UP2STEPReviews of up2step.com

Response from UP2STEPJun 13, 2025

Hi MARK, Thank you for your patience and for recognizing that good things are worth waiting for! We appreciate your understanding about international delivery timelines and are so pleased the final product met your expectations. We're continuously working to improve our shipping processes while maintaining our quality standards. Your positive experience encourages us to keep striving for that perfect balance between speed and craftsmanship. We look forward to serving you again soon! Best regards, Up2Step

Response from UP2STEPJan 29, 2026

Hola, Agradecemos que se haya puesto en contacto con nosotros. Lamentamos sinceramente la demora en nuestra respuesta y cualquier preocupación que esto le haya causado. Nos gustaría informarle que nuestro equipo de atención al cliente responde a todos los correos electrónicos en días laborables, siguiendo el orden de recepción. Tras revisar nuestro registro, podemos confirmar que respondimos a su consulta tan pronto como fue posible y, siguiendo su confirmación, procedimos con el reembolso correspondiente. Apreciamos su paciencia y comprensión durante este proceso. Si tiene alguna pregunta adicional o necesita más asistencia, no dude en contactarnos directamente. Atentamente, El equipo de Up2Step

Response from UP2STEPJan 29, 2026

Hi Nichole, Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience. Sometimes, due to high demand, production for some orders has taken slightly longer than expected, which may have affected your shipping timeline. We regret that we were unable to deliver your order in time for your departure and understand how disappointing this is. After confirming with you, we have processed a cancellation and full refund to your original payment method. We are actively working to improve our production and communication processes to prevent such situations in the future. If you have any further questions or need assistance, please feel free to contact our customer service. Thank you for your patience and understanding. Best regards, Customer Service Team Up2Step

Response from UP2STEPJun 13, 2025

Hello, Thank you for this wonderful feedback. "Very elegant shoe" - such simple yet powerful words that mean everything to us! At UP2STEP, we pour our passion into creating footwear that combines sophistication with comfort. If you have any further needs or questions, please feel free to reach out. Thank you for choosing our products! With appreciation, Up2Step

Response from UP2STEPFeb 22, 2025

Hi Refiloe, Thank you for sharing your feedback, and we sincerely apologize for the confusion and frustration caused by the delay in your order. The Priority Shipping option refers to a faster shipping method once the order has been prepared and dispatched, not a quicker preparation time. This means that while the shipping service itself is expedited, the processing and preparation of the order may still take time, especially during periods of high demand or unforeseen circumstances. We deeply regret the extended delay in shipping your order. Due to a backlog of orders following the holiday season, our production and preparation times were longer than anticipated. We understand how important it was for you to receive your order promptly, and we apologize for not meeting your expectations. Since you requested to cancel your order, we have already processed your refund. Please note that it may take some time for the refund to reflect in your account, depending on your bank's processing times. We appreciate your patience as we work to resolve this matter. If you have any further questions or concerns, please do not hesitate to reach out to us. We value your feedback and are committed to improving our services to ensure a better experience for all our customers. Thank you for your understanding, and we hope to have the opportunity to serve you better in the future. Best regards, Up2Step

Response from UP2STEPFeb 22, 2025

Hello, Thank you for sharing your feedback, we strive to respond to all messages within 24 hours during working days. However, during the holiday season, our response times were slower due to limited staffing. We truly value your patience and understanding during this time. We acknowledge that the refund process took longer than usual due to the Chinese New Year holiday period. During this time, our customer service team was only partially staffed, and our finance department was fully on break. This resulted in a backlog of requests, and refunds were processed in the order they were received. We apologize that your refund was not in your account until around Feb 9th. Thank you for bringing this to our attention, and we hope to have the chance to regain your trust. Best regards, Up2Step

Response from UP2STEPFeb 22, 2025

Hi Kym, Thank you for your feedback! We are thrilled to hear that you received your delivery promptly. It's fantastic to know that you were satisfied with our products. Your recommendation means a lot to us! We look forward to serving you again in the future. Best regards, Up2Step

Response from UP2STEPFeb 22, 2025

Hi teffina, Thank you for your feedback! We are thrilled to hear that you received your delivery promptly. Thank you for choosing Up2Step for your footwear needs. We are delighted to hear that you are extremely happy with your purchase. We look forward to serving you in the future. Best regards, Up2Step