Frequently Asked Questions
Ordering & Payment
How do I place an order?
Select the product and size or variant you require, add it to your cart, and proceed to checkout. Follow the on-screen steps to enter your delivery address and choose a payment method. You will receive an order confirmation by email once your order has been placed successfully.
What payment methods are accepted?
We accept Visa, Mastercard, American Express, Maestro, Apple Pay and Google Pay. All transactions are processed over a secure SSL-encrypted connection. For full details, see our Payment Options page.
Is it safe to pay on this website?
Yes. All payments are processed through a secure, encrypted connection. We do not store your card details. For more information on how your data is handled, please read our Privacy Policy.
Can I change or cancel my order?
Orders can be cancelled within 3 hours of being placed, provided they have not yet been packed. To request a cancellation, contact us immediately via our Contact page. Once an order has been packed or dispatched, it can no longer be cancelled — you may then use our return process instead.
Shipping & Delivery
How much does shipping cost?
Shipping is free on all orders, to every destination we deliver to. There are no minimum order requirements.
How long does delivery take?
Orders placed before 17:00 (GMT+1) are processed within 1–3 business days. Delivery typically takes 5–9 business days after dispatch. For full details, please refer to our Shipping Policy.
Which countries do you ship to?
We ship to the United Kingdom and to the other countries that can be selected at checkout. If your address cannot be selected at checkout, we are currently unable to deliver to that location.
How do I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email. You can follow the status of your delivery at any time on our order tracking page.
Returns & Refunds
What is your return policy?
You may return items within 30 days of delivery, provided they are unused and in their original packaging. Please contact us before sending anything back — returns that have not been approved in advance will not be accepted. For full conditions, see our Return Policy.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer. We require that returns are sent using a traceable shipping method. We are not responsible for items lost in transit on the way back to us.
How long does a refund take?
Once we have received and inspected the returned item, refunds are processed within 14 days. The refund will be issued to the original payment method.
Can I exchange a product?
We do not offer direct exchanges. If you require a different size or product, please return the original item following our return process and place a new order. See our Return Policy for details.
What if I receive a defective or incorrect item?
If you receive a defective or incorrect item, please contact us within a reasonable time of receiving your order. Include a photo of the issue in your message. We will arrange a free replacement at no additional cost to you. Reach us via our Contact page.
Support & Contact
How can I contact customer support?
You can reach us by email at support@softstepwear.com or via our Contact page. Our service hours are Monday–Friday 09:00–18:00 and Saturday–Sunday 10:00–17:00 (GMT+1). We respond to all enquiries within 24 business hours.
I have not received a response. What should I do?
If you have not received a reply within 24 business hours, please check your spam or junk folder. If you still cannot find our response, feel free to send your message again via our Contact page.
Privacy & Data
What data do you collect and how is it used?
We collect personal data necessary to process your order and provide customer support. For a full overview of what data we collect, how it is used, and your rights, please read our Privacy Policy.
How do you use cookies?
We use functional, analytical and marketing cookies to operate the website and improve your experience. You can manage or disable cookies at any time. For details, see our Cookie Policy.
Can I request that my data not be sold?
Yes. You can submit a request via our Do Not Sell My Information page. We will process your request in accordance with applicable data protection regulations, including CCPA.
Email: support@softstepwear.com
Address: Kroonwerk 32, 3862 NB Nijkerk, the Netherlands
Service hours: Mon–Fri 09:00–18:00 | Sat–Sun 10:00–17:00 (GMT+1)
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