RETURN AND EXCHANGE POLICY
At Crown & Step Fashions, customer satisfaction is our highest priority. We stand behind the quality of our products and want you to be completely happy with your purchase. Please review our Return and Exchange Policy carefully.
1. Eligibility Requirements
1.1 Return Window
You may initiate a return or exchange within 4 days of receiving your order.
1.2 Condition Requirements
To qualify for a return or exchange, items must be:
Unused, unworn, and unwashed
In original, pristine condition
Complete with all original tags attached
In original packaging (when applicable)
2. Return Policy
2.1 Grounds for Return
We accept returns for:
Products that differ from your ordered item
Products that arrive damaged or defective
Items not meeting your expectations (subject to condition requirements)
2.2 Return Process
To initiate a return:
Contact our customer care within 4 days of receiving your order
Receive Return Authorization via email
Package items securely using original or suitable alternative packaging
Ship items back with tracking and insurance
2.3 Important Packaging Note
DO NOT use shoeboxes or original product boxes as shipping containers. These must be placed inside a protective shipping box or envelope.
3. Exchange Policy
3.1 Exchange Window
Exchanges are available within 4 days of purchase date.
3.2 Exchange Options
You may exchange for:
A different size or color of the same item
A different item of equal or lesser value
For items of higher value, the price difference must be paid
3.3 Beyond Exchange Window
After 4 days, exchanges are not available. Please place a new order for desired items.
4. Shipping and Handling
4.1 Return Shipping Responsibility
You are responsible for all return shipping costs unless the return is due to our error or defective product.
4.2 Shipping Recommendations
We strongly recommend:
Using tracked shipping services
Purchasing shipping insurance
Retaining your shipping receipt and tracking number
4.3 Transit Risk
Crown & Step Fashions is not responsible for returns lost or damaged during transit. Shipping insurance protects both you and us.
5. Refunds
5.1 Refund Processing
Refunds are issued to the original payment method
Shipping costs are non-refundable
Processing typically takes 3-5 business days after we receive and inspect returned items
5.2 Deductions
The following may be deducted from your refund:
Original shipping charges
Any restocking fees (if applicable)
Costs associated with product damage or missing components
6. Non-Returnable Items
The following items cannot be returned or exchanged:
Earrings (for hygiene reasons)
Custom or personalized items
Items marked “Final Sale” or “Non-Returnable”
Products without original tags or packaging
Items showing signs of wear, use, or alteration
7. Defective or Incorrect Items
7.1 Our Error
If you receive:
An incorrect item
A defective product
A damaged item
Please contact us immediately. We will arrange and pay for return shipping and expedite your replacement or refund.
8. How to Initiate a Return or Exchange
8.1 Contact Information
Email: crownandstep@gmail.com
Phone: 0700 203 546
Hours: Monday-Saturday, 8:00 AM – 6:00 PM EAT
8.2 Required Information
When contacting us, please provide:
Your order number
The item(s) you wish to return/exchange
Reason for return/exchange
Photos of the item(s) (if applicable)
8.3 After Authorization
Once authorized, you will receive:
Return Authorization Number
Return shipping address
Specific instructions for your return
9. Special Circumstances
9.1 Holiday Policy
During holiday seasons, extended return windows may apply. Please check our website or contact us for specific holiday policies.
9.2 Sale Items
Items purchased during sales or with promotional discounts are subject to the same return policy unless otherwise stated.
10. International Returns
Currently, we only accept returns from customers within Kenya. For international customers with special circumstances, please contact us directly.
11. Our Commitment
We are committed to ensuring your satisfaction with every Crown & Step Fashions purchase. Our policies are designed to be fair while allowing us to maintain the quality and integrity of our products for all customers.
12. Policy Updates
We reserve the right to update this Return and Exchange Policy at any time. The latest version will always be available on our website.
Contact Us:
For any questions about our Return and Exchange Policy, please contact:
Email: crownandstep@gmail.com
Phone: 0700 203 546
Thank you for choosing Crown & Step Fashions. We appreciate your business and are here to ensure your complete satisfaction.
Note: This policy applies only to purchases made directly through Crown & Step Fashions. Items purchased through third-party retailers are subject to their respective return policies.
Last updated: 2 Jan 2026