Return & Refund Policy

Effective Date: 30 July 2025

At Akala Step-In, every pair of sandals and shoes is handcrafted with care and attention to detail. We are committed to delivering products that meet the highest standards of quality and craftsmanship. If you are not completely satisfied with your purchase, we're here to help.

Returns

You may request a return within 7 days of receiving your order if:

• The item you received is incorrect.

• The product arrived damaged or has a manufacturing defect.

• The item is unused, unworn, and in its original condition with all original packaging.

To request a return, please contact us with your order number, a description of the issue, and clear photos of the product.

Non-Returnable Items

Because many of our products are handcrafted or made to order, we cannot accept returns for:

• Custom-made or personalised footwear.

• Footwear that has been worn, altered, or damaged after delivery.

• Products returned without prior approval.

Refunds

Once we receive and inspect the returned item, we will notify you of the outcome.

If your return is approved, your refund will be processed using the original payment method within 7–14 business days.

Shipping charges are non-refundable unless the return is due to our error or a defective product.

Exchanges

We are happy to replace products that arrive defective, damaged, or if we sent the wrong item.

If you need a different size, please contact us within 7 days of delivery. Size exchanges are subject to product availability and the returned item must be unworn and in its original condition.

Order Cancellations

Orders may be cancelled within 24 hours of placement, provided production has not yet begun.

Once production has started on a handcrafted or custom order, cancellations may not be possible.

Quality Commitment

Every Akala Step-In product is individually handcrafted using genuine leather and carefully selected materials. Natural variations in leather texture, colour, and grain are part of its authenticity and should not be considered defects.

Contact Us

If you have any questions regarding returns or refunds, please contact us.

Akala Step-In

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at madahanabrad@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at madahanabrad@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at madahanabrad@gmail.com.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at madahanabrad@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at madahanabrad@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at madahanabrad@gmail.com.

Email: support@step-in.co.ke

Email: madahanabrad@outlook.com

Website: www.step-in.co.ke

Thank you for supporting handcrafted African craftsmanship.