Question 1

What are the delivery times?

Accepted Answer

Delivery in metropolitan France takes 3 to 5 business days. For European deliveries, allow 5 to 10 business days.

Question 2

Is shipping free?

Accepted Answer

Shipping is free in metropolitan France for all orders over 150 EUR. For Europe, shipping is free from 150 EUR.

Question 3

How can I track my order?

Accepted Answer

A tracking number is sent to you by email as soon as your order is shipped. All our deliveries are tracked.

Question 4

How long do I have to return a product?

Accepted Answer

You have 14 days from receipt of your order to make a return, in accordance with the European Union's right of withdrawal.

Question 5

What are the return conditions?

Accepted Answer

The product must be unworn, in its original packaging and with all tags. Worn or damaged products will not be accepted.

Question 6

When will I be refunded?

Accepted Answer

The refund is processed within 5 to 10 business days after receipt and verification of the return. The amount is credited to the payment method used for the order.

Question 7

How do I choose my size?

Accepted Answer

Check our size guide available on the dedicated page. You will find EU, US, UK correspondences and measurements in centimeters.

Question 8

I'm between two sizes, what should I do?

Accepted Answer

If you hesitate between two sizes, we recommend going with the larger one for optimal comfort.

Question 9

Do Stepfwrd slides run big or small?

Accepted Answer

Stepfwrd slides are true to size. Refer to our size guide to find your exact size.

Question 10

What payment methods do you accept?

Accepted Answer

We accept Visa and Mastercard credit cards, PayPal, Apple Pay and 3x interest-free payment via Klarna.

Question 11

Is payment secure?

Accepted Answer

Yes, all transactions are secured with SSL encryption. Your payment information is never stored on our servers.

Question 12

How does the 3x payment work?

Accepted Answer

The 3x interest-free payment is available via Klarna. The total amount of your order is divided into 3 equal installments, debited monthly. No additional fees are charged.

Question 13

Do I need to create an account to order?

Accepted Answer

Creating an account is recommended to track your orders, manage returns and access your purchase history. However, it is not required to place an order.

Question 14

I forgot my password, what should I do?

Accepted Answer

Click on "Forgot password" on the login page. A reset email will be sent to the address associated with your account.

Question 15

How do I delete my account?

Accepted Answer

To delete your account, contact us via the contact form or by email at contact@stepfwrd.com. Your request will be processed as soon as possible in accordance with GDPR regulations.

Frequently asked questions

Shipping

Returns

Sizes

Payment

Account