FREE SHIPPING & RETURNS ON ALL ORDERS

ORDERS PLACED ON BUSINESS DAYS BEFORE 4PM WILL BE SHIPPED THE SAME DAY

EXTENDED 60 DAY RETURN POLICY

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.co.uk

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.co.uk

We offer free shipping on all orders.

Orders placed on business days before 4PM will be shipped the same day. Your order will be shipped the next business day in case you place your order after 4PM or during the weekend. You will receive a confirmation per email once your order has been shipped. Once your order has been shipped, it will be delivered within approximately two business days. 

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? Please check your spam folder. 

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

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

Is your order not entirely what you expected? We're sorry to hear that. At Steve Madden you can easily return unworn shoes, bags, clothing or accessories. Our return policy has been temporarily extended to 60 days, counting from the day your order was delivered. We advise you to try on shoes on a carpeted surface until you are certain you are keeping them. Use the supplied return label and 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 and attach the packing slip to your order. 

2. Carefully pack your return. Shoes must be returned in the original shoe box. Contact our customer support at customersupport@stevemadden.co.uk in order to receive your free return label. 

3. Stick the return label on the box and take it to your local postal service. Keep your proof of postage. 

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. You will receive a confirmation per email. 

 

Return address

Steve Madden c/o DSV Solutions Ltd.
HP2 Building
Haldens Parkway
Thrapston
NN14 4QS
United Kingdom

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. 

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. 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.co.uk

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

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

We offer free returns on all orders.

The shipping and processing of returns can take up to 14 days. You can expect the refund within 5 business 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.co.uk

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.co.uk

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

Promotion Terms & Conditions

  • Discount codes have a limited validity.
  • Discount codes may be linked to certain categories or (discount) promotions.
  • Discount codes may have a minimum and/or maximum order value. Even after you have returned items, this minimum order value must still be achieved.
  • Discount codes cannot be applied to previous purchases nor combined with any other offers or discounts including price matching of any other retailer.
  • Discount codes are not valid for cash or cash equivalent.
  • In case you return your order, the discount code will not be valid again for the next order.
  • Steve Madden Europe has the right to cancel or change any promotion at any time without notice and in its sole discretion.
  • 20% discount on your order with the unique code you receive after subscribing to our newsletter.
  • The discount code can only be applied to full-priced items.
  • The discount code is valid for 30 days after receipt. After this, the discount code will expire.
  • The discount code is unique and can only be applied once.

    Contact

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

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