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Returns Policy

Returns Policy

Elegant Steps offer a easy and no quibble 30 day returns policy.

Should you be unhappy with your purchase, you can return your items to us for a full refund or exchange within 30 DAYS*, SALE items within 14 days, international 45 days. Returning an item is easy and how to do it is included on your returns form within you parcel.  If for any reason you have not got a copy of your returns form please email us and we will send another with full instruction.  See our terms and conditions for full details.

EXCHANGE - If a style is not suitable we'd love you to exchange it for an alternative style or size.  If you do we offer FREE PRE PAID RETURN postage for you to take advantage of if a purchase is made (UK Customers only).

All customers are responsible for their return postage cost, however for ease of use Elegant Steps have provided an optional tracked return label, should you choose to use this a cost of £2.95 per item returned will be deducted from your refund.

VISITING OUR STORE

If you choose to call to our Wirral (link to our visit shop page) store to return your order for an exchange or refund, you will be made to feel most welcome.  We are open 7 days (link to visit our about us page).  You can try an array of shoes and accessories to whet your appetite If you wish to exchange your order we can assist you.  If you wish to return for refund, you refund will be processed via the same method of purchase and will show on your account within 30 days.

INTERNATIONAL ORDERS

For overseas/international customers, if you wish to return any items for a refund or exchange, orders MUST BE RECIEVED back to us WITHIN 45 days AFTER we dispatch the order from Elegant Steps.  SALE ITEMS must be received back at Elegant Steps within 21 days.  If you wish to return any items to us, please note that you MUST COMPLETE a CUSTOMS DECLARATION indicating that the package contains RETURNED GOODS.  If you fail to do this, we are unable to accept any charges incurred in order for the package to reach us and this will be deducted from your final refund.  The cost of returning the item to us is your responsibility.

UK AND INTERNATIONAL

Refunds will be arranged using the same method of payment originally used to purchase the goods less the postage and packing cost.  All refunds are usually processed within 7-10 working days of receiving the goods back to us, often sooner, however please allow up to 30 days for this to show onto your account ie goods paid for by credit/debit card will be refunded to the same card.  If you have paid via PayPal, please check your account.

CURRENCY
Your card will be charged in UK Pounds Sterling (GBP). Please note our currency converter is only a guide for your convenience; as currency fluctuates on a daily basis, the conversion to your currency will not be the exact amount charged by your card provider.  This may affect the amount of your international refund depending on the currency rate at that time of refund.

PACKAGING THE ITEM FOR RETURN.

Please package the items you are returning in the same way they were sent to you. Product boxes (i.e. shoe boxes) must be protected with an outer corrugated box.  Please do not wrap the original items in packing paper or stick labels to it; we prefer that you re-use the original packing box that the items were dispatched to you in.  Product boxes returned damaged cannot be accepted for return.  Please ensure all original packages, tissue paper and plastic bags are also returned.

FAULTY, DAMAGED GOODS OR ITEMS RECEIVED IN ERROR

In the unlikely event that an item arrives to you in a faulty, damaged, in error or unsatisfactory condition, firstly, DO NOT WORRY, we endeavour to assist you to our very highest standard.  Please notify us within ASAP or within 3 working days of you receiving the goods.  We can usually either arrange a replacement or repair of the goods, if necessary to be sent out to you.  Our Customer Service Team can advise you further at the time.  You may initially be asked to provide us with photographic images via email prior to return for us to initially inspect and advise you.  UK customers please ensure you use the UK PRE-PAID RETURNS LABEL and ask for Proof of Postage for your guarantee and protection.  PLEASE DO NOT USE ANY OTHER POSTAGE METHOD TO RETURN as we cannot refund any other postage method used to return faulty items unless this has been prior agreed.  If you are outside the UK, please contact us ASAP or within 2 working days of receiving the goods with photographic images.  Our Customer Service Team will advise you on your next steps.  Please do not return overseas goods without prior agreement, as we cannot refund shipping costs unless agreed beforehand.

EXCLUSIONS

Please note we are unable to accept returns for the following items unless found faulty:

  • Earrings for hygiene reasons.
  • Jewellery and tiara sets containing earrings. (If you are unsure whether the set will be suitable please contact us and we can send the earrings at a later date).
  • Dyed/Customised Items including swatches (we advise you try for size prior to agreeing to dye).
  • Made to order products (i.e. items made in your own material, items jewelled to your specification).
  • Children’s socks (unless the packet is unopened)
  • Hosiery (unless the packet is unopened)
  • Shoe Accessories such as innersoles and foot care products - unless unopened, unused and in original packaging.
  • Umbrellas (unless the plastic seal is unbroken).
  • Any items purchased in SALE beyond 14 days after delivery.

These conditions do not affect your statutory rights.

Elegant Steps Limited
Princess House
Ark Royal Way
Birkenhead
Wirral
CH41 9HT
Registered in England and Wales no: 08496729
VAT Reg no: 836 9759 64