Refund policy
Refund & Returns Policy
At Stepoy, every ring is handmade to order from genuine 14K solid gold, crafted to your chosen size, gauge, and piercing location. Because each piece is custom-made specifically for you, we are unable to accept returns or offer refunds on correctly made items.
This policy applies to all orders placed through stepoy.com.
Why we don't accept returns
Our jewellery is piercing jewellery — it is designed to be worn inside the body. For hygiene and safety reasons, we cannot resell a ring that has been worn or tried on in a piercing. Additionally, because every piece is handcrafted to your individual specifications (size, gauge, and piercing type), it cannot be restocked or resold to another customer.
We take great care to provide detailed sizing advice on every product page and in our piercing guides. If you are unsure about your size, please contact us before ordering and we will be happy to recommend the right fit.
Faulty or damaged items
If your ring arrives with a manufacturing defect or is damaged during delivery, we will replace it at no cost to you. Please contact us within 7 days of receiving your order at hello@stepoy.com with:
- Your order number
- A clear photograph of the issue
We will review your case and arrange a replacement as quickly as possible.
Incorrect orders
If we have made an error with your order (wrong size, wrong gauge, or wrong product), we will correct it at no cost. Please contact us within 7 days of delivery and we will arrange a replacement.
Wrong size ordered
We understand that choosing the right size can be tricky, especially for a first purchase. If the size isn't quite right, please get in touch with us at info@stepoy.com. We will do our best to find a solution for you.
To help avoid sizing issues, we strongly recommend reading the size guide on your product page before ordering. You can also email us for free personalised sizing advice — just tell us your piercing type and we will recommend a size.
Cancellations
If you wish to cancel your order, please contact us as soon as possible at info@stepoy.com. If your ring has not yet entered production, we will issue a full refund. Once crafting has begun, cancellation may not be possible, as each piece is made individually for you.
Questions
If you have any questions about this policy, please email us at info@stepoy.com. We reply to all messages within 24 hours.