FAQs

My Account

How do I register for an account?

It’s very simple to open an account with Richsteppinn: simply click on the menu button in the upper left corner of any page, then simply follow the steps on “Create account”. You will have to confirm your e-mail address so we know it's actually you, then you will be ready to start shopping in no time!

I have forgotten my account password, What can I do?

It is very easy to recover your password! Click on the forgotten password link on the Login page. Then you will be taken to a page where you can reset your password. Make sure to make a note of your new password!

How do I change my contact or payment details?

Click on the menu button in the upper left corner menu of any page. Then click Login. There you can add a new address or edit an existing one. For best security practices, we don’t save our customer’s payment details. Each time you make a purchase. You will be asked to fill in your details at the end of the checkout process.

Im having problems signing in. What can I do?

Firstly double check you are using the same email address and password you used when you signed up with us. If you’ve forgotten your password. Click the forgotten password link to reset your password. If you are still experiencing problems, send us an email at info@richsteppinn.shop We will be happy to help.

Orders

Do I need an account to place an order?

Yes, you need to create an account. So that we can track your orders, manage refunds and returns. We will also need your contact details for delivery.

How will I know when my order has been placed?

You will receive an email confirming that we have received your order. The email will contain all the information necessary for tracking and confirmation of your delivery, as provided by the couriers we are partnered with.

Why has my order or item been returned to sender?

If there is a problem delivering your items, check the tracking number first for further details and make sure you’ve provided us with the correct address and contact number. For further enquiries feel free to contact us at info@richsteppinn.shop

Why is my order late?

Our couriers are usually time efficient. Check the tracking number sent to you by email. All the information about your delivery will be provided there.

How do I track my order?

Please sign in into your Richsteppinn account where you will be able to find the tracking number and courier details for your order.

Can I cancel my order?

Orders cannot be cancelled. However orders can be returned, for a refund, using our free return service. For more information please go to the returns policy. Or contact us at info@richsteppinn.shop and we will do our best to help you.

Why has Richsteppinn cancelled my order?

We want to make sure every item sent is in perfect condition. If something is not quite right, we may have to cancel your order. If this happens, you will be notified by email and issued a full refund shortly after. If you need further assistance contact us at info@richsteppinn.shop

Payments

Which payment methods do you accept?

Visa, MasterCard, American Express, Discover, Diners club, Maestro + Apple Pay, Google pay, Amazon pay, Paypal, Shop pay, Clearpay & Klarna).

What currency will I pay in?

GBP (Pound sterling) is our first choice currency. You can also use payment options, like Paypal or Amazon pay to pay in other currencies.

What is payment authentication?

Payment authentication is the process of confirming a cardholder's card number, or other personal data isn't being used to make payments without their knowledge.

The payment won’t go through. What can I do?

If you are receiving error messages when making a payment. Please make sure you have entered all the details correctly. You might want to contact your bank to make sure there are no problems with your account. If you’re still experiencing problems. Please contact us, and include as much detail you can around the error:

- Error message you are seeing
- A description of the problem
- What payment method you are trying to use
- What products are you trying to purchase
- What internet browser you are using or if you are using our app
- Any other details that could be useful
- If your credit/debit card was declined. Please check if your card has expired, or perhaps your billing address for the card is different from the one you have used with us.
- Your card provider will have more information.
- If you are using PayPal, please contact them directly.

When will I be charged?

Your account will be charged as soon as the order has been confirmed.

How do I pay with Shop pay?

To pay with Shop pay instalments:

1) Fill your cart, then choose Shop Pay at checkout.
2) Choose to pay in instalments and tap Continue.
3) Select the instalments option that best suits you.
4) Choose a debit or credit card to use for payment, then tap Continue.
5) Follow the steps to verify your identity—this usually takes just a few moments.
6) If you agree to the terms, click Agree, then tap Authorise purchase.
7) Enter the 6-digit verification code that was sent to your phone.

Deliveries

How much will delivery cost in the UK?

At Richsteppinn we offer free UK mainland delivery, for orders over £200. Anything under will be charged £7.99 for tracked, next day delivery.

What is the cut of time for next day delivery?

Order by 9am Monday to Sunday for next working day delivery. Next day delivery is only available for customers in the UK and Scottish islands.

How much will delivery cost in the EU and the rest of world delivery cost?

Richsteppinn only offers international deliveries to most countries in Europe, at this current time. We are growing and scaling out quickly to be able to distribute our products around the world.

Will I have to pay customs charges and import duties?

All customs and import charges will be covered by us. There is no need to worry about any additional charges, after you have bought items from our store.

Can I track my delivery overseas?

Once your order has been processed by us, you should receive an email informing you of your tracking reference. Please use that tracking reference to keep tabs on the progress of your delivery.

Can animal furs and skins be shipped worldwide?

Some exotic animal furs and skins are not available to purchase in selected regions. From 1st January 2021, EU shipping restrictions have been put in place and will block sales of exotic animal fur and skin products requiring additional CITES documentation. Where delivery is possible, these goods may take up to 20 days longer than our standard delivery time as, where applicable, we need to obtain shipping licences.

Products

What is the condition and quality of your products?

Everything we sell at Richsteppinn is brand new and never been worn before. Every item we buy gets thoroughly inspected for authenticity and defects by our team, before it gets listed. We pride ourselves on authenticity, we will never buy or sell counterfeit items.

Is everything you sell new season?

We sell a combination of new and previous seasons designer wear. Everything we sell is the highest quality possible. At Richsteppinn we have a good sense of style, we will only put the best styles and fits in our store.

How can I be sure the items you are selling are genuine?

We have many suppliers, who buy wholesale directly from the brands. We also buy our own stock directly from the brands. We have a team of specialists that check every item thoroughly before we buy. We also check again, before we sell. Every sneaker we buy is thoroughly checked by our team. We have to categorically confirm if a shoe is real or is a counterfeit item, before it gets listed on our site. We won’t ever sell counterfeit items, because firstly it is illegal and it would also ruin our reputation as an ethical business.

Returns & Refunds

How can I return my order UK?

Email us at info@richsteppinn.shop with your concerns. If the item(s) you purchased is faulty or damaged. You need to send the item(s) back within 14 days. Once the goods have been received back to us, in the same condition as when it left us, You will receive a refund with in 14 days.

What items are non-returnable?

Please see our return policy for a full list of non-returnable items.

I’ve lost my return label. Where can I get a new one?

If you have lost your return label. Email us at info@richsteppinn.shop. We will send you a new one as soon as possible.

How long will a return take?

The whole return process may take up to 28 days. Check returns policy page for more details.

Ive returned my order. When will I receive my refund?

Once your return has arrived back with us, the item(s) will be processed by our returns team. We will issue you the refund as soon as we receive the parcel and confirm it’s condition is the same as when we sent it. If damage has occurred during the shipping process, this may take longer to resolve. We will also confirm your refund by e-mail, so watch out for the notification.

Can I return shoes?

We will only accept shoe returns of items that have not been worn, without any signs of wear.

Can I exchange my purchase for something else?

Please contact us at info@richsteppinn.shop and we will take you through the exchange process as it is not handled through our refund channels.

How do I prepare my return?

Returns should be accepted in the original packaging you received the item(s) in. If this is not possible, and you do not have the original packaging to return your item(s) in, please use alternative suitable packaging. Then stick the returns label provided on top. Please note that any damage caused to the brands packaging may result in issues when processing the refund. Also please ensure your return is in line with our Returns Policy

How will I receive a refund?

The refund will be issued to the account you have made the purchase with. If you wish to be refunded to an alternative account, please let us know at info@richsteppinn.shop

When will I receive a refund?

Your refund will be issued after we confirm all the details necessary in our refund policy

Will duty charges be refunded on a return?

Duty charges will not be refunded on a return as they are included In the initial price.

What should I do if I have received a faulty or damaged item?

If you believe that you have received a faulty or damaged item, contact our customer service team with your order number and images of the damage so we can assist you with a replacement or possibly a refund.

Our services

Do you offer a personal shopping service?

Yes, our personal shopping service is available Monday to Sunday, 10am - 5pm. We require a 20% downpayment on each item purchased. Once we confirm that your items are ready for delivery, we will take the remaining payment before dispatching your order.
Our professional team of stylists will be on hand to help you pick a desirable outfit, or help you to design your bespoke designer wardrobe.

Tax & Duties

Are local taxes and duties included in this product price?

All tax and duties are included in the price of each item at Richsteppinn.

Assurance of Authenticity

Everything we sell at Richsteppinn is brand new and never been worn before. Every item we buy has been thoroughly inspected for authenticity and defects by our team, before it gets listed. We pride ourselves on authenticity. Sadly in its current state, the market is saturated with counterfeit items.

Here at Richsteppinn we wanted to create a place you can shop and never have to worry that an item is a counterfeit. We have many suppliers, all of which buy wholesale from the actual brands. We have a team of specialists that check every item thoroughly before we buy.

Every sneaker we buy is thoroughly checked by our team, which categorically confirms if a shoe is real or is a counterfeit item. We would and will never sell counterfeit items, because firstly it is illegal and it would also ruin our reputation as an ethical business.