Frequently Asked Questions

5. Frequently Asked Questions

How do I start a return or exchange?

Submit your request through our online Returns Portal:

https://thelightstep.com/apps/return_prime

Requests must be submitted within seven calendar days from the date the order is delivered.

Can I request a return through WhatsApp or Instagram?

The official method for starting a return or exchange is the Returns Portal.

WhatsApp, Instagram, Telegram, and email may be used for assistance or questions about an existing request, but the request itself should be submitted through the portal.

Do I need to send the product immediately?

No. Please wait until your request has been reviewed and approved.

Do not send the product before receiving return instructions.

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 select the requested size or colour where available.

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?

Where the request is due to customer preference, incorrect size selection, or a change of mind, the customer may be responsible for applicable collection or re-delivery charges.

Where the product is verified as incorrect, damaged, or defective when supplied, The Light Step will provide the appropriate return-delivery solution.

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.

What should I do if the Returns Portal is not working?

Email:

support@thelightstep.com

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 can I contact customer support?

Email: support@thelightstep.com
WhatsApp: +966 54 214 0973
Telegram: +966 54 214 0973
Instagram: @thelightstep_official
TikTok: @thelightstep_official

Support hours: Saturday to Thursday, 9:00 AM–9:00 PM
Friday: Closed