Refund policy

This Return & Refund Policy applies to purchases made through stepwell.ae and our official online sales channels in the United Arab Emirates.

Stepwell is operated by MK Trading L.L.C-FZ.
For return support, please contact us at:
WhatsApp: +971552170978
Email: info@stepwell.ae

1. Return period

Stepwell wants you to be pleased with your purchase, and so if for any reason you are not completely satisfied, Stepwell will refund your purchase within fourteen (14) days of delivery of your purchased products. Please go through the Returns Policy available on the Website and the Important Information given herein. Products purchased through the our website should be returned new, unused, in their original packaging and with the original invoice and all Product tags still attached. Returns that are damaged, soiled or altered may not be accepted by Stepwell and may be sent back to you.

2. Return eligibility

To qualify for a return or exchange, the item must be:

Unworn, unused, clean, and in resellable condition.
Tried on indoors only, preferably on a clean surface.
Returned with the original shoe box, packaging, tags, labels, inserts, accessories, and any free gifts included with the order.
Free from marks, stains, odors, scratches, sole wear, washing damage, or damage caused by use.
The original shoe box is considered part of the product. Please do not tape, write on, or attach courier labels directly to the shoe box.

3. Items we cannot accept back

We cannot accept returns or exchanges if:

The shoes have been worn outdoors.
The sole shows wear, dirt, scratches, or signs of use.
The item has been washed, altered, damaged, or repaired.
The original packaging, shoe box, tags, accessories, or free gifts are missing.
The return request is made after 14 days from delivery.
The item is returned in a condition that prevents resale, unless the return is due to a confirmed defect, wrong item, or issue caused before delivery.

This does not affect your legal rights where the item is defective, damaged, incomplete.

4. Exchanges

Unfortunately, exchanges are currently unavailable. Alternatively, we suggest you return your item(s) within 14 days from the delivery date and create a new order. Gift cards/ eGiftcards/ eVouchers/Gift cannot be returned or exchanged for cash.

5. Return shipping fee

For returns a flat AED 35 return shipping fee applies.

This amount may be deducted from your refund or charged before arranging the return pickup. Original delivery fees, if any, are non-refundable unless the return is due to a wrong, defective, damaged, or incorrectly described item.

6. Wrong, defective, or damaged items

If you receive an item that is wrong, defective, damaged, incomplete, or significantly different from the product description, please contact us as soon as possible with:

Your order number.
Clear photos or videos of the issue.
Photos of the packaging, if the parcel arrived damaged.

If the issue is confirmed, we will offer one of the following solutions, depending on the case:

Replacement.
Refund.

For confirmed wrong, defective, or damaged items, Stepwell will cover the reasonable return delivery cost. Please do not continue using the item after discovering a possible defect, as continued use may affect the review of the claim.

7. What is not considered a defect

The following are not usually considered product defects:

Size or fit preference.
Normal wear and tear.
Damage caused by outdoor use, misuse, incorrect care, washing, heat, water exposure, or improper storage.
Minor color differences caused by screen settings or lighting.
Minor packaging dents where the product itself is not damaged.
Natural creasing or small material variations that do not affect product use.

8. Refunds

Once we receive your returned item, we will inspect it and notify you whether the return is approved. If approved, your refund will be processed to the original payment method where possible. For cash-on-delivery orders, refunds may be processed by bank transfer or store credit. Refunds are usually processed within 10 business days after the returned item is received and approved. Refunds can take between 10-45 business days, depending on your registered bank.

9. Refund deductions

For eligible customer-choice returns, the refund amount may exclude or deduct:

AED 35 return shipping fee.
Original delivery fee, if applicable.
Cash-on-delivery fee, if applicable.
Missing accessories, packaging, or free gifts.
Loss in value caused by use, damage, or incomplete return.

We do not charge a restocking fee.

10. Promotional orders and bundles

If your order included a discount, bundle, free gift, or promotion, the refund will be calculated based on the amount actually paid. If returning part of an order means the original order no longer qualifies for a promotion, free delivery, or free gift, we may adjust the refund accordingly. Free gifts must be returned unused with the returned item. If not returned, their value may be deducted from the refund.

11. Order cancellations

Once an order has been placed, it cannot be cancelled under any circumstances. We begin processing orders immediately to ensure timely delivery, and as a result, we are unable to accommodate order cancellations.

However, if there is an issue with your order upon delivery—such as damage, defect, or incorrect items—you may be eligible for a refund in accordance with our Refund Policy.