We want you to love your pair. If the fit isn’t right or something has gone wrong, tell us and we’ll help you sort it out.

The short version

  • [7] days from delivery to request an exchange
  • Pairs must be unworn, in original packaging
  • Faulty or wrong items: we cover everything
  • Message us on WhatsApp at 0348-7477636 to start

Eligible for exchange

We’ll exchange a pair that is:

  • Requested within [7] days of delivery
  • Unworn, unwashed, and undamaged
  • In its original box with all packaging and tags
  • Free of marks, scuffs and odour

Please try your khussas on a clean carpet or rug. Once a sole is marked, we can’t exchange the pair — and a hard floor marks a new sole immediately.

Not eligible

  • Pairs worn outdoors, or showing wear on the sole
  • Pairs damaged after delivery, or altered in any way
  • Returns requested after [7] days
  • Items returned without their original packaging
  • Sale or clearance items, unless faulty
  • Custom or made-to-order pairs, unless faulty

If your pair is faulty or wrong

If we sent the wrong item, or your pair arrives damaged, this is on us.

Contact us within [48] hours of delivery with your order number and clear photographs of the problem. We’ll arrange a replacement or a full refund, and we cover the return shipping. You will not be out of pocket.

On handmade variation

Every Shoe Step khussa is embroidered by hand. Small differences in bead placement — between two pairs of the same design, or between the left and right shoe of one pair — are a natural result of handwork, not a fault.

Colours can also appear slightly different on screen than in daylight, depending on your device.

Neither of these counts as a defect, so they aren’t covered as faults. If a pair genuinely doesn’t match its photograph, message us and we’ll look at it properly.

How to request an exchange

  1. Message us on WhatsApp at 0348-7477636 or email info@shoestep.pk within [7] days of delivery. Include your order number, the size you need, and your reason.
  2. We’ll confirm whether your request is eligible and send you return instructions.
  3. Send the pair back in its original packaging. Return shipping is paid by you unless the item is faulty or incorrect.
  4. We inspect it on arrival — usually within [2] working days.
  5. We dispatch your exchange, or issue store credit if your size is unavailable.

Please don’t send anything back before contacting us. Unannounced returns can’t be tracked to your order, and we may not be able to process them.

Sizing exchanges

The most common exchange is a size change, and we’re happy to help. If the size you need is out of stock, we’ll offer store credit or hold your exchange until the design is back — your choice.

To avoid the exchange entirely, measure your foot before ordering. Our size guide takes two minutes.

Refunds

We offer exchanges and store credit rather than cash refunds, except where an item is faulty, incorrect, or was never delivered. In those cases we refund in full, to your original payment method, within [7] working days of approving the return.

Delivery charges are not refundable unless the fault was ours.

Alternative wording, if the client offers full refunds: Approved returns are refunded to your original payment method within [7] working days of inspection. Cash on Delivery orders are refunded by bank transfer to an account in the name of the person who placed the order. Original delivery charges are refunded only where the item was faulty or incorrect.

Cancelling an order

Contact us within [12] hours of placing your order and we’ll cancel it at no cost. After that your order may already be packed or dispatched, in which case the exchange process above applies.

Questions

WhatsApp: 0348-7477636 Email: info@shoestep.pk