Refund Policy

Effective Immediately

This Refund Policy applies immediately to purchases made through the Willow Step website.

We recommend reviewing product details and selecting the appropriate size and style before completing your order.

Return Requests

Customers may request a return within 30 days of receiving their order.

To start a return request, please contact our support team with your order details and the reason for your request.

Items should be returned in their original condition, unused and with any original packaging where possible.

Return Conditions

To ensure a smooth return process, returned items should meet the following conditions:

• The item has not been worn or used.
• The item remains in its original condition.
• The product is returned with original packaging where available.
• The return request is submitted within the applicable return period.

Items That Cannot Be Returned

Some items may not be accepted for return if they have been used, damaged after delivery, or are returned in a condition that prevents them from being resold.

We recommend checking footwear fit and product details carefully before wearing items outdoors.

Damaged Or Incorrect Items

If you receive an item that is damaged or different from your order, please contact us within 7 days of delivery.

Please include your order details and relevant information so we can review your request and provide assistance.

Refund Processing

Once your returned item has been received and checked, we will confirm the outcome of your refund request.

Approved refunds are processed within 3–5 business days after confirmation.

After processing, the refund amount may take an additional 3–7 business days to appear in your account, depending on your payment provider and account settings.

Return Delivery Costs

Customers are responsible for return delivery costs unless the item received was incorrect or arrived damaged.

We recommend using a delivery service with tracking when returning items.

Order Changes And Cancellations

If you need to make changes to your order, please contact us as soon as possible.

Requests received before order preparation begins may be reviewed where possible. Once an order has been prepared for delivery, changes may no longer be available.