HELP CENTER

About Us

Everything you need to know about your order, before and after checkout.

UrbanStepCo is a European sneaker and streetwear store. We ship across Europe and internationally, and we answer our own emails.

Who We Are

Our catalogue ranges from the everyday staples people actually wear — the Adidas Samba, the Nike Air Force 1, New Balance's 9060 — to harder-to-find colourways, alongside apparel from Nike, Adidas, Jordan, Off-White and Chrome Hearts.

How We Work

We've spent years working with wholesale liquidators and outlet channels across Europe. Suppliers come to us when they need to move stock, which is how we find models and colourways that have already left the usual retail channels.

Availability changes constantly. If you're after a specific size, email us at contact@urbanstepco.com — we'll tell you quickly whether we can get it and how long it would take.

What You Can Expect

Delivery in 10–15 business days. 2–4 days to prepare your order, then transit and final delivery, with a maximum of 30 calendar days in case of delays. All orders are tracked. Full details on our Shipping page.
14 days to change your mind. Your right of withdrawal as an EU consumer, plus 14 more days to send the item back. See our Refund Policy.
Sizing help before you buy. Each product page lists sizing details. If you're between sizes, just ask.
Encrypted payment. Card, Apple Pay and Google Pay, processed securely.

Talk To Us

Questions about an order, a size, or a model you can't find? Email us at contact@urbanstepco.com and we'll get back to you within 24–48 business hours.

Frequently Asked Questions

Orders & Shipping

How long does an order take to arrive?

Orders are prepared within 2–4 business days, then shipped. Standard delivery usually takes 10–15 business days after preparation, with a maximum delivery period of 30 calendar days in case of customs or carrier delays.

How can I track my order?

You'll receive tracking information by email as soon as the carrier scans your parcel for the first time. You can also check your order status anytime from your account.

Do you ship internationally?

Yes, we ship across Europe and internationally. Delivery times may vary slightly depending on your destination and local customs processes.

What happens if I'm not home for delivery?

The carrier will usually attempt redelivery or leave the parcel at a pickup point. If a parcel is returned to us because it wasn't collected in time, reshipping costs may apply.

Returns & Refunds

Can I return an item?

Yes, you can request a return within 14 days of receiving your order. The item must be unused, unworn and in its original packaging, including the shoe box.

How do I request a return?

Email contact@urbanstepco.com with your order number and the reason for the return. We'll send you the return instructions and address. Approved items must be sent back within 7 days of authorisation.

My item arrived damaged or wrong — what do I do?

Contact us within 48 hours of delivery at contact@urbanstepco.com with your order number and clear photos or video of the item and packaging.

When will I get my refund?

Refunds are processed once we've received and inspected the returned item. They're issued to your original payment method; the time to appear depends on your bank or payment provider.

Products & Authenticity

Are your products authentic?

Yes. We source through established international supply networks, including excess inventory, end-of-season collections and retail surplus, all carefully checked before shipping.