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SHIPPING COSTS
In SBS, shipping costs vary by location. Below you will find prices and delivery times by zone:
- Iberian Peninsula (includes Portugal): Free for purchases over € 35. For smaller purchases the cost is € 3.90.
- Balearic Islands: Free for purchases over € 100. For smaller purchases the cost is € 4.90
- Canary Islands, Ceuta and Melilla: The shipping cost is € 9.90. * Does not include customs fees or extraordinary taxes.
- European Union: The cost of shipping to any EU country is € 11.90.
- European countries outside the EU: The shipping cost is € 17.90. * Does not include customs fees or extraordinary taxes.
- Rest of the world: Shipping costs to the rest of the world are calculated during the payment process.
The transport of articles from www.stepbystore.com is carried out through the MRW and GLS transport companies in the case of national orders and Portugal, Correos para Canarias, Ceuta and Melilla, in the case of international orders the transport companies in charge are DHL Parcel and GLS for Europe and DHL Express for the rest of the world. In no case will Step by Store be responsible for customs fees or extraordinary taxes.
DELIVERY TIME
Delivery times vary by location. Also during Black Friday and the Christmas campaign shipments can be delayed up to 72 hours more than normal.
In neither case are weekends or holidays included. Our warehouse is in Barcelona so there are holidays in Catalonia in which we are closed and no shipments are made.
- Iberian Peninsula (includes Portugal): Between 24 and 48 working hours.
- Balearic Islands: 72 working hours.
- Canary Islands, Ceuta and Melilla: from 3 to 7 working days. It may take longer if it is retained in Customs.
- European Union: from 3 to 7 working days.
- European countries outside the EU: 3 to 7 business days. It may take longer if it is retained in Customs.
- Rest of the world: Between 5 and 15 working days. It may take longer if it is retained in Customs.
SIZE CHANGES
Size changes are free for the Iberian Peninsula and purchases over € 35. The deadline to request a change is 15 calendar days from the receipt of the product to your home. If the term is exceeded, the change will not be accepted. At Christmas the term extends up to 45 calendar days.
To request a size change the procedure is very simple. You just have to send an email to info@stepbystore.com attaching a photo of the form that comes in the box next to the shoes filled and in a maximum of 24 working hours they will have answered explaining the process. If you are from the Iberian Peninsula A messenger will take your new shoes where you indicate and will pick up those that do not go well for free if your purchase exceeds € 35. Otherwise, you will be charged € 5, which you must pay to the courier in cash.
We will only accept one free exchange or return per order. The postage of the second change, both outbound and in return will be borne by the customer. There will be no possibility of making a change in a specific time slot, the service is from 9 in the morning to 19h in the afternoon.
For the Canary Islands, Balearic Islands, Ceuta and Melilla and International to proceed to a change it will be necessary to make the return (covering the shipping costs) and then make a new purchase with the desired size. It is essential to request it by email.
RETURNS
Returns are free for the Iberian Peninsula and purchases over € 35. The deadline to request a return is 15 calendar days from the receipt of the product to your home. If the term is exceeded, the change will not be accepted. At Christmas the term extends up to 45 calendar days.
To request a return the procedure is very simple. You just have to send an email to info@stepbystore.com attaching a photo of the form that comes in the box next to the shoes filled and in a maximum of 24 working hours they will have answered explaining the process. If you are from the Iberian Peninsula, a courier will come to search your home for the package if your purchase is over € 35. Otherwise, you must send the package on your own covering the shipping costs to the address that we indicate in the email.
For the Canary Islands, Balearic Islands, Ceuta and Melilla and International you must send the package on your own covering the shipping costs to the address that we indicate in the email.
We will not accept packages due postage or packages that do not have their corresponding return processed by email. We will only accept items that have not been used and in their original box. Items in poor condition, used or without their corresponding original packaging will not be accepted.
MONEY REFUND AFTER THE RETURN
Once the product arrives at our offices we will verify that everything is correct and you will be refunded the money in the same payment method that you used for the purchase.
The refund process has a period of 1 to 15 working days from the moment the package is collected. It is possible that the process of returning orders with Paypal takes a little longer.
DEFECTIVE PRODUCTS
If any item has a tare you must send an email to info@stepbystore.com to notify the problem. After checking the problem, the product will be replaced. If the defective product cannot be replaced, the package will be picked up at home. Once arrived at our offices, the defect will be verified and the money will be refunded.
PROMOTIONS
During promotions of 2x1, 3x2 or 2nd product at 50% we reserve our right to cancel all orders that do not meet the requirements of such promotion. The minimum amount to use 2x1 is € 50 and is not applicable to products in the bargain section. To use the promotion it is important to add the products to the cart that meet the above requirements and then apply the discount code.
Only changes in size and returns of orders made using these promotions will be accepted, and in no case will changes be accepted for other products. On returns all products, the principal and the gift must be returned.
During the promotion of the Roulette of fortune "Spin & Win" only one discount code can be applied per order. We reserve the right to cancel any order that does not meet this requirement.
2020 PUBLIC HOLIDAYS CALENDAR
On the following dates no shipments will be made and the offices will remain closed in accordance with the work calendar of the Government of Catalonia:
January 1 (New Year); March 19 (San José); April 19 (Good Friday); April 22 (Easter Monday); May 1 (Labor Party); June 24 (San Juan); July 9th; August 15 (Assumption of the Virgin); September 11 (Diada); October 12 (National Holiday); November 1 (All Saints Day); December 6 (Constitution Day); 25th December, Christmas); December 26 (San Esteban).
GIVEAWAYS
Only one change of size will be accepted in the product giveaways. Model changes will not be accepted once the shipment or a second size change has been made.
PRE-ORDER
If you have purchased a pre-order product along with other available items (which are not in pre-order), the entire order will be sent within the timeframe indicated on the pre-order product product page. Items cannot be sent separately.