FAQ
Account
Do I need to register before placing an order?
No, you can browse our fashion products without registering.
How do I register?
Click on "Sign in" at the top right corner of our website. You can register with your email account.
What if I forget my login password?
Click on "Forgot password" on the Sign-in page, enter your registered email, and we will send a new password to your registered email.
How can I change my account password?
You can change your password after logging into your account.
How do I unsubscribe from your email newsletter?
You can click on "Unsubscribe" at the bottom of every newsletter email you receive.
Ordering & Payment
Can I get a discount if I make a larger order?
Yes, the more pieces you purchase, the higher the discount. For example, if you buy 10 pieces, you will receive a 5% discount. If you are interested in purchasing more than 10 pieces, please contact our Sales Department at services@colorstepshoes.com and provide the following information:
- The product(s) you are interested in
- The exact order quantity for each product.
Can I remove an item from the shopping cart?
Yes, if the order is not placed, you can remove the item from the shopping cart. However, once you have placed the order, you cannot delete any items from the order.
What happens if my item is out of stock?
For popular items, they may go out of stock quickly. We continually work with our independent designers to ensure that the items displayed on our site are available to our customers. If an item is out of stock, it will be automatically refunded once your order is processed.
Can I modify or cancel my order?
Once your order is placed (before payment, in "Awaiting Payment" status), you will receive an eight-digit alphanumeric order number. Orders in this status cannot be altered. If any information is incorrect, you can ignore the wrong order and create a new one. If you have already made the payment and want to modify or cancel your order, please send a request to our customer service representatives through the "Contact Us" page in your account for assistance.
Can you custom make the item(s)?
Normally, we do not provide custom-made services at this time, but customized wholesale is available. The items are the same as those displayed on our website and described on our website.
If I want to change information (such as color, size, shipping address, shipping method) of a paid order, what can I do?
We can only change that information for you if the order has not been shipped out. Therefore, please be more careful when placing your order. If there are any changes, please contact us via services@colorstepshoes.com or chat with us online.
What kind of secure payment methods do you accept?
We use PayPal to facilitate our payment process. You can use Credit Cards, Debit Cards, PayPal Wallet, Bank Account, eCheck, and any other payment methods supported by PayPal to complete your order on our website.
How do you secure my payment information?
We do not process any of your payment information. All payment-related matters on ColorStepShoes are handled by PayPal, ensuring the security of your payment information.
Why do I get less refund for the item(s) sometimes?
Please note that if there is a discount applied to your order, we will refund you the amount with the discount taken into account. This means we will refund the amount you actually paid for each item.
Size Chart
How can I choose the right size?
Sizes may vary between items from different designers. To determine the correct size, click on the size icon "SML" to check the bust, waist, and hip measurements of the item itself. You can also click on "SIZE GUIDE" to view detailed measurements. If you are unsure about which size to choose, you can use the "FIND MY SIZE" feature. Select your bust, waist, and hip measurements from the drop-down list, and you will receive a recommended size.
What is the free size?
The term "free size" indicates that there is only one size available for the item. In most cases, a medium size fits the majority of customers. If you are still unsure, please check the product details to see the specific measurements or click on the size icon to view the item's measurements.
Shipping & Handling
Where does my order ship from?
Our main fulfillment center is located in China. The majority of our clothing items are shipped from our fulfillment center. However, some items may be shipped directly from the warehouses of the designers we work with, which are located across North America, Europe, and other regions.
What countries do you ship to?
We ship worldwide, so you can enjoy our products no matter where you are located.
How do I change the shipping method?
Once you have placed an order, the shipping method cannot be changed. However, if you need to make changes to the shipping method, please contact our Customer Service Department at services@colorstepshoes.com as soon as possible during the order processing stage. We may be able to update the shipping method if you are willing to cover any additional costs incurred.
Does Colorstepshoes ship to multiple addresses?
We are currently only able to deliver to one address per order. If you wish to send your purchases to multiple addresses, we recommend placing separate orders for each destination.
What delivery companies do you use?
We only work with safe and reputable delivery companies such as DHL, UPS, USPS, Postal Mail, and others to ensure the reliable and timely delivery of your orders.
How much is the shipping fees?
Shipping fees depend on the weight of the package and the distance it needs to travel. You can view the exact shipping fees when choosing the shipping method during the checkout process. Additionally, any order over $50 (excluding final sale items) is eligible for free standard shipping( (select countries) on our website.
Is there any additional fee or tax?
For most countries, customers do not need to pay import fees, duties, or VAT (Value Added Tax). However, some limited countries, especially certain European countries such as Germany, Italy, UK, and Canada, may require payment of duties or VAT according to their respective levying rules.
Does UPS/DHL require a signature on delivery?
DHL requires the signature of the receiver upon delivery, while UPS typically leaves the package at your yard, front door, or porch if you are not available to receive it.
Do you ship to PO BOXes and APO/FPO/AFP military addresses?
We can only ship to PO Boxes and APO/FPO/AFP military addresses using standard shipping, which takes approximately 4 weeks for delivery. If you prefer expedited shipping , please provide a physical address.
When will I receive my items after I place an order?
The delivery time depends on the shipping method and destination country. Please note that the total time includes processing time and shipping time, excluding any customs delays, weekends, holiday periods, and unforeseen circumstances. Typically, our normal delivery time is 3-7 business days for order processing and 7-20 business days for shipping, the shipping time depends on your country and region. For more details, please visit our Shipping Methods.
How do I track my order status?
Once you place an order, you will receive an email with the order information. You can also log in to our website and track your order under "You > My Orders" at the top right side of our website.
Once your order has been shipped, you will receive a tracking number via email. This tracking number allows you to monitor the progress of your shipment.
Why is my tracking number invalid?
Tracking information usually becomes available 2-3 business days after dispatch. If your tracking number is not searchable after this period, there are several possible causes. It could be that the shipping companies have not updated the delivery information on their websites with the most up-to-date status, the tracking code for the package is incorrect, the parcel has already been delivered and the information has expired, or some shipping companies remove the tracking code history. If you encounter this issue, please contact our dedicated Customer Service Department at services@colorstepshoes.com with your ColorStepShoes order number. We will contact the shipping company on your behalf and provide you with any available updates.
Can you pack my order as a gift?
Sorry, but we currently do not provide gift packaging services.
Coupons & Discounts
How can I use the coupon codes?
For each order, you can apply only one available coupon. To stay updated on the latest coupon codes, you can subscribe to our newsletter. When placing your order, after adding items to the shopping cart and proceeding to checkout, select a valid and available coupon code from the "Choose a Coupon" area.
Return & Exchange
What is your return policy?
Items Not Eligible for Return:
- Swimwear is not eligible for return or exchange.
- Final Sale items are not eligible for return or exchange.
- Swimwear can only be returned/exchanged if it is defective, damaged, or the wrong item. In such cases, you are required to upload a picture showing the problem item when submitting the return/exchange request online.
For other items to be eligible for a return:
- Items can be returned or exchanged within 30 days from the delivery date.
- Items received should be unused, undamaged, and in the original package with original labels.
- The buyer is responsible for the return shipping cost and any related expenses. Silver, gold, and platinum members may qualify for the return shipping fee reimbursement program. Please see the Member Center for detailed information. Items that do not meet these criteria will not be considered for return. For more details, please refer to the Return Policy.
How can I return or exchange an order?
Please log in to our website and check your account orders. In every specific order, there will be a "Return/Exchange" button. Click on it to submit the return/exchange request. You will receive authorization and the return address from us via email within 24 hours. For more details, please refer to the Return Policy .
How soon will I receive a refund for my return?
Once the refund is approved by our customer service representatives, your refund will be issued within a week to the original payment method or as store credit to your Colorstepshoes account. Please note that it may take up to 30 days for the refund to appear on your credit card if you used it as the original payment method.
Why did Colorstepshoes fail to refund you sometimes?
There are multiple reasons why we may fail to refund you in time:
- PayPal cases: If you have contacted PayPal to open a dispute or file a claim for your order, the transaction is being reviewed by PayPal, making the funds unavailable. Once the case is closed, we can issue the refund to your account.
- Credit card chargeback: If you have asked your credit card company to stop the payment before contacting us, we cannot take any action until their investigation is closed.
- Credit card issues: Sometimes customers use a different credit card or have changed their card, which can result in refund failure. However, we will ask for your PayPal account to send the refund amount.
- Transaction overdue: If you request a refund more than 180 days from the order payment date, we will need to involve our PayPal account manager to help issue the refund, causing a delay of approximately one week compared to our normal process.
If the garment does not fit, what can I do?
Please go to the order detail page and submit a request to us. Our customer service representatives will provide you with further instructions within 24 hours.
If I receive a wrong/damaged/defective item, what should I do?
Send an email to services@colorstepshoes.com with picture(s) of the wrong/damaged/defective item, as well as your order number. We will investigate the issue and take further action to resolve your problem.
What should I do if an item is missing from my order?
Sometimes, your order may be delivered in multiple packages. Please check your order details in your account. If all packages have been delivered but you are still missing items, please contact our customer service representatives through the Contact Us page and submit a request. Our customer service representatives will assist you and get back to you within 24 hours.
Where can I return the item to?
For the return center address, please reach out to our Customer Care team. They will provide you with the specific address for returning the item.
What shipping company can I choose for return?
When it comes to choosing a shipping company for return, you have the freedom to use any shipping carrier. We recommend selecting a cost-effective method such as postal shipping, which is convenient for both parties.
Customer Support
If you encounter any other problems on Colorstepshoes.com, please take a picture of the problem or capture a screenshot. Send it to services@colorstepshoes.com so that we can address the issue as quickly as possible.
If you have any further inquiries, feel free to ask.