Frequently Asked Questions

Orders

• ExpandHow will I know if my order is confirmed?

  You will receive an order confirmation via email.

• ExpandCan I make changes or cancel my online 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.

• ExpandCan I change the style, color or size after an order is placed?

  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.

• ExpandWhen is my order shipped?

  Most orders are shipped the next business day after they are placed. We use FedEx 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.

• ExpandHow 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 FedEx tracking number. Click on it to see the status of your shipment.

• ExpandWhat 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".

• ExpandWhat 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.

• ExpandHow can I find a STEVE MADDEN shoe I am looking for?

  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.

• ExpandCan Steve Madden Gift Cards be purchased and redeemed online?

  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

• ExpandWhat forms of payment are accepted for online purchases, and when am I billed?

  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.

• ExpandCan Gift Cards be used on SteveMadden.com?

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

• ExpandCan E-Gift Cards be used in Steve Madden 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.

• ExpandCan 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.

• ExpandWhy do I have to pay sales tax on my order?

  We are required to charge sales tax in 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 because we have retail locations in these states. In addition, due to local state tax laws we are required to charge sales tax in Colorado, Hawaii, Indiana, Maine, North Dakota, South Dakota, Utah, Vermont, West Virginia, and Wyoming. Sales tax does not apply to orders shipped to addresses in states not listed here.

• ExpandWhat shipping options are available in the continental USA?

  All orders in the continental USA ship via FedEx ground unless Two Day or Next Day shipping options were chosen at checkout for an additional fee. See Shipping Policy.

• ExpandWhat 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. 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.

• ExpandWhen is my order shipped?

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

• ExpandCan I ship an order to a P.O. box?

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

• ExpandCan I ship an order to a foreign country?

  We offer shipping to Puerto Rico, US Virgin Islands, Guam and Military bases. Your order will ship via FedEx 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.

• ExpandCan 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

• ExpandWhat 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). 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 the FedEx shipping label we supply. You may give the package to the United States Post Office or any FedEx 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 .

• ExpandCan 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).

  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.

• ExpandHow do I get a return shipping label?

  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 FedEx pre-paid return label will be emailed to you. You may give the package to the United States Post Office or any FedEx location.

  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.

• ExpandWhat is the usual turnaround time for returns?

  If you are shipping it back to us using our prepaid return label the usual turnaround time is 1 - 2 weeks from the day you give the package to FedEx 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.

• ExpandCan 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). 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 FedEx 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.

• ExpandWhat 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). 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.

• ExpandHow 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 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)

• ExpandWhat 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).

• ExpandHow can I redeem my Steve Madden Gift Card?

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

• ExpandHow do I return merchandise purchased with a Gift Card?

  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.

• ExpandGift Card Terms and Conditions

  - 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, sale items and clearance items unless otherwise stated. Promotions exclude sale, clearance, apparel, pre-order and the following styles: ADDY ADON ALL NOW ALYSE ALYSE-C AUDIENCE BADGIRL BANDI BERTIE BLADE BLOOMED BRADEN BUNDLEUP CAIRO CALIBER CALIBER-F CALIBER-L CAMILLE CAMRYN CARISSA CARRSON CARRSON-R CICI CLIFF (FULL PRICE SKU'S ONLY) COMFORT CONGO DECOY DINA DOVER ECENTRCQ FABFUZZ FARRELL FEATHER FEATHERL FEATHER-S FESTIVE FUZZ GAIL GETAWAY GIBSON GILLS GILLS-A GILLS-C GLASSY GLASSY-R GLOREY GLOVE HARLOW HATTIE IMPRESSED IRENEE ISSY ISSY-R JACEY JINGLE KEVYN KEYSTONE KIMMIE KNOXI LISALOVE LOFT LOFT-R MALIBU MALIBU-L MALIBU-R MALIBU-R MILANO-R MINA MUTUAL NECTUR NOA PHILO PHILOSOPHY PHILTRING PIXIE PRINCESS RAMZI RANGER REVIVAL REWARDED REZZA ROOKIE RUBIE RUDE SADDLE SIENNA SIGNAL SKYLA-R SLASHER SLINKY30 SOFINA SPRINTER STARLING TINA TORNADO TORNADO-F TORNADO-S TRISTA TROOPA TWISTER VALA VALA-R VALA-S VELA-R WAGON WEDGIE WEDGIE-RB WESTBROOK WESTLEY WONDERS WRENLEY.

• - Promotions do not apply to Freebird by Steven, sale items, clearance items and apparel 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.

PRIVACY & TECH SUPPORT

• ExpandIs it safe to use my credit card?

  Yes, shopping at SteveMadden.com is safe.

• ExpandWhy 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.

• ExpandWhere can I learn more about your Privacy Policy?

  Please read our Privacy Policy.

• 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./p>

APPAREL

• ExpandWhy are there other brands being sold on SteveMadden.com?

  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.

• ExpandWhat is the return process for non-Steve Madden apparel?

  Apparel returns must follow the normal RETURNS BY MAIL 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”

• ExpandApparel Care Instructions

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

• ExpandApparel Shipping Timeframe

  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 FedEx ground.

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 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)

• ExpandRetail 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.

• ExpandSteve 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.

• ExpandIf 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.