Changes

Spain (Peninsula)

If necessary, can I change the size?

Of course!

The first change of size is free (only in Peninsula)

What is the maximum term to request a change?

We have extended the term to 60 days to make your change. Please, request your change BEFORE 60 calendar days have elapsed from the receipt of your order. The item must be in perfect condition and unworn, just as you received it.

Does it cost to make a change?

The first size change is totally free only in Spain (within the Peninsula).

What are the steps to take?

To request a change, you just have to write an email to: soporte@bryanstepwise.com and we ourselves will take care of processing it directly with you.

Once the change is approved, you will receive a confirmation email and we will request the collection.

The collection period is usually around 24/48 hours after the change is accepted. (Always during business hours and weekdays). Pickups may be delayed during certain high volume periods. In the same collection, we will deliver the new pair of shoes.

Is there a contact email to be able to consult doubts / incidents about my change?

Of course! Write to us at soporte@bryanstepwise.com and ask us all the questions you have about the delivery of your order. It is very important that the subject of the email is: CHANGE and the order reference.

We will attend to all requests and doubts about shipments, changes and returns only through this email.

We remind you that our customer service hours are:

Monday to Thursday: from 09:00 a.m. to 6:00 p.m.

Friday: from 09:00 to 15:00

For more information about our Returns and Exchange Policy, click here.

Special periods

In special periods (sales, promotions, pre-order and / or specific actions), the delivery and collection times may be increased.

Returns

Spain (Peninsula and Balearic Islands)

What is the maximum period to request a refund?

We have extended the term to 60 days to make your change. Please request a refund BEFORE 60 calendar days have elapsed from the receipt of your order. The item must be in perfect condition and unworn, just as you received it.

If you want to return the item, first of all, you must write to support@bryanstepwise.com with the subject "Return" and indicating your order number and full name. Our customer service team will respond to you as soon as possible.

You have two options:

Collection and refund. We will proceed to collect your order and make a refund. Returns have a cost of € 5.90 that will be deducted from the total amount of the product once the return has been made for collection and return costs.

Subscription card. We will collect your order at home, as in the first option. However, if you choose this option, we will send you a digital voucher with the full refund of your order so that you can use it on the web within 3 months. You will save € 5.90 in return costs and you can make another purchase later.

** The refund will be made on the total price of the product, not counting the shipping costs of your order.

For more information about our Returns and Exchange Policy, click here.

What are the steps to take?

To request a return, you just have to write an email to: soporte@bryanstepwise.com and we will take care of processing it directly with you.

Once the return is approved, you will receive a confirmation email and we will request the collection.

The collection period is usually around 24/48 hours after the change is accepted. (Always during business hours and weekdays). Pickups may be delayed during certain high volume periods.

Once your order arrives at our facilities and we check its status, we will proceed to refund the amount.

Is there a contact email to consult doubts / incidents about my return?

Of course! Write to us at soporte@bryanstepwise.com and ask us all the questions you have about the delivery of your order. The subject of the email is very important: RETURN and the order reference.

We will attend to all requests and doubts about shipments, changes and returns only through this email.

We remind you that our customer service hours are:

Monday to Thursday: from 09:00 a.m. to 6:00 p.m.

Friday: from 09:00 to 15:00

Special periods

In special periods (sales, promotions, pre-order and / or specific actions), the delivery and collection times may be increased.

Cancellations

Cancellations will only be accepted one hour after placing the order.

Otherwise, cancellation of the same will not be accepted.

If once you receive your shoes you are not convinced, you can make the return of them or a change of size if that is what you need.

Exceptions in Outlet area

If your order is from our Special Prices / Outlet area, you can make the free size change if we have enough stock.

Otherwise (if we do not have stock in the requested size), you can proceed to the possibility of return. Once we receive the product, we will refund the purchase amount minus 5.90 euros in Spain, as a general normal.

* Rate subject to the actual cost of the collection, will increase depending on the number of packages to be collected.

In the rest of the countries, the return shipment will be borne by the customer.

Outlet shoes are treated in an exceptional way, therefore their conditions differ from the rest of the categories.

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