Q: What forms of payment are accepted for online purchases, and when am I billed?
A: We accept Visa, MasterCard, American Express, and Discover. Your card is authorized when the order is placed to verify that the funds are available. We do not charge your credit card until your order has been shipped.

Q: Why do I have to pay sales tax on my order?
A: We are required to charge sales tax because we have retail stores in the states listed below.

Taxed states include: Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia and Washington. Sales tax does not apply to orders shipped to addresses in other states.

Q: What shipping options are available?
A: Shipping within the continental USA is a flat fee of $6.95 per order. Shipping to a Military Base is $14.95 per item. Shipping to Hawaii, Alaska, Puerto Rico and Canada is $24.95 per item. All other international locations are $39.95 per item. Please note that all duties and taxes in Canada and internationally are the responsibility of the customer and are not included in your Steve Madden charges.

Q: When is my order shipped?
A: Most orders are shipped the next business day after they are placed. We use UPS ground shipping for all orders in the continental US. Orders arrive within 5-7 business days. Orders to Hawaii, Alaska, Puerto Rico and Canada usually take 2 weeks to arrive. All other international orders take 14-21 days to be delivered.

Q: Can I ship an order to a P.O. box?
A: No, we cannot ship to P.O. Boxes. We ship everything UPS ground and need a street address for delivery.

Q: Can I ship an order to a foreign country?
A: Yes, we ship to most countries. The shipping fee for international packages is $39.95 per item. Your order will ship via UPS from our facilities to our international shipping station in Connecticut where the merchandise will be inspected and then reshipped out of the U.S.A. via the United States Postal Service (USPS). Please allow 1-3 weeks for delivery. It's important to note that all duties and taxes are the responsibility of the recipient and are not included in the Steve Madden charges.

Q: Can I ship an order to multiple addresses?
A: Unfortunately at this time we can only have one shipping address per order.

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Contact Us | Orders | Billing & Shipping | Returns | Privacy & Tech Support


Q: What is SteveMadden.com's Return Policy?
A: We gladly authorize returns of unworn merchandise. The authorization must be requested within 30 days from the time your order is delivered. The request can be made via phone, Live Chat, e-mail or at the following link by entering your email address, order number and following the instructions. The merchandise must be received back at our warehouse within 45 days using the prepaid United States Postal Service label we supply. Shipping charges are not refundable and there is a $6.95 per item fee that covers restocking and postage back to the warehouse. Clearance items may not be returned or exchanged and are not refundable unless the product is damaged or defective.

Once your return is checked in at the warehouse, we will email you to let you know it has been received. We then issue the credit on the next business day. From this time, it takes up to 3 business days to show up on your credit card account.

Steve Madden merchandise purchased from other retailers, including department stores, must be returned to the store from which it was originally purchased and is subject to the return policy of the originating retailer. 

Q: Can I exchange an item for another size, style or color?
A:Unfortunately we are not able to take back exchanges at this time. Please place a new order for the style and color you want and call customer service at 1-888-SMADDEN 888 762-3336) to get the return authorization and a prepaid USPS mailing label to send the item back to us as a return. When you call customer service please have your new order number handy so we can file the return as an exchange and a full refund will be issued once the merchandise is received back at our warehouse.

Q: What is your policy on damaged items?
A: If you receive damage or defective items, please notify us immediately via email, live chat or call 1-888-SMADDEN (888 762-3336 ) and we will send you a return label and receive a full refund.

Q: How do I return an item I received as a gift?
A: You should contact our Customer Service department and they will issue a ‘Gift Exchange’ return authorization. Once the item is received back, a discount code equal to the amount paid for the merchandise will be emailed to the gift recipient so they may purchase a different item on SteveMadden.com.
 
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Contact Us  | Orders | Billing & Shipping  | Returns  | Privacy & Tech Support

Q: Is it safe to use my credit card?
A: Yes, shopping at SteveMadden.com is safe.  Our SteveMadden.com Safe Shopping Guarantee covers every credit card purchase on SteveMadden.com. See Guarantee details below.

Q: Why is SteveMadden.com so safe?
A: Steve Madden.com protects the security of your online transaction by taking advantage of Secure Sockets Layer (SSL) technology. SteveMadden.com uses digital certificates provided by Thawte, which are required for SSL, the industry standard for encryption. SSL technology encrypts data allowing only SteveMadden.com to decode your information and helps to create a secure environment for transactions on the Internet.

If you're not comfortable shopping online and would prefer to place your order by phone, please call our Customer Service Team toll-free at 1-888-SMADDEN ( 888 762-3336 ) (7 days a week, 9am to 10pm EST)

Guarantee Details:
1. Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank does hold you liable for any of this $50.00, SteveMadden.com will cover the entire liability for you, up to the full $50.00. SteveMadden.com will only cover this liability if the unauthorized use of your credit card resulted through no fault of your own from purchases made at SteveMadden.com while using the secure server.

2. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.

Q: Where can I learn more about your Privacy Policy?
A: Please read our Privacy Policy.

Q: Does SteveMadden.com sell my information to other companies?
A: No. We do NOT provide or sell online customer information to any outside companies or third parties. SteveMadden.com compiles customer information in an effort to improve and enhance our customers' online shopping experience. We may use this information for marketing and promotional purposes.

Q: What browser works best with the SteveMadden.com site?
A: SteveMadden.com is currently optimized for FireFox 2.0 and Internet Explorer 6.0 browsers and above, with a screen resolution set to 800X600. Javascript and Cookies must be enabled. Please see your browser's help section for more information.



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