Exchange-Only Policy

Last updated: 20 August 2026

We want your child to get the right fit. Smart Steps operates an exchange-only policy. We do not offer cash refunds or store credit, except where required by law.

1. Exchange window and eligibility

• Request an exchange within 24 hours of receiving the shoes.
• The 24-hour window applies to both Nairobi and countrywide customers.
• Shoes must be unworn and unscuffed, with the box or original packaging ready to return.
• Soles must be clean and unmarked.

2. Free size exchange and logistics

• The first qualifying size exchange is free when requested within the 24-hour window.
• Additional exchanges may attract a delivery charge, which will be confirmed before collection or redelivery.
• Collection and redelivery timing is arranged with you and depends on location, stock and courier availability.

3. Exchange options

• Size exchange: the same style in a different size, subject to stock availability.
• Style exchange: a different style, subject to stock availability. If prices differ, we will confirm the difference before redelivery.

4. Defective, damaged or incorrect items

If your order arrives with a manufacturing defect, damage or the wrong item, send clear photos and your order number. After assessment, we will exchange or replace the item at no extra cost.

5. How to request an exchange

WhatsApp or phone: +254 786 373 541
Email: info@smartsteps.africa

Include your order number, shoe style, current size, requested size and the reason for the exchange.