Return and Exchange Policy

Items Eligible for Return

Items can be returned when they meet the following conditions:

• The item is unused and remains in its original condition.
• The shoes have only been tried indoors on a clean surface.
• The original packaging, labels and included accessories are kept where possible.
• The item is returned within 30 Days after delivery.
• The product received is incorrect, damaged, or has an issue affecting normal use.

Items Not Eligible for Return

For hygiene, safety and product condition reasons, returns cannot normally be accepted in the following situations:

• Items showing clear signs of outdoor use, wear or damage caused after delivery.
• Items without original packaging where the condition cannot be verified.
• Items returned after the 30 Day return period.
• Items altered, repaired or modified after receiving them.
• Items damaged due to incorrect care or unsuitable use.

Return Shipping

• The first approved return or exchange includes FREE Return Shipping support.
• Any additional return or exchange requests may be reviewed individually depending on the circumstances.
• Customers should contact us before arranging a return to avoid unnecessary delays.

Exchange Process

If you need a different size or alternative option, please contact us within 30 Days of receiving your order.

Exchange requests depend on product availability. If the requested replacement is unavailable, a refund option may be provided.

Refund Processing Time

Once the returned item has been received and checked, we aim to complete the refund process within:

5 Working Days

After the refund has been processed, the time for funds to appear may vary depending on the customer’s payment provider. This normally takes:

3 – 10 Working Days

Return Disclaimer

TotStep cannot accept responsibility for items lost during an unauthorised return or items damaged due to unsuitable packaging during return delivery.

Customers are responsible for checking product suitability, size information and care instructions before use.

We will always review genuine concerns carefully and provide reasonable assistance where possible.

Important Information

• Return requests should be submitted within 30 Days of receiving the order.
• Refund reviews are completed within 5 Working Days after receiving returned items.
• Please keep order information until the return process has been completed.