Shipping & Exchange Policy

Last Updated: June 2026

At Step Sole UAE, we are committed to providing a smooth shopping experience and ensuring that every customer receives quality footwear that meets their expectations. Please review our Shipping and Exchange Policy before placing an order.

Shipping Policy

Order Processing

All orders are processed within 1–2 business days after payment confirmation. Orders placed on weekends or public holidays will be processed on the next working day.

Once your order has been dispatched, you will receive a confirmation message containing shipment details and tracking information (where available).

Delivery Time

Delivery times may vary depending on your location within the UAE:

  • Major Cities: 1–3 business days
  • Other Areas: 2–5 business days

While we strive to deliver all orders within the estimated timeframe, delays may occasionally occur due to weather conditions, courier issues, public holidays, or unforeseen circumstances.

Shipping Charges

Shipping charges, if applicable, will be displayed during checkout before payment is completed.

Any promotional offers providing free shipping will be clearly communicated on our website and marketing channels.

Incorrect Address Information

Customers are responsible for providing accurate shipping information. Step Sole UAE cannot be held responsible for delays or failed deliveries resulting from incorrect or incomplete addresses submitted during checkout.

Exchange Policy

Customer satisfaction is important to us. If you are not completely satisfied with your purchase, we offer exchanges under the conditions outlined below.

Exchange Eligibility

Products may be exchanged within 7 days of delivery provided that:

  • The item is unused and unworn.
  • The item is in its original condition.
  • All original packaging, tags, labels, and accessories are included.
  • The product shows no signs of use, damage, stains, odors, or alterations.
  • Proof of purchase or order confirmation is provided.

Step Sole UAE reserves the right to inspect returned products before approving an exchange request.

Non-Exchangeable Items

For hygiene and quality assurance reasons, exchanges may not be accepted for:

  • Products that have been worn or used.
  • Products returned without original packaging or tags.
  • Products damaged due to customer misuse.
  • Clearance, sale, promotional, or specially discounted items (unless defective).

Exchange Process

To request an exchange:

  1. Contact our customer support team within 7 days of receiving your order.
  2. Provide your order number and details of the item you wish to exchange.
  3. Once approved, instructions for returning the item will be provided.
  4. After inspection and approval, the replacement item will be dispatched subject to stock availability.

If the requested size or product is unavailable, store credit or an alternative solution may be offered at our discretion.

Exchange Shipping Costs

Unless the item received is defective or incorrect, customers may be responsible for any shipping costs associated with exchanging a product.

Damaged or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us within 48 hours of delivery and provide clear photographs of the issue. We will review the case and arrange a suitable resolution as quickly as possible.