FAQ

Still waiting for your order? Don't worry! It could just be taking a little extra time while it's out for delivery. Sometimes the courier might have tried to pop by when you weren't home – they usually give it a go up to 3 times!

The best way to see where your package is is by using the special tracking number we sent you in your dispatch email. Can't spot that email? No problem at all! You can easily grab your tracking reference number from your order history on our site.

Good news! We've sent your unique tracking number in your shipping email so you can follow your order's journey. If you don't see it right away, just have a quick peek in your spam folder – sometimes our emails end up there by mistake! You can also easily find your tracking number in your order history within your customer account on our website.

Just a heads-up! After we've had about 2-3 business days to get your order ready and shipped, you'll receive an email notification. This email will include your tracking details and a direct link, making it super easy for you to follow your package as it makes its way to you!

Thinking about making a return? We're here to help! Please reach out to us beforehand and let us know about the issue so we can guide you through the process. You have a generous 60 days from when you received your order to make a return.

Regarding return shipping:

• Should your item arrive damaged due to a manufacturing issue or something that happened during shipping, we'll cover the cost of returning it to us.
• However, if you decide you simply don't want the product anymore, you'll be responsible for the return shipping costs. We'll make sure to give you the right return address!

Just so you know, we never charge a restocking fee, which is pretty neat!

We'll process your refund as soon as we receive and check the returned item. Please be aware that it might take up to 15 business days for the funds to show up in your bank account after we've issued the refund.

Just a helpful tip: It's really best not to contact PayPal or your bank to cancel your order or raise a dispute. When a dispute is opened, it can sometimes cause your funds to be held for up to 45 days. If you're having any problems with your order at all, please get in touch with us first! We're always happy to work with you to find the best solution.

Hey there! If you need to make any tweaks to your order details or shipping address, you've got a 4-hour window right after you place your order to do so. Just shoot us an email at support@steptosportuk.com, and we'll help you out! After those 4 hours, your order heads into production, and unfortunately, we won't be able to make any more changes or cancel it.

The total time from placing your order to having the package arrive at your doorstep is currently estimated to be within 8 - 11 business days. For modification orders, the handling time time is expanded 2-3 business days.

• Many of my orders are usually delivered within 3 weeks.

  We want to clarify that our shipping times are longer due to a necessary quality check for high-value personalized products and the use of a transit warehouse to ensure secure delivery.

  Our commitment to quality is why we take these extra steps. We are actively working to reduce shipping times while maintaining our high standards.

  Thank you for your understanding and trust in us.

• Check all potential delivery locations at your address like around your property, mailroom,… Or check with everyone in the household. Someone else may have received or retrieved the package.
• Allow an extra business day for the package to arrive: The reason may be shipping carrier need to push a certain number of deliveries a day and to save on time, they may prematurely mark the delivery as complete.
• Contact your local post office for further information.

Alright, so if we can't deliver your items for any reason, they'll be sent back to the return address you gave us.

Now, just so you know why things sometimes have to go back, it's usually because:

• The address is a bit off or doesn't actually exist, you see.
• The person who was meant to get it has moved on and hasn't told us where to forward it.
• They've decided they don't want the item, which is fair enough.
• Or, unfortunately, the package might have gotten a bit battered on its journey.

Also, if you're having any bother with your order at all, do pop us an email, and we'll get back to you as quick as a flash!