Refund policy

Return Policy

At Zura Step, we want you to be completely satisfied with your footwear fit and arch support comfort. If an item does not suit your foot dimensions or walking style, we offer a comprehensive return window. Due to footwear sanitary standards and outsole preservation requirements, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted.

2. Return Eligibility and Conditions

To qualify for a valid return and subsequent refund, your items must strictly adhere to the following criteria:

  • The walking shoes, orthopedic sneakers, recovery slides, or insoles must be completely unworn outdoors, unwashed, and in their original, brand-new condition.
  • Try-On Guidelines & Outsole Integrity: Shoes must only be tried on indoors on clean, carpeted surfaces. Outsoles must show zero outdoor dirt, gravel indentations, heel scuffs, or tread wear.
  • All original packaging, shoe boxes, structural cardboard inserts, attached brand tags, and extra insole pairs must remain fully intact and included in the return parcel.
  • Items showing signs of street walking, foot sweat odors, trimmed/cut insoles, creased uppers, or crushed shoe boxes will be strictly rejected during our quality inspection.

3. Return Shipping Costs

The customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Due to the bulk of shoe boxes, we recommend using a trackable shipping service and placing the shoe box inside a protective outer shipping bag or box, as Zura Step cannot guarantee receipt of returned items without tracking proof.

4. How to Initiate a Return

  1. Contact our customer support team at support@zurastep.store within 30 days of delivery. Please include your order number, shoe size, item details, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address and specialized packaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate office address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a shoe size, width, or delivery address), contact us immediately at support@zurastep.store.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to wait for delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated facility, our footwear inspection team will examine the pair to verify compliance with our return conditions (pristine outsoles, clean footbeds, intact original shoe box, attached tags). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@zurastep.store for further assistance.