1. Order Processing & Lead Times
All wholesale orders placed through Shoes Step are sourced and coordinated directly with our certified factory partners in China and Turkey. Lead times vary depending on product category, order volume, and factory production schedules, and are confirmed in writing on your commercial invoice prior to payment.
Standard processing timelines are as follows:
- In-stock or ready goods: Dispatched within 5–10 business days of confirmed payment
- Custom or bulk production orders: Lead times are confirmed per order and stated on the invoice — typically 20–45 business days depending on volume and product type
Production coordination begins only upon receipt of cleared funds. Orders are not reserved or held without confirmed payment.
2. Shipping Terms & Risk Allocation
All Shoes Step shipments are dispatched directly from our factory partners in China or Turkey to your nominated destination. We coordinate the full logistics chain on your behalf, from factory dispatch to freight forwarding.
Unless otherwise agreed in a written contract, all shipments are processed under standard commercial shipping terms. Risk of loss or damage transfers entirely to the buyer at the moment the shipment is handed over to the designated freight forwarder or carrier at the point of origin.
We strongly recommend that buyers arrange appropriate cargo insurance for high-value shipments.
3. International Courier & Delivery
Shoes Step coordinates international shipments via DHL and trusted global freight forwarding partners. We deliver to more than 170 countries worldwide, ensuring fast and secure delivery of your wholesale orders.
Delivery timelines after dispatch are as follows:
- Express courier (DHL Express): 2–5 business days from shipment date
- Standard freight forwarding: 7–20 business days depending on destination country and customs clearance
Exact delivery windows are provided with your shipping confirmation and tracking details.
4. Customs Clearance, Duties & Import Tariffs
The buyer is solely responsible for managing import customs clearance procedures in the destination country, including the payment of any applicable import duties, VAT, tariffs, or customs brokerage fees.
For shipments to destinations outside standard trade agreements, Shoes Step provides the following documentation to support customs clearance:
- Commercial invoice with product descriptions, HS codes, and declared values
- Packing list with item quantities, weights, and dimensions
- Certificate of origin (where applicable)
- Free Export Document (for applicable extra-regional shipments)
Shoes Step is not liable for cargo delays, border holds, or additional storage charges arising from customs inspections, incomplete import permits, or destination-country regulatory requirements.
5. Shipment Tracking
Once your order has been dispatched, you will receive a shipping confirmation email containing your DHL tracking number and a direct tracking link. You can monitor your shipment in real time through the DHL website or through the My Orders section of your Shoes Step account.
If you have not received tracking details within the expected dispatch window, please contact us at shipping@shoesstep.com.
6. Shipment Insurance
All shipments coordinated by Shoes Step are covered by standard carrier liability. For high-value wholesale orders, we strongly recommend purchasing additional cargo insurance. Please contact us prior to dispatch if you wish to arrange enhanced coverage, and we will include this in your shipment coordination.
7. Frequently Asked Questions
Where are Shoes Step orders shipped from?
All products are shipped directly from our factory partners in China or Turkey, depending on the product category and sourcing origin. We do not hold warehouse stock — your order is coordinated and dispatched from the factory to your destination.
Which couriers do you use for international shipments?
We ship internationally via DHL and partner freight forwarders. DHL Express is used for time-sensitive deliveries, while consolidated freight forwarding is available for larger volume orders.
How many countries do you ship to?
Shoes Step delivers to more than 170 countries worldwide. If you are unsure whether we can deliver to your location, contact us at shipping@shoesstep.com before placing your order.
What documentation is provided for international shipments?
We provide a full commercial invoice, packing list, certificate of origin, and Free Export Document for applicable international shipments. These documents support customs clearance in your destination country.
How can I track my shipment?
Once dispatched, you will receive a DHL tracking number by email. You can track your order in real time via the DHL website or through the My Orders section of your account.
Can I use my own freight forwarder or courier?
In most cases, shipments are coordinated by Shoes Step through our logistics partners. If you have a preferred freight forwarder you wish to use, please discuss this with us before order confirmation, and we will assess feasibility on a case-by-case basis.
What if the recipient is unavailable at the time of delivery?
If a delivery attempt is unsuccessful, DHL will leave a notification and retain the shipment at the local DHL facility. You should contact the local DHL office directly using your tracking number to arrange redelivery or collection.
Can I change my shipping address after placing an order?
Shipping address changes may be possible before the order enters the dispatch phase. Please contact us immediately at shipping@shoesstep.com if you need to amend your delivery details. Once the shipment has been handed to the carrier, address changes cannot be guaranteed.
How long does it take to prepare an order for shipment?
Ready goods are prepared and dispatched within 5–10 business days of payment confirmation. Custom production orders follow the lead times confirmed on your invoice.
Who is responsible for customs fees and import duties?
All customs duties, import taxes, and clearance fees at the destination are the sole responsibility of the buyer. These are not included in our wholesale pricing unless explicitly agreed in writing.
8. Contact Us
For any shipping, logistics, or customs documentation enquiries, please contact our team directly:
خطوة الأحذية
Jerusalem, Palestine
Email: Info@shoesstep.com
Phone: +972 50 243 3969
Website: shoesstep.com