Refund policy

Refund & Returns Policy

At Step Culture Collective, every item is made to order especially for you. Because of this, we ask that you carefully check your size, colour and product selection before completing your purchase.

Returns & Exchanges

As our products are custom-made to order, we do not accept returns or exchanges for:

Change of mind
Ordering the wrong size
Ordering the wrong colour
Accidental purchases

Please refer to the size guide provided on each product page before placing your order.

Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged, defective, misprinted, or you receive the wrong product, please contact us within 14 days of receiving your order.

Email us at:

info@stepculturecollective.com.au

Please include:

Your order number
A brief description of the issue
Clear photographs showing the damage or defect

We'll review your claim with our fulfilment partner and, where appropriate, arrange a replacement or refund at no additional cost.

Return Instructions

Please do not return any items without contacting us first.

If a return is required, we'll provide you with instructions on how and where to return the item. Returns sent without prior authorisation may not be accepted.

Refunds

If your refund is approved, it will be processed back to your original payment method.

Please allow up to 10 business days for your bank or payment provider to process the refund after it has been approved.

If more than 15 business days have passed since your refund was approved, please contact us at:

info@stepculturecollective.com.au

Sale Items & Gift Cards

Sale items and digital gift cards are non-refundable unless required by applicable consumer law.

European Union Customers

If your order is being shipped to a country within the European Union, you may have additional rights under applicable consumer protection laws, including the right to cancel or return your order within 14 days of receiving it.

Please note that the right of withdrawal may not apply to goods that are made to the consumer's specifications or are clearly personalised. As all Step Culture Collective products are made to order, this exemption may apply where permitted by law.

If you are located in the European Union and have questions about your consumer rights, don't hesitate to get in touch with us at:

info@stepculturecollective.com.au