Frequently Asked Questions

We believe shopping should be a simple pleasure. So we’re always available and want you to reach out—day or night—with any questions you have. For your convenience, we’ve taken some time to provide you with answers to the most commonly asked questions:

About Taffystep

Taffystep was founded in February of 2019 in Vancouver, B.C, Canada.

Taffystep seeks to bring joy and celebrate all women by providing accessible, comfortable and timeless footwear.

We make shoes that are sweet for your feet! That’s where our playful name comes from.

Taffystep is designed in Vancouver, Canada and manufactured in our family-owned factories in China.

Design

We design shoes that are essential in a wardrobe that allows you to wear from work to play with comfort and style.

Fit & Sizing

They generally all fit true to size. We take into consideration the diversity of women in our design. Please refer to the product details for a specific style.

Product Care

Our vegan leather is very resilient as is, but if you want to go the extra mile, start by cleaning any dust or dirt on the surface of your shoes with a clean cloth. Polish your shoes by applying shoe wax with a clean cloth.

Hand spot-clean with a mixture of warm water and a small amount of gentle soap using a clean white cloth.

Yes--however, if you want to speed up the process, please refer to our article on how to break in a new pair of shoes.

Our soles are made of brushed rubber that is slip-resistant. If you find yourself sliding on the waxed office floor though, simply wear your shoes around the city block a few times and you’ll notice that they’ll become less slippery.

Shipping & Returns

Standard shipping is free across Canada! Shipping fees apply for international shipping to the USA. We also offer express shipping for an additional charge. Simply click express shipping at checkout.

Your order will arrive within 3-14 business days after your order has been processed, depending on your location.
*Please note that arrival time is based on an estimated average, and subject to change.

Returns are free within 30 days of delivery! Items must be unworn, unwashed, undamaged, and unaltered with the original packaging (including the tags and shoeboxes came with). All items must be mailed to the warehouse address we provide after your request.

Terms and Conditions:

- Returns that are worn, stained, altered or damaged will not be accepted.
- $10 restocking fee will apply for each return and deducted from your refunds. 
- Requests submitted after 30-day period will not be accepted.
- Refunds may only be issued to the credit card or PayPal account used to make the original purchase.

Failure to follow return instructions may result in an unsuccessful refund. Final sale items are non-refundable and cannot be exchanged.

To make a return/exchange request, please send an email to customerservice@taffystepshoes.com with your order number, shipping address, and the reason for return/exchange. We will be in touch with you and advise you on the next step within 5 business days after we have received your request.
Returns and exchanges are free within 30 days of delivery. Please note that the purchase becomes a final sale after your first exchange.

To request an order cancellation, please send an email to customerservice@taffystepshoes.com within one hour of your purchase. Please note that due to the volume of orders in our warehouse, your cancellation request may not be fulfilled.

It takes our warehouse 2-3 weeks to receive and process refunds back to your original form of payment.

Your exchange item will be processed and mailed to you from our warehouse within 1 week after receiving your return. It will take around 3-14 business days to get to you depending on your location.

If you have received a damaged, defective, or incorrect item, please contact customerservice@taffystepshoes.com, with a photo of the item you received along with your order number and shipping address. We will take good care of you and make this right for you!

Thank you for your interest! We do offer shipping to the U.S. with additional shipping fees. Charges vary depending on your location.
Please note that all orders are processed in CAD. Please expect duties and taxes will be charged from your customs.