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Return&Refund
How do I apply for a refund or return?
First, sign into your shoeSTP account and find your order number. Then click on “Return & Refund” located on the right hand side of the webpage.
Second, contact your seller and try to reach an agreement for a return or refund.
Third, if you cannot reach an agreement with the seller, sign into your shoeSTP account and click on “Request shoeSTP Mediation”. shoeSTP Resolution Center will then review your request and decide on the most appropriate outcome.


Do I need to pay for the return shipping costs for my product in the event that my request for a refund or return is successful?
This depends on the reason for your Return & Refund. If the reason falls under our 100% Guarantee Refund, the seller or shoeSTP will be responsible for the return shipping costs. If the reason is due to the buyer simply changing their mind about keeping the product, the buyer is responsible for the return shipping costs. For all other reasons, who is responsible for the return shipping fee will be determined on a case-by-case basis.


When can I request a refund?
If the item(s) received are not as described, a refund must be requested within 7 days of order arrival.


Do I need to involve shoeSTP customer service in my Return&Refund issues, or can I resolve these issues directly with my seller?
We encourage you to speak to your seller first to see if you can resolve the issue directly with them. If no agreement is reached, our Resolution Center Team will be happy to get involved to mediate a best outcome for you.

What situations am I allowed to request a product refund or return?
ShoeSTP provides protection and guarantees to help maximize your buying experience.
At our most secure level, we offer a  refund in the event that you have never received your order, your complete shipment arrives broken or damaged, or your received product does not match the key features described in its online listing.In all these cases, the final amount of refund awarded to you will be determined by shoeSTP on a case-by-case basis (provided this matter has not already settled directly between you and the seller).


When will I receive my refund after it is submitted to shoeSTP’s Resolution Center?
Refund times will vary and are dependent on the time it takes to receive information or evidence to reach a refund decision. The process may take several days to several weeks, although shoeSTP’s goal is to process a refund as quickly as possible.
How long does it take for you to issue a refund once my refund request is approved?
We will always immediately issue out your refund once it has been approved by shoeSTP Resolution Center. However the amount of time it takes for this money to move from our account to your account will vary depending on the original payment method used. These are summarized as follows:



Can I still submit a refund or return request even after I have already clicked on “Complete Order”
Yes. Clicking on “Item Has Been Received” should not affect your eligibility for a Return & Refund request provided the reason and timing for your request meet our basic criteria. Please click here for details.