Frequently Asked Questions
Check our FAQ section below for the most common questions
ORDERS
Once your order is placed, you’ll receive a confirmation email with your order details and tracking information once it ships. Orders can’t be changed or cancelled after confirmation.
All prices include VAT.
Order confirmation
Once your order is placed, you’ll receive a confirmation email with your order number and summary. If you don’t see it in your inbox, be sure to check your spam folder. Still no email? Feel free to contact us at customerservice@stepevi.com — we’ll be happy to help.
Order tracking
When your order has been dispatched, you will receive an email with the tracking details so you can follow the status of your delivery. Orders may be shipped in multiple boxes and could arrive on different dates, depending on stock availability and warehouse location.
Change or cancel order
Our team begins preparing orders quickly to ensure timely delivery. This means we’re unable to make changes or cancel your order once it’s confirmed. However, you’re always welcome to return your purchase within 14 days and place a new order.
Update shipping address
You can update your shipping address during the checkout process before the order is placed. Be sure to select the correct shipping country and fill in your details carefully. Once your order is confirmed, we’re unable to modify the shipping address.
If you need to change your shipping address after your order is confirmed, please contact us at customerservice@stepevi.com and we will assist you.
Taxes & duties
All prices include taxes (e.g. VAT) and duty fees.
Order confirmation
Once your order is placed, you’ll receive a confirmation email with your order details and another email with tracking information once it ships.
SHIPPING
Items in stock usually deliver within 1 week. Made-to-order items deliver in 2-3 weeks. A precise delivery estimate will be provided at checkout and in your order confirmation.
Shipping costs vary depending on the size of the item. Depending on product availability and warehouse locations, your order may be shipped in multiple packages and could arrive on different dates.
Shipping details
We offer delivery within Europe, UK and Turkey.
Estimated time of arrival will be shared with you in your order confirmation email. A delivery tracking number will be sent to you in the shipping confirmation email once your items are shipped.
Damaged orders
Though rare, damage during transport can occur. If your package arrives visibly damaged, please contact us via customerservice@stepevi.com and notify us. We will help you start a return process and make sure that a replacement is sent to you.
Delayed orders
We’re sorry if your delivery is taking longer than expected. Our delivery times are estimates, and delays can occasionally happen due to high demand or carrier issues.
While we’re unable to offer compensation for delayed orders, we’re always here to help check the status. Feel free to contact customerservice@stepevi.com if you need support or have any questions about your shipment.
Delivery tracking
When your order has been dispatched, you will receive an email with the tracking details so you can follow the status of your delivery.
RETURNS
If for any reason you need to make a return, we are here to assist you. Items can be returned within 14 days of delivery, provided they are unused, in perfect condition, and in their original packaging with all labels intact.
Please note that returns are not accepted for samples, custom rugs, or custom-sized rugs.
To initiate a return, simply contact us at customerservice@stepevi.com, and we will arrange the process for you. You will be asked to send the items to the return address we provide, which may vary depending on your country.
Customers are responsible for all return shipping costs.
How to make a return
If for any reason you need to make a return, we are here to assist you. Items can be returned within 14 days of delivery, provided they are unused, in perfect condition, and in their original packaging with all labels intact.
Please note that returns are not accepted for samples, custom rugs, or custom-sized rugs.
To initiate a return, simply contact us at customerservice@stepevi.com, and we will arrange the process for you. You will be asked to send the items to the return address we provide, which may vary depending on your country.
Customers are responsible for all return shipping costs.
Return fees
Customers are responsible for all return shipping costs. If the return shipping fee is unpaid, it will be deducted from the refund amount.
Return a faulty item
If your product is faulty, you’ll never be charged a return fee. We’ll arrange the return and send a replacement at no cost to you.
PAYMENTS
All transactions are secure and encrypted.
We accept most major credit cards, including VISA, MasterCard, and American Express, Discover and UnionPay as well as trusted payment providers including PayPal, Apple Pay, Google Pay and Shop Pay.
For Turkish customers, we also offer the option to pay with Iyzico, where paying with instalments is possible with most Turkish credit cards.
Payment methods
Card payments: Mastercard, Visa, American Express, Discover, UnionPay
Card payments (Turkey): All of the above + Iyzico (option to pay with instalments )
Digital payments: PayPal, Apple Pay, Google Pay, Shop Pay
Taxes & Duties
All prices include taxes (e.g. VAT) and duty fees.
CUSTOM REQUESTS
Our rug designs can be customised into different sizes, colours, materials and shapes with few exceptions. For custom requests, contact us at customerservice@stepevi.com and we will get back to you within 1 business day. Depending on the type of your request, it might be handled as a custom e-commerce order or through contact with one of our sales representatives.
Customize your Rug
Our Customize your Rug section allows you to select from 9 designs, 24 colours, 8 standard sizes and 2 materials. These rugs can be ordered directly from the website.
For requests involving non-standard sizes, please contact us at customerservice@stepevi.com.
For custom requests involving different colours and materials, check the "Custom Colour / Shape / Material" section below.
Custom sizes
We are now accepting custom size orders online. You can access this feature through the "custom size" button on product pages or by simply contacting us via customerservice@stepevi.com.
We will respond to you within 1 business day with additional details such as price, shipping and payment link.
For the time being, only made-to-order rugs can be manufactured in custom sizes.
Custom size rugs are not eligible for returns provided that they are not faulty.
Custom Colour / Shape / Material
Currently, custom colour orders can only be made through consultation with one of our sales representatives. Please contact us at customerservice@stepevi.com and one of our representatives will be in touch within 1 business day. We might need details like size, colour, material or shape in order to send you a quote.
Bespoke
Completely bespoke designs are priced individually. Please contact us at customerservice@stepevi.com and you will be connected with a sales representative within 1 business day.
All artwork submitted for rug creation remains private between STEPEVI and client. We do not reproduce designs without client’s authorisation.
