We want you to be happy with your Desi Step purchase. This policy is designed to be fair to customers while protecting footwear from being returned after it has been worn.
Change-of-mind returns
If you buy online, you may tell us that you wish to cancel your purchase within 14 days of receiving your order. After notifying us, you have a further 14 days to send the goods back.
To start a return, email hello@desistep.co.uk with your order details. We will provide return instructions and the return address.
For change-of-mind returns, the customer is responsible for return postage. We recommend using a tracked service and keeping proof of postage.
Trying on footwear
You may try shoes on indoors only, in the same way you reasonably would in a shop. Please try them on with clean socks or tights and on a clean, dry, carpeted surface.
Returned footwear should be free from outdoor wear, scuffs, marks, dirt, stains, odours or other signs of use and should be returned with the original shoe box and packaging wherever reasonably possible.
If handling or use goes beyond what is reasonably necessary to inspect and try the shoes and this reduces their value, we may reduce the refund by an amount that reasonably reflects that loss in value. We do not charge a fixed handling or restocking fee for exercising your legal right to cancel.
Refunds
Once returned goods are received, or you provide evidence that they have been sent back where applicable, refunds will be made within the period required by law and normally no later than 14 days. Refunds are normally made to the original payment method.
Where you cancel the whole order under your legal cancellation rights, we will refund the original standard delivery charge you paid. If you selected a more expensive express or premium delivery option, the additional amount above our least expensive standard delivery service is not refundable unless required by law.
Faulty, damaged or incorrect items
If an item arrives faulty, damaged, not as described or you receive the wrong item, contact us as soon as possible at hello@desistep.co.uk. Your statutory rights are not affected. Where we are responsible for the problem, we will arrange or reimburse reasonable return delivery costs as required.
Exchanges
If you need a different size, contact us. Exchanges are subject to stock availability. Where a return is simply due to a change of mind or size preference and the goods are not faulty, return postage remains the customer's responsibility.