Returns & Refunds
Customers can return shoes and apparel within 60 days for a refund. If 60 days have gone by since your delivery date, we can't offer you a refund or exchange.
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.
To complete your return, please provide the digital receipt that we have sent to your inbox. Please contact our customer support at firstname.lastname@example.org 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.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your product. We will also notify you whether your item is accepted or rejected. If the item is accepted, then your refund will be processed and a credit will automatically be applied to your credit card within 3-10 business days.
Refunds will not be granted if the customer ordered the incorrect size/color/quantity etc. We ship the exact item(s) that you select at time of purchase. If you require a change to your order, please email us ASAP and we will try our best to accommodate your request. If your order has already been processed or shipped, we cannot make changes to your order, and a refund will not be granted.
Your refund includes the total value of any returned items. Please note that delivery fees are not refundable unless you receive an incorrect item.
Cancellations can only be allowed within 12 hours of purchase. Because our systems are automated, order processing can sometimes be very fast if stock is available and will be shipped out within the same day or the following day.
If the size doesn't fit, we have a 60 days exchange. Reach out to our customer support at email@example.com to request an exchange. Provide us the shoe brand that you normally wear and shoe size so we can check its measurements. Please note that each order is entitled to only one free exchange.
Please follow these instructions for Return Request:
1. Take a photo of the problem – If the problem is size, please use a ruler.
2. Send an email with the subject line “Order # “YourOrderNumber” Replacement Request” to Support Email.
- Please include the following:
- The photo(s)
- A specific description of the issue
- The Order Number - If there are multiple products in an order, identifying the product with the issue
Our support team will respond within 1 business day and Return Instruction will be provided.
All orders are guaranteed for delivery. If orders are not received due to circumstances beyond our control, a replacement item will be ordered. The replacement item will be shipped to the original Shipping Address listed at the time the original order was placed.
Moving Steps reserves the right to make any amendments to this policy at any time. Notification of any changes will be published on this page.