FAQ

PAYMENT METHODS

The payment methods currently available for your order are shown at checkout. Availability can vary by country, currency and device.

HOW DO I TRACK MY ORDER?

After dispatch, we will email a tracking number when tracking is available. You can also enter that number on our Track Your Order page. The first carrier scan may take 2-5 business days to appear.

WHEN WILL MY ORDER BE DISPATCHED?

Orders are normally processed within 1-3 business days after payment is confirmed. Weekends, public holidays and peak periods may affect processing time.

HOW LONG DOES DELIVERY TAKE?

Standard delivery is generally estimated at 7-15 business days after dispatch. Express delivery, when offered at checkout, is generally estimated at 3-7 business days. Delivery estimates are not guarantees and can be affected by customs or carrier delays.

DO YOU OFFER FREE SHIPPING?

Any active free-shipping offer and its qualifying threshold will be displayed in the announcement bar or at checkout. The checkout total is the final confirmation of shipping charges.

HOW DO I CHOOSE A SIZE?

Measure both feet while standing and use the longer measurement. Check our Size & Fit Guide, then compare the measurement with the size options and notes on the product page. Fit can vary by shape and material.

CAN I RETURN AN ITEM?

You may request a return within 30 days of receiving your order. Footwear must be unworn, unused and returned with its original tags, accessories and packaging. Please read the Refund Policy before sending anything back.

DO YOU OFFER EXCHANGES?

We do not process direct exchanges. Request an approved return for the original item, then place a new order for the preferred size or style.

WHAT IF MY ITEM IS DAMAGED, DEFECTIVE OR INCORRECT?

Email support@bergstep.shop as soon as possible with your order number and clear photographs. We will review the issue and provide an appropriate resolution.

CAN I CHANGE OR CANCEL AN ORDER?

Email us immediately. We will try to help, but changes or cancellations cannot be guaranteed after fulfilment has begun.

HOW CAN I CONTACT BERGSTEP?

Email support@bergstep.shop. Support is available Monday to Friday, and we aim to reply within two business days.