Shipping is a flat fee of £2.95 no matter how many products you have. Products will be sent out within 48 hours of ordering and will be delivered by First Class Royal Mail.
Providing excellent customer service is at the core of everything we do at Steps Charity. Our aim is to provide an online experience that we would be happy to receive ourselves. We want our customers to feel confident in shopping with us and to provide them with the assurance that if things go wrong – for whatever reason – we are there to help.
Steps Charity complies with the requirements of the Distance Selling Regulations.
Any item (excluding gift cards or Virtual Products) may be returned for an exchange or refund, by notifying Steps Charity within seven days of receipt of the item in writing, by sending an email to email@example.com
Unwanted items can be returned providing that they remain sealed, in a resaleable condition, and in original packaging – we are not able to accept the return of opened and/or part used items.
A valid proof of purchase is required for any return.
You must return the item to Steps Charity within 14 days of receipt to qualify for a refund.
This does not affect your statutory rights.
Returning a purchase
If you wish to return an item that has remained sealed, in a resaleable condition, please post it in it’s original packaging to:
Returns Department, Steps Charity, The White House, Wilderspool Business Park, Greenall’s Avenue, Warrington WA4 6HL
You are responsible for ensuring the safe return of any item, including the postage costs incurred.
If we do not receive the item we cannot process an exchange or refund, so we recommend you use a trackable / insured mail service.
If in the rare event that an item is defective, faulty or sent in error by Steps Charity, please contact our Returns Department immediately by sending an email to firstname.lastname@example.org including the following information:
We will offer you replacement parts/replacement for the same item(s) that were faulty or damaged. If we are unable to replace your faulty item(s), then we will issue you a full refund.
A member of our team will give you all the details you need to return the faulty item free of charge.
Please note: the item must be returned to us for a replacement / refund to be processed. The customer must obtain/retain courier proof of parcel drop off.
You must return the item(s) to Steps Charity within 28 days of receipt for faulty, damaged or defective goods to qualify for a refund.
Please allow ten working days for us to process your returned item and refund your account. Refunds will be processed via the same method of payment as the original transaction.