Terms of service
1 General provisions
1.1 The Every Step Forward online store at everystepforward.eu is operated by 1STEP4WARD OÜ, registry code 17596190, address Madara 20/4, 10613 Tallinn, Estonia, email hello@everystepforward.eu (the Online Store).
1.2 These terms apply to purchases made from the Online Store and govern the relationship between the Online Store and the customer. The relationship is also governed by the laws of the Republic of Estonia.
1.3 The Online Store may amend these terms. Each purchase is governed by the version published at the time the order is placed.
2 Products and prices
2.1 The Online Store sells shoelace tags with ready-made messages and tags personally engraved with text chosen by the customer. Products are sold in pairs, meaning that one set contains two tags unless the product page states otherwise.
2.2 Prices are displayed in euros. 1STEP4WARD OÜ is not registered for VAT and no VAT is added to the displayed price.
2.3 Delivery charges are added unless free delivery applies. The exact delivery charge depends on the destination and delivery method and is shown before the order is confirmed.
2.4 The Online Store may change its prices and product range. If a product has been listed at an obviously incorrect price due to a technical error, the Online Store may cancel the order and refund the amount paid.
3 Placing an order and conclusion of the contract
3.1 To place an order, the customer selects a product, enters the engraving text where applicable, adds the product to the cart, selects a delivery method and provides the required contact and delivery details.
3.2 The customer is responsible for the accuracy of the information and personalised engraving text provided. The text is engraved as submitted, including the spelling entered by the customer.
3.3 Before placing the order, the customer confirms that they have read and accepted these terms and the privacy policy.
3.4 The sales contract takes effect when the amount due has been received by the Online Store. An order confirmation is sent to the email address provided by the customer.
3.5 If the ordered product cannot be supplied, the Online Store will notify the customer as soon as possible and will normally issue a refund within two business days, but no later than 14 days.
4 Payment
4.1 Orders can be paid for using the payment methods displayed at checkout. Payments are facilitated by Maksekeskus AS. Available bank and card payment methods depend on the customer's location and are shown at checkout.
4.2 Payment is completed in a secure payment environment. The Online Store does not have access to the customer's online banking passwords or full payment card details.
4.3 After making the payment, the customer must follow the instructions in the payment environment so that the order confirmation reaches the Online Store.
5 Delivery
5.1 The Online Store delivers orders to Estonia, Latvia, Lithuania and Finland.
5.2 Available delivery methods and prices depend on the destination and are shown in the cart. Parcel locker delivery within Estonia is free when the total value of the products in the order is at least EUR 39.
5.3 Products with ready-made messages are dispatched within 1–3 business days after payment. Personally engraved products are dispatched within 2–5 business days after payment. The carrier's transit time is additional to the handling time.
5.4 Depending on the destination country, delivery options may include SmartPosti, Unisend, Venipak, DPD and Omniva parcel lockers. Not all carriers may be available in every destination country. The available delivery methods and their prices are displayed at checkout.
5.5 The customer is responsible for the accuracy of the contact details, address and parcel locker selected. If a shipment is returned because of incorrect information or because it was not collected on time, the Online Store may charge the actual cost of reshipping.
5.6 If an order is delayed or arrives damaged, please email hello@everystepforward.eu and include the order number and, where possible, photographs of the packaging and product.
6 Right of withdrawal and returns
6.1 A consumer has the right to withdraw from the purchase of a Signature product without giving a reason within 14 days of the day on which the customer or a third party designated by the customer receives the product.
6.2 To withdraw, the customer must send an unequivocal statement within 14 days, either through the return request form at everystepforward.eu/pages/return-request or by email to hello@everystepforward.eu, and include the order number, the product being returned and the customer's name.
6.3 After receiving the notice, the Online Store will provide a free return code or label and detailed instructions. The product must be sent to the parcel locker specified by the Online Store within 14 days of submitting the withdrawal notice. The Online Store bears the return cost when the customer uses the return method provided by the Online Store.
6.4 The product must be returned unused and in its original packaging. The customer may handle the product only to the extent necessary to establish its nature, characteristics and functioning. If the product's value has decreased because of handling beyond what is necessary, the Online Store may reduce the refund by the amount of the diminished value.
6.5 The Online Store will refund all payments received under the contract, including the standard delivery charge, no later than 14 days after receiving the withdrawal notice. If the customer selected a delivery method more expensive than the least expensive standard method offered, the additional delivery cost need not be refunded. The Online Store will issue the refund once the product has reached the Online Store.
6.6 Refunds are normally made using the original payment method unless otherwise agreed.
6.7 The 14-day right of withdrawal does not apply to a product made or engraved to the customer's specifications and clearly personalised. Production of a personalised product may begin immediately after payment, and the engraving text may not be changed and the order may not be cancelled after production has begun.
6.8 The exception from the right of withdrawal does not limit the customer's rights where a personalised product is defective, damaged or does not match the confirmed order.
7 Defective products and complaints
7.1 The Online Store is liable for a lack of conformity that becomes apparent within two years after delivery to a consumer. During the first year, a lack of conformity is presumed to have existed at the time of delivery unless this is incompatible with the nature of the product or the defect.
7.2 The customer must notify the Online Store within a reasonable time and no later than two months after discovering the defect by emailing hello@everystepforward.eu. The message should include the order number, a description and, where possible, photographs.
7.3 The Online Store is not liable for defects caused after delivery by incorrect use, normal wear and tear or damage attributable to the customer.
7.4 Where the Online Store is liable for a defect, it will repair or replace the product. If repair or replacement is impossible or unreasonable, the Online Store will reduce the price or refund the amount paid as required by law.
7.5 The Online Store will respond to a consumer complaint in writing or in a format that can be reproduced in writing within 15 days.
8 Processing of personal data
8.1 The Online Store processes personal data to fulfil orders, arrange payments and delivery, communicate with customers and comply with legal obligations, as described in the privacy policy.
8.2 For these purposes, necessary data may be shared with Shopify, the payment service provider, the carrier selected by the customer, and accounting and IT service providers to the extent required to provide the relevant service.
9 Dispute resolution
9.1 Complaints should first be sent to hello@everystepforward.eu. The parties will attempt to resolve the dispute through negotiation.
9.2 If a consumer residing in Estonia and the Online Store cannot reach an agreement, the consumer may apply to the Consumer Disputes Committee operating at the Estonian Consumer Protection and Technical Regulatory Authority. Proceedings are free of charge. Information is available at ttja.ee/tarbijavaidluste-komisjon.
9.3 For a cross-border dispute, a consumer may contact the European Consumer Centre in their country of residence or consult the out-of-court redress options listed on the European Union Consumer Redress portal.
10 Contact details
Online store operator: 1STEP4WARD OÜ
Registry code: 17596190
Address: Madara 20/4, 10613 Tallinn, Estonia
Email: hello@everystepforward.eu