Returns & Exchanges: How It Works

You can return or exchange any item within 7 days of delivery. It takes about two minutes online, and our courier collects the item from your door for free.

Start a return or exchange

How it works

1. Find your order. Tap the button above and enter your mobile number, email or order number (for example LS4376). We'll send you a short code to confirm it's you.
2. Choose the item. Pick the item and tell us the reason (too small, too big, changed your mind and so on). If it arrived damaged or wrong, add a photo.
3. Exchange or refund. For an exchange, choose another size or colour, or any other product. If the new item costs more, you pay the difference online when you send the request; if it costs less, the difference goes to your store wallet. Or choose a refund.
4. Confirm your pickup address. iMile will contact you to collect the item. Pickup is free.
5. Hand over the item. Put the shoes back in their original box, then pack that box in a bag or carton. Please don't tape or write on the shoe box.
6. Done. For an exchange, your new item ships as soon as the old one reaches us and passes our check. For a refund, we send your money once we've checked the item. You can follow every step on the same page.

Good to know

• Your first exchange on each order is free. Any further exchange on the same order costs SAR 25, and you'll see it before you confirm.
• No exchange charge if we sent the wrong, damaged or faulty item.
• The item must be unworn and clean, with its tags and original box. You can try shoes on indoors.
• Card, Apple Pay, Tabby and Tamara refunds go back to the way you paid.
• Cash-on-delivery orders are refunded to your store wallet, which you can spend on your next order. If the item was faulty or wrong, you can choose a bank transfer instead.
• Order not shipped yet? You can cancel it yourself from My account until the shipping label is created. Paid orders are refunded straight away to the way you paid; cash-on-delivery orders have nothing to refund. Once it has shipped, use a return or exchange instead.

Full details are in our return & exchange policy.

Need help?

Email us at support@thelightstep.com with your order number and we'll sort it out.