Frequently Ask Questions
Q: Why This is a right online shopping portal for me?
A: All our collections ate 100% Original & Fresh. All designs are as listed, and all model photo shoots done using real product. A strong team of professional fashion designers always ready to check, reconfirm your orders and if any issues related to fabric and non-availability of dress they inform and refund your money immediately it does not matter where you from.
Q: I am a Business customer is this the right company for me to place the bulk order?
A: Yes, we are the leading domestic & international supplier to business houses, resellers, boutiques including supplies to volume supply to cater requirements for stage performance, Dance shows, Bridal & wedding requirements. The discount will be based on volume. We provide e2e customization for business customers including shipping and logistic services worldwide.
Please contact us on +91 8588818719 / email – [email protected]
Q: How the company restrict fraudulent activity?
A: We keep all the original pics, shipment pics before shipping to our customers to avoid issues related to different product received and item mismatched.
Q: Who pays for the return shipping?
A: For all validated genuine returns related to product defect or product mismatch or missing products stepnshop will pay for the return shipping level within India as per the company terms and conditions. In few cases stepnshop ask the customer to pay for the return shipment and send the bill and stepnshop will credit the amount as agreed before sending the shipment.
For all International return shipment cost will be paid by the customer and stepnshop will credit the amount upon receiving the product in same condition as store credit. The customer can use these credit points within next 6 months against their purchase. No refund possible for items on offers/sale/custom to measure dresses. No refund possible when it was purchased by the business partner in business price option.
Q: Who pays for the custom duty & taxes?
A: The buyer is responsible to pay for all custom duty and taxes as applicable by their respective government in India and International countries. Stepnshop is not responsible for any such cost incurred as we have no control on it.
Q: What happen if I don’t receive the orders from the logistic partners after shipped?
A: Please note you are responsible to receive your orders and keep track on the shipments. In case there is a delay, or you are not available you need to contact the customer care team of the logistic partners and inform them with your availability. Stepnshop is not responsible for this and in case the shipment comeback without delivery we have the right to deduct the money of the shipping charges and 30% of the product cost as our business loss
Q: Can I return the ready to wear &custom-made dresses?
A: No, as it was made as per your body measurements and can not be sold to others. Please ensure you take the correct measurements from your body or a dress you have and send back to us with your notes. Please discuss with our team if you want to make any changes or have questions. Please consider all our formal e-mails as valid approval.
Q: Do you offer combined shipping & bulk shipment order processing?
A: Yes, we do. You also have the option to select your own logistic partners for bulk order above 100 Kgs. Cancellations before Dispatch
Q: Can I cancel my order after ordering?
A: Yes, you can choose to cancel all Non-Ready to Ship products, only if done within 24 hours of placing it. We will initiate 100% refund of your money and a confirmation of the same will be sent to you via e-mail.
Q: If I cancel after 24 hours & before 48 hrs. of ordering?
A: orders cancelled post 24hours &before 48 hrs. of confirmation are dealt with on a case-to-case basis by our Customer Care team depending on the degree of process completion.
We provide the refund for all such orders in the form of a Store Credit only. This Store Credit is redeemable on our Website within 90 days. It takes a maximum of 2 business days, post the receipt ofyour cancellation request.
Q: If I cancel after 48 hours & before 72 hrs. of ordering?
A: 1) we will deduct 20%(Twenty) of the order value and refund rest of the amount if you don’t want to buy fromus anything in next 30 days. If you buy from us within 30 days, you can use the fullamount you paid initially.
Q: And what if I cancel after 72 hrs. of ordering?
A: 1) We will deduct 25% of the fees and refund you the rest. You cannot adjust against any shopping credit against the 25% we deducted. This will be a complete loss of money for you. In order to ensure and take care of our customer, we get a reconfirmation & follow up done by our executives within 24 hrs. after you place the order.
Q: Could there be a delay at stepnshop because of unforeseen circumstances?
A: We try our best to assure that your ordered products are shipped out to you in thepromised time, but at times there are chances of delay in processing due tounavailability of stock, or other unavoidable circumstances. In such a situation, we willsend you a formal communication requesting you to :
1) Accept a Store Credit of equivalent value which you may use to purchase an
2) Opt to receive a refund of your money without any deduction
3) Our Team of Fashion experts likes to process each, and every order placed by you. However, in some situation we may run out of Inventory, face Quality Issues or Size fitment.
Q: But if I am unable to find an alternative Dress?
A: In such cases we ensure that a complete refund (inclusive of the product cost and shipping charges) is initiated at the earliest sans any deductions.
Q: I missed adding a critical detail while placing the order. Possibility of correcting it?
A: No worries. Please call us and send us a e-mail with your order id to :
1) Update complete shipping details;
2) Update body measurement attributes; or
3) Any other points you have in mind to discuss
Q: How soon should I get back to you if you face any issues with the order delivery?
A: Please reach out to us within 48 hours of receiving the order for reporting any complaints with regards to the product received as damaged, found with manufacturing defect, or any other issues.
Q: In what scenarios would you not accept any returns?
A: Kindly be informed that any product purchased from our ‘Sale’ Section will not be returned under the Returns Policy except if an error on behalf relating to a manufacturing defect or a wrong item has been shipped out to you by mistake. We do not accept any returns if the product is dispatched to us after 7 days of receiving the shipment, so please make sure you report the matter to us and dispatch the product at the earliest once we accept the return request.
Kindly do not dispatch the products before receiving a Return Accepted Confirmation email from us, we will not be able to entertain such requests.
A: 1 – Informing Stepnshop
In case you have any complaints regarding the product you have received, please ensure that you report it to us within 48 hours of receiving the product.
2 – Confirmation email from Stepnshop
You will receive an acknowledgement e-mail from us on confirming a Return Authorization, within 2-3 business days. Please do not ship items before you receive this email from us. We will be unable to process Items Returned without the Return
Please note: In case needed, we request you for a digital picture of the item for our internal review to be able to process your request.
3 – Shipping Back the Items
When Shipping back the items:
- As would be advised in our return authorization e-mail, please send the items to us preferably through a reputed, registered courier/airmail service only to avoid any transit related issues.
- Please try and ensure that you retain all the packaging material along with the product.
Do not remove tags, stickers, etc. Unless you are sure you want to keep the product.
Presence of original tags is a must to process returns.
3 – Item Receipt and Inspection at Stepnshop Warehouse
As a policy, our teams shall examine the products on return and identify the defects/variation as indicated by you and will compare with the dress that we sent from the picture &photograph we have taken before shipping.
4 – Proposed solutions post receipt of returned items
Post inspection of returned item(s), our Customer Care team will propose remedial solutions to you on a case to case basis:
- Choosing an alternate Ethnic Treasure as a replacement of equal value
- A Store Credit to be used later for shopping on Stepnshop
- A Refund as decided on a case to case basis
Q: What will be my options if there was an error by Stepnshop?
A: We will duly acknowledge the issue and you would always be welcome to decide from proceeding with wither of this
- An Item Replacement
- Issuance of a Store Credit
- A Refund of order value
Q: How long does it usually take for Returned Items to reach back to the Stepnshop Warehouse?
A: International shipments usually take between 6 to 8 weeks in transit if done through postal service. Any shipment returned within India takes 4-7 days to reach if sent through reputed courier and based on your shipping location