Return and Exchange

Our Return Policy

  1. BoldStep.Store offers a 30-day return policy (from the date of receipt). We do not offer free returns at this time, and customers are responsible for all return shipping costs.

  2. Return Warehouse Address
    Please send your approved return parcel to our designated returns facility:

    - Recipient / Department: BoldStep Returns Department
    - Address Line: No. 2046, South Section of Tianfu Avenue, Shuangliu District
    - City, Province, Postal Code: Chengdu, Sichuan Province, 610200
    - Country: China
    - Contact Email: support@boldstep.store

    *Note: Please make sure to contact us at support@boldstep.store before shipping any items back. Packages returned without prior confirmation or an order number slip inside may not be processed.*

  3. In applicable situations, we reserve the right to request pictures to verify any claimed damage, manufacturer defect, or wrong item sent.

  4. We are not responsible for return shipping costs if the package is returned to our facility due to multiple failed delivery attempts by the shipping carrier or if the customer refuses to accept the package.

  5. We will be fully responsible for direct manufacturer product defects or if a wrong product was mailed to the customer; the return shipping cost will be reimbursed.

  6. Customized shoes cannot be returned because they are uniquely designed and cannot be resold. However, your satisfaction is our top priority. If the shoes do not meet your expectations, we will remake them according to your specifications until you are completely satisfied.

  7. Items must be returned with the original packaging and in original condition. Any items returned to us without the original packaging and/or in bad condition will be refused and returned to the sender. We do not accept items that have been worn or used. Any indications on the product that show signs of usage (e.g., perfume smell, deodorant marks, dirtied soles) will be refused and sent back to the sender. No exceptions will be made.

Return Procedure

  1. Before returning the package to us for any reason, please email your request to support@boldstep.store. In the email, please include:

    • Order number

    • Items you are requesting to return

    • Reason for return

  2. When your return request has been approved, please write your order number on a piece of white paper and put it inside the shipping package.

  3. Please retain a receipt/proof of postage from your local post office and email the tracking number to us.

Return Disclaimer

All returned items will be inspected accordingly upon receipt. Any items that do not meet our return requirements may be refused and returned to the sender. Our return department will have sole discretion and final decision on returns.

International Orders Outside the United States

We do not provide or cover destination country tax and duty charges, if any. Please check any restrictions, duties, taxes, and any other fees collected by your country before you place the order. BoldStep.Store will NOT be responsible for any customs tax/duties, costs, or fees. To ensure the proper delivery of your package, please make sure to enter the correct recipient’s full name and shipping address. We will not be responsible if delivery cannot be made due to incorrect shipping information.

If any of the following occurs:

  1. The customer refuses to accept the package.

  2. No attempt is made in the country of destination to deliver the package.

  3. There is no transit or delivery update.

BoldStep.Store reserves the right to abandon the package(s) and WILL NOT BE RESPONSIBLE for any refund or compensation. In cases of errors or delays caused by the shipping carrier, we will help to resolve the dispute to the best of our ability, but we will not be held responsible or liable for any delays or losses caused by the shipping carrier. If a package is returned to us by the shipping carrier, we will follow our return policy accordingly (see Return Policy above).

Frequently Asked Questions

What can I do if I change my mind about the purchase?

If you have placed an order but then wish to change or cancel it, please contact us as soon as you can. We will need to check the status of your order to see if this is possible, as it might already be on its way. Please contact us with your order number, and we will try our best to make any changes, but unfortunately we cannot make any guarantees, as the order may already have been processed. In such cases, you may have to wait until you receive the order and then follow the normal returns procedure.

Provided the goods you return are in the same condition in which they were delivered to you, you will have to pay the costs of sending the order back to us unless the return is a result of an error on our side.

How do I exchange an item?

  1. Email your request to support@boldstep.store. In the email, please include:

    • Order number

    • Items requesting to be exchanged

    • Reason for exchange

  2. When your exchange request has been approved, please write your order number on a piece of white paper and put it inside the shipping package.

  3. Please retain a receipt/proof of postage from your local post office and email the tracking number to us.

How long will my refund take to process?

Within 3 working days from the date of receipt of the returned parcel.

How are my refunds credited?

All refunds will be credited to your original form of payment.

Can I return more than one order in a parcel?

Certainly, but please ensure that the correct paperwork for each order is enclosed in your returns parcel. It would be really helpful if each order can be separated so that it is clear which items belong to which order.

How do I track my return?

When returning your parcel, make sure you get a receipt and code for tracking your parcel online (via the carrier’s website). We will email you as soon as your return has been processed. Please allow up to 14 days from the date of posting.