Refund policy

At EAE STEP, we want you to be satisfied with your purchase. This policy explains our return, exchange, and refund procedures for eligible orders delivered within the United States.

Return Window

You may request a return or exchange within 30 days of the delivery date.

Requests submitted after 30 days may not be accepted.

Return Eligibility

We accept returns for both defective and non-defective products, including:

  • Damaged or defective products

  • Incorrect products

  • Incorrect sizes or colors

  • Products that do not fit

  • Change-of-mind returns

To qualify, the product must be:

  • Unworn and unused

  • Unwashed and unaltered

  • Free from stains, odors, dirt, or damage

  • Returned with all original tags, accessories, and packaging

  • In new and resalable condition

Shoes must include the original shoe box. Do not place labels, tape, or writing directly on the shoe box.

How to Request a Return

Before returning a product, contact us at:

Email: info@eaesop.com

Please include:

  • Your name

  • Order number

  • Email address used at checkout

  • Product name

  • Reason for the return

  • Photos if the product is damaged, defective, or incorrect

We will provide the return instructions and authorized return address.

Do not send a product back before receiving approval.

Return Method and Cost

Approved returns must be sent by mail.

Customers are responsible for purchasing and paying for the return shipping label.

We recommend using a trackable shipping service and keeping the receipt and tracking number.

EAE STEP is not responsible for packages returned without authorization, sent to the wrong address, or lost during return shipping.

Restocking Fee

We do not charge a restocking fee for eligible returns.

Exchanges

We accept exchanges within 30 days of delivery, subject to product availability.

You may request an exchange for a different size, color, or replacement product.

The returned product must meet all eligibility requirements. Customers are responsible for return shipping costs.

If the requested replacement is unavailable, we may issue a refund instead.

Damaged, Defective, or Incorrect Products

Please inspect your order after delivery.

If you receive a damaged, defective, or incorrect product, contact us within 30 days and provide your order number and clear photos of the product, packaging, and shipping label.

Please keep the product and original packaging until your request has been reviewed.

Non-Returnable Products

We may not accept:

  • Worn, washed, used, or altered products

  • Products damaged after delivery

  • Products missing original tags or packaging

  • Products returned after 30 days

  • Unauthorized returns

  • Products marked final sale or non-returnable before purchase

  • Personalized products, where applicable

  • Gift cards, where applicable

Return Inspection

Returned products will be inspected after delivery to the authorized return location.

We will notify you by email whether the return has been approved or rejected.

Refunds

Approved refunds will be processed within 7 days after the returned product has been received, inspected, and approved.

Refunds will normally be issued to the original payment method.

The refund generally covers the eligible product price. Original shipping fees and return shipping costs are non-refundable unless otherwise required by law.

Your bank or payment provider may require additional time to post the refund to your account.

Order Cancellations

Contact us as soon as possible if you need to cancel an order.

We cannot guarantee cancellation after an order has entered processing or shipment.

Orders that have already shipped must be returned according to this policy.

Refused or Undeliverable Packages

Customers are responsible for providing a complete and accurate shipping address.

Shipping fees, return-to-sender charges, or redelivery costs caused by an incorrect address, refused delivery, or failure to collect a package may be deducted from the refund where permitted.

Contact EAE STEP

Business Name: EAE STEP

Email: info@eaesop.com

Phone: +1 332-245-8169

Business Address: 2381 Zanker Rd, San Jose, CA 95131, United States

Please contact us before returning any product. Do not mail returns to the business address unless we specifically provide written instructions to do so.