We want you to be completely happy with your StepForge footwear. If something isn’t right, this page explains exactly how returns and exchanges work, including how they apply to our order-request and invoice model.

Return Eligibility

To be eligible for a return, items must be unworn, undamaged, and in their original condition, complete with the original box, tags and any included accessories. We ask that you try footwear on indoors, on a clean surface, just as you would in a store. This keeps the pair in resaleable condition and ensures your return qualifies. Items returned worn, marked, or without their original packaging may not be accepted, or may be subject to a reduced refund.

Return Window

You have 30 days from the date of delivery to request a return or exchange. We recommend trying your footwear on promptly after it arrives so there is plenty of time within the window should you need to make a change. Requests made after 30 days may be considered at our discretion but cannot be guaranteed.

How to Start a Return or Exchange

Returns are easy to begin. Email our team at hello@stepforgecompany.com with your order number and let us know whether you would like a return or an exchange, and the reason. We will respond — usually within one business day — with clear instructions on how and where to send your item. Please wait for these instructions before sending anything back, as it helps us process your request quickly and correctly.

Exchanges

If your pair doesn’t fit or you’d prefer a different size, an exchange is often the quickest solution. Let us know the size you need and, subject to availability, we will arrange the swap. If the size you want is in stock, exchanges are typically faster than returning for a refund and ordering again. If your preferred size is unavailable, we will offer alternatives or a refund.

Condition Requirements

Because we sell premium, authentic footwear, condition matters. Returned items are inspected on arrival. To qualify for a full refund or exchange, shoes must show no signs of outdoor wear, scuffing or creasing, and must include the original box in undamaged condition (please don’t tape or label the shoe box itself — place it inside an outer shipping box).

Worn Products

Footwear that has been worn outdoors or shows clear signs of use cannot be returned for a standard refund, as it can no longer be sold as new. If you believe there is a genuine fault with a pair you have worn only briefly, contact us — faulty items are handled separately under the section below, and we will always look at these fairly.

Damaged or Faulty Items

In the rare event that an item arrives damaged or with a manufacturing fault, please contact us within 48 hours of delivery with your order number and clear photographs. We will arrange a replacement, exchange or full refund at no cost to you, including any return shipping. Your satisfaction and confidence in the product is our priority, and genuine faults are always our responsibility to put right.

Incorrect Items

If you receive an item that differs from what was confirmed on your invoice — the wrong model, size or colourway — let us know straight away. We will correct the error promptly, arranging for the correct item to be sent and the incorrect one returned at our expense. Mistakes are rare thanks to our inspection process, but if one happens we will make it right quickly.

Refunds & Invoice Orders

Because StepForge operates on an invoice basis, refunds are issued back to the original payment method used to settle your invoice. Once we receive and inspect your returned item and confirm it meets our condition requirements, your refund is processed, typically within five to seven business days. The time it then takes to appear in your account depends on your bank or payment provider. We will confirm by email once your refund has been issued.

Return Shipping Costs

For standard returns and exchanges (for example, a change of mind or size), the cost of return shipping is the customer’s responsibility unless we have agreed otherwise. For faulty, damaged or incorrect items, StepForge covers all return shipping. We recommend using a tracked service for any return so that your parcel can be followed back to us.

International Returns

International returns follow the same eligibility and condition rules as domestic ones. Because cross-border logistics and any duties vary considerably by country, please contact us before sending an international return so we can provide the correct return address and specific guidance for your location. Original international shipping charges and any import duties already paid are generally non-refundable except where the item was faulty or incorrect, as these costs are incurred with third parties and customs authorities. We will always be clear about what is and isn’t recoverable before you send anything back.

How Refunds Are Calculated

When an eligible item is returned, your refund covers the price you paid for that item as shown on your invoice. For domestic orders where shipping was free, there is no shipping cost to deduct. Where a return is due to our error — a faulty, damaged or incorrect item — you are refunded in full, including any shipping you paid and any return postage. For change-of-mind returns, the original outbound shipping (if any was charged) and your return postage are not refunded. We itemise every refund clearly so you can see exactly what has been returned to you.

Original Packaging & Tags

Please return items with everything they arrived with: the original shoe box (placed inside an outer carton, not used as the shipping box), any tags, laces, dust bags or inserts, and any paperwork. Footwear returned without its original box, or with a box that has been damaged, taped or written on, may not qualify for a full refund because we can no longer present it as new to the next customer. Treating the packaging with the same care you would expect to receive helps keep the process smooth for everyone.

Processing Time & Communication

Once your return arrives back with us, it enters our inspection queue. We aim to inspect and process returns within a few business days of receipt, and we will email you to confirm the outcome — whether your refund has been issued or your exchange dispatched. If there is any issue with the condition of a returned item, we will contact you to discuss it rather than simply rejecting the return. Our goal is a process that is transparent and fair at every step.

Our Commitment

Returns and exchanges are a normal part of buying footwear online, and we treat them as such — not as a hassle, but as part of looking after you. We would always rather you end up with a pair you love than keep one that isn’t right. If you are ever unsure whether your situation qualifies, just ask. We will give you an honest answer and do our best to find a solution that works.