Exchange & Refund Policy

Refunds are generally considered only where there is a confirmed faulty item or another error from us, and an appropriate exchange or solution is not available. For example, if a suitable replacement is unavailable, or you do not wish to accept an available alternative after a confirmed fault, a refund may be processed.

Refunds are not available for sizing issues, colour preference or change of mind.

• Delivery fees are not refundable once delivery has been successfully completed.
• If you directed the rider to your location and the rider arrived, but you then became unreachable, the delivery fee for that trip still applies and is not refundable. A new delivery fee will apply if the order has to be sent again.

Sale items follow these terms in addition to our general exchange and refund policy.

• Sale items cannot be combined with additional discounts, coupon codes, delivery discounts or other promotions when the order contains only sale items.
• If sale items are purchased together with regular-priced items, available promotions may still be used according to the promotion's normal terms.
• Sale items are generally not exchangeable or refundable for sizing, colour preference or change of mind.
• If a sale item arrives faulty or has a confirmed defect, please contact us so we can review the issue. Once reviewed, we’ll work with you on an appropriate resolution based on the circumstances.

We dispatch multiple orders together, so we are unable to provide a specific delivery time. Your order may arrive at any time during the day, within our delivery window of up to 10 hours from the 10:00 AM dispatch time.

We dispatch Accra deliveries Monday–Saturday around 10:00–10:30 AM. If an order is placed after this time and you prefer Hy_stepper delivery, contact us to confirm whether the day’s dispatch has already left. If it has, Pickup may be used for same-day collection when available on the website.

• Once an order is confirmed for delivery that day, please remain reachable and expect a call from the rider.
• There are no deliveries on Sundays.
•  Outside Accra, orders are dispatched Monday, Wednesday and Friday and usually arrive within 2–3 days after dispatch. If you need your order sent on another day, excluding Sunday, contact us to find out whether an arrangement can be made.
  
• If your location changes before the rider calls you and the rider can still deliver to the new location, confirm the delivery fee for the new location with the rider. If the new fee works for you, you can proceed with the delivery or reschedule for the next delivery day.
  
• Please keep your phone active and expect a call from the rider. If you become unreachable before delivery is completed, your order will be returned and rescheduled for the next delivery day. However, if you already directed the rider to your location before becoming unreachable, the delivery fee for that trip still applies and is not refundable.
  

Pickup is available for customers who prefer same-day collection during our stated pickup hours. Once your order is ready, you’ll receive a Ready for Pickup notification. Please wait for this notification before coming or sending a rider.

Pickup is available Monday–Saturday, 10:00 AM–3:00 PM. Pickup is unavailable on Sundays. Orders placed after 3:00 PM are usually ready the next pickup day.

• We check the order before releasing it. Please present your pickup code.
• If you send your own third-party rider (for example Yango, Bolt or Uber), once we hand the correct package to the rider you arranged, that handover is treated as collection of the order.
• After that handover, we cannot take responsibility for loss, disappearance, mishandling or transit problems caused by a third-party rider you arranged.

• This does not remove our responsibility for a genuine error from our side, such as sending the wrong item, size or colour, or a confirmed fault that existed before handover.
• Where we made an error, the normal exchange process applies. Exchanges are normally handled on the next available delivery day through our delivery process.
• All normal Exchange & Refund Policy requirements still apply to Pickup orders, including keeping the item and original packaging intact and sending a clear review video when an exchange is requested.
• Please inspect or try the item promptly. You do not need to remove tags or fully wear both shoes merely to check fit. If there is a sizing issue, keep the item and packaging intact and send the required video within the existing 24-hour sizing-exchange time limit.
• The pickup contact provided in your Ready for Pickup SMS is only responsible for handing over packages. For any issue with your order, please contact us through the platform where you placed your order.

Reserve Orders allow you to pay for a specific item now and have it held for you for up to 7 days before requesting fulfilment. Please make sure you are satisfied with the product, size and colour before completing your reservation.

Reserve Orders are not eligible for exchange. This includes sizing issues, colour preference, change of mind, or wanting another product after the reservation has been placed.

• Customers should make sure they have selected the correct product, size and colour before completing a reservation.
• If you notice an accidental selection mistake immediately after placing the reservation, please contact us immediately so we can check whether it can still be corrected before processing. This does not make Reserve Orders generally eligible for exchange.
• If you do not request fulfilment within the 7-day reservation period, the reservation will be marked as expired and will require store action.
• Existing reservations remain valid even if new reservations are later switched off. Switching the Reserve feature off does not automatically cancel or restock an existing reservation.
• Reserved items are carefully inspected and held separately for you until you request fulfilment.
• When you are ready, you can request fulfilment or delivery from your account according to the Reserve workflow.
• Delivery fees follow our normal delivery payment rules and may be due when you request delivery.
• By continuing, you agree to this Reserve Order Policy and our general store policies.

• Please inspect your order promptly when it arrives.
• Exchanges or refunds are not possible if the item has been used, worn, or appears visibly worn.
• If a faulty item has already been used, we will review the case individually. An exchange or refund is not guaranteed.
• For all returns and exchanges, the original packaging must remain intact, including tags, dust bags, shoe inserts, paper stuffing and any other packaging supplied with the item.
• Please send us a clear video showing the condition of the item, the packaging, and the relevant issue so we can review the request.