Welcome to Stepanddry. Find answers to common questions about our bathroom textile products, payments, orders, delivery, returns and refunds.

1. What payment methods do you accept?

We accept the payment methods displayed at checkout. Depending on your location, device and transaction eligibility, available methods may include:

• Visa
• Mastercard
• American Express
• Apple Pay
• Google Pay
• Other supported electronic wallet methods displayed at checkout

Payment availability may vary by country, device, browser and payment provider. The available options and applicable charges will be shown before you complete your purchase.

2. When will my order be processed?

Our standard order processing time is 1–3 business days.

Once your order and payment have been reviewed, we will prepare the order for dispatch. An order confirmation will be sent to the email address provided at checkout.

Business days exclude weekends and applicable public holidays.

3. How long does delivery take?

Our standard estimated transit time for eligible European destinations is 5–10 business days after dispatch.

Including order processing, the overall time from purchase to arrival normally consists of 1–3 business days for processing followed by the estimated transit period.

Delivery estimates may vary according to the destination, carrier operations, public holidays and other circumstances affecting transport. Any specific delivery commitment or statutory deadline applicable to your order will take precedence.

4. Which delivery companies do you use?

Depending on the destination and service availability, we may use DHL, FedEx, UPS Priority or other appropriate delivery services.

The available delivery arrangements and charges will be displayed at checkout where applicable.

5. Will I receive tracking updates?

Yes. Tracking notifications will be sent to the email address provided when you placed your order, once tracking information becomes available and as relevant updates are received from the carrier.

Updates may include:

• Dispatch confirmation and tracking reference.
• Arrival at a carrier facility or sorting location.
• Transit progress.
• Local delivery handling.
• Delivery completion or an attempted delivery.

The timing and availability of individual tracking events depend on the information supplied by the carrier. Please check your spam or junk folder if you cannot find a tracking email.

6. What should I do if my order is delayed?

If your order has not arrived within the estimated transit period, email supervisor@stepanddry.com with your order reference.

We will review the available tracking information and, where appropriate, contact the carrier to investigate the delay.

After reviewing the circumstances and available evidence, we will determine an appropriate resolution, which may include a replacement shipment or a full refund. Where applicable law provides additional rights concerning late delivery or non-delivery, those rights remain unaffected.

7. What should I do if my item arrives damaged or faulty?

Please email supervisor@stepanddry.com with your order reference and a brief description of the issue.

Where available, include clear photographs showing the affected item and the reported damage or fault. This helps us assess the matter and determine the appropriate resolution.

Depending on the circumstances and applicable law, we may arrange a replacement or refund based on the photographs without requiring the damaged item to be returned.

Where further information is reasonably necessary, we may contact you for additional details. This process does not restrict any statutory remedy available to you.

8. Can I return an item if I change my mind?

For eligible online purchases covered by EU consumer withdrawal rules, you generally have 14 days from the day you receive the goods to withdraw from the purchase without giving a reason.

To exercise this right, email supervisor@stepanddry.com within the applicable withdrawal period and provide your order reference and a clear statement that you wish to withdraw from the purchase.

After notifying us, you must return the goods within the period prescribed by applicable law, normally 14 days from the date you notify us of your withdrawal.

9. Who pays for return postage?

For a change-of-mind withdrawal, customers are responsible for the direct cost of returning goods where they were informed of this responsibility before completing the purchase, unless applicable law requires otherwise.

For faulty, damaged, incorrect or non-conforming goods, return costs and available remedies will be handled in accordance with the applicable legal requirements.

10. When will I receive my refund?

For a valid withdrawal covered by EU rules, refunds will be issued without undue delay and within the applicable statutory period, normally no later than 14 days after we are informed of the withdrawal.

Where permitted by law, we may withhold the refund until the goods have been returned or evidence of return has been provided, whichever occurs first.

For damaged, faulty, missing or incorrect items, the appropriate remedy and refund timing will depend on the circumstances and applicable legal requirements.

Refunds will ordinarily be made using the original payment method unless another arrangement is expressly agreed and permitted by law.

11. Can I cancel an order after placing it?

If you wish to cancel an order before dispatch, please email supervisor@stepanddry.com as soon as possible and include your order reference.

We will check the order status and advise whether cancellation can be processed before dispatch. If the order has already been dispatched, the applicable withdrawal and return procedures will apply.

Nothing in this process limits any cancellation or withdrawal right provided by applicable law.

12. What if I entered the wrong delivery address?

Please contact us as soon as possible at supervisor@stepanddry.com if you notice an error in your delivery details.

We will review the order status and determine whether the address can still be amended. Changes may not be possible once an order has entered the dispatch process.

If an incorrect address results in a delivery issue, we will review the circumstances and advise on the available next steps in accordance with applicable law.

13. Do I need to keep my order confirmation?

Yes. We recommend keeping your order confirmation and tracking emails until your purchase has been completed and any related enquiry has been resolved.

When contacting customer service, please include your order reference so that we can identify the relevant transaction.

14. How can I contact customer service?

For product enquiries, order updates, delivery issues, cancellations, returns or refunds, please contact us using the details below.

Brand: Stepanddry
Registered Company Name: [Insert Registered Company Name]
Registered Business Address: [Insert Registered Business Address]
Warehouse / Returns Address: [Insert Warehouse or Returns Address, where applicable]
Email: supervisor@stepanddry.com
Telephone: [Insert Business Telephone Number]
Website: https://www.stepanddry.com

Our customer service team handles enquiries during regular business hours. If you contact us outside those hours, please leave a message or send an email. We aim to respond within 24 hours of receiving your enquiry. Requests requiring additional investigation may take longer.

15. Where can I read your full policies?

For more detailed information, please refer to the relevant pages on our website:

• Terms and Conditions
• Shipping Policy
• Returns and Refunds Policy
• Privacy Policy
• Cookie Policy

These policies should be read together with the product information and terms displayed at checkout. Nothing in our website policies excludes or restricts a statutory right that cannot lawfully be excluded or restricted.