Legal notice

1. Our products

Stepwell sells children’s footwear and related products in the UAE. We aim to provide clear product descriptions, photos, size guidance etc. Product colours, materials and appearance may vary slightly due to screen settings, photography, lighting, production batches or supplier updates. We make reasonable efforts to show our products accurately, but minor visual differences are not considered a defect. Our shoes are designed with children’s foot development and everyday comfort in mind. However, they are not medical devices and are not intended to diagnose, treat, cure or prevent any medical condition. For specific foot, walking, posture or health concerns, customers should consult a qualified healthcare professional.

2. Product information and sizing

Customers are responsible for checking the size guide before ordering. Any size recommendations provided by Stepwell through WhatsApp, social media, email or chat are based on the information provided by the customer, such as the child’s foot length, age, walking stage and preferred fit. We are happy to help with sizing, but final size selection remains the customer’s responsibility. If the size is not suitable, the item may be returned only in accordance with our Return and Refund Policy.

3. Prices and payment

All prices are shown in UAE Dirhams (AED) unless stated otherwise. We reserve the right to update prices, offers and product availability at any time before an order is accepted. If a product is listed with an obvious pricing, stock or technical error, we may cancel the order and refund any amount paid. Accepted payment methods may include online card payment, QR code, payment links, cash on delivery, bank transfer, or other payment methods shown at checkout. Orders are processed only after payment is successfully received or confirmed, unless cash on delivery is available and accepted by us.

4. Order acceptance

After placing an order, the customer may receive an order confirmation. This confirmation means we have received the order request; it does not always mean the order has been finally accepted.

We may refuse or cancel an order if:

Reason	Example
Product unavailable	Item sold out or supplier stock issue
Payment issue	Failed, reversed or suspicious payment
Incorrect details	Wrong phone number, incomplete address
Pricing or website error	Clear mistake in price, stock or description
Fraud/security concern	Suspicious transaction or misuse of website
Legal restriction	Delivery or sale would breach applicable law

If we cancel an order after payment has been made, we will refund the amount paid using the original payment method where possible.

5. Promotions, discounts and offers

Promotions, discount codes, bundles and offers are subject to availability and may have specific terms. Discounts cannot be applied retroactively unless we agree in writing. We may cancel or refuse a discount code if it is used incorrectly, shared without authorisation, expired, duplicated, or affected by a technical error. Discounted items are still covered by mandatory UAE consumer protection rights for defective, damaged, incomplete or misdescribed goods.

6. Product care

Customers must follow the care instructions provided on the product page, packaging, label or by Stepwell. We are not responsible for damage caused by improper cleaning, machine washing where not recommended, soaking, bleaching, excessive heat, harsh chemicals, rough use, incorrect storage, or use outside the product’s intended purpose.

7. Website content and intellectual property

All website content, including text, product descriptions, photos, videos, graphics, branding, logos, icons, layouts, size guides and marketing materials, belongs to Stepwell or its licensors unless otherwise stated. Customers may not copy, reproduce, distribute, edit, sell, use commercially, or publish our content without written permission.

8. Customer reviews and user content

If a customer sends us a review, photo, video, testimonial or feedback, they allow Stepwell to use it for customer service, quality control, marketing and social proof, unless they tell us otherwise in writing. We may edit reviews for spelling, formatting or length, but we will not intentionally change the meaning. We may refuse to publish content that is offensive, misleading, unlawful, spam, abusive or unrelated to our products.

9. Force majeure

Stepwell is not responsible for delay or failure to perform where caused by events outside our reasonable control, including courier disruption, extreme weather, government action, customs delays, supplier delay, payment gateway failure, internet outage, cyber incident, public holidays, strikes, emergencies, or force majeure events. We will make reasonable efforts to update affected customers and complete the order as soon as reasonably possible.

10. Cookies

Our website may use cookies and similar technologies to operate the website, remember preferences, analyse traffic, improve customer experience, support advertising, and measure marketing performance. Customers may adjust browser settings to block or delete cookies, but some website functions may not work properly.

11. Complaints and customer support

Customers can contact us through:

Email: info@stepwell.ae
WhatsApp: +971 55 217 0978
Website: www.stepwell.ae
Working hours: 9am-7pm

We aim to respond to customer service requests as quickly as possible, usually within 5 business day.

12. Governing law and jurisdiction

These Terms are governed by the laws of the United Arab Emirates and applicable laws of the Emirate of Dubai, unless mandatory consumer protection law provides otherwise. Any dispute should first be raised with Stepwell customer support so we can try to resolve it amicably. If the issue cannot be resolved, it may be referred to the competent UAE authorities or courts.

13. Changes to these Terms

We may update these Terms and Policies from time to time. The version published on the website at the time of order will generally apply to that order, unless a legal update requires otherwise.