Shipping/Returns

First Pair Guarantee

We are so confident you'll find these the best underwear you've ever worn that you can keep your first pair if you don't like them!

We will either send you a different size or give you a full refund on your FIRST pair only. Obviously, we're cool for you to keep the pair you've tried on, no need to send those back :) Unfortunately we cannot exchange them for a different colour.

If you purchase a multi-pack, please just try 1 pair before opening the remaining pairs. The First Pair Guarantee only applies to unopened and unworn pairs. If you find the first pair doesn't fit, or you'd like to try another style, please contact us at info@stepone.life and we will provide you the address to send the unopened and unworn back to us so we can send you out replacements.

Any changes to your order need to be made within 1 hour of placing the order.

Shipping

All orders to New Zealand are shipped from Sydney, Australia.

Expected delivery times are based on the shipping method selected at checkout, please see the table below for estimates.

Service

Warehouse Dispatch

Delivery from Dispatch

Standard Shipping

(DHL Packet Plus)

3-4 Business Days

5-7 Business Days

Express International

(DHL Express)

2- Business Day

3-4 Business Days

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If purchasing more than 1 pair, the remaining pairs must be returned to us unopened.

Unfortunately, garments that have been worn can no longer be returned due to sanitary reasons. And you know, the market for second-hand underwear isn't all that flash!

Unfortunately, if you order multiple pairs of the wrong size, we can't cover the cost of returns (just yet).

To complete your return, we require a receipt or proof of purchase and email info@stepone.life

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.