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Frequently Asked Questions

Frequently Asked Questions

Account & Website

Who is Sunnystep？
Sunnystep is a science-led footwear company that brings joy to people on the move. We combine science, sustainability, and style to minimize stress on your body to support your every move, from heel to toe.
What is Sunnystep Founder's story？
Sunnystep's story began after a major spine injury changed the way Ting walk, sit, and stand forever. She could not find any footwear brands that provided the pain relief and functional support her body desperately needed. She believes that the right shoes can be life-changing and transform your posture, your possibilities, and your path forward. So she created Sunnystep to help people move well so they can live well. And bring a little more joy to your everyday.
How do I register for a Sunnystep account?
On the sign up page, please enter your email address and create a password of your choice, then click 'REGISTER.'
Why do I need a Sunnystep account?
By registering a Sunnystep account, you will be able to:
  • Easily view your order details and history
  • Save time by storing your shipping and billing information for future orders.
  • Automatically join our membership program and earn points with every spent.
  • Be kept updated of new product launch and brand events including our monthly walkathons.
How do I refer a friend?
For online referral, you can find your referral link by clicking on "Refer A Friend" in our home page menu www.mysunnystep.com and log into your account. Your referral link will appear in the pop-up at the bottom right of home page.

Your friends can use that referral link to order directly online to get MYR 20 off. With each successful purchase your friends made, you will also get MYR 20 off automatically for your next online purchase.

For offline referral in our retail locations, your friends can quote your phone number or email address to our staff for verification in order to enjoy MYR 20 off. Please make sure that your phone number and/or email address is updated accurately in your account in order for your referrals to be verified with ease.
How can I write a review?
A week after you receive your order, you should receive an email inviting you to review your experience with our shoes. Simply click on the link in the email, which will direct you to our website where you can leave your review. You can also add photos if you wish.

Product

How are Sunnystep shoes different from other shoes out there?
What sets Sunnystep apart is our commitment to innovation through science, sustainability, and style.

The science of the sole
Every detail is designed using cutting-edge technology and leading scientific research to minimize stress on your body and support your movement, from heel to toe. We nerd out over anatomical data points such as aerodynamics, muscle mechanics, pressure points, and mobility. Because we know that when your feet are properly supported in all the right places, you move better and feel happier.

Planet-loving materials
We might walk all over the earth, but we certainly don't own the place. That's why we're deeply committed to reducing our environmental footprint across our supply chain. Every decision is chosen with care—from using materials like algae from polluted waters and repurposed coffee grinds to partnering with certified responsible factories. Walk with pride, knowing that your purchase is a planet-loving one.

Step in style
Even though we prioritize keeping you supremely comfortable and blister-free, style matters a lot too. Sunnystep shoes look as good as they feel.
Our impeccably crafted shoes are modern, simple, and iconic so they're perfect for work, chill, or play. Pairs perfectly with any outfit, any day, any mood, and any occasion. Wear them everywhere, and elevate your fit.
Are Sunnystep shoes vegan?
Sunnystep shoes are vegan, and our footwear does not contain any animal products. The majority of our uppers are made from Global Recycled Standard (GRS) certified bio-based PU Leather. Our Dream Sneakers series, 10% of our uppers are made of recycled coffee grinds.
Are Sunnystep shoes suitable for pregnant women?
Sunnystep shoes provide the much needed relief to the mums-to-be with its stable arch support and extremely comfortable design, providing the much needed relief from the stress exerted from pregnancy weight. It is strongly recommended for pregnant ladies to choose shoes that give support with stability in the spine and balance in pelvic floor. Please choose shoes that fit your feet well and make sure there is a finger space from the front of the shoes and your big toe.
Are Sunnystep shoes suitable for people with foot problems such as flat feet or bunions?
Yes. For people with arch issues, it is very important to wear shoes with a good arch support so that the flat feet do not collapse further. Sunnystep arch support is made of PU and it does not sink over time. The insoles also come with acupressure massage points to alleviate muscle strain. There is extra gel cushioning at the heel and the ball of foot to provide more stability and comfort.

For people with bunions, the premium microfiber material we use for the uppers is soft, and skin-friendly. The wider front of the shoes also provided much needed relief for the toes.
Can you jog in Balance Runner?
Yes you can do low intensity exercises including light jogging in Balance Runner by tightening the laces to provide more support. We do not recommend wearing Sunnystep shoes for professional and extreme sports as these sports require professional equipment and shoes.
Are the shoes slippery?
Sunnystep shoes are slip-resistant. We would advise for you to be careful when walking on wet and / or oily surfaces.
Will the shoes expand?
Sunnystep shoes maintain their shapes very well overtime. The premium microfibre we used for the uppers is both durable and easy to maintain. Please take note that the limited suede texture collection will expand slightly more than the vegan leather collection.
How do I clean the shoes?
Brush off any dirt or stains on the uppers using a damp cloth, wet wipes or a soft brush. Clean the insoles with wet wipes and leave them to air-dry.

Size & Fit

Where can I find your size charts?
You can access the size chart for each product on the respective product's detail page by clicking on "Size Chart" located on the right side of the Size options.
How can I choose the correct size?
Measure your foot by
  1. Placing your foot on a flat surface
  2. Measure the longest distance between your toes and your heel with a ruler or measuring tape
  3. If one of your feet is bigger than the other, follow the measurement of the larger foot when selecting a size
  4. We recommend sizing up if you are in between sizes
Should you need further assistance to finding the right size, you may contact us via Whatsapp at +65 9372 9406 or email at care@mysunnystep.com.

Order & Payment

Which currencies do you support?
We support purchases made in Malaysian Ringgit (MYR).
What payment methods do you accept?
We accept PayPal, Credit Card, FPX, Touch n Go, DuitNow and GrabPay Wallet. If you have any questions, you may reach out to us at care@mysunnystep.com.
Why was my payment declined?
Sunnystep does not decline payments. Your payment might have been declined by your card issuer for several reasons:
  • Incorrect Card Information: Please verify that your card details are accurate, including the expiration date, billing address, and security code (found on the back of your Visa/Mastercard).
  • Card Issuer Bank: Your card issuer bank might have declined the payment.
  • Insufficient Balance: Ensure there are sufficient funds available on your card to cover the purchase.
  • Inconsistent/Incorrect Addresses: Make sure both your shipping and billing addresses are correct and match.
If all your information is correct and your payment is still declined, try using an alternate web browser or consider other payment methods to complete your order.
Why didn’t I receive an order confirmation email?
Typically, you should receive an email containing your order number as soon as your order has been successfully paid for. If you have not received an order confirmation email, please consider the following potential issues:
  1. Verify Your Email Address: Ensure that the email address you used to place the order is accurate and spelled correctly.
  2. Check Your Spam Folder: Sometimes, order confirmation emails can end up in your spam or junk folder. Please check these folders to see if the email has been misplaced.
  3. Payment Confirmation: Double-check that your order payment was completed successfully. If the payment didn't go through, the order confirmation email may not have been sent.
If you have reviewed these points and are still experiencing issues, please contact our customer support at care@mysunnystep.com for further assistance.
I’m not sure if my order was successful, what do I do?
If you are unsure whether your order was successfully paid for, please check your payment account for a confirmed charge associated with your order. Do take note that a pending charge does not indicate a confirmed payment.

If you see a confirmed charge but have not received an order confirmation, please contact us at care@mysunnystep.com. We will resolve the issue as soon as possible.
Why is my order taking longer to process than normal?
  1. Normal Days: After you have successfully paid for your order, our warehouse generally takes 1-2 business days to process it. However, some items in your order may have longer processing times, which can delay the overall shipping of your order.

  2. Sale Season: During seasonal sales, the high volume of orders may cause delays in processing. We appreciate your understanding and assure you that we will do our best to expedite order processing during these times.
Why is my order taking so long to ship?
Normally, for in-stock products, our processing time is 1-2 business days. If you have not received a shipping notification email within 2 business days of placing your order, we recommend checking your inbox for any notifications from us regarding potential shipping delays or product unavailability.
What if I was charged twice for the same purchase?
We apologize for any inconvenience caused. Please send an email to care@mysunnystep.com along with your payment screenshot, order ID, or any other relevant payment information. Our team will promptly investigate the issue and work to resolve it as quickly as possible.

Shipping

What shipping methods are available, and how much does it cost?
For West Malaysia
  • MYR 5 for orders below MYR 800.
  • Free standard shipping for orders over MYR 800.

For East Malaysia
  • MYR 11 for orders below MYR 800.
  • Free standard shipping for orders over MYR 800.
How long will the order take to arrive?
We typically ship within 1 to 2 business days after your order is received.

Please keep in mind that these are estimated delivery times and actual delivery may vary.
How can I track an order?
Once your order has been shipped, you will receive an email with a tracking number and tracking link. Click on the tracking link and enter your tracking number to view the status of your shipment.
Does my Sunnystep order include duties and taxes?
Yes, your order total during checkout accounts for all costs associated with your order, including any taxes and delivery costs. We calculate taxes according to the laws governing the delivery address.

Return & Exchange

What is Sunnystep's return policy?
For Local Orders in Malaysia
Local orders in Malaysia (excluding promotional and sale items, accessories, and gifts) are eligible for exchange and return within 14 days from the date you received all your items. Returns and exchanges are done in retail stores only.

All returned or exchanged items must be unworn, undamaged, in resalable condition (i.e., no creases or wear on soles), and in their original packaging.

All promotional and sale items, accessories, and gifts are not eligible for exchange and return.

To initiate a return or exchange, please whatsapp us at +65 84327097 or email care@mysunnystep.com.
Can I exchange my shoes for a different style?
For Local Orders in Malaysia
For local orders in Malaysia, if your shoes meet our return policy criteria, you may exchange them for a different style within the same price range at our retail stores. If the desired style is in a higher price range, you will need to pay the price difference.

This exchange request must be made within 14 days of receiving your order. Please email care@mysunnystep.com to request an exchange before visiting our stores.

Please note that sale items are strictly non-returnable and non-refundable.
How do I make a return?
For Local Orders in Malaysia
To initiate a return for local orders in Malaysia, please whatsApp us at +65 84327097 or email care@mysunnystep.com. Once your request is accepted, you will need to visit our retail store to return your order. Our team will process your refund to your original payment method after verifying that the item is unworn, undamaged, in resalable condition, and in its original packaging.
May I return or exchange items without contacting Sunnystep?
It is important that you contact our customer service first by WhatsApp at +65 84327097 or email at care@mysunnystep.com. Our customer service team will process your request and coordinate with the relevant department to meet your needs.
How long will it take for my refund to be processed?
After we receive the returned items, please allow up to 7 business days for Sunnystep to process the refund.

For PayPal account holders, it may take up to 7 business days for the transaction to be reflected in your PayPal account.

For credit card refunds, the process may take between 7 to 14 business days to be fully finalized.

Please note that the precise refund timing is dependent on your bank's official processing schedule, as different payment methods may have varying processing times.
Can I change my refund method?
By default, refunds are processed to your original payment method. However, if you prefer an alternative method, such as store credit, we are able to accommodate that request.
What is store credit?
Store credit is an alternative refund option to receiving a traditional cash refund for returned items. Instead of receiving money back, the refunded amount is added to your Sunnystep account as credit. This credit can be used towards your next purchase. Store credits do not have an expiry date, providing flexibility for future transactions.
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