FAQ

🔁 What is your return and exchange policy?

We accept returns or exchanges within 30 days of receiving your order.

Conditions:

• Shoes must be unworn & in original packaging

• Custom-made or worn items are non-refundable

• Shipping costs for returns are not covered unless the product is defective

To start a return, please email us at: info@luckystep.com

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🧼 How do I care for my sneakers?

To keep your sneakers looking fresh:

• Spot clean with damp cloth and mild detergent

• Air dry, avoid direct sun

• Do not machine wash or dry

For glitter or special finishes, wipe gently with a microfiber cloth.

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💬 Can I contact customer service?

Absolutely!
📩 Email: info@luckystep.com
📱 Instagram & Facebook DM: @luckystep

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🛍️ What payment methods do you accept?

We accept major global payment options, including:

• Credit/Debit Cards: Visa, MasterCard, American Express

• PayPal

• Apple Pay / Google Pay

• Shopify Secure Checkout

All transactions are encrypted and 100% secure.

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⏱️ How long does order processing take?

We typically process orders within 1–3 business days. Please allow additional time during holidays or sale periods.

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👣 What if the shoes don’t fit?

No worries! We offer easy returns or exchanges within 30 days of delivery.
If unsure, check our Size Guide or message us with your foot measurements.

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📦 How are the shoes packaged?

All orders are carefully packed in branded or plain eco-friendly boxes with protective padding to ensure your sneakers arrive in perfect condition.

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🕐 When is your customer service available?

Our support team responds within 24–48 hours, Monday–Friday.
We speak English & Chinese.