Shipping policy

Shipping Policy

Last Updated: August 2026

Delivering Comfort, Wherever You Are

At SureStep, we know you're looking forward to receiving your order, and we work hard to get it to you as quickly and safely as possible.

Below you'll find everything you need to know about how we process, dispatch and deliver your order.

1. Order Processing

Once your order has been placed, our team begins preparing it for dispatch.

Orders are typically processed within 1–3 business days, although this may take slightly longer during busy periods, promotional events or public holidays.

You'll receive a confirmation email once your order has been successfully placed.

When your order has been dispatched, we'll send you a shipping confirmation together with tracking information where available.

2. Delivery Times

SureStep works with trusted international fulfilment partners to provide reliable worldwide delivery.

Estimated delivery times are:

United Kingdom

5–12 business days

Europe

7–15 business days

International

7–20 business days

In some circumstances, deliveries may take up to 30 days, particularly where customs inspections, adverse weather, courier delays or seasonal demand affect shipping networks.

These delivery times are estimates only and are not guaranteed.

3. Tracking Your Order

Where available, tracking details will be sent once your order has been dispatched.

Please allow a few business days for tracking information to become active after receiving your shipping confirmation.

If you're unable to track your order after several days, please contact our customer support team and we'll be happy to help.

4. International Fulfilment

To provide high-quality products at competitive prices, SureStep uses a network of trusted international fulfilment partners.

This means your order may be dispatched from one of several international warehouses depending on:

  • product availability;

  • stock levels; and

  • your delivery location.

Our fulfilment partners carefully prepare and dispatch every order on our behalf.

5. Customs, Duties & Taxes

For international deliveries outside the United Kingdom, local customs authorities may apply import duties, taxes or customs charges.

Where these charges apply, they are the responsibility of the customer unless otherwise stated at checkout.

Customs procedures may occasionally result in additional delivery time beyond our estimated shipping window.

6. Incorrect Delivery Information

Please ensure your delivery address is accurate before completing your purchase.

Unfortunately, we cannot accept responsibility for delays or failed deliveries resulting from incorrect or incomplete address information provided at checkout.

If you notice an error after placing your order, please contact us immediately. While we'll always do our best to help, we cannot guarantee changes can be made once an order has entered processing.

7. Lost or Delayed Orders

If your order appears delayed beyond the estimated delivery window, please contact us.

We'll work directly with our fulfilment and courier partners to investigate and keep you informed throughout the process.

Most delayed parcels are successfully delivered shortly afterwards.

8. Damaged Deliveries

If your order arrives damaged, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please provide:

  • your order number;

  • photographs of the packaging; and

  • photographs of the damaged product.

We'll review your claim promptly and arrange an appropriate solution in accordance with our Refund & Returns Policy.

9. Questions About Your Delivery

If you have any questions about your shipment, our customer support team is always happy to help.

Thank you for choosing SureStep.

We're committed to making your shopping experience as smooth and stress-free as possible—from checkout to delivery.