Refund policy
At SatinStep, we want you to feel confident when shopping with us. If your purchase does not meet your expectations, eligible products may be returned within 30 days in accordance with the conditions outlined below.
30-Day Return Period
Customers may request a return within 30 days from the date the order is delivered.
To qualify for a return, the product should generally be returned in substantially the same condition in which it was received. Products should not show unreasonable signs of wear, damage, alteration or misuse.
Where applicable, original packaging, accessories and other items included with the product should also be returned.
Because footwear can show signs of use quickly, we recommend trying shoes on indoors on a clean surface before deciding whether to keep them.
Free Returns
SatinStep provides free returns for eligible orders.
Customers should contact our support team at support@SatinStep.store before sending a product back. Our team will review the request and provide the appropriate return instructions.
Please do not send products to an address without first receiving return instructions from our customer service team.
How to Request a Return
To begin a return, contact us and provide:
- Your order number
- The email address associated with the order
- The product you wish to return
- A brief explanation of the return request
- Photographs where relevant, particularly for damaged, incorrect or defective products
Once the request has been reviewed, our team will provide further instructions.
Damaged, Defective or Incorrect Products
If you receive an item that appears damaged, defective or materially different from what you ordered, please contact us as soon as reasonably possible after delivery.
Photographs of the product, packaging and shipping label may be requested so we can investigate the issue.
When a claim is verified, we will provide an appropriate resolution, which may include a replacement, return or refund depending on the circumstances.
Refunds
After an eligible return has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds will normally be issued to the original payment method used for the purchase.
Once we issue a refund, additional processing time may be required by your bank, card issuer or payment provider before the funds appear in your account.
Exchanges
If you need a different size, color or style, contact our customer service team. Availability depends on current inventory.
Where a direct exchange cannot be completed, we may recommend returning the original item for a refund and placing a new order.
Non-Returnable Items
Certain products may not qualify for return where permitted by applicable law, including products that have been materially damaged after delivery, altered by the customer, or returned in a condition that prevents reasonable resale.
This limitation does not affect rights customers may have regarding defective, damaged or incorrectly supplied products.
Cancellations
If you wish to cancel an order, contact us as quickly as possible.
We cannot guarantee cancellation after an order has entered processing or has been shipped. If cancellation is no longer possible, you may request a return after delivery subject to this policy.
Contact
For return and refund assistance:
Email: support@SatinStep.store
Phone: (800) 728-3277