FAQ
Frequently Asked Questions
Orders & Delivery
Q: How long does delivery take?
A: Delivery times depend on your location and the delivery option selected at checkout. Once your order is dispatched, you’ll receive tracking details (where available).
Q: How much is delivery?
A: Delivery costs are shown clearly at checkout before you pay. Pricing may vary depending on order size, location, and current courier rates.
Q: Do you deliver across Ireland?
A: Yes — we deliver across Ireland. Delivery options will appear at checkout.
Q: Can I change my delivery address after ordering?
A: If your order hasn’t been dispatched yet, we’ll do our best to update it. Please contact us as soon as possible with your order number.
Returns & Exchanges
Q: Can I return an item?
A: Yes. Returns are accepted in line with our Returns Policy. Items must be unused, in original condition, and returned with original packaging.
Q: Can I try shoes on and still return them?
A: Yes — we recommend trying shoes indoors on a clean, dry surface. If shoes are worn outside or show signs of use, they may not be eligible for return.
Q: Do you offer exchanges?
A: Yes. If you need a different size or model, contact us and we’ll help you arrange an exchange (subject to stock availability).
Q: How long do refunds take?
A: Once your return is received and inspected, refunds are usually processed back to the original payment method. Bank processing times may vary depending on your provider.
Q: Are there items that cannot be returned?
A: For hygiene reasons, some items may not be eligible for return (for example socks or opened footcare products), unless faulty.
Shoe Sizing & Fit
Q: Do your shoes fit true to size?
A: It depends on the brand and model. If you’re unsure, contact us before ordering and we’ll guide you based on the specific shoe.
Q: Do you sell wide-fit shoes?
A: Yes — we stock wide-fit options in many styles, especially supportive walking and running shoes.
Q: What if I’m between sizes?
A: In most cases, we recommend choosing the more comfortable option (often half a size up), especially if you use orthotics. Message us and we’ll advise.
Orthotics & Arch Supports
Q: Do you sell custom orthotics?
A: Yes — we provide custom orthotics based on a full foot and gait assessment in clinic.
Q: Do you sell off-the-shelf arch supports too?
A: Yes — we stock supportive arch supports that suit many common issues like plantar fasciitis, flat feet, and heel pain.
Q: Will orthotics fit in any shoe?
A: Most orthotics fit best in supportive footwear with a removable insole. If you’re unsure, we can recommend the best shoe options for your orthotics.
Q: Can I claim from my health insurance?
Many health insurance providers offer cover for custom orthotics. Because orthotics are classed as a medical support device, customers can often claim back part of the cost depending on their policy. We can provide receipts and documentation to support your claim — we recommend checking directly with your insurer to confirm your level of cover.
Foot Pain & Support
Q: Can supportive footwear help with foot, knee, hip or back pain?
A: In many cases, yes. Better foot support can reduce stress through the whole body. Results vary, and ongoing pain should be assessed professionally.
Q: Do you help with plantar fasciitis / heel pain?
A: Yes — we regularly help customers with heel pain using supportive footwear, arch supports, and expert fitting advice.
Q: Do you help with bunions, flat feet or high arches?
A: Yes — we stock footwear and supports suitable for many foot types, and we’ll guide you towards the best fit.
Gait Analysis & Assessments
Q: Do you offer gait analysis?
A: Yes — we offer free foot and gait assessments in-store to help you choose the right footwear and support.
Q: How long does an assessment take?
A: Most assessments take around 10–20 minutes depending on what you need.
Q: Do I need to bring anything with me?
A: If possible, bring your current shoes and any orthotics you already wear. It also helps to tell us where you feel pain or discomfort.
Clinic – General FAQs
Q: Do I need a referral to book the clinic?
A: No — you can book directly with us.
Q: Who provides clinic treatments?
A: Our treatments are carried out by qualified Foot Health Practitioners (FHPs), trained in routine foot health care and treatment.
Q: Are clinic treatments covered by health insurance?
A: Currently, most health insurance providers do not typically cover treatments carried out by Foot Health Practitioners. As policies vary, we recommend checking directly with your insurer. We can provide receipts if needed.
Q: How long are clinic appointments?
A: Appointments are 30 minutes.
Q: How often should I attend the clinic?
A: This depends on your needs. Many customers attend every 6–8 weeks for routine maintenance.
Q: What should I bring to my appointment?
A: If possible, bring your regular shoes and any orthotics you currently wear.
Payments & Security
Q: Is it safe to buy online from stepright.ie?
A: Yes — payments are processed securely through Shopify and approved payment providers. We do not store full card details.
Q: What payment methods do you accept?
A: Available payment methods will be shown at checkout and may include card payments and other local payment options.
Contact & Support
Q: How do I contact Step Right?
A: Email us at hello@stepright.ie and we’ll get back to you as soon as possible.
Q: Can you help me choose the right shoe online?
A: Yes — send us your usual size, what you’ll use the shoes for, and any foot pain you have, and we’ll recommend the best options.
