We want you to love how they feel. If something isn't right, here's exactly how we'll sort it — clearly, and without the runaround.
last updated — july 2026You have 90 days from delivery to request a return, for any reason.Comfort is personal, so this promise covers insoles you have already worn. If they are not right for your feet, we will arrange a full refund or a free replacement. Where possible, please keep the original packaging.
Contact us at info@stepprs.uk with your order number.Once your return is accepted we will send you a return shipping label along with instructions on how and where to send your package.Items sent back to us without first requesting a return cannot be accepted.
Please inspect your order on arrival. If an item is defective, damaged, or not what you ordered, contact us straight away with a photograph and we will make it right at no cost to you.
Gift cards cannot be returned or refunded.Everything else we sell is covered by the 90-day comfort promise above, including items bought during a promotion. If you are unsure about your specific order, just ask.
Need a different size or colour? Contact us and we will arrange an exchange. The fastest route is usually to return your original item and place a new order, so you are not waiting on the return to clear.
Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving it, for any reason and without justification, and to receive a refund of the purchase price.Under the Consumer Rights Act 2015 you are also entitled to goods that are of satisfactory quality, fit for purpose and as described. Nothing in this policy affects those rights, which sit alongside our 90-day promise rather than replacing it.
If merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification, under the EU Consumer Rights Directive.You also benefit from the EU legal guarantee, which covers goods that do not conform to the contract of sale. These rights are in addition to our 90-day comfort promise.
Orders placed in the United States are fulfilled from our warehouse in Texas and are covered by the same 90-day comfort promise set out above.Consumer protection rules vary by state, and nothing in this policy limits any right you have under the law of your state.
We will notify you once we have received and inspected your return, and let you know whether the refund was approved.If approved, you will be refunded to your original payment method within 10 business days. Please allow additional time for your bank or card issuer to process and post the refund.If more than 15 business days have passed since we approved your return, contact us at info@stepprs.uk.
Email us and a real person will get back to you — we're happy to help with anything above.