At Stepwise Sales Store, we want you to be completely satisfied with your island-inspired footwear and apparel. If for any reason you’re not happy with your purchase, we offer a straightforward returns and exchanges process.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in their original condition, and in the original packaging
  • All tags must be attached
  • Footwear must show no signs of wear

Non-Returnable Items: For hygiene reasons, we cannot accept returns on sandals or slip-on shoes that show any signs of wear. All other products in our collections (Apparel & Accessories, Big Kids, Dress-casual, Kids, Little Kids, Mens, Sneakers, Wally, Wendy, and Women) are eligible for returns when conditions are met.

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact our customer service team at [email protected] within 15 days of receiving your order. Use the email template below to ensure we have all necessary information.
  2. Wait for approval – We’ll respond within 2 business days with return instructions and an RMA number.
  3. Package your return – Securely pack the item(s) in the original packaging with all tags attached.
  4. Ship your return – Send the package to our return center at the address provided in your approval email. We recommend using a trackable shipping service as you’re responsible for return shipping costs.

Return Email Template

To expedite your return request, please include the following information:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Stepwise Customer Service, I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Below are the details: – Item Name: – Size/Color: – Reason for Return/Exchange: – Preferred Resolution: (Refund/Exchange for [specific item if exchanging]) Please let me know the next steps. Best regards, [Your Full Name] [Your Email Address] [Your Order Date]

Refund Process

Once we receive and inspect your return:

  • Refunds will be processed within 5-7 business days of receiving your return
  • Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping fees are non-refundable unless the return is due to our error
  • For exchanges, we’ll ship your new item once we process your return

Note: Depending on your financial institution, it may take additional time for the refund to appear on your statement.

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Include photos of the damage or defect
  • We’ll arrange for a replacement or refund and cover all associated shipping costs

International Returns

For customers outside the United States:

  • You’re responsible for any customs fees, duties, or taxes associated with your return
  • We recommend declaring the package as “Returned Goods” to potentially reduce fees
  • Refunds will be issued in USD and may be subject to exchange rate fluctuations

Return Address:
Stepwise Returns Center
70 East Terrace
South Burlington, VT 05403
United States

If you have any questions about our returns policy, don’t hesitate to contact our friendly customer service team at [email protected].