CONTACT A SHOP AT FORSTEP STYLE

How To Contact A Seller?

If you already made a purchase, you can contact the seller through My Orders and Customer Messages pages. If you have questions about an item before you buy, you can contact the seller through the product page.

Who are sellers?

Each shop on Forstep Style is independent. Shop owners (or “sellers”) are independent businesses who keep their own inventory and manage their own orders.

How To Contact Shop About an Order?

Contacting a seller through Messages is the best way to get information about a product, or after your purchase, resolve any issues you may have had with your order. Each seller manages their own orders, and makes decisions about cancellations, refunds, and returns.

  1. Sign in and go to Your account.
  2. Go to Customer Messages
  3. Choose the order you’re interested in, then select Send Message For This Order under your order.
  4. In the textbox that appears, let the seller know that you’d like to return or exchange an item and click Send Message To Seller
  5. The seller will be notified of the message and can respond.

How To Contact Shop Before Purchasing? 

You can contact that seller directly by:

  1. On a product page, click the Vendor Info tab.
  2. Click the Contact button.
  3. If you aren’t already signed in to your account, you’ll be prompted to sign in. You will need to register a customer account if you do not have an account yet.
  4. Type your question into the textbox.
  5. After you Submit your Message, the seller will be notified and can respond.

Some sellers may choose to publicly leave an email address at their store front as well.

LOGIN FAIL

Fail To Log In / Sign In

To login into your account, please ensure that you have entered the correct email address and/or password. Also, check if your keyboard’s Caps Lock light is on, there aren’t extra blank spaces in the password and keyboard language is correct. If your registered email address and password are correct and you are still unable to sign in successfully, please follow the below steps to set your browsers:

  1. Check if your browser if you have blocked Third-party Cookies option. If the Third-party Cookies option has been blocked, please enable it.
  2. Delete browser cookies
BUYER PROTECTION PROGRAM

How Buyer Protection Program Works

Anyone who purchase on Forstep Style Marketplace receives the following guarantees:

1. Full refund if you haven’t receive the order;

You will get a full refund if the order does not arrive within 90 days following the date order placed or product is significantly different then seller’s description.

How it works: All sellers will set a delivery time with a maximum of 90 days. If customer proves order not received within 90 days, buyer will get a full refund.

Full refunds are not available in the following circumstances:

  • Order did not arrive due to factors within your control (i.e. providing wrong shipping address)
  • Order did not arrive due to exceptional circumstances outside your or seller’s control (i.e. not cleared by customs, delayed by natural disaster or disease)
  • Other exceptional circumstances outside seller and/or marketplace control

2. Refund or keep items not as described

Working with your seller can be the quickest way to resolve an issue, as they may be able to issue a refund to you or help with a return. You can get a full refund if the product is significantly different from the product description, or seller can offer you a partial refund and suggest you to keep the product. Seller may offer you a product replacement as well.

How it works: Each seller sets a return policy to resolve issues where the item is not as described (i.e. who is responsible for return shipping costs and in which cases they are offering refunds). If your item is not as described, you should contact your seller first from your account to discuss a resolution related to the case. If you accept the product and want to keep it, you should negotiate a partial refund. Otherwise, you will get a full refund as established by the seller’s return policy which can be found on product price page (item that you have purchased)

If you’ve tried working with your seller, but still need to file a dispute, please contact our customer service and we will investigate the case further.

Due to the ever changing coronavirus (COVID-19) safety precautions, we currently have limited customer service staffing so wait times might be longer. You can still view answers to frequently asked questions on this page.

Thank you for your patience.

FIND YOUR ORDERS

Find Your Orders

You can check the status of your order, including shipping updates on ‘My Orders‘ page on Forstepstyle.com. If you have questions about your order status, you can contact the seller from your account. 

How to check your order status

You can see the status of your order on the Orders page on Forstepstyle.com. Next to your order ID, you’ll see the shipping status:

  • Unshipped: The seller hasn’t shipped the order yet or didn’t update the order on Forstep Style.
  • Shipped: The seller marked the order as shipped.

If your order says Shipped, but there are no further updates, either:

  • Your order doesn’t include tracking information
  • The shipping carrier hasn’t logged the package’s movement yet
  • The seller hasn’t given the package to the shipping carrier yet

If your order is Not Shipped yet or you have questions about tracking your package, you can contact the seller to check in on the order status.

To find your order:

  1. Sign in to forstepstyle.com
  2. Go to ‘My Orders’.
  3. Find your order on the Orders page.

If your order is marked as Shipped, you can track your order if you have a tracking number. Learn more about tracking your order.

WHEN WILL MY ORDER BE SHIPPED OUT

When My Order Will Be Shipped Out

Each shop is having its own shipping policies, prices and estimated delivery time that varies by country. The estimated delivery date is when your order should arrive to your delivery country. Generally, the estimated delivery date is based on a combination of the processing time for the items you ordered (how long it takes the seller to prepare them for shipment), the transit time (how long the package is typically in transit with the shipping carrier), and today’s date.

To see seller’s processing time, go to Product page > Shipping or go to seller shop page.

The Estimated Delivery Date starts counting from the moment order is shipped, rather than when it’s placed. Therefore, If the seller marks the order as shipped earlier than the expected ship date, the estimated delivery date will be recalculated accordingly.

CANCEL AN ORDER

How To Cancel An Order

To cancel a purchase on Forstep Style Marketplace:

  • Sign in to https://forstepstyle.com/my-account/ .
  • Go to ‘My Orders’
  • Click ‘View Order Details’
  • Find ‘See Order Messages & Notification’
  • Click ‘Send Message Regarding this order’
  • Request that the seller cancel the order and click Send.

Accepting your request is up to the individual seller. Submitting a cancellation request doesn’t automatically cancel your order.

All items on forstepstyle.com are sold by professional sellers. Each seller has their own set of policies that you can find on their shop homepage or item purchase page. Check the shop’s homepage to see their cancellation policy.

If you have purchases as a guest, you can cancel the purchase without an account

You can contact the seller by going to “Contact Shop” tab from the product page (product that you placed). Then, click on “vendor name” and go to their store front where you will see a contact button.

If you want to create an account and cancel your order, find the receipt that was emailed to you after your purchase. Click the order number, and you’ll be taken to Forstepstyle.com where you’ll be prompted to create an account. Then, follow the instructions to cancel your order.

can't find my order

Cannot Find My Order

You can find the orders you purchased with your customer account on Forstep Style:

If you can’t find an order on your purchase page, you may have:

To check if you ordered with a different account:

  1. Go to forstepstyle.com/my-account
  2. Click ‘Account Details’ settings.
  3. See which email address is associated with this account.
  4. Then Sign out.
  5. Now, click ‘Sign in’ and try signing in with one of your other email addresses.

If you paid with PayPal, you may have used your PayPal email address to create an account. You may need to reset your password. If you don’t have a Forstep Style account associated with that email address, you’ll see an error message.

Go to ‘My Orders’, then ‘View Order Details’ to check if this is the account you used to make the order.

ORDER IS NOT SHIPPED

Why Is Status ‘Unshipped’

You can check the status of your order ‘My Orders’ section from your purchase account. Next to your order ID, you’ll see the shipping status:

  • Unshipped: The seller hasn’t shipped the order yet or didn’t update the order on Forstep Style.
  • Shipped: The seller marked the order as shipped.

If your order says Shipped, but there are no further updates, either:

  • Your order doesn’t include tracking information
  • The shipping carrier hasn’t logged the package’s movement yet
  • The seller hasn’t given the package to the shipping carrier yet

If your order is Not Shipped yet or you have questions about tracking your package, you can contact the seller to check in on the order status.

To find your order:

  1. Sign in to forstepstyle.com
  2. Go to ‘My Orders’.
  3. Find your order on the Orders page.

If your order is marked as Shipped, you can track your order if you have a tracking number. Learn more about tracking your order.

ORDER STATUSES

What Is The Status Of My Order?

You can see the status of your order on the Orders page on Forstepstyle.com. Next to your order ID, you’ll see the shipping status:

Unshipped: The seller hasn’t shipped the order yet or didn’t update the order on Forstep Style.

Shipped: The seller marked the order as shipped.

If your order says Shipped, but there are no further updates, either:

  • Your order doesn’t include tracking information
  • The shipping carrier hasn’t logged the package’s movement yet
  • The seller hasn’t given the package to the shipping carrier yet

If your order is Not Shipped yet or you have questions about tracking your package, you can contact the seller to check in on the order status.

To find your order:

  1. Sign in to forstepstyle.com
  2. Go to ‘My Orders’.
  3. Find your order on the Orders page.

If your order is marked as Shipped, you can track your order if you have a tracking number. Learn more about tracking your order.

FIND TRACKING CODE

Why Isn’t There Tracking Code For My Order?

If you ordered from Forstep Style, you may have tracking information for your package. You can check the status of your order from your account. Next to your order, you’ll see the shipping status:

  • Un-Shipped: The seller didn’t shipped the order yet or didn’t update the order on Forstep Style.
  • Shipped: The seller marked the order as shipped and a unique tracking code has been created.
  • Delivered: The seller marked the order as delivered.

If your order says Shipped, but there are no further updates, either:

  • Your order doesn’t include tracking information
  • The shipping carrier hasn’t logged the package’s movement yet
  • The seller hasn’t given the package to the shipping carrier yet

If your order is Not Shipped yet or you have questions about tracking your package, you can contact the seller from your account to check in on the order status.

If your order is Shipped, you can track your order if you have a tracking number.

To find your order:

  1. Sign in to your account
  2. Go to Orders
  3. Find your order on the Purchases page.

HOW TO MAKE A RETURN

How to Request a Return or Exchange?

If you’re unsatisfied with the product received, you may be able to return or exchange your order depending on the shop’s policies. To request a return, return label, or exchange, contact the shop directly:

  1. Sign in to Forstepstyle.com and go to Your account.
  2. Go to Customer messages,
  3. Find the order you like to return and click ‘Send Message For This Order’
  4. In the textbox that appears, let the seller know that you’d like to return or exchange an item and send the message.

The seller will be notified of the new message and can respond there, as well.

Sellers aren’t required to accept a return or exchange unless stated in their shop policies. You can find the shop’s policies on the listing page under Shipping & returns tab. If the seller is willing to accept this return, be sure to settle on these details in a message before returning the item:

Where you should send it

Ask the shop about the shipping method preferred, as well as the time frame in which they wish to receive it back. You may also ask who will be responsible for the cost of return shipping, if not written in the shop’s policies.

What are shop policies?

Each seller on Forstep Style is responsible for their own policies regarding refunds, exchanges, and returns. Policies vary from shop to shop.

Before purchasing, review the shop’s shipping and refund policy. You can find the shop’s policies on the listing page under Shipping & returns, or by clicking Policies at the top of their shop homepage.

Specific questions about a shop’s policies are best answered by the seller. Contact the shop with any questions about their policies.

What should I do if the seller doesn’t accept returns?

If the seller doesn’t accept returns, you may be able to open a case with us. You can open a case if your order wasn’t as it was described on Forstep Style.

What if I disputed a charge or filed a chargeback?

If you filed a chargeback for an order or otherwise disputed a charge with your financial institution, the seller will not be able to issue a refund on Forstep Style. This is because only one method of credit can be issued.

You will need to contact the financial institution where the dispute was filed for further information about a credit. Financial institutions include local banks, credit card companies, and PayPal, and usually pertain to the original payment method.

FINDING YOUR REFUND

Finding Your Refund

If a refund request has been requested by your seller, your order status should be changed to “refunded”. If you haven’t already, be sure to contact your seller directly to ask about your refund.

To send a message to your seller:

  1. Sign in to Forstepstyle.com and go to your customer account.
  2. Go to Orders and click “View Order Detail”
  3. Type your message within the textbox and click “Send message to seller”

If you checked out as a guest, you can contact the seller by going to listing page < contact shop < seller store page.

If You Paid with a Credit Card Directly on Forstep Style:

After your refund has been issued, it may take 2-5 business days to appear on your credit card statement. Occasionally, refunds issued to non-US credit cards can take up to 30 days to appear.

A credit card refund can only be issued to the card used for the original purchase. It’s not possible to have your refund issued directly to a different card.

If You Paid via PayPal:

If you’re waiting for a refund through PayPal, double check your PayPal account and ask your seller directly about the refund.

If you paid using a credit card without signing in to a PayPal account – using PayPal Guest Checkout – the money will go back to your credit or debit card. It can take up to 30 days for the refund to show up on your card statement.

DELIVERY TIME

Delivery Time

Processing days is the time needed for your seller to prepare and ship out the package.

On the other hand, the delivery time starts when the delivery company collects the ready-to-go package from your seller. (order received by carrier)

It corresponds to the time needed by the delivery company to deliver your package to the shipping address you left at checkout page.

We will notify you by email when your order will be shipped out by your seller.

TO SUMMARISE:

Delivery Time = Processing days + carriers delivery period

WRONG SHIPPING ADDRESS AFTER PLACING ORDER

How To Change a Wrong Shipping Address

If you left wrong delivery address at checkout, or you misspelt the address to send a gift to, don’t worry! You can change to the correct address for your order before it’s shipped, as long as the new address is not in a different country. If you placed an order with an incorrect shipping address, first check that your order hasn’t shipped yet:

1. Sign in to forstepstyle.com.

2. Click the Orders  > Find Orders

To the right of your order status, you’ll see either Shipped or Unshipped

My order is Not Shipped yet

If your item is Not Shipped yet, you can contact the shop to update your address on the order or cancel your order. You can then re-order the items with the correct shipping address.

Learn how to contact the shop.

My order was already Shipped

If your item is Shipped, check the seller’s policies to see if they are able to offer a replacement or refund. Each seller has their own policies that are on their shop homepage. Contact the shop to request a replacement or refund.

Change the shipping address during checkout

1. Add an item(s) to your cart.

2. Click Cart.

3. See item details and choose shipping options

4. Click Proceed to checkout.

5. Sign in to your account if you haven’t already, or click simply continue with the checkout process as a guest.

6. Under Shipping address, check that the address you want your order shipped to is correct. If it isn’t correct, click Change.

7. Click Place your order.

Change the shipping address to a different country

If you need the shipping address on your order changed to a one in a different country, you’ll have to cancel your order and place it again with your new address.

processing time

What is Processing Time (Processing Days)

Sellers can specify a processing time for items they sell. The processing time may vary from 1 day to several week (different shops, different policies). If the seller specified a processing time, you can see that on the item listing page under Shipping and return policy. You’ll see ‘Ready to ship in XX days’. The number of days is the processing time.

One item in an order: If the processing time for your item is a range, like “3–5 business days,” we use the end of the range to determine when you can open a case or leave a review. In the example above, we’d use 5  business days.

GUEST CHECKOUT

Guest Checkout (Checkout Without Creating A Customer Account)

You can buy most items on Forstep Style without creating an account. If you purchased an item as a guest, we automatically creating you an account for the checkout purpose. Since we are sending the automatically generated account details to your purchase email, please follow the steps:

  1. Go to your order confirmation email (subject: A Friendly Notice To Update Your Password).
  2. Follow the steps to change your password.
  3. Click ‘Set Up New Password’
  4. Your order is automatically connected to your Forstep Style account

Contacting a seller

You can contact your seller by entering your automatically generated account. When you send a message to your seller, it will be sent to them via email and message will appear within the chat tool.