Refund policy
At UrbanSteps, your satisfaction is our priority. We aim to deliver stylish, high-quality footwear at the best possible value. Please review our policy below to ensure a smooth experience for both you and our team.
🛍️ 30-Day Return Window
You may request a return within 30 days of delivery.
To be eligible:
- Items must be unused or lightly tried on
- Must be in clean, resellable condition
- Must include original packaging
We do not accept returns for items that show:
- Heavy wear or damage
- Stains, odors, or signs of washing
- Missing parts or packaging
⚠️ Important Note About Our Products
Some of our products are:
- Sourced from showroom display collections across Europe
- Or distributed directly from partner manufacturers
Because of this, minor variations (such as packaging differences or slight marks from handling) may occur and are not considered defects.
🔧 Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 14 days of delivery.
Provide:
- Order number
- Clear photo/video evidence
If approved, we will offer:
- A replacement
- Or a full refund
⚠️ Damage caused by misuse, normal wear, or improper handling is not covered.
🔁 How to Request a Return
To initiate a return, contact us at:
Please include:
- Order number
- Reason for return
- Photo/video (if applicable)
If approved, you will receive return instructions.
⚠️ Returns sent without approval will not be accepted.
💰 Refund Process
Once your return is received and inspected:
- Refunds will be issued to your original payment method
- Processing time: 5–10 business days
Refund Types
Full Refund
- Items returned in proper resellable condition
Partial Refund / Store Credit
- May be offered for lightly used items (case-by-case)
No Refund
- Heavily used, damaged, or non-compliant returns
- Requests outside the 30-day window
🚚 Return Shipping Costs
- Customers are responsible for return shipping costs
- Original shipping fees are non-refundable
- We recommend using a trackable shipping method
⚠️ We are not responsible for lost return shipments.
❌ Order Cancellations
- Orders can be canceled within 12 hours of purchase
- After processing, orders cannot be canceled
- If already shipped, you may return the item under our return policy
📦 Additional Conditions
- Only purchases from urbanstepsco.com are eligible
- We do not accept returns from third-party sellers
- Orders marked as delivered cannot be refunded for lost claims
- Shipping delays caused by carriers or customs are beyond our control
- Customers are responsible for any applicable duties or taxes
📩 Contact Us
If you have any questions, feel free to contact us: