Frequently asked questions

Shipping is free right across Australia on every order, with no minimum spend. The price you see at checkout is the price you pay, so there are no surprise handling or freight fees added at the last step. We keep it simple on purpose. Whether you order one pair or several, your delivery is covered by us from our warehouse to your front door.

Most orders are packed within one to two business days, and delivery across Australia usually takes 3 to 7 business days once dispatched. Metro areas tend to land at the faster end, while regional and remote addresses can sit at the longer end. During busy sale periods things can run a little slower, so we recommend ordering early if you need your shoes by a set date.

At the moment we ship within Australia only, so we can keep delivery free, fast, and reliable for our local customers. If you are overseas and keen on StepEase, feel free to get in touch and we will let you know if that changes in future. We would rather do Australia-wide delivery really well than stretch ourselves thin across borders right now.

Yes. Once your order leaves our warehouse you will receive an email with tracking details so you can follow its journey to you. If the tracking has not updated for a few days, or you have any concerns about where your parcel is, just contact us and we will chase it up with the courier on your behalf.

We accept all major credit and debit cards, along with the common secure digital wallets available at checkout. Every transaction is encrypted and processed through trusted payment providers, so your card details are never stored on our side. If a payment does not go through, it is usually a small detail with your bank, and trying again or using another card generally sorts it out quickly.

We move quickly to get orders packed, so there is a short window to make changes. If you need to update your size, address, or cancel, contact us as soon as possible and we will do our best to catch it before dispatch. Once an order is on its way we cannot recall it, but you are still covered by our 60-day satisfaction guarantee if it is not right.

Yes. Our checkout runs on secure, encrypted connections, and payments are handled by established providers who specialise in keeping card data protected. We do not see or store your full card number. If anything about your order ever looks off, get in touch and a real person will help you sort it out rather than leaving you to deal with an automated loop.

As soon as your order is placed you will receive a confirmation email with your order number and a summary of what you bought. If it has not landed within a few minutes, check your spam or junk folder first, as confirmations sometimes end up there. Still nothing? Contact us with the name and email you used and we will confirm everything on our end.

For most pairs, a soft damp cloth and a gentle wipe is all you need for everyday marks. Avoid soaking them or putting them through the washing machine, as that can affect the shape and materials over time. Let them air dry away from direct heat rather than near a heater or in strong sun. Gentle, regular care will keep them looking fresh far longer than the occasional heavy scrub.

Give your shoes a chance to breathe between wears by rotating between two pairs where you can, which lets any moisture dry out fully. Store them somewhere cool and dry, away from direct sunlight, and avoid leaving them in a hot car. Wiping off dirt promptly and keeping them dry does more for longevity than anything else. Small habits like these can add many extra months of comfortable wear.

It depends on the style, and most everyday shoes handle light rain and damp footpaths fine. For heavy downpours or standing water we would not recommend soaking any shoe, as prolonged wet can affect materials and comfort. If your pair does get caught out, wipe them down and let them dry naturally away from direct heat. Check the product description for any styles specifically built with water resistance in mind.

Most StepEase shoes feel comfortable straight away, but a short break-in period is normal with any new footwear. Wear them around the house for an hour or two over the first few days so the materials settle to your foot. Ease into longer walks gradually rather than heading straight out for a full day. If they still do not feel right after a fair try, our guarantee has you covered.

We back every pair with a 60-day satisfaction guarantee. If your shoes are not right for you, contact us within 60 days of delivery and we will guide you through a return for a refund or exchange. We just ask that items come back in original condition where possible. Our aim is to make this genuinely easy, because footwear you cannot see in person should never feel like a gamble.

Just get in touch with your order number and let us know whether you would prefer a refund or a different size or style. We will reply with clear instructions on returning your pair. Once your return is received and checked, refunds are processed back to your original payment method, and exchanges are sent out to you. There is no need to argue your case, we would rather you end up happy.

Sizing that feels off is one of the most common reasons people reach out, and it is easily fixed. Within the 60-day guarantee period, contact us and we will arrange an exchange for a size up or down, or a refund if you prefer. If you are unsure before ordering, check the product size guide, and feel free to ask us for a fit recommendation based on your usual size.

We are sorry if that happens, and we will make it right quickly. Contact us with your order number and a photo of the issue, and we will organise a replacement or refund without fuss. Faulty or damaged items are always our responsibility, so you will not be out of pocket. The sooner you let us know, the sooner we can get a good pair back on your feet.

StepEase is an Australian focused footwear brand built around one simple idea, that comfortable, easy-to-wear shoes should not cost the earth or feel complicated to buy. We keep our range considered, our pricing fair, and our service human. When you contact us, you reach real people who want your shoes to work for you, not a script designed to wear you down.

You can reach us through the contact details on our website, and we aim to reply within one business day. Whether it is a sizing question before you buy, a delivery query, or a return you would like to sort, a real person will help you through it. We would always rather answer a question early than leave you guessing, so do not hesitate to ask.

We are an online store, which lets us keep our prices fair and offer free Australia-wide delivery on every order. We understand buying shoes without trying them on first can feel uncertain, which is exactly why we back every pair with a 60-day satisfaction guarantee. If a pair is not right, exchanges and returns are straightforward, so you can shop with confidence.

You can reach us through the contact page. We aim to reply within one business day. Please include your order number and, if the question relates to a product issue, a clear photo so we can help you as quickly as possible.

StepEase operates from 241 Adelaide Street, Level 1 Suite 1105, Brisbane QLD 4000. Please note this is a head office address for correspondence only, we do not hold stock here and cannot accept walk-in returns or collection.

Please contact us as soon as possible with the subject line CHANGE or CANCEL and your order number. If your order has not yet been dispatched we will do our best to update or cancel it. If it has already left the warehouse the returns process will apply.

Every email we send has an unsubscribe link at the bottom. You can also reply asking to be removed and we will action it manually.