Refund policy
Returns and Refunds Policy – Steps by Doubleyou
Version: 30 October 2026
- Cooling-off period and right of withdrawal
At Steps by Doubleyou, as a consumer you have the statutory right to withdraw from your online purchase within 14 days without giving any reason.
The cooling-off period begins on the day after you receive the product.
For an order containing multiple products delivered separately, the cooling-off period begins on the day after you receive the last product.
You do not need to give a reason when exercising your right of withdrawal.
- How to notify us of a return
You can withdraw from your order in the following ways:
Through the online withdrawal function on our website.
By sending a clear statement by email to info@doubleyousmallandtall.nl.
Please include your order number and the products you wish to return, if possible.
After notifying us of your withdrawal, you will receive information about the next steps.
- Deadline for returning products
After notifying us of your withdrawal, you have a further 14 days to send the product back.
You are responsible for dispatching the return on time.
Keep your proof of postage and any tracking information until the return has been fully processed.
- Condition of the product
You may inspect and try on a product as you would in a physical shop.
For shoes and slippers, this means you may carefully try them on indoors to assess their size, fit and characteristics.
If a product has been used or handled beyond what is necessary to establish its nature, characteristics and functioning, its value may be reduced. In that case, Steps by Doubleyou may charge you for this reduction in value, to the extent permitted by law.
We recommend:
Trying on shoes and slippers indoors on a clean surface.
Keeping the original shoe box and any labels wherever possible.
Packaging the product carefully to prevent damage during transport.
Preferably placing the shoe box inside an additional shipping box.
The absence of the original packaging does not, in itself, mean that you lose your statutory right of withdrawal.
- Return address
Notify Steps by Doubleyou of your return through the online withdrawal function or by email. Steps by Doubleyou remains your point of contact for handling the return.
For TOKU products, we arrange returns through our fulfilment partner Hertwill. We will provide you with a return label or shipping instructions containing the correct warehouse address. You send the product directly to the warehouse specified in those instructions.
The return address depends on the product. Therefore, do not use our business address in Groningen or Hertwill’s office address in Tallinn as a return address without instructions. Hertwill’s office does not accept returns.
- Return shipping costs
For an ordinary return under the statutory right of withdrawal, the customer bears the direct cost of returning the products.
You can arrange the return shipment yourself through a carrier. Please ask Steps by Doubleyou for the correct warehouse address. We recommend a tracked shipping method so that you can demonstrate that the parcel has been dispatched.
If we arrange a return label for you through Hertwill, we will inform you of the label’s cost before you choose this option. If you arrange shipping yourself, the cost depends on the chosen carrier and destination, as well as the parcel’s weight and dimensions.
For a defective, damaged or incorrectly supplied product, the customer does not bear the necessary costs of handling the issue and returning the product.
- Refund following a return
Following a valid withdrawal, Steps by Doubleyou will refund the amounts due within 14 days after receiving your notification of withdrawal.
We may withhold the refund until:
We have received the returned product; or
You have provided evidence that you have sent the product back.
Whichever occurs first will apply.
The refund will be made using the same payment method used for the original order, unless you expressly agree to a different payment method.
No additional fees will be charged for the refund.
- Refund of delivery costs
If you withdraw from an entire order, you will receive a refund of the purchase price and the original standard delivery costs.
If you chose a delivery method that was more expensive than the least expensive standard delivery option, the difference does not have to be refunded.
If you return only part of your order, the original delivery costs are not automatically refunded. The applicable legal rules and the circumstances of the order determine this.
For an ordinary withdrawal, the customer remains responsible for the cost of returning the products, provided that these costs were clearly communicated in advance.
- Defective, damaged or incorrectly supplied products
Have you received a damaged, defective or incorrectly supplied product? Contact Steps by Doubleyou at info@stepsbydoubleyou.com.
Please include:
Your order number.
A brief description of the problem.
Clear photographs of the product and the damage, if possible.
We will assess your report and seek an appropriate solution in accordance with your statutory consumer rights.
For a justified complaint, Steps by Doubleyou bears the necessary costs of handling the issue. You do not need to contact our supplier or fulfilment partner directly.
Your statutory rights concerning a product that does not conform to the contract remain fully in effect.
- Exceptions to the right of withdrawal
In certain situations, the statutory right of withdrawal does not apply. This concerns only the exceptions established by the applicable legislation.
If a statutory exception applies to a product, this will be clearly stated before the order is placed.
A product cannot be excluded from the statutory right of withdrawal solely on the basis of a supplier’s internal return conditions.
- Exchanges
Would you like a different size, colour or version? Contact us at info@doubleyousmallandtall.nl.
Exchanges are handled by agreement. Depending on availability, this may involve returning the product and placing a new order.
Your statutory rights concerning withdrawal and products that do not conform to the contract remain unaffected.
- Contact
Do you have questions about returns, withdrawal or refunds? Please contact Steps by Doubleyou.
Steps by Doubleyou
William de Vries – Sole proprietorship
Bezettingslaan 138
9728 EL Groningen
The Netherlands
Email: info@stepsbydoubleyou.com
Telephone: 06 87576546
Dutch Chamber of Commerce number (KvK): 99658348
VAT identification number: NL005401857B51
We are happy to help.