Returns & Exchanges
Here’s the short of it: you have 30 days to decide, exchanges are simple, and if you added Checkout+ at checkout, your return and exchange shipping is covered. The details are below.
The 30-day window
You have 30 days from delivery to decide a pair is right for you. Wear them around the house on carpet, walk a few rooms, and sit through a dinner at home. If they aren’t right, email us directly at help@steffies.us for fit guidance, or begin the process here.
What we need for a return
Shoes need to come back in sellable condition to be accepted for a return or exchange. That means unworn outside, with all stickers intact and legible and no damage. Everything that arrived with your order comes back too: the shoebox, all packing materials, your Steffie’s shoe bag, and the shoes themselves. Tuck the shoes into their white protective baggies before shipping, which keeps them scuff-free in transit.
Free returns and exchanges with Checkout+
Checkout+ is the small add-on you saw at checkout (we use Redo to power it). If you add it, your return and exchange shipping is on us. One click in the return portal, and we email you a prepaid label.
Returns without Checkout+
You can still return a pair the standard way. The only difference is that you cover the return and exchange shipping. Start in the same return portal, choose your label option, and the cost is deducted from your refund.
Exchanges
If you’d like a different size or color, choose “exchange” in the portal rather than “refund.” The new pair ships as soon as we receive the original, usually within a day of it arriving at our warehouse. If your size isn’t in stock, the portal will tell you and offer alternatives or a refund.
Need your new pair sooner? Choose Instant Exchange and we’ll ship it right away. We place a temporary hold on your card for the cost of the new shoes, and it’s released as soon as we approve your return. Instant Exchanges ship the next business day from your request.
Not sure what size to switch to? Our Fit Finder walks you through it in about a minute, and it accounts for the fact that most of our styles run a half-size small. Still unsure, or want to speak with a person? Email us at help@steffies.us and we’ll get back to you in one business day.
How long it takes
Your refund goes back to your original payment method, usually within 2–3 business days after we receive the pair. Depending on your bank or card, it can take up to 10. An exchange ships the next business day after we receive your return, with standard delivery from there. Store credit is issued within a day of receiving your return, as soon as we process it.
Final sale
Items marked “final sale” on the product page cannot be returned or exchanged. We’ll always tell you up front. It’s in the title and on the product page, so it’s never buried.
Damaged or wrong item
If we sent the wrong pair, or a pair arrived damaged, that’s on us. Email help@steffies.us with a photo and your order number, and we’ll make it right with a replacement shipped the same day.
The full policy
The legal version of everything above lives on our refund policy page. If anything here ever conflicts with that page, the policy is the source of record.
Anything we can answer? Email help@steffies.us. We answer Monday through Friday.