UP2STEP (up2step.com) has a 4.1 out of 5 rating on OK.one, based on 101 user reviews collected here. It is listed under Shopping & Fashion and its reputation is good. 21% of reviews are 1 star, a relatively high share; The business has replied to 96% of negative reviews; Reviews mostly discuss Product, Quality, Customer service. Last updated 2026-09-06.
What reviewers say
AI generated
Reviewers had a great experience with this company. Customers frequently praise the beautiful product design, highlighting that the shoes are exceptionally comfortable, well made, and perfectly match their online expectations. Many people also note that customer service is often prompt and incredibly helpful when addressing sizing questions or managing smooth product exchanges.
However, some reviewers were not happy with delivery times, mentioning that shipments took much longer than expected or faced unexpected transit delays. A few other people also felt that customer support could be improved, noting significant difficulties when trying to reach representatives or resolve problems. Additionally, a small portion of buyers experienced issues with item quality or sizing consistency upon arrival.
Auto-generated from all reviews of this business. For reference only.
⭐⭐⭐⭐⭐ I absolutely love these boots!
I fell in love with these boots as soon as I saw them, so I was really disappointed when the first pair turned out to be a little too big for me.
I normally wear EU 38.5, and when I am unsure about the size or when buying sneakers, I usually take EU39. My longer foot is about 25 cm.
I initially ordered US9 / EU39 (factory size CN40). The boots looked amazing, but when they arrived, I realised that they were a little too long and slightly loose around the heel. I measured the inner length and it was approximately 26 cm.
I contacted customer service, and this is where I was really impressed. We exchanged quite a few emails about the sizing. They offered to send me a replacement one or two sizes smaller, although unfortunately they could not give me exact measurements for the inner length of the different sizes. I decided to take the risk and chose one size smaller, US8 / EU38 (factory size CN39).
And it was the right decision! ❤️ The replacement arrived and fits me perfectly. I am so happy that I decided to give them another try instead of giving up on these boots.
For anyone considering this model, my measurements might be helpful: I have a 25 cm foot, and EU38/CN39 fits me perfectly, while EU39/CN40 was approximately 26 cm inside and was too long for me. Of course, everyone’s feet are different, so I would recommend checking the measurements if possible, especially if you are between sizes.
I also want to say something about the customer service because they really deserve it. They were very responsive throughout the whole process, answering every email either the same day or the next day. They also sent me tracking information for both shipments, so I always knew where my packages were.
Most importantly, they didn’t just tell me to deal with the wrong size myself. They offered a free replacement and made sure I had the opportunity to find the right size.
Now that I finally have the boots that fit, I am really, really happy with them. They are even better than I hoped, and I can’t wait to wear them! 🖤
Thank you for the great boots and for taking such good care of your customer. I would definitely order from you again! ⭐⭐⭐⭐⭐
I would like to highly recommend Up25Step. The shipment arrived very quickly. Helping employees on an ongoing basis. I received an answer to every question in no time. The shoes themselves are beautiful and very comfortable. I recommend :)
What a joke. First-they mail from china not.delawre like it said when I looked it up. So they take forever to arrive. Second the shoes don't look like they do on line. Third- they make it very difficult to return. You need to email and talk to a "support"person. They do not respond right away. They make every excuse to keep so e of your money. All other online shoe stores I have tried make returns easy. Do yourself a favor and DO NOT buy shoes from this company
Reply from UP2STEP2026-08-13
Hi MARGIE,
Thank you for sharing your honest feedback with us. We sincerely apologize for any frustration you've experienced.
Regarding the shipping origin, this order was shipped from our warehouse in China. While our website may refer to U.S. distribution points for logistical coordination, the actual dispatch originates from our facility overseas. We understand this may have caused confusion, and we regret any misunderstanding regarding the delivery timeline. The delivery timeframe from dispatch to arrival falls within our standard shipping window. As for express shipping, we regret to inform you that this option is currently unavailable, which is why it did not appear during checkout. We truly understand that faster delivery would have been preferable, and we are sorry for any inconvenience this may have caused.
If the shoes you received do not match the product images shown online, we kindly ask that you send our customer service photos of the actual item. Our customer service team will carefully review them and determine whether a wrong item was sent. Please rest assured that we take such matters seriously and are committed to resolving them.
Regarding returns, we follow standard online retail procedures that require customers to contact our support team to initiate the process. We kindly ask for your understanding that our agents respond only during business hours and handle inquiries in the order they are received. While we strive to reply within 24 hours on working days, during peak periods there may be slight delays — but we always ensure every email is addressed within this timeframe.
We genuinely appreciate your feedback and are continuously working to improve our return process and overall service. If you have any further questions or would like to proceed with a return, please don't hesitate to reply to our customer service— we are here to help.
With warm gratitude,
The Up2Step Team
I ordered two pairs of Maryjane party shoes,one in silver ,the other pair gold ,both arrived beautifully packed packed and were a perfect fit.
They were also very well made ,good value for the price,very happy with purchase 😊
Reply from UP2STEP2026-08-07
Hi Heather,
Thank you so much for your lovely review!
We're absolutely delighted to hear that both pairs of Maryjane party shoes arrived beautifully packaged and were a perfect fit. It's wonderful to know that you found them well-made and great value for the price — that's exactly what we aim for! 😊
We're so happy you're pleased with your purchase, and we hope you have many occasions to sparkle in your silver and gold shoes! We'd love to welcome you back anytime.
With warm gratitude,
The Up2Step Team
Ordered 2 pairs of the Oxford shoes. When the shoes came, I was out of town for work so I was delayed in trying them on. When I finally tried them out, they were too small and I was outside of the return window. I reached out to them and explained the situation. They were understanding, and offered to just replace the shoes with a bigger size. I went with this option and recently received the shoes which now fits great. I was nervous at first as I thought money was just wasted. But Up2Step definitely exceeded expectations in making this a great outcome. I will purchase again.
Reply from UP2STEP2026-08-07
Hi Jacq,
Thank you so much for sharing your experience with us!
We're so happy to hear that the new pair fits you perfectly now. Knowing that we could turn your initial worry into a great outcome truly means a lot to us.
We truly appreciate your trust and your kind words — and we can't wait to welcome you back for your next pair!
With warm gratitude,
The Up2Step Team
I ordered a shoes 37, but I got 38 and after several weeks - the quality was terrible also. it was my mistake to ignore other comments
Reply from UP2STEP2026-08-07
Hi Celine,
Thank you for sharing your feedback with us. We truly appreciate your honesty and are sorry to hear that the shoes did not meet your expectations.
To help us better understand your situation, could you kindly confirm if this concern is related to order number 5510002535? We would like to clarify that there is a slight difference between EU sizing and the factory sizing we use. The production is based on CN sizing, which generally runs one size larger than the EU equivalent. This means that the size you received is actually the correct corresponding size based on our system — not a shipping error.
We take your feedback very seriously, and we will have our customer service team review your order and reach out to you personally to offer a proper solution. In the meantime, you are also very welcome to contact our support team directly — we're here to help.
Once again, we apologize for the inconvenience and truly appreciate you giving us the chance to make things right.
With warm gratitude,
The Up2Step Team
Quality for the price. Nice design. A bit long to arrive, but it is a detail.
Reply from UP2STEP2026-07-23
Hi Lolo,
Thank you for your honest and balanced feedback!
We're glad you're happy with the quality and design for the price. We also appreciate your patience with the delivery time — we're always working to improve our shipping speed.
With warm gratitude,
The Up2Step Team
I loved the shoes I ordered. They took a lil longer than I expected to come but it was worth the wait. I’d order again. Great product and very comfortable. It was easy to order from them also
Reply from UP2STEP2026-07-23
Hi MsRozzel,
Thank you so much for your kind review!
We're really happy to hear that you loved your shoes and found them comfortable. We know shipping took a little longer than expected, and we truly appreciate your patience — it means a lot that you felt it was worth the wait. We're also glad the ordering process was smooth for you. We'd love to welcome you back anytime!
With warm gratitude,
The Up2Step Team
I recently ordered a ppair of black knee length boots with 4" heels, in a Size 10 UK. From the start of the order to the eventual delivery of just 12 days, and to the quality, comfort and fit, i Will be ordering again and would recomend this site to especially x-dressing men. Thank u Up2Step.
Reply from UP2STEP2026-07-23
Hi Jamie,
Thank you so much for sharing your experience!
We're absolutely thrilled that your boots arrived in just 12 days and that you're happy with the quality, comfort, and fit. It means a lot to us that you'd recommend our site, and we're honored to have earned your trust. We look forward to serving you again!
With warm gratitude,
The Up2Step Team
I ordered the shoes for my granddaughter Bianca. I am so pleased with them and the style. Most of all, Bianca absolutely loves the shoes and can’t wait until Prom night!!! Thank you UP2STEP!!!
Reply from UP2STEP2026-07-23
Hello,
Thank you so much for choosing Up2Step for such a special occasion!
We're delighted that Bianca loves her shoes and that they're adding to the excitement for prom night. Knowing we could be part of such a memorable moment truly warms our hearts. We hope she has a wonderful time and we'd love to help you again in the future!
With warm gratitude,
The Up2Step Team
I've bought twice from this company. Ship times are somewhat long but so worth the wait. The first pair fit perfect, very comfy and very well made. The 2nd pair was too small and they exchanged them for a larger size. Customer service was awesome and dealt with the exchange in a timely order.
Reply from UP2STEP2026-07-23
Hi Lori,
Thank you for being a repeat customer — we truly appreciate your trust in us!
We're so glad your first pair fit perfectly and that our team was able to help with the exchange for the second pair. Knowing that you found our customer service awesome and timely really encourages us to keep improving. We're grateful for your patience with shipping and can't wait to serve you again!
With warm gratitude,
The Up2Step Team
They refused to send me a return label. They have the worst customer service. The pair of shoes I received smelled so bad of industrial fumes. Shame on this company for even existing!
Reply from UP2STEP2026-08-08
Hi Bonnie,
We are truly sorry to hear about your experience and sincerely apologize for the frustration you've encounctered. We completely understand your disappointment regarding the return process of the shoes — this is certainly not the experience we want any of our customers to have.
We would like to clarify that we do accept returns and refunds in accordance with our return policy, and we regret if this was not clearly communicated to you. We also understand that choosing the right size online can sometimes be challenging, as foot length is a reference — factors such as foot width, shape, and the specific shoe style can all affect fit. While we strive to provide accurate sizing guidance, we recognize that occasional fit issues may occur.
After reviewing your case, we can confirm that our customer service team has already issued a refund to you. We did our best to reach a fair resolution. We are sorry that the process was not as smooth as we would have hoped.
We truly appreciate your honest feedback and are taking steps to improve our communication and return guidance to prevent similar issues in the future. If you have any further questions or need additional assistance, please don't hesitate to reach out — we are here to help.
With warm gratitude,
The Up2Step Team
Worst company EVER! THEIR RETRUN POLICY IS THE WORST. THEIR SHOES SMELL AND THEY DO NOT SEND YOU A RETURN LABEL SO YOU CANNOT RETURN ANYTHING! WORSR CUSTOMER SERVICE!
This is an AMAZING & Very High Integrity Business!
Let me start by saying that aside from their boots being beautiful, this 5-star review is All About Their AMAZING Customer Service! Our experience of how they handled a very real problem has set them on a strata FAR above the average Chinese company with whom we have ever interacted.
Several months ago we made a purchase of two pairs of boots and at that time learned that the Chinese system of measurements for shoes is NOT the same as European measurements. The two pairs arrived and because of the Chinese shoe size system being off by one size compared to the same number in the European system, the shoes were too big.
We contacted Up2Step expecting the usual run-around, or to be blown off with a "tough luck" message, or to be told "oh we will replace them IF you spent $$$ shipping them back to us at a cost more than you paid for the shoes" (that happened to us with a different Chinese shoe maker, a scammer known as "miseyes").
But that is NOT AT ALL what happened with Up2Step, and what did happen has now made us a lifelong Fan of Up2Step. In short, they took full responsibility for the error, and given that we thereafter accepted the difference in Chinese vs European shoe sizes for future orders, they offered us - No Joke - a COMPLETE REPLACEMENT of both pairs of boots in the correct size (adjusted for the Chinese size) .... FOR FREE!!!
They shipped us two new pairs of identical boots, adjusted to be one size smaller, that fit just right, At No Charge.... not even postage! The way they handled this made our jaws drop at actually finding a company in China with Real Integrity, Real Honesty, and Real Accountability. That is just far too rare these days, and Up2Step lived up to every word.
We will absolutely be buying from Up2Step again, now of course with the proper knowledge of the Chinese vs European shoe size adjustment (short version - go down one size compared to Euro). They made it clear the free replacement was a one-shot deal, and we accept that as we have learned to make the size adjustment for future orders.
But honestly, just finding a Chinese company like this ANYWHERE with this much integrity was an Absolute Breath Of Fresh Air!! It was amongst the BEST and FINEST business practices of ANY company out of China that we have ever dealt with, and they made the entire process pleasant and easy.
The short version here is that we wish ALL Chinese companies showed the kind of customer care and integrity that Up2Step showed us. They made us (the customer) feel heard and respected. This is how ALL businesses should behave. Kudos to Up2Step.
5 out 5 stars without reservation.
Reply from UP2STEP2026-07-23
Hello,
Thank you from the bottom of our hearts for such an incredibly kind and detailed review. We are truly moved by your words and deeply honored that you took the time to share your experience so openly and thoughtfully.
At Up2Step, we believe that great products are only half the story — the other half is trust, honesty, and genuine care for the people who choose to shop with us. When we realized there was a sizing misunderstanding, we knew we had to make it right — not just because it was the right thing to do, but because we truly value our customers and the relationship we build with each one.
Your appreciation for our efforts means more to us than you may know. It’s customers like you who remind us why we love what we do, and why integrity and accountability will always be at the heart of our brand. We are so happy that the replacements fit perfectly and that you now feel confident shopping with us again.
Thank you for your trust, your understanding, and your beautiful words. We will continue to do our best to live up to the standard you’ve so kindly described. We can’t wait to welcome you back for your next pair!
With endless gratitude,
The Up2Step Team
Perfect service . My shoes came a bit too small and I contacted the company initially for a return due to size .
Customer service was amazing and prompt and offered not 1 but 2 solutions to choose from , both of which benefits the customer .
I will definitely purchase again .
Reply from UP2STEP2026-07-23
Hi Shernaine,
Thank you for your wonderful feedback!
We're so happy that our team was able to assist you promptly and offer solutions that worked for you. It means a lot to know that you felt supported and valued throughout the process. We're honored that you'd consider purchasing from us again, and we look forward to serving you even better next time!
With warm gratitude,
The Up2Step Team
Read the reviews people! Worst ‘customer service’ I’ve ever received. Damaged shoes, BS excuses about delays, miscommunications. Nearly three months later, still no shoes, opted for refund. Bought shoes elsewhere online, arrived in an instant, absolutely perfect. Will never be buying from up2step again.
Reply from UP2STEP2026-03-27
Hi Janine,
Thank you for sharing your experience, and we sincerely apologize for the frustration and delays you've encountered. We truly value your patience and want to take a moment to explain the situation from our end.
We understand that you placed two orders with us. For the first order, after you informed us that the shoes arrived damaged, we promptly issued a full refund as a resolution. For the second order, you mentioned that the size was too large, and we arranged a replacement pair for you. However, while the replacement was still in production, you expressed that you no longer wished to wait, and we respected your decision by processing a full refund for that order as well.
We deeply regret that the timeline and communication did not meet your expectations, and we are truly sorry for any inconvenience this may have caused. We have shared your feedback with our team to improve both our production coordination and customer service response.
If there's anything further we can do to assist you, please don’t hesitate to reach out. We wish you all the best and hope to have the opportunity to serve you better in the future.
With warm gratitude,
The Up2Step Team
Extremely Frustrating Experience: No Product, No Refund
I ordered a pair of boots from Up2Step for an event and placed the order weeks in advance. After not receiving any shipping updates, I reached out to customer service multiple times.
They eventually told me that production had been delayed and that the boots would not arrive in time. I requested that the order be canceled and refunded. A representative confirmed that a refund had been submitted and that I should receive it soon.
Unfortunately, the refund never came. I followed up several times over the following weeks and months and kept receiving responses saying they would “check on it,” but nothing was ever actually resolved.
In the end, I had to dispute the charge through my bank to recover my money.
This was extremely frustrating. If an order cannot be fulfilled, companies should refund customers promptly instead of delaying and ignoring repeated requests. Based on my experience, I would not recommend ordering from this company (I do believe this is a scam company)
Reply from UP2STEP2026-08-08
Hi Mairisha,
Thank you for sharing your experience, and we sincerely apologize for the frustration and inconvenience this situation has caused you. We completely understand your disappointment.
After reviewing our records, if your order number was 290032638, we would like to clarify that because the boots could not be delivered within your required timeframe, we mutually agreed to cancel the order and issue a full refund. According to our system, that refund was already processed and completed back in June of last year.
We regret that there was confusion in our communication during that time, and we truly appreciate your patience. If you need further assistance, please do not hesitate to reply to this email directly and we will do our best to help track down the issue.
We take your feedback very seriously and are continuously working to improve both our production timelines and customer service response. We are truly sorry that we fell short of your expectations and hope we may have the opportunity to serve you better in the future.
With warm gratitude,
The Up2Step Team
This company will take your money and then not give you any product. I have sent 3 emails about not receiving my package or the tracking number to find it and no one has responded. They don’t have a client service number for you to call. Don’t order from this company, you won’t get what you purchased and you will lose your money.
Reply from UP2STEP2026-08-08
Hi Misha,
We sincerely apologize for the frustration and concern you’ve experienced with your order.
We would like to kindly clarify that we had a two‑week holiday break in February for the Chinese New Year, which we clearly noted on our product pages at the time. We understand that this may have caused delays in our responses, and we are sorry for any inconvenience this may have caused you.
After the holiday break, our team reached out to you to confirm whether you would prefer to wait for the shoes or receive a refund. We appreciate your patience during that time, and once you confirmed your decision to proceed with a refund, we promptly processed it as requested.
We value your feedback and are actively working to improve our response times and communication during busy periods. If you have any further questions or need additional assistance, please don't hesitate to let us know — we're here to help.
With warm gratitude,
The Up2Step Team
I was happy with the quick response to my concerns about shipping. The shoes arrived in time for my daughter's dance and matched her dress perfectly. They are well made and so pretty.
Reply from UP2STEP2026-01-29
Hello,
Thank you so much for your wonderful feedback! We're absolutely thrilled to hear that our team responded quickly to your concerns and that the shoes arrived just in time for your daughter's special dance. It's even better knowing they matched her dress perfectly—moments like these make our work so meaningful!
We're delighted that you're happy with the quality and look of the shoes, and we truly appreciate you taking the time to share your positive experience. If your daughter needs another pair for her next performance (or just for everyday sparkle), we'll be here to help!
Warmly,
The Up2Step Team
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JJ's House
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