If the product is damaged, defective, incorrect, mismatch or has size issue
If the product is damaged at the time of delivery, you must call and notify us while the delivery man is in front. You can call us on 09606-333123. Then you can return the product without any cost. But you have to return with all the original packages and accessories. No such complaint will be accepted after the delivery man left.
If you can't receive the product for some reason, you must inform the person who’ll receive the product instead of you.
If at the time of receipt, you see that the product does not match your order or the quantity is less, or the size is not fitting you, please contact us with the delivery man in front. Refund will be given within 3 working days of notification.
In addition, if you want to replace the product, you have to wait for 2-3 days (for stored items), 15-25 days (for global items; depends on stock availability).
If the product is defective, we must notify you within 24 hours. However, in this case you have to send us some attached evidence. All you have to do is –
- Picture on the back and front of the defective package
- Invoice number
- Clear video of defective product
In this case the video must be given. Only screenshots or pictures are not acceptable. If the product is found to be defective, you can return it by attaching the required accessories to the product. Your order will be considered a refund within 3 working days of return. Otherwise you can also have an exchange if you wish (subject to availability of stock).
If the product quality is not as expected
Since the products come directly from manufacturers or suppliers in different countries, it is not possible for us to check the quality of the product in advance.
However, we suggest you to consider the following to understand the quality:
- The price of the product
- Product pictures or videos
- Product reviews
If the quality does not meet your expectations after receiving the product, you can also let us know. But inform us within 24 hours. Our Complain Department will then verify the veracity of your complaint and notify you of an exchange or refund.
If the color of the product does not match the picture or video
Our products are overseas items. So the picture or video of the product is advertising version and uploaded on the website. In that case, the picture or video of the product may not match 100 percent with the final product.
However, we do our best to match 90-95 percent with the pictures and videos of the product.
However, if the color of the product you ordered does not match the order, you must notify us within 24 hours. Our Complain Department will review your complaint and try to resolve this issue within the next 3 working days.
If the size doesn’t match
In case if you find the shoe you have ordered doesn’t fit to your feet, you can let us know instantly and can exchange the product. You will also have the opportunity to order a new one.
If shipment is late
Shipment duration varies according to product size, weight, stock and customer location. The scheduled time of shipment is mentioned on our product page.
Yet no unexpected cause such as; If delivery is not possible within 7-25 days due to natural disasters, epidemics, political issues, etc., we will try to resolve the issue with the customer by explaining the exact reason for the delay.
However, if there is a delay in getting the product after the product ordered from our Dhaka Warehouse is out, the condition of refund does not apply.
If the product gets stuck during transit
Since the products have to be brought to the country through customs clearance, sometimes some products may not be directly discounted in this process or the customs authority may have to re-verify.
It is not possible for us to know this in advance. In this case, if your product cannot be released, you will be notified and the payable price of your product will be given back within 2-3 working days.
Third Step Shoes
Suite # 1402 (Lift # 14), Navana D.H. Tower, 6 Panthapath, Karwan Bazar, Dhaka-1215