Refund policy

We have a 15-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@stepofficial.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@stepofficial.com. 

 

Damages and issues

 Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Return Eligibility & Product Condition

To ensure every customer receives a product in perfect condition, we kindly ask that returned items meet the following requirements.

Returned items must be unused, unworn, unwashed, and in their original condition, exactly as received, including all original tags and packaging.

For hygiene and quality reasons, we are unable to accept returns for items that show signs of use, washing, alteration, or damage.

Items Not Eligible for Return

Returns cannot be accepted if the item:

• Has been worn, washed, or altered

• Shows stains, marks, or discoloration

• Carries odors such as perfume, deodorant, smoke, or sweat

• Is returned without original tags or packaging

• Shows fabric damage or excessive handling

We appreciate your understanding, as each piece is carefully crafted and inspected before shipping.

Inspection Process

All returns are reviewed upon arrival.
If the item does not meet the return conditions listed above, we may be unable to issue a refund.

In such cases, the item can be returned to the customer at their expense.

Limited Editions & Final Sale Items

Due to the handcrafted and limited nature of our collections, limited edition items and discounted products are considered final sale, except in cases of manufacturing defects or incorrect orders.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at duchellepossi5@gmail.com.

Thank You for Your Understanding

These guidelines allow us to maintain the quality, authenticity, and exclusivity of every STEP product. By placing an order on STEP, you acknowledge and accept these return conditions.