Refund policy

Easy 7-Day Returns and Exchanges

At Zalmi Step, we want you to order with confidence. If the size is not right or you are not satisfied with your purchase, you may request a return or exchange within 7 calendar days of receiving your order, subject to the conditions below.

Eligibility for Return or Exchange

To qualify, the product must:

Be requested for return or exchange within 7 days of delivery
Be unworn outdoors and used only for an indoor size check
Be clean, undamaged and in its original condition
Include the original packaging, tags and order details
Have no marks, scratches, stains, odours, alterations or damage to the sole

The original shoebox must also be returned in good condition. Please place it inside protective outer packaging and do not attach courier labels or tape directly to the shoebox.

Size or Colour Exchange

You may request an exchange for another size or colour, subject to stock availability.

Each item is eligible for one exchange
The customer is responsible for the applicable return and redelivery charges when the correct item was originally delivered
When the replacement product has a higher price, the customer must pay the difference
When the replacement product has a lower price, the difference will be refunded or issued as store credit
If the requested size or colour is unavailable, you may choose another available product or request an eligible refund

We strongly recommend checking the Zalmi Step Size Guide before placing your order.

Returns and Refunds

Regular-priced products may be returned within 7 days of delivery, provided they meet all eligibility conditions.

For approved returns:

Original delivery charges are non-refundable unless Zalmi Step delivered a wrong, damaged or defective product
Return courier charges are the customer’s responsibility for size issues, change of mind or personal preference
The refund will be processed after the returned product has been received and inspected
Approved refunds are normally processed within 5–7 working days

For Cash on Delivery orders, refunds will be sent through an agreed method such as:

Bank transfer
Easypaisa
JazzCash

The customer must provide correct refund information. Zalmi Step will not be responsible for delays caused by incorrect account details.

Wrong, Damaged or Defective Products

Please inspect your order when it arrives.

If you receive a product that is:

Different from what you ordered
Damaged during delivery
Defective due to a manufacturing issue
Sent in the wrong size or colour

Please provide:

Your order number
Clear photographs or a short video showing the issue
A photograph of the packaging and shipping label

After verification, Zalmi Step will arrange an exchange, replacement or full refund. When the error is ours, the customer will not be charged return or replacement delivery costs.

Minor natural differences in colour, texture or finish caused by lighting, screen settings or material characteristics are not considered manufacturing defects.

Sale and Promotional Products

Products marked Final Sale cannot be returned or refunded for change of mind.

Sale products may only be exchanged for an available size or colour, unless the product page states otherwise.

Wrong, damaged or defective sale products remain eligible for review under the damaged-product section of this policy.

Customized Products

Customized, personalized or specially made products cannot be returned or exchanged unless:

The product is defective
The product differs from the confirmed customization
Zalmi Step supplied the wrong item

Items We Cannot Accept

Returns or exchanges will not be accepted when:

The request is made after the 7-day period
The product has been worn outdoors
The sole shows marks, scratches or signs of use
The product is dirty, damaged, altered or repaired
Tags, accessories, packaging or order details are missing
Damage occurred because of misuse, water exposure, improper storage or normal wear
The product was returned without first contacting Zalmi Step

How to Request a Return or Exchange

Before sending the product, contact us through:

WhatsApp: +923700995365
Email: zalmistepofficial@gmail.com

Please provide:

Your full name
Order number
Product name and size
Reason for the request
Clear photographs when required
Whether you want an exchange, replacement or refund

Our support team will review your request and provide the return address and instructions.

Please do not send a parcel without approval, as unauthorized returns may be delayed or refused.

Return Shipping

Customers should use a reliable and trackable courier service and retain the courier receipt until the process is complete.

Zalmi Step is not responsible for returned parcels that are lost or damaged before reaching our return address.

Inspection and Approval

After receiving the returned product, our team will inspect it, normally within 2 working days.

We will then notify you whether the return, exchange or refund has been approved.

Products that do not meet the eligibility requirements may be returned to the customer, and additional shipping charges may apply.

Order Cancellation

Orders may be cancelled before dispatch by contacting our support team.

Once an order has been dispatched, it cannot be cancelled. After receiving the parcel, the customer may request a return or exchange under this policy.