Return Policy

We understand the importance of customer satisfaction and want to ensure that you are completely happy with your purchase. If, for any reason, you are not satisfied, you may return your item(s) within 30 days. It is important to note that the item(s) must be in new, unused condition, with all original tags and packaging intact.

To initiate a return, we kindly request that you contact our customer service team to request a return authorization. They will provide you with instructions on how to return your item(s) and guide you through the process. Once we receive and inspect the returned item(s), we will issue a refund to you.

Please be aware that personalized or customized items cannot be returned unless there was an error on our part. Additionally, we are unable to accept returns on final sale items.

If you encounter any issues or have questions about our return policy, please do not hesitate to contact us. We are here to assist you and ensure that you have a satisfactory shopping experience.

 

Additional remarks of return policy

1. Please include the following information in the return package :

  • Order number and product SKU of the item(s) you want to return.
  • Attach the shipping label to the outside of the package.
  • Provide the reasons for return.

Additionally, please email us and show the problematic item(s) to us. For example, you can send photos of quality-related issues or wrong sizes to our email address.

Once we receive and inspect your returned package, we will initiate the refund process.

2. Return address

  • Please contact our customer service first to determine the nearest return address. We will respond to your inquiry within 24 hours.

Email: services@colorstepshoes.com

3. Return Announcement

  • Due to hygiene reasons, we cannot offer refunds on earrings, lingerie, underwear, or swimwear unless they are visibly defective.
  • Please contact us within 30 days after receiving your order to initiate a return.
  • When returning the item(s), please use a local post office instead of express services like DHL, UPS, TNT, or FedEx. Choosing express delivery options may result in import taxes and potential delivery delays due to customs clearance. We will arrange a replacement or issue a refund only after receiving and inspecting the returned item.
  • Once we receive your returned item(s) and confirm that they comply with our returns policy, we will issue a refund using the original payment method.
  • Please allow 2-3 weeks for your return to be processed after mailing it. We will notify you via email once your return request has been successfully processed.
  • For orders shipped to Brazil or Russia, you have up to 40 days after shipment to contact our customer service and request a return. The final decision regarding the interpretation of these return policies is reserved by colorstepshoes.com.

 4. Refund

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.
  • If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at  services@colorstepshoes.com.

Please Note: we do not refund our original shipping cost.

5.Return Charge

  • If the return is due to our problems (such as: incorrect products, quality problems of products), we will provide a full refund for you include the return freight;
  • If the return is due to the buyer’s problem (such as: don’t like/want the item, ordered a wrong product/size), the buyer should pay the return freight.
  • No restocking fee to be charged to the consumers for the return of a product.

Policy conditions and requirements

1. Product quality issues

Steps:

  • Email our Customer Service.
  • Upload a picture/video of the product and describe the problem.
  • Customer Service will confirm the issue.
  • Choose your preferred solution.

Claim period: Within 30 days from the date you received the item.

Customer Service response time: Within 24 hours.

Solution: 72 hours after the issue is confirmed, Customer Service will send a replacement or issue a full refund.

2. Unsatisfactory products

Steps:

  • Email our Customer Service.
  • Explain the reason for the return.
  • Customer Service will confirm the request.
  • Ship the product back.
  • Customer Service will confirm the return of the item.
  • Refund will be issued.

Claim period: Within 30 days from the date you received the item.

Customer Service response time: Within 2 to 3 weeks after receiving your products.

Solution: After we receive and inspect the item, Customer Service will issue you a refund.

Notice: You are responsible for all shipping costs, including the initial shipping cost to send you the item.

3. Wrong item

Steps:

  • Email our Customer Service.
  • Upload a picture/video of the product and describe the problem.
  • Customer Service will confirm the issue.
  • Choose your preferred solution.

Claim period: Within 30 days from the date you received the item.

Customer Service response time: Within 24 hours.

Solution: 72 hours after the issue is confirmed, Customer Service will send you the correct item or issue a full refund.

4. Size problem

Steps:

  • Email our Customer Service.
  • Upload a picture/video of the product and describe the problem.
  • Customer Service will confirm the issue.
  • Choose your preferred solution plan.

Claim period: Within 30 days from the date you received the item.

Customer Service response time: Within 24 hours.

Solution plan:

  • Plan A: The size does not match what you ordered. You will receive a full refund or can choose to receive the product with the right size for free.
  • Plan B: The size matches what you ordered, but it does not fit. The size of each item may have an inaccuracy of about 2cm/1 inch due to hand measurements.
    • If the size difference is less than 2cm/1 inch, you can contact us and apply for a return. You are responsible for all shipping costs incurred.
    • If the size difference is more than 2cm/1 inch, we will cover all shipping costs.

5. Color problem

The precise color of each item may vary depending on your computer screen settings, the background, and the lighting conditions. Slight mismatches between the color of your item and the color shown on your computer screen may not mean that the item is the wrong color. However, if you feel that you have received an item that is the wrong color, you can follow the same procedure described in section 3.

Policy Exclusions

Goods are not covered by our 30-day return or refund policy if:

  1. The product serial number and product were not distributed by Color Step.
  2. Goods have been worn, damaged, stretched, or contaminated.
  3. Goods were damaged or worn out due to improper use.
  4. Goods are returned without the included accessories.
  5. Goods were stored or exposed to extreme environments.
  6. Unauthorized repair, misuse, negligence, abuse, accident, alteration, or improper installation occurred.
  7. Partial goods of a complete set are being returned.
  8. The claim is made more than 30 days after you received the goods.

Please note that these exclusions apply to the 30-day return or refund policy, and the mentioned circumstances may impact the eligibility of the goods for return or refund.

If you have any further questions or concerns regarding our policy, please don't hesitate to contact us. We are here to assist you.