At Purestep, your satisfaction means everything to us. We want every customer to feel 100% confident and happy with their purchase — and if something isn’t quite right, we’ll make it right.

That’s why we’ve clearly outlined all important information about returns, cancellations, and refunds below — so you always know exactly how the process works and what your options are. If you have any further questions, our customer service team is happy to help — simply reach out to us at info@purestep.co.uk .

 

1. What if my shoes don’t fit?

No worries — if your shoes don’t fit as expected, we’ve got you covered. We offer several exchange options, so you can easily get a different size or model. Of course, you also have the right to request a regular refund instead of an exchange. Simply email us at info@purestep.co.uk with the subject line “Return”, and our customer service team will provide you with all the necessary instructions. You can find more information here on this page under point 4.

2. What if my item is damaged, defective, or missing?

We’re really sorry if something went wrong with your order — that’s definitely not the experience we want you to have. If your item arrives damaged, defective, or with parts missing, please contact our friendly customer service team via mail and we’ll take care of it as quickly as possible and arrange a free replacement shipment for you — of course, at no additional cost.

3. How long do I have to cancel or return my order?

In accordance with UK consumer law, you have the legal right to cancel your order within 14 days from the delivery date.

In addition to this statutory right, we offer an extended 30-day money-back guarantee from the order date — whichever date is later and therefore more favourable to you.

This cancellation policy gives you extra time to try on your shoes, make sure they fit your expectations, and decide whether you’d like to keep them.

Please note that once your order has been processed and handed over to the shipping provider (e.g. RoyalMail or any other courier), the dispatch process cannot be stopped.
In that case, you will need to wait for delivery and then easily return the package to us in order to complete the cancellation.

4. How do I cancel and return my order?

To cancel and return your order, please send us an email to info@purestep.co.uk with the subject line “Return”.

This allows us to provide you with the correct return instructions and all necessary information to make your return as easy as possible.

Please note that you must contact us before returning any items. Simply sending the package back to the return address without prior written notice does not count as a valid return or cancellation. In such cases, we may not be able to correctly allocate your return or issue a refund.

5. What happens after I return my order?

Once you have received the return instructions from us and your package has arrived at our warehouse, we will process your refund within 3–5 working days. Your refund will be issued to the same payment method you used for your original purchase. We’ll also send you a short confirmation email once your refund has been processed.

6. When will I receive my refund?

We will process your refund within 3-5 working days from the date we receive your cancellation request along with the return tracking link and receipt. The refund will be issued to your original payment method.

7. Do I need to include anything when returning my package?

Yes, please include a completed cancellation form with your return. This form ensures we can process your request quickly. 

8. Can I return an item after the 30-day period?

We already go beyond the legal 14-day return right by offering a 30-day return period from the order date out of goodwill and to ensure customer satisfaction.

Once this 30-day window has passed, we unfortunately can’t accept further returns.
As a young start-up, we hope you understand that we need to set a clear deadline so that all customers have the same fair rights.

9. What items are non-returnable?

The following items cannot be returned:

• Items that have been used or are not in their original condition.
• Cancellations that have been declared to us after the expiry of the permissible period

10. How can I return my product to your warehouse?

We truly believe in the quality of our products and want every customer to be completely satisfied — whether you love your shoes or decide they’re not the right fit for you.

To ensure a smooth and worry-free return process, please contact us first via email with the subject line “Return.” Once we’ve received your request, we’ll send you all the necessary return instructions and details for your refund.

After that, you can send your package to our international warehouse at the following address:
Guangzhou Makron Electronic Technology Co., LTD
No. 88 Jinghu Avenue, Xinya Street, Huadu District,
Guangzhou City, Guangdong Province, China
Phone: 0086 137 2544 7670

10. Will I be charged any fees for my refund?

No, we don’t charge any fees for processing refunds — your refund will always cover the full product amount. However, if you selected premium or express shipping options during your original order, those additional shipping costs are non-refundable, as they are charged by the courier service and already incurred at dispatch.