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Returns / Exchanges Policy
Online Purchases Sent to Your Home:
Order(s) shipping to your home can be returned in NEW CONDITION within 30 days from the date of purchase, via mail or to a A Step Ahead Footwear Retail location for a full refund or exchange.
If you want to exchange an item go to one of our store locations or contact us: https://www.astepaheadfootwear.com/service/
All orders are processed Monday-Friday 9 am to 5 pm PST (excluding Canadian holidays) and shipped within 1-3 business days from when the order was placed.
Express shipping is not available for shipments to PO Boxes or Military APO/FPO addresses.
In rare occasions, due to unforeseen high-shipping cost to certain countries, A Step Ahead Footwear Inc reserves the right to cancel express shipping. In such instances, all express costs will be reimbursed and the order will be shipped via standard postal services.
If shipping the item via mail, the item must be unworn, in the original shoe box (enclosed in a protective shipping box) and include a copy of your invoice.
A returned item must be unworn, in the original shoebox and must have the original invoice included in the shipment and the original credit card used for the purchase.
Not having any one of the above requirements will not allow us to process your refund.
In the event that an order is returned to us due to the package being refused or deemed undeliverable (i.e: address is incorrect or incomplete), you will be charged the shipping amount for us to return it to you.
Refunds are applicable to the goods only and do not include any customs and shipping charges. A Step Ahead Footwear Inc will NOT cover the shipping cost of your return or exchange.
Any order being shipped to one of our retail locations for pick up (our 'Pick Up in Store’ option) can be returned to any one of our retail locations (Nanaimo, Coquitlam, Burnaby and Victoria) within 14 days from the date the item is picked up, for a full refund.
To issue a refund, the item must be unworn, in the original shoe box and you must have both the original receipt and credit card used for the purchase.
Items ordered during the holiday period (including statutory holidays in British Columbia, Canada) will be shipped on or after the next reopening day. Please expect shipping delays over the holidays. We cannot guarantee delivery deadlines and our times provided are based on an estimated average, and subject to change.
Please bear in mind that sometimes local customs agencies may choose to delay individual shipments for security/inspection measures. These delays can be between 3-4 weeks for most international destinations. Sadly nothing can be done on our side to expedite this process and A Step Ahead Footwear Inc. can not be held responsible.
All countries have their own rules on import taxes and duties. A Step Ahead Footwear Inc. is not responsible or liable for any taxes or duties that local customs departments may impose. Please check your country's import rules/rates before placing all orders.
Please do not return parcels C.O.D as they will not be accepted.
For US and International returns, mark parcel as "Canadian Goods Return" on custom forms. Any Duties charged to astepaheadfootwear.com as a result of mislabelling or marking as "gift" will be deducted from your refund.
A Step Ahead Footwear Inc. will NOT cover the shipping cost of your return or exchange.
Product and packaging must arrive back in the same condition in which they were sent: new, unworn and not washed, and in the original packaging with their tags.
A refund will be issued once we receive the returned items. Lost in transit items will not be compensated for.
Refunds are applicable to the goods only and do not include any customs and shipping charges.
If your item(s) was purchased from one of our retail stores, it will need to be exchanged or returned to one of those locations.
Return Address (For online orders being shipped back in the mail)
A Step Ahead Footwear Inc.
C/O Online Store
2332-2929 Barnet Highway, Coquitlam BC, Canada V3B-5R5