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FAQ

Frequently Asked Questions

Ordering & Payment

To quickly find an article, you can enter the search term in the text field right above on our webshop. You can also use the filter options in the left column. There you can filter on category, type of shoe, size, color, price and heel height to make online shopping even easier!

No, items in your basket aren't reserved. The purchased product(s) will be taken out of stock for you when you have paid.

After you have placed your order, it will be processed right away and prepared for shipping as soon as possible. Therefore, our system unfortunately doesn't allow us to cancel or adjust an order once it's placed.

You can pay your order with Visa, MasterCard, Maestro, Paypal and Bancontact. When choosing for credit card payments, we'll write off the amount directly from your credit card.
After an order is placed, our system will authorize your payment to verify that the funds are availabe.

Yes, we focus on private consumers, and therefore our prices are including VAT in pounds.

If you want to use a discount code, you can apply it when you proceed from your shopping basket to the check out. In the check out, you can see an overview of the product(s) you're going to order on the right. This contains a text box with the text 'discount'. Type the discount code that you want to use and click on 'apply. After applying the discount code, it will be displayed whether the code has been processed successfully or not. When the code has been applied successfully, the purchase amount will be adjusted automatically.

Is it not possible to apply the discount code? Then the products in your shopping cart probably don't meet the condition of the code or the discount code might has expired. If you have any questions regarding your discount code, you can always contact our customer service by email:customersupport@stevemadden.eu

Shipping & Delivery

We ship within the UK. If you have any questions about our shipping countries, you can always contact our customer service by email: customersupport@stevemadden.eu

We offer free shipping on all orders.

We aim to ship your order within two business days. You will receive a confirmation by email as soon as your package has been dispatched.

Due to Brexit, it may take a little longer for your package to be delivered than you're used to. Therefore, we can't guarantee a specific delivery date at the moment. We would like to recommend to keep an eye on the track & trace for the most recent status update.

If you have any questions about the shipping of your order, you can contact us at: customersupport@stevemadden.eu

ATTENTION: The delivery time is estimated. Steve Madden isn't responsible for delays due to weather, delivery carrier factors, customer error, holiday-related delays, international customs regulations, or any other unforeseen factors.

After your order has been dispatched from our warehouse, you will receive a link by email that redirects to the UPS or DPD track and trace code that belongs to your order. You can use this link to track your order and see when it will be delivered.

Didn't you receive the email with the link to the track and trace code? Check your spam folder. It might be hiding there ;)

If you have any questions regarding the tracking of your order, you can always contact our customer service by email: customersupport@stevemadden.eu

Were you not at home at the time that the courier was there to hand over your order? We're sorry to hear that.

In that case, we would like to ask you to check the detailed information your track and trace code will give you after the courier tried his first attempt.

Returns & Exchanges

At Steve Madden you can easily return unworn shoes, apparel or bags within 30 days after you received your order. We advise you to try on shoes on a carpeted surface until you're certain you're keeping them. Use the supplied packing slip to return your order. Is the packing slip missing? Then it can also be downloaded here.

1. Please fill out the reason for return on the packing slip.

2. Carefully pack your return. Shoes must be returned in the original shoe box. Add the packing slip to the package and make sure that the commercial invoice is attached to the outside of the box. 

ATTENTION: Since Brexit, you're obliged to attach the commercial invoice to the package. If no commercial invoice is attached to the package, it will not get through customs clearance. The costs for resending your package in this case are for your own account. Are you no longer in possession of the commercial invoice? Please contact our customer service customersupport@stevemadden.eu.

3. Write the return address on your package and take it to your local postal service. Pay for the return label and keep your proof of postage. Return shipping costs are non-refundable.

4. You can expect the refund within 5 business days after we have received and processed your return. All refunds will be issued to your original payment method.

 

Return address

Steve Madden - DSV Solutions NL
Transportweg 7
7041 KK s-Heerenberg
The Netherlands

 

Return conditions

Carefully pack your return. Shoes must be returned in the original shoe box. Please fill out the reason for return on the packing slip and add it to the package. Make sure that the commercial invoice is attached to the outside of the box. 

We can only accept returns from orders made on stevemadden.co.uk. Any Steve Madden products purchased from other retailers must be returned where purchased.

Do you have a complaint about one of the products you received? Then we would like to ask you to contact our customer service immediately with your complaint and order number. Don't forget to provide us with pictures of the complaint. Based on your complaint and the pictures, we will try to find a suitable solution as soon as possible!

You can contact our customer service by email: customersupport@stevemadden.eu

We can't accept returns that are worn, damaged, or that doesn't comply to the conditions above.

As a customer, you will be liable for the return costs. You can return your order with a logistic company of your own choice. 

Please make note that all returns must be send back to our warehouse in the Netherlands. Unfortunately, it isn't possible to return your order in store.

The shipping and processing of returns can take up to 14 days. You can expect the refund within 5 working days after we have received and processed your return. Any refunds will be issued to the payment method you used to place your order so please check this payment method.

ATTENTION: Keep your proof of return until your return has been fully processed and refunded. Without a valid proof of return, we can't start an investigation for your missing return. This means that we can't process the refund in the case of a missing return without a valid proof of return.

No, our system unfortunately doesn't allow us to offer our customers exchanges at this moment.

If you would like to receive another size or color, we would like to ask you to return your first order and make a new order with the product(s) you want to receive.

Complaints & guarantee

Unfortunately, it can happen that something goes wrong with your order before or during shipment. You of course can't do anything about this as a customer!

In that case, we would like to ask you to contact our customer service immediately with your complaint and order number. We will always ask you to send pictures of your complaint. Based on your complaint and the pictures, we will try to find a suitable solution as soon as possible!

You can contact our customer service by email: customersupport@stevemadden.eu

ATTENTION: If you have a complaint about a Steve Madden product bought at another retailer, please contact their customer support. We're positive that they will handle your complaint properly.

Steve Madden is guaranteed against manufacturer’s defect for a maximum of 6 months for shoes and 30 days for bags from the date of purchase.

Have you received a product that has a manufacturing default? Then we would love to hear from you so that we can offer you a suitable solution as soon as possible.

You can file your complaint by email: customersupport@stevemadden.eu

There are several complaints we unfortunately can't cover.

Kind of complaints that we can't cover are:

  • Normal wear and tear
  • Any damages caused by accident, abuse, neglect, shock, improper use or storage of product
  • Wear and leak of color of linings due to excessive transparency
  • Broken zippers
  • Damage caused by chemicals

Contact

Is your question not answered in our FAQ? Feel free to contact us by email: customersupport@stevemadden.eu

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