5. Frequently Asked Questions
How do I start a return or exchange?
Submit your request through our online Returns Portal:
accounts.thelightstep.com/returns
Requests must be submitted within seven calendar days from the date the order is delivered.
Can I request a return by email or on social media?
No. Returns and exchanges can only be started through the Returns Portal.
For help with an existing request, email us at support@thelightstep.com.
Do I need to send the product back myself?
No. Your request is confirmed immediately in the Returns Portal, and our courier partner iMile will contact you to collect the product free of charge.
Please do not send the product back by yourself. Products sent without a request may be rejected.
What condition must the product be in?
The product must be:
- Unused
- Unworn
- Clean
- In its original condition
- Returned with the original box, tags, accessories, and packaging
Footwear may only be tried indoors on a clean surface.
Can I exchange the size or colour?
Yes, subject to availability.
Submit an exchange request through the Returns Portal and choose another size, another colour, or a different product.
What if the new item has a different price?
If the new item costs more, you pay the difference online when you submit the exchange. If it costs less, the difference is added to your store wallet (never more than what you paid). If the price is the same, there is nothing to pay.
The replacement ships once the original product reaches our warehouse and passes inspection.
What happens if the replacement is unavailable?
We may offer:
- Another available size
- Another colour
- A different product
- A refund where applicable
Who pays the return or exchange delivery charge?
Return pickup is free. The Light Step pays the return delivery charge.
Your first exchange on each order is free. Any further exchange on the same order costs SAR 25.
No exchange charge applies where the product is verified as incorrect, damaged, or defective when supplied.
How long does a refund take?
The refund is submitted after the returned product has arrived, been inspected, and approved.
The time required for the refund to appear depends on the bank, card issuer, payment gateway, digital wallet, Tabby, Tamara, or other payment provider.
How are cash-on-delivery orders refunded?
Cash-on-delivery refunds are added to your store wallet (store credit) linked to your Light Step account. You can use your wallet balance on any future order at checkout. If the product is defective, damaged, or not what you ordered, you can choose a bank transfer instead.
Card, Apple Pay, Tabby, and Tamara payments are refunded to the original payment method.
What should I do if the Returns Portal is not working?
Email:
Include:
- Your order number
- Full name
- Registered mobile number
- Screenshot of the issue
- A clear explanation of the problem
How long does delivery take?
Estimated delivery times are:
- Jeddah: approximately 1 business day
- Riyadh: approximately 2–3 business days
- Other Saudi locations: approximately 2–4 business days
How much does delivery cost?
Delivery within Saudi Arabia costs SAR 20, and it is free on orders of SAR 199 or more.
Can I pay cash on delivery?
Yes. Choose cash on delivery at checkout and confirm it with the code we send to your mobile. A SAR 25 cash-on-delivery fee applies, even when delivery is free.
Can I cancel my order?
Yes. You can cancel an order yourself from My account until the shipping label has been created.
Paid orders (card, Apple Pay, Tabby, Tamara, or store wallet) are refunded straight away to the original payment method; your bank or provider may take some time to show it. Cash-on-delivery orders have nothing to refund.
Once your order has shipped, it can no longer be cancelled. Please receive it and request a return or exchange instead.
What can I do in My account?
Go to accounts.thelightstep.com and sign in with your mobile number (we send a code by SMS or WhatsApp) or your email address. In My account you can:
- See your orders and track deliveries
- Cancel an order before it ships
- Start a return or exchange
- See your store wallet balance
How can I contact customer support?
For order help, email us at support@thelightstep.com. You can also follow us on Instagram and TikTok: @thelightstep_official.
Support hours: Saturday to Thursday, 9:00 AM–9:00 PM
Friday: Closed