1. RETURNS POLICY
1.1 Statutory Rights: Under the Consumer Protection (Distance Selling) Regulations, You have up to 7 working days after You have received your delivery to cancel your order (other than in respect of goods made to Your specification or are clearly personalised).
You are required to notify Stepin2Success (info@stepin2success.com) of your intention to cancel your order before making a return to the Provider.
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date.
1.2 General policy:
If You wish to return a product(s) within the period specified in Clause 1.1 above, You can make a return as indicated in the package.
You should contact the provider, to arrange for the product to be returned. Neither option will entail any additional cost to You.
You should send the product in the same package received by following the directions.
You will be responsible for the cost of returning the product if You are not able to do so via options offered. In this case, if You return the goods to us at our expense, we will be entitled to charge You for the direct cost we incur as a result.
Where possible, please use or include with the product being returned all original boxes, instructions/documents and wrappings.
We will process your refund as soon as possible (and in any case, within 30 days of giving us notice of cancellation). We will refund any money received from You using the same method used to make payment.
You should be aware that You are under an obligation to take reasonable care of the product(s) whilst they are in your possession. This means including all of the product(s) instructions, documents and wrappings when returning the product(s) and returning the product(s) in the same condition as received. Failure to exercise such reasonable care may, depending on the circumstances, give rise to a right of action against You for breach of
statutory duty.
Exchange is limited to exchange for the same product, of a different size or colour.
In circumstances where You consider that the product does not conform to the Contract at the time of delivery, You should promptly contact Stepin2Success (info@stepin2success.com) and the provider with details of the product and its damage.
Upon receipt of the product, we will fully examine it and notify You of your right to a replacement or refund (if any) via e-mail within a reasonable period of time. We aim to process the refund or replacement as soon as possible and, in any case, within 30 days of the day we confirmed to You via e-mail that You are entitled to a refund or replacement.
Claims deemed an error on our providers part are covered at their expense.
Defective products will be refunded in full, including a refund of the delivery charges and any reasonable costs incurred by You in returning the item.
If you notice an issue on the products or anything else on the order, please contact Stepin2Success (info@stepin2success.com), for further details please refer to the Terms of Use Policy.
You will not have any right to cancel a Contract for the supply of any of the following products:
Face Masks, which are not suitable for return due to health or hygiene reasons.
Customized items,
Music CDs/DVDs; whose original wrapping has been removed.
We do not refund orders for buyer’s remorse.
Please take good and reasonable care of the products whilst in your possession, and where possible original boxes, instructions/documents and wrappings should be retained and used for the return of the products.
We will always refund any money using the method used to make payment.
THE PROVISIONS SET OUT IN THIS CLAUSE 1. DOES NOT AFFECT YOUR STATUTORY RIGHTS RELATING TO FAULTY OR MISDESCRIBED GOODS OR YOUR RIGHT TO CANCEL ORDERS UNDER THE CONSUMER PROTECTION (DISTANCE SELLING)
2. RETURN ADDRESS
The return address is set by default to the Provider’s facility. When they receive a returned shipment, an automated email notification will be sent to Stepin2Success. Unclaimed returns get donated by the Provider to a charity after 4 weeks. Ensure the Provider’s facility is used as the return address.
2.1 Wrong Address –
If you provide an address that is considered insufficient by the courier, the shipment will be returned to the Provider’s facility. You will be liable for reshipment costs once we have confirmed an updated address with You (if it is applicable).
All information asked on the checkout page must be filled in precisely and accurately. Stepin2Success will not be responsible for missed delivery because of a wrong or misspelled recipient name or surname, delivery address or an inappropriate phone number.
This provision does not affect your statutory rights as a consumer.
2.2 Exchanges
Return of product for size exchanges may be offered, you will need to first contact Stepin2Success (info@stepin2success.com) direct, before returning the product to the provider. Stepin2Success may then place a new order on your behalf.
3. NOTIFICATION
3.1 Notification for EU consumers
According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons,
Therefore Stepin2Success reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
4. Return Addresses
4.1 The return address of your store is by default the provider of the products, and is based on where your package was fulfilled:
- Packages sent out from our US and Mexico fulfillment centers are returned to our Charlotte facility. Its address: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273.
- Packages sent out from our Latvian facilities are automatically returned to Plienciema 5, Marupe, Marupes novads, LV-2167, Latvia.
- Packages sent out from our Spanish facility are automatically returned to Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain.
- Packages fulfilled by our partner facilities in Australia are returned to: 40 Tanimbla Street, Kedron, Queensland 4031, Australia (apparel orders); 338 Albert St, Brunswick VIC 3056, Australia (non-apparel orders).
- Packages fulfilled by our partner facility in Japan are returned to: 817-3 Komiyaji, Shinwamachi, Amakusa City, Kumamoto Prefecture, 8630101 Japan.
- Packages fulfilled by our partner facility in Canada are returned to: 3500 Laird Rd, Mississauga, ON L5L 5Y4 Canada.
4.2 Once the return package reaches their facility, The Provider will notify Stepin2Success via email. Based on the reason for the return, we’ll decide what the next steps should be. Check out our Terms of Use Policy for more info.
5. Orders
5.1 For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Costs of reprinting and shipping a replacement order for You would be made on your behalf.
You would need to confirm with Stepin2Success (info@stepin2success.com), that the shipping address was correct. It would also be necessary to confirm that you have got in touch with your local post office to try and locate the lost order.
Keep in mind that if tracking information states an order was delivered but you reaffirm that you had not received it, we won’t take responsibility and reship that order. In that case, any replacements would have to be at your expense.
You can check out our Terms of Use Policy for more details.
5.2 Order Returned to Sender
Orders returned to sender, most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by You.
Stepin2Success will receive notice once the order arrives back to the Provider’s facility.
Stepin2Success will contact you to determine how you would like to proceed. Stepin2Scuccess would then contact the Provider with an updated address if you wish to have the product reshipped.
New shipping charges will be applied for orders that have been unclaimed at customs, returned by You (subject to clause 2.1 and 5.1), or have had an incorrect address originally provided.
5.3 Damaged Product in Mail
If something arrives damaged, send a photo of the damaged goods to Stepin2Success (info@stepin2success.com) within 7 days, who will arrange for a replacement to be sent to You at no cost to You.
5.4 Quality concerns or Change of Mind
Any returns or problems that occur because of an error on the Providers part will be handled at their expense.
If the item is returned to the Provider, Stepin2Success will be contacted by the Provider regarding the return. The Provider will ship the return to Stepin2Success; however, Stepin2Success will be responsible for the shipping cost a second time. Unclaimed returns get donated to charity after 4 weeks.
If you have questions or concerns regarding this Agreement, you should contact us by e-mailing RoanaHarris@Stepin2Success.com and writing “Return Policy” in the subject line.
This agreement was last updated on 28/01/2021.