Refund policy
RETURNS & REFUNDS POLICY
Last updated: 11 October 2026
At Atsteps, customer satisfaction is important to us. We aim to provide a straightforward and transparent returns and refunds process.
This policy explains how to request a return, exchange, cancellation, or refund.
1. 30-DAY RETURN POLICY
Atsteps offers a 30-day return policy for eligible purchases.
You may request a return within 30 days of receiving your order.
To qualify for a return under our voluntary returns policy, your item must:
• Be unworn and unused.
• Be in its original condition.
• Include its original packaging and accessories, where applicable.
• Be accompanied by proof of purchase or your order number.
Our 30-day return policy is additional to your statutory consumer rights and does not limit them.
2. HOW TO REQUEST A RETURN
To initiate a return, please contact our customer support team.
Email: contact@atsteps.com
Please include:
• Your order number.
• The product you wish to return.
• The reason for your return.
• Photographs of the product, if relevant.
Our support team will review your request and provide the appropriate return instructions.
Please do not send products to our registered business address unless specifically instructed.
3. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible.
We recommend including photographs of the issue to help us investigate your request.
Depending on the circumstances and applicable consumer laws, we may provide:
• A replacement product.
• An exchange.
• A repair, where appropriate.
• A partial or full refund.
Your statutory rights relating to faulty, defective, or incorrectly supplied goods remain unaffected.
4. EXCHANGES
If you ordered the wrong size or would prefer another available product, please contact our customer support team.
Exchanges are subject to product availability.
If your requested size or product is unavailable, we may offer a return and refund so that you can place a new order.
5. RETURN SHIPPING COSTS
For voluntary returns, including requests involving a change of mind or an incorrect size selected by the customer, the customer may be responsible for return shipping costs, subject to applicable law and the information provided before purchase.
If you receive a faulty, damaged, or incorrect item, Atsteps will cover reasonable return shipping costs where required by applicable consumer protection laws.
We recommend using a tracked shipping service when returning products.
6. REFUND PROCESSING
Once we receive and inspect your eligible return, we will notify you of the refund decision.
Approved refunds will be issued to the original payment method unless otherwise agreed or required by law.
After processing, refunds typically take 5–10 business days to appear in your account, depending on your bank or payment provider.
Where statutory refund deadlines apply, we will comply with those deadlines.
7. STATUTORY RIGHT OF WITHDRAWAL
Customers in the European Union and other applicable jurisdictions may have statutory rights to cancel online purchases.
For eligible distance purchases in the European Union, consumers generally have 14 days after receiving the goods to notify the seller of their decision to withdraw from the contract without providing a reason.
After notifying the seller, consumers generally have a further 14 days to return the goods.
Where these rights apply:
• Customers may exercise their statutory withdrawal rights by contacting contact@atsteps.com.
• Refunds will be processed within the timeframe required by law.
• Reimbursement may be withheld until the returned goods or evidence of their return has been received, where legally permitted.
• Any legally required reimbursement of standard outbound delivery costs will be included.
• Deductions for diminished value will apply only where permitted by law.
Our voluntary 30-day returns policy does not replace or restrict statutory withdrawal rights.
8. ORDER CANCELLATIONS
If you wish to cancel or modify your order, please contact us as soon as possible.
Email: contact@atsteps.com
We will attempt to accommodate cancellation requests before the order has been dispatched.
If your order has already been shipped, you may need to follow the applicable returns procedure.
Your statutory cancellation rights remain unaffected.
9. NON-RETURNABLE ITEMS AND EXCEPTIONS
Certain items may be excluded from our voluntary returns policy, subject to applicable law.
These may include:
• Products that have been worn or used beyond what is necessary for inspection.
• Products damaged after delivery due to customer misuse.
• Items that have been altered or customized specifically for the customer, where an applicable legal exception permits exclusion.
• Items that do not meet the conditions of our voluntary returns policy.
These exclusions do not affect mandatory statutory rights, including rights relating to faulty or incorrectly described products.
10. LOST OR MISSING PACKAGES
If your order has not arrived within the expected delivery timeframe, please contact us.
We will investigate the shipment with the shipping provider.
If your package is confirmed lost, we will offer an appropriate resolution, including a replacement or refund where required by applicable law.
11. INCORRECT DELIVERY INFORMATION
Customers should ensure that their shipping information is accurate before completing an order.
If you notice an error in your delivery address, please contact us immediately.
We will attempt to correct the address before dispatch whenever possible.
Nothing in this section excludes or limits any statutory rights or responsibilities relating to delivery.
12. CONTACT INFORMATION
For returns, exchanges, cancellations, or refund inquiries, please contact:
Store Name: Atsteps
Company Name: ACRE SHOES LTD.
Company Registration Number: 12829857
Registered Address:
5 Turnpin Lane
London, England
SE10 9JA
United Kingdom
Email: contact@atsteps.com
Website: https://atsteps.com
We aim to respond to customer inquiries as promptly as reasonably possible.