At STEPEVI, every piece is crafted with meticulous care. We hope you’ll love your order, but if for any reason you’re not completely satisfied, we’ll make the process simple and transparent.
1) Eligibility for Returns & Exchanges
- Orders may be returned or exchanged within 14 days of delivery (all regions we ship to, including the UK, Europe and Turkey).
- To start a return or exchange, email customerservice@stepevi.com within 14 days of receiving your item and include your order number and reason.
- Return shipping costs, and any applicable customs duties/taxes, are the customer’s responsibility. We recommend a tracked courier service.
- Items must be returned in their original condition (unused, unwashed, free of damage or odours) with all labels, accessories and packaging.
2) Customized Products
All rugs and accessories purchased under “Customize Your Rug” are considered custom-made.
- Custom-made items are non-returnable and non-exchangeable, except where the product is faulty or does not match the specifications confirmed in your order.
- If you believe your customized rug has been produced incorrectly, email customerservice@stepevi.com with your order details and supporting photos. If an error in production is identified, we will issue a full refund or remake at no additional cost.
3) Faulty, Damaged or Incorrect Items
- If your order arrives damaged, defective or incorrect, notify us within 7 days of delivery at customerservice@stepevi.com.
- Once verified, we will arrange a replacement or refund, including reasonable return shipping costs where applicable.
4) Where to Send Returns
Returns can be sent to any of the following addresses. Please contact us before dispatch so we can provide the correct return instructions.
UK: STEPEVI London, 274 King’s Road, London SW3 5AW, United Kingdom
Europe: STEPEVI Munich, Maximiliansplatz 15, 80333 Munich, Germany
Turkey: Stepevi E-ticaret Merkezi – Taftel Tafting A.Ş., Süleyman Demirel Bulvarı No:176, Isparta, Türkiye
5) Refunds
- After your return arrives, our quality-control team will inspect it to confirm eligibility.
- Following QC approval, your refund will be processed within 14 days to the original payment method.
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Payment currency:
- Shopify Payments / PayPal: refunded in the same currency used at checkout (e.g., GBP or EUR).
- Iyzico: refunded in TRY to the same payment account.
- Original shipping fees are non-refundable unless the item was faulty.
6) Exchanges
- Email customerservice@stepevi.com to confirm availability before sending your item back.
- Exchanges are processed after the original item is received and approved through QC.
7) Need Help?
We’re here to help. Contact our customer care team at customerservice@stepevi.com and we’ll guide you through each step.
