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FAQ

Frequently Asked Questions

HOLIDAY RETURN POLICY

Orders placed November 1st through December 31st can be returned until January 31, 2019.

Orders

You will receive an order confirmation via email.

Please contact us immediately via Live Chat or by calling 888-762-3336. If you contact us within 20 minutes of placing your order we can cancel and replace the order. 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.

We are unable to make any product changes to an existing order. Please contact us immediately via Live Chat or by calling 888-762-3336. If you contact us within 20 minutes of placing your order we can cancel and replace the order. 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.

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 and Puerto Rico usually take about 2 weeks to arrive.

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.

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".

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.

You may click the search bar in the upper right corner of every webpage 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.

Gift Cards may only be purchased and used to make purchases at a Steve Madden retail store (excluding our Colorado and Utah stores).

BILLING & SHIPPING

We accept Visa, MasterCard, American Express, Discover, JCB, Diners Club, PayPal, Apple Pay and Shopify Pay. We do an authorization when the order is placed to verify that the funds are available. We do not charge your card or account until the order has been shipped. We also offer After Pay which is an installment payment plan option.

No, Gift Cards can only be used at Steve Madden retail store (excluding our Colorado and Utah stores).

Standard Gift Cards and E-Gift Cards purchased online cannot be redeemed in Steve Madden stores. We are working to make this option available.

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.

We are required to charge sales tax because we have retail stores in the states listed below. Taxed states include: Arizona, California, Connecticut, 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, Virginia and Washington. Sales tax does not apply to orders shipped to addresses in other states.

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.

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. 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 and Guam is $24.95 per order.

Most orders are shipped within 24 hours of when they are placed, except for Pre-Order items.

No, we cannot ship to P.O. Boxes. We ship everything via UPS and need a street address for delivery.

We offer shipping to 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.

At this time we can only have one shipping address per order. However, you may place multiple orders.

RETURNS

For your convenience, we accept online returns at Steven and Steve Madden stores (only stores in the USA excluding Colorado and Utah locations). 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 My account click on ‘Generate Return Label’ and enter the e-mail address, order number and zip code used in the order. There you can request to return the merchandise and a pre-paid return label will be emailed to you. 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 15 days using either the UPS or USPS Mail Innovation 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.

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 .

Yes, we accept returns for online purchases at Steven and Steve Madden stores (only stores in the USA excluding Colorado and Utah locations).

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.

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 My account click on ‘Generate Return Label’ and enter the e-mail address, order number and zip code used in the order. There you can request to return the merchandise and 2 pre-paid return labels will be emailed to you, one for UPS and one for the USPS Mail Innovations. Please use the shipping method that works best for you. If you use the UPS ground label you may drop the package any UPS location. If you choose USPS (UPS Mail Innovations) label you may give the package to the United States Post Office.

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.

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.

You can return merchandise purchased online at a Steven and Steve Madden stores (only stores in the USA excluding Colorado locations). 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.

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). 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.

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 Promotional 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. 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). 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. Gift cards may be purchased and used at our Steven and Steve Madden retail stores (only stores in the USA excluding Colorado and Utah locations)

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).

Gift cards may be used at our Steven and Steve Madden retail stores (only stores in the USA excluding Colorado and Utah locations).

If you choose to return any of the items purchased with your gift card we will email you a Promo Code equal to the amount paid once the merchandise is received back.

- Coupons and discounts cannot be applied for gift card purchases

- 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 Terms & Conditions

- Promotions do not apply to Freebird by Steven and clearance items unless otherwise stated.

- 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 or change any promotion at any time without notice and in its sole discretion.

- Promotions may be subject to availability.

- Become an SM PASS Member and receive Free Two-Day Shipping on orders over $50 plus free in store returns.

- Free Shipping promotion is only valid for shipping addresses in the United States excluding Alaska, Hawaii, US Virgin Islands, Puerto Rico, Guam, military and air force bases.

Please note, this promotion may not be combined with any other offers unless explicitly noted. This offer is not valid on Clearance Items, Preorders or Gift Card orders.

*Offer valid for a limited time on the Steve Madden App and SteveMadden.com only. Get 25% off plus free two-day shipping. Enter the promotional code BYESUMMER at checkout. Certain EXCLUSIONS apply – gift cards, Clearance, Made in USA, all Preorder items and other select items are excluded from this promotion. Become an SM PASS Member and receive Free Two-Day Shipping on orders over $50 plus free in store returns. Free Shipping offer does not apply to clearance items, preorders or gift cards. Free Shipping promotions are only valid for shipping addresses in the United States excluding Alaska, Hawaii, US Virgin Islands, Puerto Rico, Guam, military and air force bases. Two-day shipping orders must be submitted by 1PM EST in order to ship out the same day. Orders placed after 1PM EST on Friday through the weekend will ship on Monday. Promotions are not valid for cash or cash equivalent and cannot be applied to previous purchases nor combined with any other offers or discounts including Steve Madden employee discount. Qualifying amount applies to merchandise only, excluding Gift Cards purchased, packaging, applicable taxes and shipping and handling charges. Returns and exchanges are subject to Steve Madden's return policy. Offer is non-transferable. Steve Madden has the right to cancel these promotions at any time. ITEMS EXCLUDED FROM PROMOTION: ABELLA, AIDA, ALINA, AMAYA, ANTICS, APRIL, ARCTIC, ASHER, ASHLYN, BAM, BEALE, BELLE, BELLE-F, BERTIE, BESS, BILLEY, BITTEN, BLAIRE, CAFÉ, CAPTURE, CARLI, CARRSON, CARRSON-R, CECILIA, CENTURY, CHARLEE, CHIARA, CLEARER, CLIFF, CONSPIRE, CRAVE, CREDIT, DAISE-R, DAISIE, DAISIE-L, DAISIE-S, DEVINE, DINA, DOLLY, DONDDI, DOVER, DRASTIC, ECENTRCQ, ECNTRCQT, ERIKA, ERIN, FEATHER, FEATHERL, FERRIS, FLOW, FOREVA, FRAN, FRANCINE, GENCA, GILLS, GRADY, GREECE, GREECE-W, HEATED, HIKE, HUMBLE, IDA, INTYCE, IRENEE, JIFFIE, JINX, KANDI, KHLOE, KIMMIE, KIRSTEN, LANCASTER, LEE, LOCAL, LULLA, MADELINE, MARVELOUS, MATAS, MAXIMUS, MAXINE, MEMORY, NEVADA, PAM, PASCALE, PATRICIA, PEARLE, PROBABLE, REBA, REECE, ROCKIE, ROYCE, SALUTE, SAVINA, SIMMER, SIMONE, SINFUL, SOPH, STECY, SUNDANCE, SYLVIE, THUNDER, TILT, TIMID, TRACE, TRACE-P, TRACE-S, TROOPA, VERDES, VISTA, WALDEN, WEDGIE, WEDGIE-P, WINONA, WRANGLE, ZANEY. Please also refer to the Promotion Rules page in the Customer Support section for the above exclusion list.

EXCLUSIONS

Yes, shopping at SteveMadden.com is 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.

Please read our Privacy Policy.

PRIVACY & TECH SUPPORT

Yes, shopping at SteveMadden.com is 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.

Please read our Privacy Policy.

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./p>

APPAREL

Steve Madden offers apparel from 3rd party vendors for purchase on SteveMadden.com. Each apparel brand ships directly from their warehouse to the SM customer. SM has a curated selection of apparel available to create the most trend right head 2 toe looks.

Apparel returns must follow the normal return process which can be found “HERE”

Please note: We do NOT accept apparel returns in any of our Steve Madden retail stores, you must ship all apparel back to our warehouse by following the directions “HERE”

Each brand has unique care instructions based on their own apparel items. Please refer to the care instructions by item by brand.

If you are part of the SM PASS loyalty program you will be eligible to receive apparel with 2 day shipping. Overnight shipping for apparel is NOT available.

Orders under $50 or for customers who are not part of SM Pass, the order will ship UPS ground.

CONTACT US

Customer Service is open until 1am ET on Black Friday and Cyber Monday to serve you better. Please let us know if we can be of assistance.

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 Ltd

Attn: Director of Customer Service, Ecommerce

52-16 Barnett Ave

Long Island City, NY 11104

(Do not send returns or promotional material to this address)

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 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 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.

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