Refund policy
Return & Refund Policy
At Terrastep, we are committed to providing quality footwear and a reliable shopping experience. Please review this Return & Refund Policy before completing your purchase.
30-Day Return Policy
We accept eligible return requests within 30 days of the delivery date.
To qualify for a return, the item must:
- Be unworn, unused, and in its original condition.
- Show no visible signs of wear, dirt, damage, odor, washing, or alteration.
- Be returned in the original shoe box or product packaging.
- Include all original tags, accessories, inserts, and documentation.
- Be accompanied by valid proof of purchase.
Shoes should only be tried on indoors on a clean surface.
The original shoe box is considered part of the product and must not be used as the shipping container. Please place it inside suitable protective packaging before returning it.
Terrastep reserves the right to reject returns that do not meet these requirements.
Non-Returnable Items
The following items are not eligible for return:
- Footwear that has been worn outdoors.
- Items showing dirt, sole wear, creasing, odor, washing, damage, or alteration.
- Products without their original packaging or tags.
- Customized or personalized products.
- Gift cards.
- Final-sale or clearance items marked as non-returnable.
- Items returned after the applicable return period.
- Personal-use items that cannot be returned for hygiene reasons where applicable.
Damaged, Defective, or Incorrect Orders
Please inspect your order as soon as it arrives.
If your product is damaged, defective, incomplete, or different from what you ordered, contact Terrastep within 7 days of delivery.
Please include:
- Your order number.
- A description of the problem.
- Clear photographs of the product.
- Photographs of the shipping package and label.
- Photographs showing any damage or defect.
After reviewing your request, Terrastep may provide a replacement, exchange, refund, or another appropriate resolution.
Please do not return a damaged or incorrect item before receiving return instructions from us.
Return Authorization
Customers must contact Terrastep before returning an item.
Returns sent without prior approval or to an unauthorized address may be rejected or delayed.
Return instructions will be provided after your request has been reviewed.
Refund Process
Once the returned item has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method.
Please allow approximately 5–10 business days for the refund to appear after it has been processed. Processing times may vary depending on your bank, card issuer, or payment provider.
Original shipping fees are non-refundable unless:
- The item was defective.
- The item was damaged before delivery.
- Terrastep sent the wrong product.
- Applicable law requires otherwise.
Exchanges
Exchanges are subject to product, size, and color availability.
To request an exchange, contact our customer support team before returning the product.
Where a direct exchange is unavailable, customers may be asked to return the original item for a refund and place a new order.
Return Shipping
Terrastep will cover approved return shipping costs when the return results from:
- A defective product.
- A damaged product.
- An incorrect item sent by Terrastep.
For all other approved returns, the customer is responsible for return shipping expenses.
We recommend using a trackable shipping service. Terrastep is not responsible for return packages that are lost, delayed, or damaged before reaching our return facility.
Order Cancellation
Orders may be cancelled before they enter processing or shipment.
Once an order has been processed, packed, or shipped, cancellation cannot be guaranteed. The order may need to be returned under this Return & Refund Policy after delivery.
Refused or Undeliverable Orders
Orders returned because of an incorrect address, delivery refusal, failed delivery attempts, or failure to collect the package may be subject to:
- Return shipping charges.
- Reshipping fees.
- Carrier fees.
- Handling costs.
These costs may be deducted from any eligible refund.
Contact Us
For return, exchange, or refund assistance, contact Terrastep customer support and include your order number.
Thank you for choosing Terrastep.