Frequently Asked Questions



Holiday Return Policy

Orders placed November 10th through December 20th may be returned or exchanged until January 25, 2015.

Orders

How will I know if my order is confirmed?
You will receive an order confirmation via email.
Can I make changes or cancel my online order?
Please contact us immediately via Live Chat or phone to cancel an order. Once the order has been sent to a shipping facility, we are not able to cancel it. Most orders start processing within 20 minutes after they have been placed. In this case, we ask that you please wait until the order arrives and follow the return procedure.
Can I change the style, color or size after an order is placed?
Please contact us immediately via Live Chat or by calling 1-888-SMADDEN. If you contact us within 20 minutes of placing your order it may be possible to make changes. However, once an order begins processing no changes can be made. Most orders are shipped within 24 hours. In this case, we ask that you please wait until the order arrives and follow the normal return policy procedure. Clearance items may not be returned or exchanged.
When is my order shipped?
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 3-7 business days unless Two Day or Next Day shipping options were chosen at checkout. Orders to Hawaii and Alaska also arrive in 3 - 7 business days; orders to US Virgin Islands, Guam, Puerto Rico and Canada usually take about 2 weeks to arrive.
How can I track the status of my order?
If you have an account with us, please Sign In and go to "My Orders". Click "View Order" under Order Detail & Tracking. Next to the item(s) you will see the UPS tracking number. Click on it to see the status of your shipment.
What if I place an order and Steve Madden doesn't have the item in stock?
If we are unable to fill your order you will be notified via email. Your credit card/PayPal account will not be charged. You can also check the status online by signing in to your account and going to "My Orders".
What is a Pre Order item? What if I want to cancel a Pre Order?
A Pre Order item is one that you are ordering before we have it in inventory. You may cancel a pre order item up until the time your order has begun processing. To cancel a preorder item, please Sign In to your account and go to "My Orders". Click "View Order" under Order Detail & Tracking. If the order has not started processing, then next to the item(s) there is a cancel button. You may cancel it yourself there or you may contact customer service via phone or live chat to assist you. Once your order has been sent to a shipping facility it may no longer be cancelled.
How can I find a STEVE MADDEN shoe I am looking for?
You may click the green search icon in the upper right corner of every webpage. Then click on the word "Search" that shows in the green bar and type in what you would like to find. You can use the search by a style name or category (Example: type "Pumps") and all the styles in that category will display. Then you can use the "Filter by" categories to find the styles that have the color, size, heel height and price you are looking for.
Can Steve Madden Gift Cards be purchased and redeemed online?
Yes, we offer two types of Gift Cards. The standard plastic Gift Card which can be shipped to you or the gift recipient via UPS ground. For those that would like to receive it faster we also offer an E-Gift Card that will be emailed. Both are good on SteveMadden.com and in our US retail locations (excluding our Colorado and Utah stores). When using a Gift Card to place an order online, you will still need to enter a valid credit card to complete your order. The Gift Card will be charged first and the remainder of the order total (if any) will be put on your credit card.

Billing & Shipping

What forms of payment are accepted for online purchases, and when am I billed?
We accept Visa, MasterCard, American Express, Discover, PayPal, Steve Madden Gift Cards and E-Gift Cards. We do an authorization when the order is placed to verify that the funds are available. We do not charge your card, gift card or account until the order has been shipped. If you are paying with a Gift Card or E-Gift Card and it doesn’t cover your entire order, then the balance must be put on a credit or debit card. The Gift Card will be charged first and the remainder of the order total (if any) will be put on your credit card. You may also combine a Gift Card or E-Gift Card with PayPal, if the Gift Card does not cover the entire cost of the order
Can Gift Cards be used on SteveMadden.com?
Gift Cards can be used on SteveMadden.com. If you are paying with a Gift Card or E-Gift Card you will still need to enter a credit or debit card. The Gift Card will be charged first and the remainder of the order total (if any) will be put on your credit card. You may also combine a Gift Card or E-Gift Card with PayPal, if the Gift Card does not cover the entire cost of the order.
Can E-Gift Cards be used in Steve Madden stores?
E-Gift Cards can be used at Steven and Steve Madden stores (only stores in the USA excluding Colorado and Utah locations).
Can Store Credits be used on SteveMadden.com?
No, Store Credits cannot be used on SteveMadden.com or for phone orders. They may only be redeemed in Steve Madden and Steven Stores. Please click here to find the store nearest you.
Why do I have to pay sales tax on my order?
We are required to charge sales tax because we have retail stores in the states listed below. Taxed states include: Arizona, California, District of Columbia, Florida, Georgia, Illinois, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, New York, North Carolina, Pennsylvania, South Carolina, Tennessee, Texas and Virginia. Sales tax does not apply to orders shipped to addresses in other states.
What shipping options are available in the continental USA?
All orders in the continental USA ship via UPS ground unless Two Day or Next Day shipping options were chosen at checkout for an additional fee. See Shipping Policy.
What are the shipping fees?
Shipping within the continental USA is a flat fee of $7.95 per order. Express shipping options are available only in the continental USA for Two Day delivery at $15 per order or Next Day for $30 per order. For Express Shipping orders must be placed by 1:00pm EST. See Shipping Policy for details.
Shipping to a Military Base is $14.95 per order. Shipping to Hawaii, Alaska, US Virgin Islands, Puerto Rico, Guam and Canada is $24.95 per order.
Please note that all duties and taxes in Canada are the responsibility of the customer and are not included in your Steve Madden charges.
When is my order shipped?
Most orders are shipped within 24 hours of when they are placed, except for Pre-Order items.
Can I ship an order to a P.O. box?
No, we cannot ship to P.O. Boxes. We ship everything via UPS and need a street address for delivery.
Can I ship an order to a foreign country?
We offer shipping to Canada, Puerto Rico, US Virgin Islands, Guam and Military bases. 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 USA via Federal Express International or United States Postal Service (USPS). Please allow about 2 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.
Can I ship an order to multiple addresses?
At this time we can only have one shipping address per order. However, you may place multiple orders.

Returns

What is SteveMadden.com's Return Policy?
For your convenience, we accept online returns at Steven and Steve Madden stores (only stores in the USA excluding Colorado and Utah locations and Steve Madden Outlets). We gladly accept returns of UNWORN merchandise within 30 days of delivery. This excludes clearance items and earrings which may not be returned or exchanged. All handbags and accessories must have original tags attached. Click here to find a store near you. Returns will be refunded to the original method of payment or as store credit.
If there is no store near you then you may obtain return authorization via phone, Live Chat, e-mail or by signing in to your account, under Order Detail & Tracking click "View Order" then click "Return Request" next to the item you wish to send back. Check the box next to the item and choose the reason for the return. After you hit next you will then be able to print a prepaid return shipping label to use to ship the items back to us. The authorization requests must be made within 30 days from when your order is delivered. The merchandise must be received back at our warehouse within 45 days using the hybrid prepaid UPS shipping label we supply. You may give the package to the United States Post Office or any UPS location. Shipping charges are not refundable and there is a $6.95 per order return fee that covers restocking and postage back to the warehouse.

Holiday Return Policy: Orders placed November 10th through December 20th may be returned or exchanged until January 25, 2015.

Please Note: Clearance Items and Earrings may not be returned or exchanged. Gift Cards and E-Gift Cards cannot be returned or refunded. All purchases are final on Clearance items, Earrings, E-Gift Cards and standard Gift Cards.

Once your return is checked in at the warehouse, you will be sent an email to let you know it has been received and that your refund has been issued. From this time, it takes up to 3 business days to show up on your credit card, debit card or PayPal account. Refunds are always issued to the original method of payment.

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 .
Can I return merchandise to a Steve Madden Store?
Yes, we accept returns for online purchases at Steven and Steve Madden stores (only stores in the USA excluding Colorado and Utah locations and Steve Madden Outlets).
We gladly accept returns of unworn merchandise within 30 days of delivery. This excludes clearance items and earrings which may not be returned or exchanged. All handbags and accessories must have original tags attached. Take the merchandise in its original packaging and the packing slip from the shipping carton to the store. Click here to find a store near you. Returns will be refunded to the original method of payment or as store credit.
How do I get a return shipping label?
You may obtain return authorization via phone, Live Chat, e-mail or by signing in to your account, under Order Detail & Tracking click "View Order" then click "Return Request" next to the item you wish to send back. Check the box next to the item and choose the reason for the return. After you hit next you will then be able to print a prepaid return shipping label to use to ship the items back to us. If you contact customer service you will be emailed a prepaid hybrid UPS/USPS shipping label.
We gladly accept returns of unworn merchandise within 30 days of delivery. This excludes clearance items and earrings which may not be returned or exchanged. All handbags and accessories must have original tags attached.
What is the usual turnaround time for returns?
If you are shipping it back to us using one of our prepaid return labels the usual turnaround time is 1 - 2 weeks from the day you give the package to UPS or USPS until the merchandise is checked in at the warehouse and the refund is issued. Do not ship items back through any other means other than the prepaid return label that we provide as package may be returned to you.
Can I exchange an item for another size, style or color?
You can return merchandise purchased online at a Steven and Steve Madden stores (only stores in the USA excluding Colorado locations and Steve Madden Outlets). You may be refunded to the original method of payment or as store credit and then purchase the item you wish.
At this time we are not able to processes exchanges if you ship the merchandise back to us. 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 UPS shipping 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. Clearance items and earrings may not be returned or exchanged.
What is your policy on damaged items?
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. As soon as the item is received back a full refund will be issued.
If you prefer, you may return the item to a Steven or Steve Madden store (only stores in the USA excluding Colorado and Utah locations and Steve Madden Outlets). Take the merchandise in its original packaging and the packing slip from the shipping carton to the store. Click here to find a store near you. Online returns to stores will be refunded to the original method of payment or as store credit.
How do I return an item I received as a gift?
If the item was purchased on SteveMadden.com you may contact our Customer Service department and they will issue a 'Gift Exchange' return authorization. Once the item is received back, an E-Gift Card 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 or at one of our retail locations (only stores in the USA excluding Colorado and Utah locations.
The gift recipient may also return the item to a Steven or Steve Madden store (only stores in the USA excluding Colorado and Utah locations and Steve Madden Outlets). Take the merchandise in its original packaging and the packing slip from the shipping carton to the store. Click here to find a store near you. Please note: online returns to stores can only be refunded to the original method of payment or as store credit.

Gift Cards

The Steve Madden Gift Card is always the perfect gift. You have your choice between a Gift Card that will be shipped to you or an E-Gift Card that can be emailed to your gift recipient. Gift cards may be used on SteveMadden.com and at our Steven and Steve Madden retail stores (only stores in the USA excluding Colorado and Utah locations)

What is a Steve Madden Gift card?
It looks and acts like a debit card. You choose the amount, and the person you give it to can redeem it on whatever they wish in the amount you specified (up to $500).
How can I redeem my Steve Madden Gift Card?
Gift cards may be used on SteveMadden.com and at our Steven and Steve Madden retail stores (only stores in the USA excluding Colorado and Utah locations). When using a Gift Card to place an order online, you will still need to enter a valid credit card to complete your order. The Gift Card will be charged first and the remainder of the order total (if any) will be put on your credit card. You may also combine a Gift Card or E-Gift Card with PayPal, if the Gift Card does not cover the entire cost of the order.
How can I check the balance on my Steve Madden Gift Card or E-Gift Card?
If you already have a gift card and want to check your balance, please click here.
Are there shipping charges on gift cards?
Shipping for Gift Cards is $4, sent via UPS Standard. If merchandise items are included in your order, regular fees will apply. Gift cards are sent separately from merchandise items ordered.
How do I return merchandise purchased with a Gift Card?
When using a gift card, please do not discard it after use. If you choose to return any of the items purchased with your gift card and still have balance available, the value of the return (click here for our return policy) will be credited back onto your Gift Card. If there is no balance ($0.00), we will email you a new E-Gift Card once the merchandise is received back.
Gift Card Terms and Conditions
  • - Shipping for the Gift Cards is $4 and they are sent via UPS ground. If merchandise items are included in your order, regular fees will apply.
  • - Maximum 5 Gift Cards per transaction.
  • - Coupons and discounts cannot be applied for gift card purchases.
  • - Sales tax will not be applied for gift card purchases. If merchandise items are included in your order, tax will only apply to merchandise items.
  • - Steve Madden will not be responsible for lost or stolen gift cards.
  • - Steve Madden Gift Cards and E-Gift Cards are non-transferable, non-refundable, cannot be returned or redeemed for cash.

Promotion Rules

  • - Promotions do not apply to Freebird by Steven and clearance items unless otherwise stated.
  • - Promotions do not apply to Gift Cards or E-Gift Cards.
  • - Promotions are not valid for cash or cash equivalent. Promotions cannot be applied to previous purchases nor combined with any other offers or discounts including price matching of any other retailer. Promotions cannot be combined with the Steve Madden employee discount.
  • - Qualifying promotion amount applies to merchandise only, excluding Gift Cards, E-Gift Cards, packaging, sales tax and shipping and handling charges.
  • - Returns and exchanges are subject to Steve Madden's return policy.
  • - Offers are non-transferable.
  • - Steve Madden has the right to cancel any promotion at any time without notice.
  • - Receive Free Ground Shipping, no minimum, by entering promotional code ENJOY
  • - Free shipping cannot be used on clearance items or gift cards.
  • - Free shipping is only valid for shipping addresses in the United States excluding Alaska, Hawaii, US Virgin Islands, Puerto Rico, Guam, military and air force bases.
  • - All clearance styles, Freebird by Steven, Women's Preorder shoes and Keyshia Cole styles are excluded from the current promotion.


Exclusions

All clearance items, Freebird by Steven and the TROOPA are excluded from all promotions and discount codes.


Privacy & Tech Support

Is it safe to use my credit card?
Yes, shopping at SteveMadden.com is safe.
Why is SteveMadden.com so safe?
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 customer service at 888-762-3336, 7 days a week, 9am to 10pm EST.
What browser works best with the SteveMadden.com site?
SteveMadden.com is currently optimized for FireFox 23.0.1 and Internet Explorer 10 browsers and above, with a screen resolution set to 1280X1024. Javascript and Cookies must be enabled. Please see your browser's help section for more information.

Contact Us

We always look forward to hearing from you. Please contact us:

  • - Fastest: Via Live Chat by clicking on the Live Chat at the top right of every page.
  • - Via e-mail at info@stevemaddendirect.com
  • - Via Phone at 1-888-SMADDEN ( 888-762-3336 )
  • - Outside US: 703-637-0022 (7 days a week, 9am to 10pm ET)

Please add info@stevemaddendirect.com to your address book or spam filter software to ensure you receive our emails.

Mailing Address:
Steve Madden Direct
7365 Main Street, # 204
Stratford, CT 06614-1300
(Do not send returns or promotional material to this address)

Retail Store Purchases
For assistance with any purchase made at a Steven or Steve Madden retail store, please return to the store where purchased for assistance Store Locator.
If you need assistance locating a specific item in a retail store, go to the product page on this site and click the ‘Find In A Store’ link. Choose the color and size and it will show any stores in your area that have the item. You may also call customer service at 888-SMADDEN(888-762-3336) for assistance.
Steve Madden Purchases at other retailers
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.
If a retail location did not assist you
If you have gone back to the Steve Madden store or other retail location where the purchase was originally made but still need further assistance please call 855-706-6500.