Returns & Refunds Policy
Last updated: [2025]
We want you to feel confident when ordering from KissSteps™. This Returns & Refunds Policy explains how we handle returns, exchanges and refunds for orders placed on our website.
This policy applies alongside your legal rights under UK consumer law.
1. Change of Mind Returns (Unused Items)
Because our main product is footwear worn indoors, we know fit and feel matter.
We currently offer:
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Change of mind returns within 14 days of receiving your order,
as long as the slippers are:-
Unworn
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In their original condition
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In their original packaging where reasonably possible
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How to request a return:
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Email s with:
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Your full name
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Order number
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The item(s) you want to return
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Reason for the return
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We’ll send you return instructions, including the return address.
Return shipping costs:
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For change of mind returns (e.g. you ordered the wrong size, or you simply don’t like them), the customer is usually responsible for the cost of return postage.
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We recommend using a tracked service and keeping your receipt until your refund is processed.
Once we receive and inspect the returned item, we will process your refund.
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Approved refunds will be issued to your original payment method.
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Please allow 5–10 working days for the refund to appear, depending on your bank or payment provider.
2. Faulty or Incorrect Items
If your slippers arrive:
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damaged,
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faulty, or
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not what you ordered,
please contact us within 30 days of receiving your order.
Email support@kisssteps.co.uk with:
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Your full name
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Order number
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Description of the issue
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Clear photos of the product and the problem
Where the item is confirmed faulty or incorrect, you are entitled to a remedy under UK consumer law. We will usually offer:
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A replacement, or
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A full refund, including reasonable return postage if we ask you to send them back.
We may ask you to return the product so we can assess the fault. In those cases, we’ll either provide a prepaid label or refund your return shipping once we receive proof of postage.
3. Condition of Returned Items
To approve a return and refund, the item should be:
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Unworn (for change of mind) – tried on gently indoors is fine, but we cannot accept returns that show clear signs of wear, marks, strong odours or damage.
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In sellable condition – including any branded packaging where reasonable.
If the returned item is not in suitable condition for resale, we may:
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decline the refund, or
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offer a partial refund, depending on the extent of the wear or damage.
We will always communicate clearly with you if this situation arises.
4. Exchanges (Size / Colour)
At the moment, we don’t run a separate automated exchange system.
If you’d like a different size or colour:
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Request a return for your original order (following the steps above).
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Place a new order for the size/colour you want.
This helps us process your request more quickly and ensures that the item you want is in stock.
5. Non-Returnable Items
For hygiene and safety reasons, we may not be able to accept returns where:
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the slippers have been heavily worn,
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there is clear damage caused by misuse, or
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they have been altered in any way.
This does not affect your rights if the item is faulty or not as described when you receive it.
6. Refund Processing Time
Once your return reaches us:
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Please allow up to 5 working days for our team to inspect and process it.
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After approval, refunds to your original payment method can take 5–10 working days to appear, depending on your bank.
We’ll email you as soon as your refund has been processed.
7. Your Statutory Rights
Nothing in this Returns & Refunds Policy affects your statutory rights under UK law.
If an item is faulty, not as described, or not fit for purpose, you may have additional rights to a repair, replacement or refund under the Consumer Rights Act 2015 and related regulations.
8. Contact Us
If you have any questions about returns, exchanges or refunds, please contact: