At InstepNest, we are committed to ensuring your satisfaction with every pair of shoes you purchase. If you are not satisfied with your order, we offer eligible return and refund services.
- Return Eligibility
You may request a return after receiving your items, provided the following conditions are met:
Items must be unworn and unused.
Original packaging (shoe box, tags, etc.) must remain intact.
Items must be free of artificial damage, stains, or alterations.
The return request must be submitted within 14 days of receiving the items.
- Non-Returnable Items
Returns are not accepted in the following cases:
Shoes that have been worn or used.
Issues resulting from artificial damage.
Requests submitted after the 14-day return window has expired.
Items returned directly without prior authorization.
- Return Shipping Costs
✔ Quality Issues (Incorrect item shipped, damaged goods): We cover the return shipping costs.
✖ Non-Quality Issues (Incorrect size, personal preference): The buyer covers the return shipping costs.
- Refund Process
We will review the returned items after receiving and inspecting them.
Once the review is approved, the refund will be processed back to your original payment method within 3–5 business days.
The time it takes for the refund to appear in your account depends on your payment platform (typically 5–10 business days). - Exchange Service
We offer exchanges (e.g., for size issues), subject to the same return eligibility criteria and current inventory availability.
- Return Information
Customer Support: support@instepnest.com
Return Address: 2450 Mission College Blvd, Suite 108, Santa Clara, CA 95054