Help centre
Frequently asked questions
Clear answers about delivery, returns, personalised products and order support.
How long does delivery take?
Orders are usually prepared and delivered within 5–7 business days in Germany, 8–10 business days within the EU and 10–20 business days outside the EU. Made-to-order or personalised pieces may need additional preparation time. If several items are ordered together, they normally ship once the complete order is ready.
How can I track my order?
We send tracking information by email when a tracked shipment leaves us. It can take up to 12 hours before the carrier shows the first update. You can also use the order-tracking page with your order number and checkout email.
What if my address is wrong?
Email info@lianstep.com as soon as possible. We can only change an address before the parcel is handed to the carrier. Reshipping costs caused by an incorrect address are paid by the customer.
Can I cancel or change an order?
Contact us within one hour of ordering. After production or fulfilment begins, changes may no longer be possible. Personalised details should always be checked carefully before checkout.
Can I return an item?
Eligible standard items can be returned within 14 days after receipt. They must be unworn, unused and returned with the original tags and packaging. Personalised or made-to-order goods are excluded from withdrawal unless they are faulty or we made an error. See the Returns page for the complete process.
Tracking says delivered, but the parcel is missing
Please check with household members and neighbours, confirm the delivery address and contact the local carrier branch. If the parcel cannot be found, email us so we can help document and investigate the shipment.
How should embroidered products be cared for?
Always follow the product-specific instructions. Garments should normally be washed inside out at no more than 30°C and should not be ironed directly over embroidery. Fabric keychains should be cleaned gently by hand and must not be soaked or machine-washed.