pictures or receiving initial approval to proceed does not automatically guarantee final exchange approval.
Once the product reaches Step31, it may be inspected to confirm that it meets the exchange requirements. We check its condition, cleanliness and signs of use before completing the exchange.
If the product does not meet the requirements because it has been used, damaged, altered or otherwise made ineligible, the exchange may be declined and the original product may be returned to the customer.
11 — REPLACEMENT AVAILABILITY
What If My Replacement Is Out of Stock?
Exchange replacements are subject to availability.
If your requested size or color is unavailable, Step31 will let you know what eligible alternatives are currently available.
A replacement cannot be guaranteed until the requested product is confirmed as available.
12 — KEEP IT SIMPLE
Check It Before You Step Out
The easiest way to protect your exchange eligibility is simple: check your pair before wearing it outside.
Try it on a clean floor, inspect the size, color and condition, and contact Step31 within 7 days if something is not right.
If Step31 made the mistake, we will take responsibility for the applicable exchange delivery costs. If the exchange is caused by the customer’s selection, the applicable exchange delivery charges are the customer’s responsibility.
Questions? We’ve Got You.
Everything you need to know about exchanges, delivery charges and keeping your Step31 pair exchange eligible. If something isn’t clear, just reach out to us and we’ll help you figure it out.
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