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Old Order
What’s the status of my order?

If you ordered from Forstep Style, you may have tracking information for your package. You can check the status of your order on the Orders page from your 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.

Where can I see my 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 my order will be shipped?

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 Item 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.

How to cancel my 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.

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 ‘My Account’ 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.

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.

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.

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 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

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.

How to leave a review or report a problem with an order?

You can leave a review after the date your order should arrive (arrival date). The estimated delivery time promised by the shop is listed on your purchase page, next to your order status:

Leave a review

After the date your order should arrive, you have 15 days to leave a review or open a case. You can only leave a review from your customer account.

Processing time

Sellers can specify a processing time for items they sell. The processing time can vary from 1 days to several weeks. 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.

 

Several items in an order:

We use the longest processing time for any item in your order. If you purchased one item with a 3 business day processing time and an item with a 1-week day processing time, we’d use 1 week days.

 

No specified processing time:

If the seller hasn’t set a processing time, we use a 5-week days processing 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

Placed an order as a guest. Where can I find my order?

You can buy most items on Forstep Style without creating an account. If you purchased an item as a guest, and want to create an account, you can claim that order.

  1. If you have an issue with your order, get in touch with the seller first.

If you can’t find your email receipt

First, check your spam or junk mail folders to see if the receipt ended up there. You can also search your email inbox for emails from @forstepstyle.com.

You’ll receive an email receipt at your email for each shop that you purchased from. If you have a question for a seller, you can contact them by accessing your automatically generated account.

How to access your automatically generated account

Immediately after your purchase, you will receive an email from @forstepstyle, along with your username and automatically generated password. We kindly advice to change your password and set up your own instead.

How to track order made as a guest

When your order ships, you’ll receive a shipping confirmation email from Forstep Style. If the seller has provided a tracking number, there will be a ‘Track My Order’ button at the top of the email.

We encourage you to reach out to the seller directly if you experience an issue with your order. Sellers can solve most problems with orders. If you need to report a problem to Forstep Style, you’ll need to create an account and claim your order.

 

Forgot my password. How to reset a new one?

If you have forgotten your password, please click Lost Your Password to reset it. You will receive an email instruction to set up a new one instead.

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 from the device

Guest Checkout

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.

Where to find an invoice

  1. Log in to your email account (the email you used at checkout)
  2. Find payment confirmation email from @forstepstyle
  3. Download the invoice attached within

 

Why can’t I create an account?

Keep in mind you can check out as a guest instead of creating an account, if you want to purchase on Forstep Style.

If you can’t create an account, it may be due to a firewall on your internet connection preventing access to certain websites and functions. For example, libraries, businesses, or public Wi-Fi may have restrictions on what you can do on their connection.

Please try creating an account from a different internet connection, or, if you’re using a mobile device, try using your mobile data plan to access Forstep Style.

If the problem persists, it’s possible the email address won’t be able to be used to create an account.

If that’s the case, you may be able to register with a different email address.

How to improve account security?

  1. Set a secure password

* Use a combination of letters or numbers? e.g. fmea35pfo667, with no spaces between

* Use multiple words and numbers without spaces? e.g. improvemyaccount895

* Never use single words that can be found in any dictionary? e.g. manager or business

* Never use personal information others can easily obtain or guess? e.g. your name, sure name, or birth date

* Never use your email address as the password

* Never use common passwords? e.g. 123456 or ABCDEF

2. Sign in to ForstepStyle.com regularly and don’t forget to sign out

3. Be cautious when you receive requests for private or sensitive information

Never click on links in emails to access ForstepStyle.com web pages if you suspect the message might not be from us. Avoid filling out forms in email messages or respond from requests from sellers that ask for your personal information, such as your Member ID, password and credit card information. Most sign-in pages can be identified by addresses that begin with http://login.forstepstyle.com/

Where is my order?

If you ordered from Forstep Style, you may have tracking information for your package. You can check the status of your order on the Orders page from your 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.

Made an order as a guest (guest checkout)? We do accept guest checkout orders. This means that, even if you made a purchase without creating an account at Forstep, you still have a customer account which was automatically created right after you placed your order.

To sign in to your automatically generated customer account, please find an email from @forstepstyle along with the following details:

  • Username (purchase email)
  • Automatically generated password:

Then, login to your account and enter the details to access your account.

 

How do I track my order?

Currently, there are 3 ways to track your package:

  1. You can sign in to ‘My orders > Fin Your Order. After your Seller has shipped your order, and provided the tracking number, and click on the “Track Order” to view the shipping status.
  2. You can visit the official website of the shipping company that was used to ship out your order (shipping URL), and track your order by entering the tracking number in the relevant field.
  3. You can also contact our Customer Service team, or reach out your Seller to learn about the process of order tracking

How long will It take for my order to be delivered?

Normally, your order will be delivered between 5 to 35 business days, and the delivery time will depend on the following factors.

  1. Item Processing Time: The processing time is the time it takes for the seller to prepare the item(s) for shipment. There are different processing times for different items depending on product category and volume. Usually it is around 3 to 15 working days—specified by seller according to the item’s stock status.
  2. Shipping Method: Delivery time varies with shipping method. Time in transit varies depending on where you’re located and where your package is coming from.
  3. 3. Covid 19 Delays: Shipping carriers may experience delays which may cause sellers to experience an inability to timely shipped out your order. If you know the shipping carrier your seller used, you can check to see if and how their service may be affected on their official websites. Please have patience as majority of international shipments aren’t updated due to the pandemic situation and countries’ entry policy restrictions.

Please note that due national holidays or force majeure factors, shipping time frames may be delayed, and you will need to contact the seller for further details regarding the delivery status of your order.

If you want to contact a seller before you make a purchase, you can do so by clicking the “Message Seller” from your account. For pre-sale questions, navigate to their store front and click the “contact” button.

What’s the status of my order?

If you ordered from Forstep Style, you may have tracking information for your package. You can check the status of your order on the Orders page from your 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.

When my order will be shipped?

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 Item 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.

How much does shipping costs?

All carrier services and shipping costs are set by the Seller. However, we ask seller to offer both “free delivery” and “express delivery” for international orders. You can contact your Seller directly to obtain the relevant shipping cost, and any other shipping information. You can also view estimated shipping time, and cost on card and checkout page.

One point should be noted that due to the different requirements of each country’s Customs, you may need pay import duties, you can ask the local custom or your seller.

If you think your shipping cost is high, you can contact your Seller to request an alternative shipping method, or a reduction in the shipping cost.

Shipping options and methods

Each seller on Forstep Style determines their own shipping methods and prices, and whether or not they offer expedited shipping options.

HOW TO FIND SHIPPING OPTIONS?

If a seller offers different shipping options automatically through Forstep Style, you’ll see seller’s Shipping options within the Card section to the right of the item in your cart. Click one of the options to choose a faster shipping.

Check the shipping tab in the product overview on a product listing page.

If you’d like to ask directly about which methods a particular shop offers, contact the seller by clicking the contact button on a product listing page using our messaging system.

Why cannot the product be shipped to my country?

All courier services are set up by each seller individually, meaning different shops, different polices. We kindly suggest you to directly contact your seller to check why the goods cannot be delivered to your country.

To contact a seller, go to:

For Presale questions: Item page < Vendor Info < Contact shop < Submit Your Message

If you have already purchased: Your Account < My Orders < Find Your Order < View Details < Send Message For This Order;

How to change wrong shipping address after placing an order?

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.

My tracking is not valid

On the day that your order is ready to ship, your seller will assign a unique tracking number. Until logistics scan that number and loads it into the truck, it will show up as invalid.

For an international express delivery methods (FedEx, DHL…), your seller might provide you with 2nd, redirected tracking number for the same order.

What is an Estimated Delivery Time (EDT or ETA)?

The estimated delivery date is when your order should arrive. 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.

Processing time + Carrier transit time + 1 day = Estimated Delivery Date

For example: If seller’s processing time for an item you purchased is 3-5 business days, and the transit time for the shipping method you chose is 4 – 35 days (depending on shipping method, fast or free international delivery), your estimated delivery date is around 40 business days from today. 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.

Why isn’t there tracking information 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 on the Orders page from your 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.

What to do if I didn’t receive my order?

If you haven’t received your order, you should check if the shop shipped your order yet. To check if your order was shipped:

  1. Login to forstepstyle.com, click the My Account > My Orders.
  2. To the right of your order, you’ll see either Un-shippedShipped, or Delivered.

 

My order is Not Shipped yet

If your order is Not Shipped yet, contact the shop to see when the seller will ship your order.

Estimated Delivery Time includes processing times that the sellers set to let you know how soon they can ship the order. Check the processing time or estimated delivery date to know when the item should have been shipped.

 

To contact your shop, go to:

  1. Your Account < My Orders < Find Your Order < View Details < Send Message For This Order; or
  2. Item page < Contact shop < Click on “Vendor” < Contact

 

My order was already Shipped

If your order has been Shipped, check if the seller added tracking information. Tracking information is provided by the shipping carrier and usually provides updates on where your order is in transit. Updates frequency may vary from carrier to carrier.

If no tracking information was provided (even order is marked as Shipped) contact the seller to see if they have tracking information for your order. If your order is ‘Unshipped’ or ‘Shipped’ and no tracking information was provided, you may want to open a case.

 

My order was Delivered (Completed)

If your order is Delivered but you haven’t actually received the item, there are a few things you can do.

  1. Check with neighbors to see if the package was delivered to them accidentally.
  2. Contact your local post office for help locating the package. Provide them with the tracking number, shipping service name, and your shipping address. You may have to reach out to the seller to get some of these details.

Ask the seller if they’ll assist you by opening a claim with the shipping service.

Get faster shipping

Each seller on Forstep Style determines their own shipping methods and prices, and whether or not they offer expedited shipping options.

HOW TO FIND SHIPPING OPTIONS?

If a seller offers different shipping options automatically through Forstep Style, you’ll see seller’s Shipping options within the Card section to the right of the item in your cart. Click one of the options to choose a faster shipping.

Check the shipping tab in the product overview on a product listing page.

If you’d like to ask directly about which methods a particular shop offers, contact the seller by clicking the contact button on a product listing page using our messaging system.

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.

How to contact Forstep Style support?

If you have questions about an item or order, your seller is the best person to help you.

To contact Forstep Style’s customer service, click the Contact support button below and we can help you with account, shop, or purchasing issues. If you have already made a purchase, please specify the order ID in order to provide you with quicker customer service.

I have a question or problem with my order

If you have questions about a product or order you purchased, you can contact the seller. The seller is the best person to help you if you need to:

  • Check your order status
  • Update your shipping address
  • Make a change to your order
  • Request a refund, return, or exchange
  • Request a cancellation
  • Or if you have any other question about your order

How to contact a shop?

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 For Pre-Sale Questions? 

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.

How to purchase

To purchase an item on Forstep Style:

  1. Find an item you want to purchase.
  2. Choose the options you want for that item, if applicable.
  3. Click Add to cart.
  4. Enter your shipping address to choose a shipping method offered by the shop
  5. Take any of these optional steps:
  • Add a note to the seller.
  • If you have one, apply shop coupon codes. Coupon codes are unique to specific shops which are selling on Forstep Style Marketplace.
  • Choose your preferred payment method (Credit card, PayPal, Google Pay or Apple Pay)
  • Review your order to check that your information and order are correct.
  • Click Place your order.
  • If your payment card is registered within Europe, your payment provider will ask for a double verification to complete the payment.

When you buy on Forstep Style, you’re purchasing from individual shops. If you have any questions about an item or order, reach out to the seller.

What payment cards do you accept?

Currently we accept all major credit cards from Visa, Mastercard, Maestro, American Express, Discover, JCB and Union Pay. We also accept PayPal, Google Pay and Apple Pay.

Guest Checkout

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.

Why was my credit card declined during checkout?

There are several reasons why your credit card payment may not have been processed when checking out on Forstep Style.

Check each of these issues and how to solve them:

  • Update the payment information for your order
  • Authorize the transaction with your bank
  • Check that you’re within your daily withdrawal limit
  • Register your prepaid credit card
  • If you’re in the EEA: Check your security authentication answer
  • Use a different payment method

If your card still isn’t approved after trying these steps, please contact your bank or credit card provider for further assistance.

I am trying to pay with PayPal

Credit card payments can also be processed through PayPal. If you’re using PayPal, contact PayPal directly for more information, or select a different payment method (if available).

How The 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

 

  1. 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.


 

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