Contact information
Customer Support
Our team is here to help with order updates, returns, exchanges, refunds, and general enquiries. For faster assistance, please include your full name and order number when contacting us.
Order Status
Orders are processed within 1–3 business days after payment confirmation. A shipping confirmation email with tracking details is sent after dispatch.
Returns & Exchanges
To start a return or exchange, contact our support email. You will be directed to the appropriate channel and asked to complete a separate form for each product.
Refunds
Refunds can be requested within 30 days of delivery. Once valid proof of postage is provided, the refund can be processed immediately.
Frequently Asked Questions
How long do processing and delivery take? Orders are usually processed within 1–3 business days. Estimated delivery time is 5–20 business days, depending on the delivery location and courier conditions.
How do I start a return or exchange? Please contact support@orthostep-europe.com. You will be directed to the appropriate channel and will receive the required form and return instructions.
Do I need to complete a form? Yes. A separate form must be completed for each product you wish to return or exchange. This helps us correctly identify the item and process your request.
Where should returns and exchanges be sent? All returns and exchanges must be sent to our warehouse in São Paulo, Brazil. The full return instructions and warehouse address will be provided after your request has been reviewed.
Who pays for return shipping? Return shipping costs are the customer's responsibility.
When will I receive my refund? Once valid proof of postage has been provided, the refund can be processed immediately. After processing, funds may take 5–10 business days to appear, depending on your bank, card provider, or payment provider.
How can I contact support? You can contact us at support@orthostep-europe.com. Please include your full name, order number if applicable, and a brief description of your enquiry so our team can assist you faster.
Our support team usually replies within 24–48 hours, Monday to Friday.