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.
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.
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.
