Goods will usually be dispatched within one working day if in our main warehouse. However, some items may take three to seven working days to be dispatched if in our external warehouse. Goods that are ordered before 12pm and that are in our main warehouse will be sent via courier for next day delivery. You will be sent an email when the order has been dispatched and then you can track your delivery via the DPD here.
Delivery is free on UK orders over £50. UK delivery on orders less than £50 costs £3.95. All UK orders are dispatched via DPD.
You can always call us on 0208 446 4795 to check on an items location in order to get an estimated delivery time before ordering.
We deliver all over the world using Aramex, See here for shipping rates and transit times.
You can track your delivery on Aramex's website here. International orders may liable for additional charges once they reach your country. Any duty or sales tax levied once your parcel reaches your country is your responsibility. Step2wo do not have any control over these charges, they are applied by your country. If customs duty is not paid, the order will be returned to Step2wo at your cost. Please check carefully with your local authorities before placing your order to ensure that you are aware of any additional charges. In general charges do not apply in European Union countries. It is also important that you check your tracking information that will be sent to you at dispatch to monitor the status of your delivery, as it is the customers liability to contact customs or the courier if need be to arrange delivery if necessary.
In order to ensure delivery in time for Christmas, all UK orders need to placed by 3pm on the 16th December. We cannot guarantee delivery of any orders in time for Christmas that are ordered after this time. Should you have any queries regarding your order and Christmas delivery then please email us on email@example.com or call us on 0208 446 4795.
- RETURNS -
HOW TO RETURN?
We are happy to refund any items you wish to return to us within 14 days of receipt.
1. Package your items. All footwear must be returned in the original shoebox. Please do not use the shoebox as wrapping. All clothing and accessories must be returned in the protective packaging it was sent in. The goods must be returned to us in an unused, undamaged and otherwise re-saleable condition including the shoebox or gift box (if applicable).
2. Please list the items you wish to be refunded and the most applicable reason for the return along with your order number on the return form provided (if you did not recieve one, you can print a new one here). Put this form in the package along with the despatch note and the items you are sending back.
3. Please attach the enclosed address label to the outside of your package. If you did not recieve one, you can print a new one here.
ALL returns must be sent to the below address. For all UK customers returning items to us we suggest using Collect + for a more affordable and tracked means of postage. To send your package using Collect + please visit the site here and follow the instructions.
Alternatively you can take your parcel to the post office and select a delivery option appropriate for you. However, we do suggest you have your item tracked, as we are not responsible for your return until it arrives at our warehouse.
Using the address label provided (here if you did not recieve one), please attatch this to the parcel, then send via your local postal or courier service. We recommend using a tracked service as we are not responsible for your reutrn until it arrives at our warehouse. It is important that you label clearly on your parcel ‘Returned unwanted GB merchandise’ in order to avoid import duties.
WHAT HAPPENS NEXT?
We will then refund you the price paid for the goods returned to us upon receipt of the returned items, but not the original delivery charges nor the costs of returning the stock to us. We only refund you via the original method of payment. Please allow 3-5 working days upon receipt for the money to show up in your account.
We have extended the returns period Christmas 2019. Orders placed on the 1st December can be returned up until the 15th January.
- EXCHANGES -
Please note: We do not offer exchanges, but instead offer a full refund for the unsuitable items in order for you to place a new order. You can either place your new order before or after receipt of the refund.
- FAULTY ITEMS -
If you have received a faulty item, or are unhappy with you order please email firstname.lastname@example.org with your order number, issue and a few photos of the faulty item. We will then look into this for you asap and respond accordingly.