Exchange & Return Policy

OUR POLICY

At Elegance Step, we are committed to your complete satisfaction. We stand behind the quality and craftsmanship of our products. If you are not entirely satisfied with your purchase, you may return eligible items within a specified period from the delivery date for an exchange or store credit.

Please review the following policy details carefully to understand the conditions and process for returns. All return requests must be initiated through our designated online returns portal to be processed correctly.

ELIGIBILITY CRITERIA

To be eligible for a return or exchange, your item must meet all of the following conditions:

  • Timeframe: The return request must be initiated within the eligible return window from the date your order was delivered (as indicated by the carrier’s tracking information).
  • Condition: All items must be in their original, unworn, and unaltered condition. This means:
    • Shoes must show no signs of wear on the soles or uppers.
    • No scuffs, marks, or damage of any kind.
    • All original tags must be attached and intact.
  • Packaging: Items must be returned in their original packaging, including the shoe box and any dust bags or protective covers. The shoe box is considered part of the product; returns in damaged or alternative boxes may be subject to a restocking fee or refusal.
  • Proof of Purchase: A valid order number or original receipt must be provided.
  • Final Sale Items: Please note that all items marked as SALE, DISCOUNTED, PROMOTIONAL, or FINAL SALE at the time of purchase are not eligible for return, exchange, or refund. This policy is strictly enforced.

HOW TO INITIATE A RETURN

  1. Access the Portal: Visit our website and navigate to the Returns & Exchanges portal. You will need your order number and the email address used for the purchase.
  2. Select Items: Choose the item(s) you wish to return and select the reason for your return.
  3. Receive Instructions: Upon approval of your request, you will receive a Return Merchandise Authorization (RMA) number and detailed instructions, including the return shipping address.
  4. Ship Your Return: Securely package the item(s) in their original box and shipping box. Include the completed return form (if provided) inside the package. It is highly recommended that you use a traceable and insured shipping service for your return. Elegance Step is not responsible for return packages lost in transit.
  5. Receive Credit: Once your return is received and inspected at our facility, we will notify you via email. If approved, your store credit or gift card will be issued to your original email address.

EXCHANGES

We are happy to offer exchanges for a different size of the same item, subject to stock availability.

The most efficient way to process an exchange is to initiate a return for the original item through our online portal. Once the return is received and approved, you can place a new order for the desired size on our website.

For size exchanges on eligible items, please follow the standard return process outlined above. You may then place a new order for the correct size.

REFUNDS & CREDITS

  • Method: Approved returns will be refunded in the form of store credit or a digital gift card, which will be emailed to you.
  • Processing Time: Please allow several business days from the date we receive and inspect your return for the credit to be processed and issued.
  • Original Payment Refunds: Refunds to the original method of payment are typically not offered, except in specific circumstances such as a confirmed manufacturing defect. Our customer care team will guide you if this applies.
  • Shipping & Duties: Original shipping charges and any applicable international duties or taxes paid at checkout are non-refundable.
  • Restocking Fees: Returns that do not meet the eligibility criteria (e.g., damaged box, missing components) may be subject to a restocking fee or may be returned to the customer at their expense.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

We conduct rigorous quality checks before shipping every order. However, if you believe you have received a damaged, defective, or incorrect item, please contact our customer care team immediately through our website.

To resolve the issue promptly, you will be asked to provide your order number and clear photographs of the item(s) and the specific concern (e.g., images of the damage, the incorrect item received, or the defect). Our team will review the information and provide clear instructions for a replacement or return.

RETURN SHIPPING

Customers are responsible for the cost of return shipping, except in cases where an error was made on our part (e.g., incorrect or defective item shipped). We strongly recommend using a trackable and insured shipping service, as we cannot guarantee the receipt of untracked return packages.

For all return-related inquiries, please contact us via the customer care form on our website. Please have your order number ready for faster assistance.

For more general questions, please visit our FAQ page.

This policy is subject to change without notice. The policy in effect at the time of your purchase will apply to your order.