UP2STEPReviews of up2step.com

Response from UP2STEPAug 13, 2026

Hi MARGIE, Thank you for sharing your honest feedback with us. We sincerely apologize for any frustration you've experienced. Regarding the shipping origin, this order was shipped from our warehouse in China. While our website may refer to U.S. distribution points for logistical coordination, the actual dispatch originates from our facility overseas. We understand this may have caused confusion, and we regret any misunderstanding regarding the delivery timeline. The delivery timeframe from dispatch to arrival falls within our standard shipping window. As for express shipping, we regret to inform you that this option is currently unavailable, which is why it did not appear during checkout. We truly understand that faster delivery would have been preferable, and we are sorry for any inconvenience this may have caused. If the shoes you received do not match the product images shown online, we kindly ask that you send our customer service photos of the actual item. Our customer service team will carefully review them and determine whether a wrong item was sent. Please rest assured that we take such matters seriously and are committed to resolving them. Regarding returns, we follow standard online retail procedures that require customers to contact our support team to initiate the process. We kindly ask for your understanding that our agents respond only during business hours and handle inquiries in the order they are received. While we strive to reply within 24 hours on working days, during peak periods there may be slight delays — but we always ensure every email is addressed within this timeframe. We genuinely appreciate your feedback and are continuously working to improve our return process and overall service. If you have any further questions or would like to proceed with a return, please don't hesitate to reply to our customer service— we are here to help. With warm gratitude, The Up2Step Team

Response from UP2STEPAug 7, 2026

Hi Celine, Thank you for sharing your feedback with us. We truly appreciate your honesty and are sorry to hear that the shoes did not meet your expectations. To help us better understand your situation, could you kindly confirm if this concern is related to order number 5510002535? We would like to clarify that there is a slight difference between EU sizing and the factory sizing we use. The production is based on CN sizing, which generally runs one size larger than the EU equivalent. This means that the size you received is actually the correct corresponding size based on our system — not a shipping error. We take your feedback very seriously, and we will have our customer service team review your order and reach out to you personally to offer a proper solution. In the meantime, you are also very welcome to contact our support team directly — we're here to help. Once again, we apologize for the inconvenience and truly appreciate you giving us the chance to make things right. With warm gratitude, The Up2Step Team

Response from UP2STEPAug 7, 2026

Hallo, vielen Dank für Ihre Nachricht. Es tut uns außerordentlich leid zu hören, dass Sie mit Ihrer Bestellung und unserem Service so unzufrieden sind. Wir nehmen Ihr Feedback sehr ernst und möchten uns schnellstmöglich um Ihr Anliegen kümmern. Um Ihr Problem mit der Schuhgröße und der Rücksendung individuell für Sie lösen zu können, benötigen wir jedoch noch einige Informationen von Ihnen. Bitte teilen Sie uns Ihre vollständigen Namen, Ihre E-Mail-Adresse und Ihre Bestellnummer mit. Sobald wir diese Daten haben, werden unsere Kollegen vom Kundenservice Ihren Fall umgehend prüfen und sich direkt mit Ihnen in Verbindung setzen, um eine zufriedenstellende Lösung zu finden. Wir entschuldigen uns nochmals für die Unannehmlichkeiten und hoffen, dass wir Ihr Vertrain in uns zurückgewinnen können. Mit freundlichen Grüßen Ihr Kundenservice-Team von Up2Step

Response from UP2STEPAug 8, 2026

Hi Bonnie, We are truly sorry to hear about your experience and sincerely apologize for the frustration you've encounctered. We completely understand your disappointment regarding the return process of the shoes — this is certainly not the experience we want any of our customers to have. We would like to clarify that we do accept returns and refunds in accordance with our return policy, and we regret if this was not clearly communicated to you. We also understand that choosing the right size online can sometimes be challenging, as foot length is a reference — factors such as foot width, shape, and the specific shoe style can all affect fit. While we strive to provide accurate sizing guidance, we recognize that occasional fit issues may occur. After reviewing your case, we can confirm that our customer service team has already issued a refund to you. We did our best to reach a fair resolution. We are sorry that the process was not as smooth as we would have hoped. We truly appreciate your honest feedback and are taking steps to improve our communication and return guidance to prevent similar issues in the future. If you have any further questions or need additional assistance, please don't hesitate to reach out — we are here to help. With warm gratitude, The Up2Step Team

Response from UP2STEPAug 8, 2026

Bonjour, Nous vous remercions d’avoir pris le temps de nous faire part de votre préoccupation. Après avoir vérifié les informations de suivi de votre colis, nous pouvons vous confirmer que votre commande a bien été livrée avec succès le 5 mai 2026. Le numéro de suivi indique que les deux paires de chaussures sont arrivées à l’adresse indiquée. Nous sommes sincèrement désolés que cette expérience ne vous ait pas donné entière satisfaction, et nous espérons que vous apprécierez vos chaussures une fois que vous les aurez entre les mains. N’hésitez pas à nous écrire si vous avez besoin d’aide supplémentaire. Bien cordialement, L’équipe Up2Step

Response from UP2STEPMar 27, 2026

Hi Janine, Thank you for sharing your experience, and we sincerely apologize for the frustration and delays you've encountered. We truly value your patience and want to take a moment to explain the situation from our end. We understand that you placed two orders with us. For the first order, after you informed us that the shoes arrived damaged, we promptly issued a full refund as a resolution. For the second order, you mentioned that the size was too large, and we arranged a replacement pair for you. However, while the replacement was still in production, you expressed that you no longer wished to wait, and we respected your decision by processing a full refund for that order as well. We deeply regret that the timeline and communication did not meet your expectations, and we are truly sorry for any inconvenience this may have caused. We have shared your feedback with our team to improve both our production coordination and customer service response. If there's anything further we can do to assist you, please don’t hesitate to reach out. We wish you all the best and hope to have the opportunity to serve you better in the future. With warm gratitude, The Up2Step Team