Refund policy

Last updated: September 6, 2026

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a change-of-mind return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Worn shoes, outdoor-used shoes, shoes missing tags, or shoes returned without the original packaging are not eligible for a change-of-mind return.

Defective, damaged, or incorrectly shipped items may be handled separately under the “Damage in Transit” and “Damages and Issues” sections below.

Starting a Return

To start a return, contact us at support@omstep.com before you send anything back.

If your return is accepted, we will send instructions and the return address. Items sent back to us without first requesting a return will not be accepted.

Questions: support@omstep.com

Return Shipping

For eligible unworn or unused change-of-mind returns, you pay return shipping.

We cover return shipping only if we sent the wrong item or we confirm a manufacturing defect.

We are not responsible for return packages that are lost or damaged while being shipped back to us. Please keep your tracking number and proof of shipment.

Damage in Transit

If a pair arrives damaged, email support@omstep.com as soon as possible after delivery.

Do not throw the box or original packaging away. Include photos of:

  • The outside of the box

  • The shipping label

  • The inside packaging

  • Both shoes

  • Any visible damage to the shoes

We will file the carrier claim and, if the damage is confirmed, replace the pair or refund the order as appropriate.

Please contact us first rather than contacting the carrier yourself.

Damage reported significantly after delivery, reported without reasonably requested photos or documentation, or damage that occurred after delivery may not be treated as transit damage.

Damages and Issues

Please inspect your order when it arrives and contact us as soon as possible if the item is defective or if you received the wrong item.

Include your order number and photos so we can evaluate the issue and determine the appropriate resolution.

Confirmed manufacturing defects and incorrect shipments are not treated as ordinary change-of-mind returns.

Exceptions / Non-Returnable Items

We cannot accept ordinary change-of-mind returns for:

  • Gift cards

  • Worn or used items

  • Items without tags

  • Items without their original packaging

  • Returns requested more than 30 days after delivery

  • Items not purchased directly from omstep.com

  • Packages sent back without a prior return request

Nothing in this policy limits any rights or remedies you may have under applicable law.

Preorders

Payment is collected at checkout.

You may cancel a preorder for a full refund if you email support@omstep.com before the order ships.

After it ships, this Return and Refund Policy applies.

The 30-day return period starts when the item is received, not when you place the preorder.

If we cannot fulfill a preorder, we will refund the amount paid.

Exchanges

The fastest way to get what you want is to return the eligible item you have.

Once the return is accepted and refunded, you may place a new order for the size or color you want, if it is still available.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund was approved.

If approved, you will be refunded to your original payment method within 10 business days after the refund is approved.

Return shipping you paid is not refunded.

Outbound shipping is refunded only when the return is our error, a confirmed manufacturing defect, or confirmed damage in transit.

Your bank or card company may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, contact us at support@omstep.com.