OFFICIAL EU WEBSHOP  |  FREE DELIVERY |  SAME DAY SHIPPING*

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, PayPal, iDeal, Giropay and Sofort. Payment options may differ per country. 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 authoritize your payment to verify that the funds are availabe.

NEW: Pay after you receive your order with Klarna. Convenient and completely free of charge. To make use of this, choose Klarna in the checkout. Klarna is only available in Germany, Finland, the Netherlands and Austria

Want to know more? Click here!

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

ATTENTION: All orders to Norway are sent under the condition DAP (Delivered At Place). This means that the buyer is responsible for import clearance and any applicable local taxes or import duties. For more information click here.

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

Unfortunately, it isn't possible to ship to countries that aren't on this list. 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 over £65. If your order amount doesn't exceed £65, you will pay £6,95.

Orders must be placed on business days by 5PM* to be qualified for same-day shipping.

Estimated delivery times:

  • Austria: 3 business days
  • Belgium: 1 business day
  • Bulgaria: 4 business day
  • Czech Republic: 3 business days
  • Denmark: 3 business days
  • Germany: 2 business day
  • Estonia: 4 business days
  • Finland: 5 business days
  • France: 2 business days
  • Hungary: 3 business days
  • Ireland: 3 business days
  • Latvia: 4 business days
  • Lithuania: 4 business days
  • Luxembourg: 1 business day
  • Netherlands: 1 business day
  • Poland: 3 business days
  • Romania: 3 business days
  • Slovakia: 3 business days
  • Slovenia: 3 business days
  • Sweden: 3 business days
  • UK: 3 business days

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

*central European time

All orders placed by 5PM* on business days will be dispatched from our warehouse the same day! After your order has been dispatched from our warehouse, you will receive a link by email that redirects to DHL 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 DHL 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

*central European time

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 DHL track and trace code will give you after the courier tried his first attempt.

Returns & Exchanges

Is your order not entirely what you expected? That's a shame but of course can happen! At Steve Madden Europe you can easily return unworn shoes, bags or accessories within 30 days after you received your order. Use the supplied packing slip for this. Do you miss the packing slip? 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 in the original packaging and protective paper. Write the return address on your package and take it to your local postal service.
  3. 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 working days after we have received and processed your return. All refunds will be issued to your original payment method.

Return address

Steve Madden Europe
Hermelijnweg 7
4877 AE Etten-Leur
The Netherlands

Return conditions

  • Return your order in the original packaging (box), please make sure your return is well packed.
  • Cards, stickers or other tags may not be removed.
  • Please add the packing slip and fill out the return reason code on the return form on your packing slip.

We can only accept returns from orders made on stevemadden.eu. 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 add 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.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. The return costs will vary, depending on the country you're returning your order from.

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 Europe 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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