Here you will find information on our online service, click a topic below to expand.
If you have any questions that are not covered here then please get in touch with us, we will be happy to discuss anything with you.
We use Royal Mail Parcel Force for all our deliveries, this gives us the ability to offer next day delivery for UK orders. For overseas orders the packages are passed to the respective national postal service to complete the delivery.
Costs of delivery are;
£6 per order to the UK
£15 per item to the EU
£20 per item to anywhere outside of the EU.
We take security and data protection very seriously here at Steptoes. Once an order is placed we store no payment details on site. We use PayPal’s payment gateway to handle PayPal and all credit card payments. They are world reknowned for reliability and we hope this gives you confidence when placing your order.
If you have have any concerns regarding payment then please do get in touch with us to discuss.
We ask all returns have a note inside with your name, address and reason for return, also all of the packaging and tags the item arrived with. There will be information inside your package with return address and instructions.
We ask for non-faulty returns to be completed within 14 days of receiving the item.
For Change of Size, Colour or Style
You can return to change your product if you dont like it or it doesnt fit, this no problem and we are happy to do this, as long as the product and packaging is in a resaleable condition.
All we ask is that you return the product to us and then we will send out the replacement, (to the UK Free of charge, to outside the UK we will recharge the original postage for that item.) Do make sure there is a note inside the package letting us know what you would like us to do with the item.
You can return you product to us for a refund for any reason, this is no problem as long as the product and packaging is in a resaleable condition.
You will have to send the product back to us, when it arrives we will refund the cost of the item.
If you receive an item from us that has a manufacturing defect then firstly, our apologies. What you will have to do is send the item back to us with a note explaining the problem, via a Signed For Service (Royal Mail First Class Signed For is suitable), we will then examine the item and find the fault.
Then there are two options;
We can refund the cost of the item and your postage costs returning the item.
The second option is we can replace the item if it is in stock with us, we will refund your postage costs to return the item, we will also send the replacement free of charge.
We do hope you find these terms to be reasonable, our aim is to offer a fair and supportive service.
Terms & Conditions
Credit / debit cards charged on day of despatch only.
5 East Street
Telephone/Fax for UK: 01308 421242
Calls charged at a standard rate – not a premium rate number.
Opening Hours: Monday to Saturday 9:00 – 17:30
All prices shown are in GB Pounds (£). Prices are displayed with or without VAT (local taxation) depending on the selection you make on the basket page for your Postage Rates. If you choose United Kingdom, then the prices shown will include VAT. If you choose Europe, then the prices shown will include VAT. If you choose Rest of the World, then the prices shown will not include VAT. If you choose the incorrect one, we will alter the VAT and postage rates on your order.
Postage and Packing:
UK £6 per item, EU £15 per item, Outside the EU £20 per item
Delivery times vary between brands as there are different circumstances for ordering and delivery for each. You can view this page for delivery times on brands:- Delivery Times
You can always check on an individual order if you get in touch with us in the Office. (01308 421242)
We despatch our products from Monday – Friday for next day delivery. If despatched on a Friday it will arrive Monday. Our courier is ParcelForce which is a signed for service. If a product is not in stock this is when it will take a couple more days to order in. You can always contact us in the shop from Monday – Saturday, 9:00 – 17:30 GMT if you would like to know your order status.
All payments will be debited on debit/credit cards to Steptoes at the time of dispatch. Please note that VAT (Value Added Tax, currently at 20%) will only be deducted from an international order outside of the European Union. In addition to this, the customer may be liable to local taxes on arrival of your order.
This section has been changed on the 11th June 2001 to incorporate the new European Directive on distance selling which is incorporated into UK law by The Consumer Protection (Distance Selling) Regulations 2000.
Orders may be canceled/amended in part or whole at any time prior to dispatch. Should you decide to cancel your order after it has been sent within 21 days of date of receipt, you may return the order for a full refund less return carriage costs. See Refunds section below for details. We do not charge a cancellation or re-stocking fee.
As our orders are usually processed and dispatched within a few hours of receipt we strongly recommend cancellation/amendment notice is given by calling us by Telephone as soon as possible. Alternatively notice may be given by e-mail to:- firstname.lastname@example.org .
If you do decided to inform us via email, please give as much information as possible, for example your order number, name & address and a contact telephone number if we have any queries.
Returns and Refunds:
For either a return or a refund, all goods must be in original condition and returned with full packaging including bags, tags and any documentation.
We offer Customers the chance to exchange goods that are the wrong size and/or colour. We are very happy to do this, but there are a few guidelines that we ask you to follow.
Firstly, please ensure the items are sent back in suitable packaging. Also please ensure adequate postage is paid on an item as if we are charged by the post office – we will have to pass this cost onto you the customer.
If you are sending a package back from outside the UK or European Union, you will need to fill in a customs declaration form (CN22). As you are sending goods back to us we ask you to fill in the description as “Shoes – Goods for Exchange” and write the items down as zero value. This is completely legal and will avoid import duties. If you incorrectly fill in the CN22 and we are charged, we will have no choice but to charge you accordingly.
If you are not totally satisfied with your purchase, you may return the item in its original condition along with full packaging and receipt within 14 days of receipt for exchange or a refund. This will be carried out within 30 days of agreeing to the refund.
Only the cost of the goods will be refunded, you will have to pay the return carriage costs unless the reason for return is due to an error on our part where we will also refund the carriage costs.
The goods must be in original condition & returned with full packaging. Credit card refunds will be made on the day we receive the goods back and providing we are satisfied that the goods are in an acceptable condition.Please send back all returns with adequate postage insurance to cover the contents.
If you have ordered the wrong size send them back to us and we will exchange the item for the correct size and send the replacement out post free to the UK and normal postage charge to overseas countries.
Should you ever have the need to complain about either us or our products, please feel free to contact us on the details above. In these types of matters, it is often best to contact us by telephone in order to sort out the problem as quickly as possible for you. If a complaint is raised, we will get back to you within 5 working days with a response.
This does not affect your statutory rights as a consumer.
The customer can place an order safe in the knowledge that all personal information including credit card details are protected by the highest level of encryption using PayPal payment gateway, there is no comprimise with security.
Advertising & Promotion:
All of the advertising on this site meets the conditions of the Advertising Standards Agency. Any advertising material from third parties will also meet this code, in addition to being clearly identified. Any promotions run on this site also meet the Sales Promotion Code set by the Advertising Standards Agency.
Data Protection & Privacy:
No personal details of ANY kind will be passed onto any other third party. If the customer wishes to receive sales and marketing material from Steptoes, then he/she must join our email mailing list.