Step One Dance Shoes - Frequently Asked Dance Shoe Questions

Can I return a pair of Custom-made shoes?
Why do you charge a restocking fee?
What are my options if I buy a pair of Custom-made shoes and they don't fit?
What is your return policy for Classic shoes?
Are Fantasy shoes returnable?
How do I determine what size dance shoe I need?
How do I measure my feet correctly for a Fantasy Special Order shoe?
Can I "special order" a pair of shoes in a different size than what is offered on your website?
Where do your shoes come from?
Can you explain the different sole types for the Glide Custom Shoes?
What different heel styles do you offer?
How do I care for/maintain my dance shoes?
I'm a vegan/vegetarian, and I want shoes without animal products. Do you have those?
How do I determine shipping and handling costs?
Oops! I made a mistake on my order. Can I cancel or change it?
How can I check on the status of my order?
Help! I tried to place an order but it did not go through, and now there is a charge on my account!
What forms of payment do you accept?
I worry about online fraud. How do I know it is safe to purchase over the Web?
Is it safe to use my credit card on your site?
Do you have a privacy policy to keep my personal information safe?
Can you send me a catalog of your shoes?

Can I return a pair of Custom-made shoes?
YES! We have recently updated our return policy to allow returns of Custom-made shoes! Some conditions apply, so please read carefully: As these shoes are custom-made for you, they are NON-REFUNDABLE, and there are NO EXCEPTIONS. Please make sure you clearly specify the exact size, design, color, and heel-height you desire, as well as any special instructions. CUSTOM SHOES MAY ONLY BE RETURNED (ONE TIME ONLY) FOR EXCHANGE -- NO REFUNDS AND NO EXCEPTIONS! ALL exchanges are subject to a $20 restocking fee per each pair (Oversize shoes -- Size 10 and up for Ladies, Size 12 and up for Men, are $30/pair). (Email us for instructions if you need to exchange.) Exchange is available ONLY ON YOUR FIRST PAIR of custom-made shoes, so that you can have the opportunity to find what size fits best. Special requests, such as Split Sizes, different heel heights, or any other special modification done to one shoe and not the other are NOT EXCHANGEABLE. Exchanges MUST be COMPLETED (shoes returned and new order placed) within 60 days of receipt of shoes. Absolutely NO returns will be accepted after 60 days. If you receive your custom shoes and there is a manufacturing defect, please contact us for instructions on returning the shoes to the manufacturer -- DO NOT return shoes without contacting us first! The defect will be corrected and the shoes returned to you, or you will be mailed out a new replacement pair as soon as possible. Make sure you try on the shoes on a soft, clean surface only. WORN SHOES CANNOT BE RETURNED FOR ANY REASON, so make sure you check your new shoes carefully for any problems before wearing them out on the dance floor for the first time. If you have any questions, please e-mail admin@steponedanceshoes.com.
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Why do you charge a restocking fee?
Several people have asked about our restocking fees. Please note that at this time, we only charge restocking fees on Magic Clearance Shoes, OR custom-made shoes. Most of our in-stock shoes carry no restocking fees (except in the case of large orders returned for refund). Currently, it is nearly impossible to find a custom-made dance shoe that is returnable. Via a survey of our customers, we determined that most people would rather have the option of being able to exchange their custom-made shoes, for a small fee, in order to get a shoe that fits, rather than being stuck with an expensive pair of shoes they are unable to wear. We determined that, by charging a small restocking fee, we would be able to BREAK EVEN on an exchange. For those who have complained about our restocking fees, please be aware that we make NO PROFIT on a pair of exchanged custom shoes! (That is, we only barely cover the cost of manufacturing the shoes, unless in the future we are able to sell the returned pair.) This is purely a service that we offer for the benefit of our customers. If you do not wish to pay a restocking fee, please order a shoe that is in stock. On Magic Clearance Shoes, as these are stocked at our dance studio, and not at a large warehouse with shipping staff, a small restocking fee is charged to cover the cost of staff time and effort, and packing materials for mailing these shoes individually. However, there is NO restocking fee on exchanges for these, and, as always, shipping on the exchange pair is free. If you have questions on this, or any other policies, please feel free to contact us at any time.
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What are my options if I buy a pair of Custom-made shoes and they don't fit?
We do our best to make sure our customers are satisfied. Our Custom shoes generally run true-to-size, and offer many different width options. Unfortunately it does happen that sometimes you will simply get a pair that just doesn't quite fit like it should. If you buy a Custom-made shoe and it does not fit, you may exchange the shoes for any other pair of Custom-made shoes on our site (subject to $20/pair restocking fee -- see above for restrictions), so that you can have the opportunity to find a pair that fits. (Custom shoes may not be exchanged for in-stock shoes.) Just email us for instructions within 10 days of receiving your non-fitting shoes. If you do not wish to pay the restocking fee, you could also see if you have a friend they will fit. These are nice dance shoes, which would make a great gift! You may even be able to see if they fit someone in your dance studio who would be willing to pay you for them. OR: In some cases, you may be able to take the shoes to a local shoe repair store and see if you can have the size adjusted slightly (in the case of sandals that are too wide, for example). We will reimburse you for repair costs up to 20% of the original cost of the shoes, or $20 per pair, whichever is less. (We reserve the right to request a copy of the receipt for the repairs.) If you have any questions about fitting, please feel free to give us a call or drop us an email anytime.
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What is your return policy for Classic shoes?
Return Policy for our CLASSIC designs: (You may also click on "Contact Us" and click the "Return Instructions" button for more detail.) Unused shoes may be returned for refund (minus shipping costs) or exchange within 30 days of shipping, with copy of order confirmation and note stating reason for return. (Shoes marked as Clearance Items may or may not be returnable -- please make note of conditions specified for each Clearance shoe before ordering.) Exchanges will not be charged for shipping of the new pair. Orders of 2 PAIRS OR MORE returned for refund will be subject to $10 restocking fee per each pair, after the first pair. There is no restocking fee for exchanges, or returns of a single pair. (For example, if you order 2 pairs, and return 1 for refund, or return one or both for exchange, there is no fee. If you order 2 pairs and return them both for a refund, you will be refunded, MINUS original shipping costs + $10 fee on the second pair.) Please return shoes to shipping address on original boxes. (*SHOES RETURNED TO OUR OFFICE ADDRESS WILL NOT BE ACCEPTED OR REFUNDED!*) Make sure you try on the shoes on a soft, clean surface only. WORN SHOES CANNOT BE RETURNED FOR EXCHANGE OR CREDIT. Purchaser is responsible for all shipping costs on returns for Classic styles. If returning a Classic style for a refund, your refund will be issued when your returned shoes are received. You should insure all returned shoes, as credit will not be given for shoes lost during shipment. Note: DO NOT REMOVE the stickers on the bottom of the shoes if you are not keeping them! We will no longer accept any returns of shoes with the stickers missing. Shoes returned with the stickers peeled off will be immediately returned to you, and NO REFUND WILL BE ISSUED!
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Are Fantasy shoes returnable?
Yes, in most cases. In-stock Fantasy shoes are refundable (minus shipping & handling), or may be exchanged for any other In-Stock Fantasy shoe, as long as they are unworn (NOTE: they may NOT be exchanged for an in-stock Classic shoe). All returns MUST be received within 30 days of shipping, or there is no refund or exchange. Please contact us BEFORE RETURNING, as shoes returned without an RA Number or to the wrong address will NOT be refunded or exchangeable!! Special Order/Customized Fantasy Shoes are exchangeable only, and follow the same policy as for Custom Shoes (listed above). Fantasy shoes marked as "Clearance" are not returnable.
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How do I determine what size dance shoe I need?
You may have seen many dance shoes sold in English sizes, which differ quite a bit from American sizing (they are about 2 1/2 sizes bigger; e.g. American size 9 1/2 is comparable to English size 7, for Ladies shoes. Men's are 1 to 1-1/2 sizes larger). However, all of our shoes are sold in American sizes, so this should be comparable to your every-day regular shoe size. But, because you need a snug fit for good control on the dance floor, and because your dance shoes will stretch a bit as you wear them, you may want to consider buying your dance shoes a bit smaller than your regular street shoes, especially for open-toed styles. E.g. if you regularly wear a women's size 8 1/2 (American) street shoe, but you find you can snugly but comfortably fit into a size 8 in some brands, you may want to try a size 8 dance shoe. If you buy a dance shoe that is even slightly loose upon first trying it on, it will eventually stretch and become too big for you, possibly causing injury or at least instability on the dance floor. Please be aware that our Classic shoes come from a different manufacturer, so you may not wear the same size in a Custom shoe as you do in a Classic shoe. Remember you may exchange any of our CLASSIC Shoe designs for a different size if they don't fit. Just make sure you try them on on a clean carpet or other clean soft surface! CUSTOM SHOES OR SPECIAL ORDER FANTASY SHOES ARE NOT RETURNABLE, SO PLEASE CORRECTLY MEASURE YOUR SIZE BEFORE ORDERING.
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How do I measure my feet correctly for a Fantasy Special Order shoe?
Print off the Size Chart, which can be found linked from any of our Fantasy shoe pages. (Make sure to measure the 3" mark to make sure the scale is correct.) Follow the instructions on the chart to determine your shoe size. This chart does not measure the width. Fantasy shoes are made in Medium width, but there may be slight variations in width, depending on the style. We do have approximate measurements of the length and width of these shoes, so if you have a question on sizing, just email us, and we'll be happy to help!
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Can I "special order" a pair of shoes in a different size than what is offered on your website?
Custom shoes are available as small as Size 4, or as large as Size 12 for women, and Size 14 for men. There is an extra charge of $7 per pair for sizes larger than Size 10 for Ladies, and $10 for sizes over 12 for Men. For the Fantasy shoes, you can Special Order sizes down to 4 for Ladies, and 6 for Men, or up to 11 for Ladies, and 13 for Men.
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Where do your shoes come from?
Due to popular demand, we now offer three different lines of shoes. Our "Classic" line of shoes are made by StarDance. These fine quality shoes are available in many popular styles and colors, and feature lightweight construction and unique designs that are immediately available. Our "Fantasy" line is made by SoulDancer, the highest-quality dance shoe manufacturer in all of Asia, which offers many fashionable styles, and can also be special-ordered to meet a special need. The "Custom" line is made by Glide - a well-known and reputable US-based manufacturer of custom dance shoes, providing exquisite comfort, and only the highest quality materials and craftsmanship. And our new Magic Custom Shoes are made by Magic Dance Shoes -- we are now the exclusive dealer for these internationally renowned custom dance shoes! No matter what type of shoe you are looking for, we are certain you will find something for you in our many designs, and you may be assured that all of your shoes come with our satisfaction guarantee, and will last you for many dances to come.
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Can you explain the different sole types for the Glide Custom Shoes?
We have several different types of soles available, depending on your needs. Unless otherwise requested, all Custom shoes will come with a regular suede dance sole. You may also order a Pro-Sole, which is a double suede dance sole. This will feel just like a regular suede sole, but it is of double thickness, so it provides more shock absorbancy on the dance floor. It may also be slightly less flexible than a single suede sole. For professional Latin dancers who need an ultra-flexible sole, some of our Custom Latin styles can be made with a Flexi-Sole, which is an extra-thin, super flexible sole to provide the most intimate connection between your feet and the dance floor. A Hard Leather sole is also available if you will need to wear your shoes outside, or for an event where you may not be dancing on the cleanest surfaces. (We still recommend you try to keep the Hard Leather soles reasonably clean, and not get them wet.) Hard Leather Soles are less flexible than the other types. Sole types may NOT be combined, but the padded Poron Inserts may be put into any shoe regardless of sole type. If you have other questions, please email us before placing your order.
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What different heel styles do you offer?
Our Classic line generally comes in Slim or Flare heel. A few styles have Cuban heels. The Custom shoes and Fantasy shoes can be made with a number of different heels, in various heights. To see pictures of the different heel styles, please visit the Glide, Magic, or Fantasy section, and click on the "heels" link from any category page or any shoe detail page. All together, we offer about 30-40 different heel styles! If you need further explanation on any of them, please e-mail admin@steponedanceshoes.com.
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How do I care for/maintain my dance shoes?
A good dance shoe is a necessity for every ballroom dancer, regardless of age or dancing proficiency. Quality dance shoes, like those you'll find on our site, may last for years with proper maintanence and care (depending on their level of use). Most dance shoes are fitted with a soft, suede sole. These soles are fragile, and may be damaged by dirt, oil, or other substances. Therefore, dance shoes should only be worn on a proper and clean dance floor. NEVER WEAR YOUR DANCE SHOES OUT ON THE STREET! The soles of your shoes can be completely ruined by a single trip to the mailbox. Even when dancing on a good, polished dance floor, the soles of your shoes may pick up dirt and wax over time. We now offer shoe brushes to deal with this problem (you can find them in the Accessories category). To keep your soles clean and with the right amount of traction, you should brush them no less than every 2 times you wear them (ideally, before each use). Brush with short, firm strokes, until the sole of your shoe is slightly rough, without any smooth or shiny patches. Think of your dance shoes as an investment. Like any good investment, they take a bit of care and maintanence, but will reward you with lengthy and reliable service.
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I'm a vegan/vegetarian, and I want shoes without animal products. Do you have those?
We get this question a lot.... And the answer is Yes! We now have two options for ordering vegan dance shoes. We stock a limited line of top-quality vegan dance shoes made in the UK, with a synthetic suede sole -- one of the only places you can find these shoes! Just click on "Get Dance Shoes," then click on the "Leather-Free" option in the menu. If you wish to customize your own vegan shoes, you may also place a Special Order for one of the Fantasy shoes, in Man-Made materials, with a Rubber Sole. (Rubber soles are only available on a limited range of sizes and heels, so please read instructions on the order form carefully when selecting your options.)
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How do I determine shipping and handling costs?
We currently ship by United States Postal Priority Mail (UPS for the Glide Custom shoes). If you have an urgent need to receive your shoes more quickly, please request special shipment by Express Mail. Shipping costs for Priority shipping are $10.00 for the first pair, $5.00 for each additional pair per order, and $5.00 for accessories shipped without shoes (accessories are shipped free if purchasing shoes at the same time). For the Classic or in-stock Fantasy styles, your order will be received within 5-7 business days. Express shipping is $25.00/1st. pair, $10.00 each additional. Your order will be received within 2-3 business days (orders placed after 6:00pm EST count as being placed on the next business day). (Please note: Custom or Special Order shoes take longer to receive, because the shoes are made as you order them, and they are manufactured in batches. These shoes take about 4-8 weeks to receive, regardless of shipping method chosen. Therefore we do NOT recommend you choose Express shipping for custom shoes, as it will only shorten delivery time by 1-2 days.) Shipping for exchanges is free within the US. We do ship outside of the US. International shipping costs vary, but generally run about $20-$30 USD for most countries. Any additional shipping expense will be added to your order when it is ready to ship, so you will see an additional charge for the remainder of the shipping over and above the US shipping costs. For exchanges on International orders, the shipping cost for the new pair will be half-price.
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Oops! I made a mistake on my order. Can I cancel or change it?
Most orders may be cancelled within the first 24 hours. For Classic shoes, orders may be cancelled up until they are shipped. (However, especially for Express shipping, this may be less than 24 hours.) For Custom shoes, orders may be cancelled only before they are submitted to the factory for processing (usually 24-48 hours). ALL CUSTOM OR SPECIAL ORDERS ARE SUBJECT TO A 25% CANCELLATION FEE ONCE THEY HAVE BEEN SUBMITTED TO THE FACTORY! However, if you just made a mistake on your order, such as picking the wrong size or color, there is no need to cancel -- just email us or call and let us know, and we will do our best to make sure the error is corrected before your shoes are manufactured and shipped. However, this may not be possible in all cases, so please take responsibility for checking your order before submitting! We are NOT responsible for any order submitted to us incorrectly, and NO REFUNDS will be issued on any order that is incorrect due to customer error. If it is too late to make the change required, or you received your incorrect order already, please contact us to discuss your options.
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How can I check on the status of my order?
PLEASE READ BEFORE CONTACTING US REGARDING THE STATUS OF A CUSTOM ORDER: All custom-made shoes currently take about 6 weeks for processing and manufacturing time -- this does NOT include shipping time. If you wish to inquire on the status of your custom order, for efficiency's sake, please wait to contact us until 6 weeks from order date (or 6 weeks from following Tuesday, for Glide and Magic shoes). In most cases, we will NOT have any update before this time. Occasionally shoes may be done quicker than this, but to be safe and make sure you receive your shoes in time if ordering for a special event or occasion, PLEASE try to order at least 7-8 weeks in advance, to allow for shipping time as well as any unforeseen delays. (Remember that 6 weeks is an estimate, NOT a guarantee. We are not responsible for shoes not received in time, if you did not allow at least 7 weeks for processing, including shipping time. If shoes take longer than 7 weeks to receive, you may be entitled to free shipping on your order, unless you were previously informed of the delay.) Before emailing us, please log in to your account (via the form on the left menu bar of the website), and check for any status updates. If we do receive any updates from the factory while shoes are in processing, we will post them here, as well as shipping confirmation and tracking numbers when shoes are shipped. If inquiring about an order of IN-STOCK shoes, you may email us to check shipping status anytime after 24 hours from placing order. However, please log into your account first and check and see if shipping confirmation has been posted, as we try to post this within 24 hours of shipping if at all possible.
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Help! I tried to place an order but it did not go through, and now there is a charge on my account!
Due to the fact that so many people now bank online, transactions can show up instantly. This has lead to many questions similar to this one. First of all please do not be alarmed! NOTHING has been charged to your account! We do NOT charge a credit card until your order has been shipped, or, in the case of a Custom or Special Order, your shoes are successfully nearing completion and/or are ready to ship. The way that credit cards (and debit cards) work, in order to protect the merchant (us), and the customer (you), the credit card is verified whenever you attempt a purchase. This lets the merchant (us) know that it is a valid payment type, and the customer (you) keep from overdrawing your account, by placing a hold on the funds required for the purchase. There are two instances in which this might occur: 1. You have successfully placed an order. You will see a "Thank You" screen with an order ID, and will receive an order confirmation via email (Note: If you did not see a confirmation/Thank You screen, your order did NOT go through!). The credit card will be verified by the bank, and a hold placed on the funds. If the order is processed and shipped within a day or two, the charge will be completed. If the order is in processing (for example, a Custom order), the apparent charge will disappear within about 2 business days, and your card will be charged when the shoes are ready to ship. 2. The second instance where this might occur is if your credit card was declined or the transaction failed, for any number of reasons --usually a problem with the address match settings. In some cases, your credit card company or bank will still think you made a purchase, and will place a hold ("charge") on your account for the attempted purchase amount, which they see as a "pending" transaction, because they do not know it was declined. However, in this case, OUR merchant bank did NOT receive the order or any funds, and we will have NO RECORD that you ever tried to place an order. In this case, please do not email us asking for a refund, as we don't even have a record that you -- or any of your credit card information -- exist! The failed transaction will drop off your statement within about 2 business days (sometimes 3, depending on your bank). We hope this clears up any confusion! We have no control over this issue -- it is just the way credit cards work, but if you have questions on this, or are having trouble placing an order, feel free to email us.
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What forms of payment do you accept?
You may pay for your shoes by Credit Card, Money Order, or Personal Check. We currently accept Master Card and Visa via a Secure Sockets Layer (SSL) connection. (For more on security, see next question.) When you purchase an item, you will be asked to fill out a form to register you as a customer so that we can verify your payment. If paying by check or money order, you can make it payable to either Step One Dance Shoes, or to business owner Rose Hillbrand, and mail it to the address given on our Contact Us page. Shoes will be shipped on verification of payment, or clearance of personal check. FOR INTERNATIONAL ORDERS: Due to fraud issues, the ONLY form of payment we will accept for international orders is by credit card. For all international orders, your card will be verified AND charged before your order is processed.
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I worry about online fraud. How do I know it is safe to purchase over the Web?
The software we use requires customers to register with us when they purchase for the first time. This protects both the seller and the customer from fraud. Registration is quick and easy, and is only required once. Each customer must select a personal password, which will help ensure against fraudulent use of your credit card. In addition, all merchants using the Charge Merchant Account to process credit cards have passed rigorous credit checks and are required to have a valid business bank account. We have posted some comments from our satisfied customers on our Testimonials page, and we also provide full contact information and many means of contacting us. If you have any other questions about this, feel free to call or e-mail us at any time.
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Is it safe to use my credit card on your site?
Yes. It is very safe. Our store software uses SSL (Secure Sockets Layer) technology to protect your credit card and personal information while being submitted over the Internet. This means your information is encrypted in a secret code while being transmitted. SSL is the universal standard for encrypting communications on the Web. Information is encrypted when you submit it, and decrypted by the financial institution upon receipt, protecting it from interception in transit. In addition, all encrypted data is protected with a mechanism for detecting tampering while being transmitted. This means customers can confidently and safely submit personal data over the Internet, knowing SSL will keep it private and confidential.
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Do you have a privacy policy to keep my personal information safe?
Our privacy policy is simple. We will NEVER sell, rent, or trade your personal information to anyone, ever, for any reason. Your personal information is gathered for 3 main reasons: 1. To protect the seller from fraud (we need contact information to know you really exist). 2. To provide convenience to you, the buyer, on return visits, so you won't have to enter all of your information again. 3. In case we need to contact you regarding your order. (We may also offer a newsletter for our customers in the future, in which case, you will easily be able to opt out of receiving it if you do not wish to.) With regards to your confidential information, such as credit card numbers, and password, they go straight to the credit card processor, over encrypted lines (see previous question), and we, personally, never see them at all.
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Can you send me a catalog of your shoes?
We currently do not carry a paper catalog, as all of our shoe designs may be viewed and ordered on our website. If you are having trouble finding something on our site, please e-mail admin@steponedanceshoes.com and let us know. We will be happy to assist you in all of your dance shoe needs at any time!
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