Questions?

  • How does shipping and delivery work?
  • I have an issue with my order, what can I do?
  • How do I know which shoe size to order?
  • How secure is your payment?
  • Do you have a returns policy?
  • I need to change or cancel my order!
  • What payment types do you offer?
  • How much is shipping?
  • Care Guide
  • How do I return an item?
  • How do I track my order?
  • How do I add a discount code?
  • Can I return your order for a full refund?
  • Where are you located?
  • Are your shoes overpriced?
  • Help! I think my order is lost in transit/hasn't been delivered.
  • Do you offer wholesale or bulk purchase discounts?
  • The size I received does not fit well. Can I exchange?
  • I forgot to add my discount code!
  • What's the shipping time to receive my package?
  • Are you stocked in any stores anywhere?
  • How long does it take for my return/exchange to be processed?
  • Can I pay in my currency?
  • How long does it take for my refund to be processed?
  • I don't see the orthopedic insoles added into my cart
  • Can I change my shipping address?
  • I am suffering from bunions, will your shoes help?
  • Do I have to pay import duty charges?
  • Are your shoes good for neuropathy?
  • Do they help with plantar fasciitis?
  • My shoe size is in AU/NZ. Which size should I get?

Shipping & Delivery

How does shipping and delivery work?

Once your order is placed, our team will collect your Moving Steps shoes and package it. Please allow up to 72 hours for our team to pick and pack your order. All orders are sent when all items are ready in full - this means that if you have a pre-order item in your order, all items will wait till that latest item is available and then will be sent out at the same time.

We use our private shipping line to ship your products to your location. From there, your package will be sent via your local courier lines.

US - USPS

CA - Canada Post

AU - Australia Post

NZ - New Zealand Post

UK, Ireland, Denmark - PostNL

When we ship your order, you will receive a confirmation email with the tracking number. Please don't stress if there are no scan events within the first 72 hours - the system can take time to catch up.

**Coronavirus impact Please note that couriers are experiencing significant international delays due to limited flights, social distancing requirements, and increased parcel volumes.

How much is shipping?

We try to keep our costs low for our valued customers. Shipping is free for orders above US$50. Otherwise, there will be a $5 shipping fee below $50. 

For EU countries, please note that reduced VAT is added to the shipping charge. You will not need to pay for VAT when the package arrives in your country. 

How do I track my order?

Yay time to celebrate - it's on its way! After we pass your order to the courier, we will send you a shipping confirmation email which will have a "Track Order" button. This will take you directly to their website so you can follow the live tracking updates.

Otherwise, you can head over to this link: Track Order

Enter your tracking number and click "Track Order" to view the status.

Help! I think my order is lost in transit/hasn't been delivered.

Think your order might be lost in transit? Check your tracking updates first. If there are no updates within 3 business days since the last one, please contact us and we can launch an investigation.

*Please note: Once we pass your order to our courier, your package is with a different provider. We completely understand delays are frustrating. However, once your order is with the courier, any issues need to be investigated by our courier. We are able to contact them on your behalf to resolve any issues. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.

What's the shipping time to receive my package?

We try our best to ship them as fast as possible. Your package will be shipped from our main fulfillment center in Shenzhen, China. Meanwhile, we are also looking into fulfillment centers in your local country to speed up the delivery process.

In the meantime, these are the shipping times for the respective countries.

US: 10-20 days

AU: 8-17 days

UK: 8-17 days

FR, DE, BE, IE: 10-20 days

ES, DK,  NL, SE, NZ, CA: 12-25 days

 

*Please note that we do not ship to Australia P.O. boxes.

 

Some distant areas can take a bit longer, but we’ll get it to you!

  • The given delivery dates are estimates calculated from the date an order is out for shipment, keeping in mind the transit time.

  • Deliveries might take longer than expected because of incorrect shipping address, bad weather, stringent customs clearance procedures, or any other unavoidable circumstances.

  • Please note that import duties, and any other additional import charges and taxes are not included in the item price or shipping charges. These charges are ultimately the buyer's responsibility.

Can I change my shipping address?

Opps, your shoes not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.

*Please noteWe can only send your order to the address you provide on your order. If you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully.

Do I have to pay import duty charges?

Some countries may be expected to pay for duty fees required to import goods into your country - a fee that might be placed on delivery by your country's government. So far as we know, only EU countries are required.

The good news is - we have paid on behalf for you. All you need is to pay a reduced VAT which is added into the shipping fees.

Product Questions

How do I know which shoe size to order?

Buying shoes without trying can be tough. Hence, we make it simple for you with our size chart. All you need is a piece of paper, measuring tape or ruler and a pencil. 

Place your foot on the piece of paper and draw with the pencil. Measure from the heel to the tip of your toe. Compare the size with our size chart. We recommend giving about 0.5cm of spacing so that it will not be too tight for your feet. 

Click here to view our size chart.

*Please note - Our shoes fit up to wide width for women's feet and medium for men's feet. You are recommended to get half a size bigger if you have wide feet and half a size smaller if you have narrow feet. If you have high arches, please consider getting shoes with detached tongue. Some examples are our Boom shoes, Miracle Dasher or Indestructible Walking Shoes

 

Care Guide

If the shoes have a chemical smell when you receive it for the first time, remove the insoles and place both the shoes and the insoles into the washing machine. Use gentle cycle with cold water and your favorite detergent. When they're done, shake excess water and let them air dry for a day.

Are your shoes overpriced?

Oh dear, you can definitely tell the ones who haven't experienced Moving Steps shoes themselves yet! We can promise you, Moving Steps shoes are worth every penny. We ensure to source only the best possible materials for our Moving Steps shoes so that they are designed to last and provide awesome comfort! Our quality assurance team ensures that the products are checked thoroughly before shipment. 

Do you offer wholesale or bulk purchase discounts?

For wholesale or commercial bulk purchases, please email us at support@movingsteps.life for more information. 

*Please note: This is subjected to stock availability. 

Are you stocked in any stores anywhere?

Nope, it's just us! Our Moving Steps shoes are available on our online store. Just make sure you are purchasing on our official website Moving Steps Life. 

I don't see the orthopedic insoles added into my cart

Don't panic. Your fingers may have pressed too fast for the system to add the insoles into your cart. Just click back to the cart page and refresh it. Allow the insoles to be added to your cart before pressing the checkout button. 

*Please note: This is only applicable for multiple pairs of shoes. 

I am suffering from bunions, will your shoes help?

Yes, they do. We recommend getting our All Might, Mighty Dasher, or Freedom walking shoes. For women, you can also try Everyday Walking shoes or Athletic walking shoes as the mesh fabric is stretchy to wrap around nicely on the bunions without rubbing. Our shoes are designed with a wide toe area which reduces pressure on the bunion and offers a comfortable fit. The soft padded interiors are soothing to the swollen bunion and provide comfort from heel to toe. 

Are your shoes good for neuropathy?

Our Moving Steps shoes are not designed for neuropathy but they come with a soft interior, padded insoles, extra support on ankles, and shock absorption soles. So they do help and keep your feet away from any kind of pain.

Do they help with plantar fasciitis?

Yes, Moving Steps shoes do help in PF. As they are made considering the following important things:

  1. Great Arch Support - to keep your feet from flattening out and help limit pronation.
  2. Contoured Footbeds - to help promote alignment by evenly distributing your weight across your foot.
  3. Removable Footbeds - to allow you to easily remove the current shoe footbeds and replace them with most custom and over-the-counter orthotics.
  4. Deep Heel Cups - to keep your heel padded while keeping you stabilized with every step.
  5. Shock Absorption - to help minimize or absorb harmful shock from the ground up. 

My shoe size is in AU/NZ. Which size should I get?

Check the tags of the shoes you have. Our shoes follow the AU/NZ/US size format. 

 

If you buy shoes following the AU/NZ/US sizes, then you simply select the same shoe size. If you buy shoes following the AU/NZ/UK sizes, then you will need to get one size bigger.

 

Returns & Exchanges

Do you have a returns policy?

Sorry, we know that this is the boring legal mumbo-jumbo, but please take a minute to read our returns policy. Customers can return shoes and apparel within 60 days for a refund.

To be eligible for a refund, your item must be in the same condition that you received it. It must also be in the original packaging. 

This includes the shoes, orthopedic insoles, and dust bags. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.

How do I return an item?

To complete your return, please provide the digital receipt that we have sent to your inbox. Please contact our customer support at support@movingsteps.life and we will be happy to assist you.

All returns have to be sent back to our headquarters in Singapore. You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. 

A trackable shipping service will be recommended as it's safe to track the whereabouts of the returned package.

Please note that we do not accept socks and insole items due to health reasons. Please make your selections carefully. 

Can I return your order for a full refund?

Sadly, we know that sometimes Moving Steps shoes is just not quite the right fit for some people. You can certainly return your shoes to us for a full refund, provided it is returned within 60 days. 

Please note that it must be in its original new condition, along with the dust bags and orthopedic insoles. 

The size I received does not fit well. Can I exchange?

Yes, of course! As long as you inform us within 60 days of delivery, we will exchange them completely for free. We will send you an invoice so you can complete the order. As it's below US$50, there will be a $5 shipping fee. Once you've paid, just contact us via support@movingsteps.life or our live chat and our reps will refund the shipping fee. Also, you can keep the shoes that do not fit you well. Donate them to someone who may need them. 

How long does it take for my return/exchange to be processed?

We are working hard behind the scenes to get Moving Steps shoes in and out of our fulfillment center. For returns, we encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon we receive this information. we can anticipate when the package will arrive and process the refund immediately. For exchanges, please read our shipping and delivery. 

How long does it take for my refund to be processed?

We're sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 3-7 business days to process into your account, depending on your bank. If it takes longer than this, we would recommend that you contact your bank directly. 

Payment

How secure is your payment?

All jokes and puns aside - your privacy and security are our highest priorities. We use Shopify payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

What payment types do you offer?

We accept Visa, Mastercard, and American express for both debit and credit cards. Pre-paid cards will not work. 

How do I add a discount code?

Woohoo, it's on sale - so you're basically saving money (at least that's what we tell ourselves when something it's on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click "Apply"! This is offered before the payment page so you're totally aware of how much you can save. 

*Please note: You can only use one discount code per order. 

I forgot to add my discount code!

Never fear! Simply email our lovely Moving Steps team at support@movingsteps.life or our live chat and they will be happy to help correct this for you. 

Can I pay in my currency?

Yes definitely! Just click the currency drop down on the top left-hand corner of the site and select your currency. Now, you can pay in your own currency at checkout 

Contact Us

I have an issue with my order, what can I do?

Something not quite right with your order? Don't worry, our Moving Steps team is ready to spring into action! Please contact us via email or live chat to advise of the issue. To help resolve things quickly, we request you include photos so we can help identify what has happened. 

I need to change or cancel my order!

These things happen! Please email us or send a message via live chat immediately and we will do our absolute best to carry out your request. If it has been dispatched from our fulfillment center, you will need to go through our returns process. 

As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully. 

Where are you located?

Moving Steps headquarters is located in Singapore. Your Moving Steps shoes start their journey out into the big wide world from our fulfillment center in Shenzhen, China.