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Delivery Regions

We currently deliver to UK and Ireland only.  We plan to expand our overseas delivery options in the near future.

Overseas Order values over £150 can be considerd on an ad-hoc basis. Please contact us for a quote.


Delivery Charges

Delivery rates are flat rate based on location.

A Free service is currently offered to all Mainland UK addresses, with an option to upgrade for a faster service.

A surcharge is charged for delivery to premium rate locations (as determined by the courier company) within the UK which include addresses in: Scottish Highlands & Islands, N.Ireland, Channel Islands, Isle of Man and the Scilly Isles.

Ireland addresses also carry a surcharge

Delivery Method

We use Royal Mail Postage and a variety of couriers.  We cannot specify one individual method as we determine the method based on price and service and reserve the right to review and alter which service we use. This also means your delivery may arrive in more than one batch to ensure your order is transported in the best possible way.

Delivery can be to any address as long the address at which your payment card is registered is also present on your order. We do not deliver to Post Office (P.O.) boxes or shipping agent addresses.

Delivery will be between the hours of 7am and 6pm; we are unable to confirm a time. All deliveries must be signed for (except items sent by post and which are small enough to be put through your letterbox). Please make sure you keep any proof of purchase.

When you add products to your Shopping Basket, the appropriate delivery charge will be added automatically. You will always be able to see this charge before submitting your order.


Delivery & Order Processing Time

You will be given an indication of the delivery time depending on the delivery methods offered and selected at checkout. (eg FREE 3-5days).  The time stipulated is working days and do not include weekends or bank holidays.

All orders will be processed within 1 working day max. Please remember to add the processing time to the delivery time to estimate your delivery due date. For example, if the FREE delivery 3-5 days is selected, delivery can take up to 5+1=6 working days

All orders taken before 2pm will be processed on the same day. Our aim is to despatch 75% of items the next working day.

Whilst every reasonable effort shall be made to keep to any delivery date Surestep shall not be liable for any losses, costs, damages or expenses incurred by the customer or any other person or company arising directly or indirectly out of any failure to meet any estimated delivery date.


Force Majeure

Surestep shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond its reasonable control egs Strikes or freak weather events.



Cancellation of OrdersYou are able to cancel your order prior to shipping with no cost penalty being incurred and full credit of your account if monies have already been taken. You can cancel an order by following the links on the Surestep website or by informing us by email.



Unwanted Items and Exchanges:

We will accept any return, for any reason (eg change of mind, sizing, not as expected), within 14 calendar days from when you received the goods. We must be informed by email within this time frame stating the reason for return. The return postage will be at the customers expense. The returned goods must be in a resaleable state and any goods or accessories that accompany the returned product must also come back to us in a resaleable state (please do not tape or stick labels onto directly on to shoe boxes as these deface the box when removed). If the goods and packaging are not returned in a resalable state we reserve the right to make a reduction in refund payable.

Exchanges - Orders returned will be refunded (as per conditions above).  Any exchanges will require a new order being placed.


Faulty Goods

We will consider any complaint of faulty or defective goods within 6 months of purchase date.

In the first instance email us and provide any supporting evidence such as photos. We will then advise whether we require the item sent back to us. Upon receipt the fault will be fully investigated. If the complaint is upheld as a manufacturing defect a full refund will be made including return postage costs.

Please note we will not refund on any defective conditions caused by misuse, abuse or general wear and tear caused by normal use in harsh working environments. The item descriptions on our website fully explain the type of working environments for which each item is suited.

This returns policy does not affect your Statutory rights.