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Delivery Policy

We use Australia Post eParcel for delivery of all online, or phone orders. Depending on your delivery location please allow the standard 3-7 working days for delivery. Express Post is available for a flat rate of $16 (ex GST), however this service relies on Australia Post's Express Post network for delivery and therefore not all delivery locations guarantee next day delivery. All parcels are dispatched from our store in Brendale (postcode 4500).

Orders over the value of $150 will be shipped free of charge, using Australia Post.

If you request international shipping, you may be contacted by a team member to cover additional postage costs.

Orders are dispatched Monday - Friday, 9am - 4pm. If you have provided your email address during checkout, you will receive Australia Post parcel notification for your order with additional tracking services.

Returns Policy

Should your order not meet your expectations, the following guidelines for return/exchange will apply. Note that you must be able to show proof of purchase when requesting a return or exchanged, if asked by a Customer Service member.  

All items are subject to the following conditions:

  • Step by Step will not replace or exchange items that have not been cared for as recommended in Product Care guidelines (if supplied). 
  • Step by Step will not replace or exchange items damaged through wear and tear, damage from contact with liquids or make up.

Faulty Items

If the product is deemed to be faulty or of unacceptable quality by us, Step by Step will:

  • Contact the product's supplier and/or send the item back to be assessed. If the supplier deems the product faulty they will replace the item with the same item subject to availability or offer a refund if an exchange of the same item is not possible; and
  • Cover the cost of return postage together with the cost of sending the replacement item.

Contact our Customer Service team on (07) 3881 1669 to report a faulty item. Please take photographs of the fault and be ready to email them through. We may request that you return the item at your cost, so that we can assess the damage. 

Incorrect Sizes

If you purchase the wrong size garment, we can arrange an exchange for another size if it is available, within 14 working days of goods being received.  If the desired size is not available we will offer you an alternative style or a refund at your request. Items must be returned in their original, unused condition, with tags attached together with original packaging.  Please phone us to arrange the return and place the items in suitable packaging. Our Customer Service team will arrange a return label to be emailed to you, which enables you to deliver the item to your local Australia Post office for free return delivery.

Replacement items will incur the same shipping fee as the original order.

Change of Mind

In accordance with ACCC guidelines we are not required to provide a refund for change of mind, however we are happy to provide an exchange for change of mind within 7 working days of goods being received. Items must be returned in their original, unused condition, with tags attached together with original packaging.  Please phone us to arrange the return and place the items in suitable packaging. Our Customer Service team will arrange a return label to be emailed to you, which enables you to deliver the item to your local Australia Post office for free return delivery.

Replacement items will incur the same shipping fee as the original order.

Sale Items

If a sale item is faulty, we will cover the cost of return postage together with the cost of sending the replacement item.

Sale items may be returned in exchange for a different size, however the consumer will be responsible for the cost of return shipping. Replacement items will incur the same shipping fee as the original order.  In the event that the particular item has sold out and cannot be replaced, a full refund will be issued on the original purchase price.  

We will provide an exchange for change of mind on sale items, however the consumer will be responsible for the cost of return shipping. Replacement items will incur the same shipping fee as the original order. In the event that the particular item has sold out and cannot be replaced, a full refund will be issued on the original purchase price. 

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