FAQ

For more detailed information please refer to the Terms & Conditions page.

 

DELIVERY

How will my product be delivered?
All products will be couriered to your delivery address. It’s important that someone will be there to sign and receive your order. ie work address.  Please note that we do not deliver to PO Boxes. 

How long will it take to receive my order?
StepOut will process your order within 24 hours, and if you are in a main city you can expect to receive the order within 2 - 4 working days of placing your order. 

On the rare occasion that your order is not in stock, we will contact you to inform you of the expected time or arrival, or to discuss an alternative product option of equal or greater value.

How much is the courier and packaging cost?
There’s a standard courier and packing charge of $6.50 for all orders in New Zealand. This site does not cater for international orders.

What if my order does not arrive?
If your order does not arrive within 3-5 working days contact us by phone or email.  We will follow this up for you with the courier company and if necessary send you out a replacement order.

What if my order is damaged?
We will send out a new order if your previous order has been lost or damaged by the courier company.

Do you deliver internationally?
No, sorry this website is set up for New Zealand orders only.

PAYMENT & SECURITY

How safe is my credit card transaction?
Security is a top priority for StepOut. We have selected an internationally recognized online payment system called Payment Express. It provides a best practice system used to facilitate electronic payments worldwide. It’s operated by Direct Payment Solutions (DPS), which is a widely recognised certified agency that provides financial online systems to customers such as Air New Zealand, Telecom and Bank of New Zealand.
View DPS Privacy Policy.

What credit card do you accept?

Visa, MasterCard, and Diners.

Does StepOut hold my credit card details?
No. StepOut will not receive or hold any of your credit card details. All financial transactions are processed through Payment Express, which is a best practice system, used to facilitate electronic payments worldwide. View DPS Privacy Policy.

Can I pay using a different method to a credit card transaction?
If you would prefer not to purchase online, we are happy to take your order over the phone or by email. We can provide you with bank account details to transfer money into or we are happy to receive cheques. Once we confirm your payment, your order will be sent out to you. Email: info@stepout.co.nz Ph: 09 410 7508 (9 - 5pm Mon - Fri)

How quickly does the credit card transaction take place?
As soon as you confirm your order via your credit card, the transfer of funds will occur. You will see StepOut stated on your bank statement to indicate the transaction.

Are your products GST inclusive?
Yes, all our products displayed are GST inclusive.

Will I receive a GST Registered invoice?
Yes, as soon as you place your order a gst registered invoice will be emailed out to you. Please print this out for your own records as we will not include an invoice within the parcel.

PRODUCTS


What if I’m not happy with the product?
You may return goods to us in their original condition within 14 days from the receipt of delivery for a refund of their purchase price provided they are in their original condition and, in the case of packaged goods, the packaging is still intact. Courier costs on any non-damaged or non-flawed returns will be the responsibility of the customer. A full refund of the cost of goods (excluding courier charge) will be credited back into your account once goods have been returned.

All purchases come under the Consumer Guarantees Act 1993. For more information view our Terms and Conditions page.

Will products always be available?
We will endeavor to ensure that all products advertised are in stock. However, due to the nature of online shopping we cannot guarantee that your product will be in stock permanently. On the rare occasion that stock runs out before notification of order, we will contact you to inform you of the expected time or arrival, or to discuss an alternative product options.

I can't find what I'm looking for. Can you source other product for me?
StepOut have access to wide range of shoe care products and it is likely that we can locate the product for you if it is sold in New Zealand. Email us what you are after and we’ll make some enquiries for you.