Cancellation Policy

At Maple Steps, we understand that plans can change. This Cancellation Policy explains when and how you can cancel an order and what options are available once processing or shipping has started.

1. Cancelling an Order Before Processing

We start preparing orders shortly after they are placed.

If you wish to cancel your order, please contact us as soon as possible at:

Email: contact@maplesteps.com

If your order has not yet entered processing, we will do our best to cancel it and issue a refund to your original payment method.

2. Orders Already in Processing or Shipped

Once an order has entered processing or has been dispatched, it can no longer be cancelled.

In this case, you may wait for the parcel to arrive and then request a return in line with our Return & Refund Policy.

  • You have 14 days from the delivery date to request a return.
  • Items must be unused, in their original condition, with tags and packaging intact.
  • Return shipping costs are the responsibility of the customer, unless otherwise stated.

For full details, please refer to our Return & Refund Policy.

3. Refused or Unclaimed Deliveries

If a parcel is refused at delivery or not collected from the courier and is returned to us, it may be treated as a return, not a cancellation.

Once the parcel is received back in good condition, we will process a refund in line with our Return & Refund Policy, minus any shipping fees or charges applied by the carrier (if applicable).

4. Changes to Orders (Address, Items, Size)

If you need to correct a shipping address, or change size/colour/item details, please contact us immediately at contact@maplesteps.com

  • We cannot guarantee changes once an order is in processing or shipped.
  • If changes are not possible, we may suggest placing a new order and returning the original once received (according to our Return & Refund Policy).

5. Cancellations by Maple Steps

In rare cases, Maple Steps may need to cancel an order, for example if:

  • The item is out of stock
  • There is an error in pricing or product information
  • The order is flagged as potentially fraudulent or high-risk

If we cancel your order, you will be notified by email and any payment already made will be refunded to your original payment method.

6. How Refunds Are Issued

For approved cancellations and returns:

  • Refunds are issued to the original payment method only
  • Once processed, refunds may take up to 10 days to appear, depending on your bank or card issuer

7. Need Help with a Cancellation?

If you are unsure whether your order can still be cancelled or need assistance with any step:

Email: contact@maplesteps.com
Phone: +1 780-246-5245