FAQ

FREQUENTLY ASKED QUESTIONS

Customer Service will be open Saturday 9AM to 1PM ET and closed on Sunday. We will resume normal hours Monday at 9AM ET.


Expedited orders must be placed by 1PM ET to ship the same day.

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 (unless items are preorder or backorder) 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 either FedEx, OnTrac or Airterra for all standard shipping 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. Pre-Orders will ship on or about the date mentioned on the product page, except in rare cases when pre-orders are not shipped because the order has been cancelled based on demand.

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/OnTrac/Airterra 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. If you paid using AfterPay or Shopify Installments your account will be refunded. There is a small chance that certain preorders may be cancelled, based on demand, in which case refund will be issued the same day the order is canceled and usually reflects in 3-5 business days. 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. All preorders are charged on the 6th day since the order is placed. You may cancel a pre order item up until the time your order has begun processing. To cancel a preorder item please contact us via email at info@stevemaddendirect.com, Live Chat or by calling 888-762-3336. Once your order has been sent to a shipping facility it may no longer be cancelled. There is a small chance that certain preorders may be cancelled, based on demand, in which case refund will be issued the same day the order is canceled and usually reflects in 3-5 business days. Due to nationwide shipping volume, you may experience a delay. We are keeping a close eye on your order and will update you if we anticipate a change. We appreciate your patience.

If you cancel the order, AfterPay/Klarna will be notified and any upcoming installments will be cancelled/adjusted and all payments made up until that point will be refunded.

A preorder is an item sold for the first time on our website. Be among the first to wear these hot new styles! Orders will ship on or about the date mentioned on the product page. A backorder is a product which we currently don't have in stock but we are accepting new orders for it and, just like preorders, will ship on or about the date mentioned on the product page. All preorders and backorder items are charged on the 6th day since the order is placed. There is a small chance that certain preorders or backorders may be cancelled, based on demand, in which case refund will be issued the same day the order is canceled and usually reflects in 3-5 business days.

Both AfterPay and Klarna will start processing the installments as soon as the order is placed.

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, Utah and Savannah, GA stores).

BILLING & SHIPPING

We accept Visa, MasterCard, American Express, Discover, JCB, Diners Club, PayPal, Apple Pay and Shopify Pay. We also offer AfterPay and Klarna which are installment payment plan options. We do an authorization when the order is placed to verify that the funds are available. For items that are available to ship we do not charge your card or account until the order has been shipped. Preorder and backorder items are charged on the 6th day since the order is placed.

AfterPay and Klarna are services that allows you to pay for your order with 4 equal payments made every 2 weeks, interest free. To use Afterpay or Klarna simply shop as usual and proceed to checkout and then choose AfterPay or Klarna as your payment method. You will be directed to their website to register and provide payment details. If you’ve used either of them before, just log into your AfterPay or Klarna account.

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

No, Store Credits cannot be used on SteveMadden.com or for phone orders. They may only be redeemed in Steve Madden Stores. Please click here to find the store nearest you.

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.

Orders in the continental USA ship via FedEx ground, OnTrac or Airterra unless Two Day or Next Day shipping options were chosen at checkout for an additional fee. SM Pass members receive Free 2-Day shipping. Preorders and Backorders ship Standard. Due to nationwide shipping volume, you may experience a delay. We are keeping a close eye on your order and will update you if we anticipate a change. We appreciate your patience. See Shipping Policy.

Shipping within the continental USA is a flat fee of $8.95 per order. Express shipping options are available only in the continental USA for Two Day delivery at $18 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. Due to nationwide shipping volume, you may experience a delay. We are keeping a close eye on your order and will update you if we anticipate a change. We appreciate your patience.

Most orders are shipped the next business day after they are placed. We use FedEx/OnTrac/Airterra 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. Pre-Orders will ship on or about the date mentioned on the product page, except in rare cases when pre-orders are not shipped because the order has been cancelled based on demand. Due to nationwide shipping volume, you may experience a delay. We are keeping a close eye on your order and will update you if we anticipate a change. We appreciate your patience.

No, we cannot ship to P.O. Boxes. We ship everything via FedEx/OnTrac/Airterra 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 FedEx or Airterra 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

We gladly accept returns of UNWORN merchandise within 30 days of delivery except clearance items, which are final sale and may not be returned or exchanged. Returns will be refunded to the original method of payment.

* Return or exchange in one of our retail stores: For your convenience, we accept online returns at Steve Madden stores (only stores in the USA excluding Colorado, Utah and Savannah, GA locations). We gladly accept returns of unworn merchandise within 30 days of delivery. This excludes Apparel items. Clearance items, masks, mask filters and earrings 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 retail store near you. Shipping charges are not refundable. Returns will be refunded to the original method of payment or as store credit.

* Return or exchange via mail: Start by visiting our Returns Center. You can either print a shipping label and drop off at FedEx location, or you can take your item(s) in to a Happy Returns Return Bar to get your refund initiated immediately. You will receive an email when your return is received and your refund has been processed. Shipping charges are not refundable. Refunds are always issued to the original method of payment. To prevent a delay in refund, returns must be shipped back within 7 days since the return label was issued.

* Return or exchange in person with Happy Returns: Bring the item(s) you wish to return to a Happy Returns Return Bar location near you. You just provide your email address or order number and your refund will be initiated immediately. You can go directly to a location or Start Your Return online for an even faster in person experience. Shipping charges are not refundable. Refunds are always issued to the original method of payment.

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

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

You may obtain a return authorization by visiting our Returns Center or via phone, Live Chat or e-mail. You will then be able to print a prepaid return shipping label. You may drop the package at any FedEx location. We gladly accept returns of unworn merchandise within 30 days of delivery. This excludes clearance items which may not be returned or exchanged.

Once you have dropped off your return, either at one of our Steve Madden stores, at a FedEx location or at a Happy Returns Bar, your return will be checked in and the refund or the exchange order will be processed. To prevent a delay in refund, returns must be shipped back within 7 days since the return label was 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.

Once your return has been processed, we will notify AfterPay/Klarna. AfterPay/Klarna will then refund you the installments paid up until that point and cancel or adjust the remaining payments. Please also see our Return Policy for more details regarding our return process.

You can exchange your order by going in one of our Steve Madden Retail Stores (please click here to find the closest store to you). You may also exchange for a different size by visiting our Returns Center. You will be able to choose your exchange online and if the item is in stock, it will be shipped as soon as you drop off your item at a Return Bar or at a FedEx location. If your exchange item goes out of stock before your original order is returned at a Return Bar or scanned via FedEx, your original order will be refunded. If you wish to exchange for a different style or color, please place a new order for the style/color you would like and then call customer service at 1-888-SMADDEN to get a 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 they can file the return as an exchange and a full refund will be issued once the merchandise is received at our warehouse. To prevent a delay in refund, returns must be shipped back within 7 days since the return label was issued.

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 sent back a full refund will be issued.

If you prefer, you may return the item to a Steve Madden store (only stores in the USA excluding Colorado, Utah and Savannah, GA 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, a 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 Steve Madden store (only stores in the USA excluding Colorado, Utah and Savannah, GA 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 Steve Madden retail stores (only stores in the USA excluding Colorado, Utah and Savannah, GA 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 Steve Madden retail stores (only stores in the USA excluding Colorado, Utah and Savannah, GA locations).

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 are non-transferable, non-refundable, cannot be returned or redeemed for cash.

SM PASS Program

SM PASS is our new and improved 4-tiered loyalty program which gives you exclusive access to offers, rewards and member only perks online and in Steve Madden stores.

No! Joining is free and you can access current rewards as soon as you sign up.

Anyone who is a legal resident of the 50 US or DC and the age of 18+ is eligible to join SM PASS.

Do you already have a Steve Madden account? If yes, you’re already a member!! All you need to do is simply log into your account here

Don’t have an account with us yet? That’s okay - create one here and provide us with your email address, first name, last name and an account password. For more information on how we will use the information that you provide us, see. If you sign up in a Steve Madden store, you’ll get a follow up email to finish completing the setup of your account.

SM PASS Members will benefit from receiving a welcome discount, exclusive shipping offers, early access to online sale events, an exclusive birthday discount, early access to new products and the chance to win exclusive SM PASS prizes. Visit the SM Pass page to see the current benefits available to members.

Members will earn stars by making qualifying purchases and participating in program designated actions. Each action has different star values for completion. Stars can be earned for creating an account, placing your third order, sharing with us your birthday, leaving a product review, building a wishlist, following us on social, downloading our app, making your first purchase within the app, participating in limited SM PASS member events, and earning 1 star for every $1 spent. Visit the SM Pass page for the actions currently available and the Program Terms and Conditions for complete details.

SM PASS stars only start accruing once you join the program.

You can track your progress by logging into your SM PASS account here.

Your stars will be added to your account once your order has shipped. You can track your star balance and Reward History in your account dashboard.

If after 24 hours your stars aren’t visible in your account, don’t worry! Reach out to us at info@SteveMadden.com and we’ll be happy to assist you.

Because you earn stars for dollars spent, you will lose stars for every dollar refunded. If you return for an exchange, your stars will remain.

Your stars will expire on a rolling 12 month period.

For example: you earned 50 stars on April 1, 2022. Your 50 stars will expire on March 31, 2023.

Stars earn you additional perks. Your perks will be emailed (i.e. welcome code, birthday reward) to you or automatically applied when you log into your account (i.e. free shipping). Stars have no monetary value and cannot be redeemed for any cash value.

SM PASS is a four tiered program for members. The more stars you earn will upgrade your tier status. SM INSIDER is Tier 1 and is for any member with 0-200 stars. SM VIP is Tier 2 and is for members with 201-599 stars. SM SUPERSTAR is Tier 3 and is for members with 600-1,999 stars. SM ICON is for members with 2,000 or more stars

Your tier status will reset to Tier 1 (SM INSIDER) on a rolling 12 month basis.

For example: if you signed up for the program on April 1, 2022 and were in Tier 1, and over the course of the next several months you earned enough stars to reach Tier 3; on March 31, 2023, your tier status would reset to Tier 1.

Visit the SM PASS page to learn more about our program and click here for the program terms and conditions.

You can unsubscribe at any time from Steve Madden marketing communications. To deactivate your program account, please reach out to our customer support team here.

We’re happy to assist you. Contact our customer service team via email at info@SteveMadden.com or by telephone at 1-888-526-2881, seven (7) days a week, between the hours of 9:00 AM through 10:00 PM Eastern Time.

PROMOTION TERMS & CONDITIONS

  • Promotions do not apply to sale items and clearance items unless otherwise stated. Promotions exclude pre-order, back-order, and the following styles: AAHRON BLACK LEATHER, AAHRON TAN LEATHER, BDIGNIFY BLACK/BLACK, BDIGNIFY PINK/WHITE, BDIGNIFY SILVER MULTI, BMAXIMA, BRESLIN, BVITAL BLACK, BVITAL WHITE, CARRINE, CARRSON, CARRSON-R, CATCHER, CHARLIZE, CLEARER, COBRA, CYPRESS, FANTSIE, GWEN, GWEN-R, HARKEN BLACK LEATHER, HARKEN COGNAC LEATHER, HARLIN, HAYWARD, HEATHER, HUTCH, IRENEE, IRENEEW, KAROO, KENLEY-R, KLAYTON, LAIGHT BLACK VELVET, LAREDO, LAREDO-M, LAWRENCE, LANDO, LESSA, LILAH, LILAH-R, MANZIE, MAXIMA, MAXIMA-R, MAXIMA-S, MINGLE, NEWBIE, NOELLE, PASTRY, PEPE30, POSSESSION, PROCTOR BLACK LEATHER, PROCTOR TAN LEATHER, REVEL, STARIE, SANTINA, SKYLER-J, SLINKY30, TWICE, TRIXIE, UTILIZE, VALA, VIABLE, VIONNET, WEST, ZAYNE-R

  • 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 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 2-Day Shipping on orders over $50 plus free in store returns.

  • Free Standard and Two Day 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.

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

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.

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CONTACT US

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

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 Steve Madden retail store, please return to the store where purchased for assistance. Please check our Store Locator.

If you need assistance locating a specific item in a retail store you may contact customer service at 888-SMADDEN(888-762-3336), email or Live Chat 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 send us an email at info@stevemaddendirect.com.