Returns & Exchanges Policy

❤️ Love Your Shoes, But Need a Change? We’ve Got You.

⏳ Timeframe

  • You have 14 days from the delivery date to request a return/exchange.
  • All items must be unworn, undamaged, and in original packaging with tags attached.

🚨 Important Conditions

  • Custom Address Required: Do NOT ship returns to our website contact address.
    → Contact us at sales@retrostep.co.uk first to receive your dedicated return address and RMA code.
  • Non-Returnable Items:

           A,Final sale items (marked "Non-Refundable" at checkout).

           B, Shoes with signs of wear, scuffs, or altered soles.

🔁 How It Works

Step 1: Email Us Within 14 Days
→ Contact sales@retrostep.co.uk  with:

  • Order number
  • Photos of the item(s)
  • Reason for return/exchange

Step 2: Get Approval & Shipping Instructions

  • We’ll reply within 24 hours (weekdays) with:

          A,Approved return/exchange authorization

          B,Exclusive return address (varies by country)

Step 3: Ship & Track

  • Pack shoes securely in original box.
  • Recommended: Use tracked/insured shipping (you’re responsible until we receive the parcel).

Step 4: We Process Within 3 Days

  • Refunds: Issued to your original payment method within 5-10 business days.
  • Exchanges: Shipped immediately if stock is available.

💡 Pro Tips

  • Save Time: Include a screenshot of your order confirmation email.
  • EU Customers: Declare the package as "Returned Goods" to avoid double taxation.
  • Damaged Item? Email photos immediately – we may send a replacement without return.

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.

Return Label, Shipping Cost and Return Address

Please note that we are unable to get the return label for our customers from Website Background Management System now. So all the returning need our customers to contact local logistics office to ship back. 

Customers pay shipping cost as a result of their own error (ex: incorrect order such as wrong size,wrong color,wrong style; Items that are not liked). We will refund any return shipping cost if the return is a result of our error (ex: Wrong product, retrostepUK shipped you the wrong style,wrong color,size; Damaged products). 

We currently have two return addresses for you to choose from:
A. You can choose a shipping method that is most convenient and cheap for you to send back to China Warehouse.  
B. You can choose returning to our US Warehouse.

The UK warehouse is currently temporarily closed due to an address move, we are actively working on resolving this issue and will be back in use at a later date.

❓ FAQs

Q: Why can’t I use your website’s address for returns?
A:  The address we provide minimizes customs delays and ensures faster refunds.

Q: Do you cover return shipping costs?
A: Returns due to size/style preferences are at the customer’s expense. We cover costs if the item is faulty or incorrect.

Q: Can I exchange for a different color?
A: Yes! Exchanges depend on stock availability. We’ll notify you if your preferred option is out of stock.

 

Refunds Policy

🔄 Fair, Transparent, and Hassle-Free Refunds

⏱️ Refund Process & Timeline

Step 1: Return Approval & Inspection

  • After receiving your return, we inspect items within 3 working days.

Step 2: Refund Initiation

  • Once approved, refunds are processed to your original payment method.
  • Timeline

             Paypal: 3–5 business days

  • You’ll receive an email confirmation once processed.

Step 3: Tracking Your Refund

  • Check your bank/PayPal account directly.
  • If delays exceed 10 days, contact your bank first, then email us for assistance.

💷 Partial Refunds & Deductions

  • Partial Refunds may apply if:

           a, Items show signs of wear, stains, or missing tags (up to 50% deduction).

           b, Only part of the order is returned.

  • We’ll notify you via email before issuing partial refunds.

Non-Refundable Cases:

  • We will only ship to the address you give us.  Please make sure the shipping address you input during checkout is correct and complete, we are not responsible for any wrong or undeliverable addresses. If your package return because of Insufficient address or wrong address, we can not refund you, because we paid twice shipping fee, It is more than the shoes.
  • We won't issue refund if customer refuse to pick up the package when the package is delivered or at pick-up location.
  • Damage products caused by improper use by customers.
  • Products that have been worn and used by customers.
  • Clearance shoes do not accept exchanges and refund.
  •  Orders over 30 days.

❓ FAQs

Q: Why didn’t I get a full refund?
A: This usually happens if items aren’t in resellable condition. We’ll email a detailed explanation with photos.

Q: Can I get a refund without returning the item?
A: Only if the item is confirmed faulty and we can’t send a replacement. We’ll propose solutions case-by-case.

Q: What if my payment method is expired?
A: Contact your bank to recover the refund. Alternatively, we can issue store credit.

Q: Can I cancel my order?
A: Orders can be canceled within 24 hours of placing the order and cannot be canceled once shipped. Cancellations will receive a full refund. (Cancellation is not possible if the product is being customized)