Shipping & Return Policy

At StepUp, we believe in making your shopping experience as enjoyable and worry-free as possible. From fast delivery to flexible return options, our goal is to provide a customer experience that’s built on trust, transparency, and care. Please take a moment to read through our shipping and return guidelines so you know exactly what to expect.

Refunds

Your satisfaction is incredibly important to us. If for any reason you’re not completely happy with your purchase, we’re here to help. We offer refunds on items that meet the conditions below: Refund requests must be submitted within 3 days from the date your order was delivered. Products must be in brand-new, unused condition, with all original packaging and labels intact. Once your return is approved and received, we’ll process your refund back to the original payment method you used at checkout. Please note that shipping costs are not included in refunds, as they are non-recoverable. Our team works hard to ensure the process is smooth, and we aim to handle all refunds quickly and efficiently.

Sale Items

We know how exciting it is to find a great deal, and we want to ensure your peace of mind when purchasing discounted items. Items purchased on sale can be returned as long as they are unused and in their original packaging. However, items clearly marked as “final sale” or “clearance” are not eligible for return or refund. We always indicate final sale status on product pages and at checkout to keep everything crystal clear. This policy helps us maintain the integrity of our promotions while still offering flexibility whenever possible.

Exchanges

Need a different size? Changed your mind about the color? We get it—and we’re happy to help you make an exchange. To begin the exchange process, simply reach out to our customer support team within 3 days of receiving your order. The product must be in unused condition, with its original packaging intact. If the item you want to exchange for is out of stock or unavailable, don’t worry—we’ll offer you a full refund instead. After the 3-day window, exchange requests cannot be processed, but you may still be eligible for a return and refund under our standard policy. We’re committed to making sure you love what you ordered, even if that means a quick swap.

Shipping Returns

Returning an item? No problem—we’re here to guide you every step of the way. Customers are responsible for the cost of return shipping, unless the item was received damaged, defective, or incorrect. We strongly recommend using a tracked shipping service to return your item safely and avoid any delivery issues. Please note that original shipping charges are non-refundable, and return shipping costs must be covered by the customer unless we are at fault. Our team is available to support you throughout the return process, ensuring everything goes smoothly.

Order Processing and Delivery Times

We take pride in getting your order to you as quickly as possible. Most orders are processed within 1–2 business days after being placed. Delivery within Cairo and Giza typically takes up to 1 business day. For orders outside of these areas, in other Egyptian governorates, please allow 2–3 business days for delivery. During peak times such as sales, holidays, or promotional events, processing and delivery may take slightly longer—but we’ll always keep you informed. We work with reliable courier partners to ensure your order arrives fast, safe, and on time.

Damaged or Defective Products

We do our very best to ensure that every product is thoroughly checked and carefully packed before it leaves our hands. However, if something doesn’t arrive in perfect condition, we’re ready to make it right. If you receive an item that is damaged, faulty, or incorrect, please contact us as soon as possible. Our team will offer a prompt solution—whether that’s sending a replacement or issuing a full refund, depending on your preference. We want every customer to feel confident and supported, especially when something unexpected happens. Your happiness is our top priority, and we’ll always go the extra mile to make things right.

Have questions or need assistance with a return or exchange? Reach out to our friendly support team at contact@stepupeg.com—we’re always happy to help.