Steve Madden - Customer Support

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

* Please note our telephone lines will be closed on Saturday, April 26, 2008 and Sunday, April 27, 2008.

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We promise to get back to you promptly, if we are unable to serve you at the time of your inquiry.

We Suggest you review the Frequently Asked Questions Below. Many of the commonly asked questions are answered below for your convenience.

Frequently Asked Questions

What is the cost of shipping?

How long does shipping take?

Can I exchange an item for another size or style of color?

How do I return my purchase?

How long will it take for a credit to be applied to my credit card?

How can I find a STEVE MADDEN shoe I am looking for?

What is your policy on damaged items?

How do I and when can I cancel my order?

Can I return merchandise to stevemadden.com that I did not purchase from stevemadden.com?

What is the cost of shipping?
Shipping within the continental USA is $8.95 for the first item and $3.95 for each additional item. Shipping to Hawaii, Alaska and Puerto Rico is $19.95 for the first item and $6.95 for each additional item in the order. To ship to a Military Base is $14.95 for the first item and $5.95 for each additional item. All other international orders including Canada are $29.95 for the first item and $12.95 for each additional 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.

How long does shipping take?
Most orders are shipped the day after they are placed. We use DHL ground shipping for all orders in the continental USA which can take as long as 7 days from time of shipment. However, we ship many of our orders from our retail stores and make every effort to find the store closest to you. As a result many orders arrive in 1-2 days of shipment. Orders to Hawaii, Alaska, Puerto Rico and Canada usually take 1-2 weeks to arrive. All other international orders take 14-21 days to be delivered.

Can I exchange an item for another size or style or color?
Unfortunately we do not do exchanges. Our reasoning is simple. Our products are in high demand and if you send back the item you want for an exchange, there is no guarantee we will have what you want at that time. As a result we suggest you buy the style color you want and send back the ones you do not for a return.

How do I return my purchase?
We gladly authorize returns of unworn merchandise. The authorization must be requested within 14 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 and order number then follow the instructions there. The merchandise must be received back at our warehouse within 45 days using the prepaid United States Postal Service label we supply. Clearance Items and Design Your Own shoes may not be returned or exchanged. Please click here for our full return policy.

How long will it take for a credit to be applied to my credit card?
Once your return is checked in at the warehouse, we will email you to let you know it has been received. We then normally 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.

How can I find a STEVE MADDEN shoe I am looking for?
Our selection and inventory shows most of what is available at all Steve Madden stores. From time to time retail stores have merchandise which is not available nationally. In this case SteveMadden.com does not have the shoe, a photo or a way to sell the product.

What is your policy on damaged items?
If you receive damaged or defective items, please notify us immediately via email, live chat or call 1-888-762-3336. Of course the item will need to be inspected by us to verify the quality issues. Please contact us to get a label to return the item. In the event that we verify the quality issue the cost of shipping will be paid by us. Please be respectful of the fact that item should not be expected to live beyond the conditions of normal wear and tear. Please click here for our full return policy.

How do I and when can I cancel my order?
Please contact us via Live Chat or phone to cancel an order. Once the order has been processed, we are not able to cancel it. Almost all orders are shipped within 24 hours. In this case, wait until the order arrives and follow the return procedure above.

Can I return merchandise to stevemadden.com that I did not purchase from stevemadden.com?
We are sorry but we only handle returns for items purchased from stevemadden.com

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