Shipping & Returns

  • RETURN OF OUR PRODUCTS
    1. What to do if what you have bought is defective or does not arrive within a reasonable time. If any product you purchase is defective, damaged during transit, does not arrive within a reasonable time of your order being submitted or is not what you ordered, please contact us using the information set out in clause 2.2 above. We will assess all requests to return products against our Returns Policy
    2. You may have to provide evidence. In certain circumstances, we may require that you:
      1. supply us with a photograph of any defective or damaged product; or
      2. return the product to us for inspection,
      before assessing any request made by you for a replacement, return or a refund.
    3. Our First Pair Guarantee. We offer a Fair Pair Guarantee (see FAQs). This guarantee reflects the goodwill guarantee offered by Step One to its US customers.
    4. When you don't have the right to change your mind. Except under our First Pair Guarantee, you do not have a right to change your mind in respect of products (including our trunks and briefs) sealed for health protection or hygiene purposes, once these have been unsealed after you receive them.
    5. When you do have a right to change your mind. Where the product remains sealed, you may return the product if you change your mind. To do so, you must contact our customer service team to claim a return.
    6. How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered. You generally have 14 days after the day you (or someone you nominate) receives the products, unless your products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the products. There is no time limit on exercising your rights under our First Pair Guarantee
    7. When we will pay the costs of return. We will only pay the costs of you returning products:
      1. if the products are faulty or misdescribed; or
      2. if you are cancelling an order because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; or
      3. if required by law.
      In all other circumstances you must pay the costs of return.
    8. How we will refund you. If we determine, in accordance with our Returns Policy to issue a refund for products returned to us, we will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
    9. Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
      1. We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. See our Shipping/Returns page for information about what handling is acceptable and examples. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
      2. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
    10. When your refund will be made. We will make any refunds due to you as soon as possible after you cancel your order. If we require you to return products to us (upon cancellation of your order), we will not process any refunds until all products to be returned, have been returned and assessed by us. If a product is returned, and has been used or is not in a state that can be re-sold, we may not agree to issue a refund for that product.

First Pair Guarantee

We are so confident you'll love your Step Ones, we'll give you a full refund on your first opened and worn pair if you don't like them for any reason.

Free shipping on all orders!

Free shipping on all orders in the US... how good!

Easy Returns

Picked the wrong size by mistake? No problem. On top of our first pair guarantee we also offer returns/exchanges on all unopened products.

Customer Service

Buy with confidence, our dedicated customer service team is available 24/7 to answer any questions you have!