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:

📩 support@urbanstepsco.com

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:

📩 support@urbanstepsco.com