Our Commitment to Your Satisfaction
At Steve Madden Online Shop, we’re dedicated to ensuring your shopping experience matches the quality and style of our fashion collections. If your purchase doesn’t meet your expectations, our straightforward returns and exchanges process makes it easy to find the perfect fit.
Return & Exchange Basics
- Return Window: 15 days from delivery date
- Condition: Items must be unworn, in original packaging with tags attached
- Original Proof: Include your original packing slip or order confirmation
Non-Returnable Items
To ensure hygiene and quality standards, the following items cannot be returned or exchanged:
- Slippers (due to intimate foot contact)
- Any items showing signs of wear, damage, or missing tags
- Products without original packaging
Step-by-Step Return Process
Step 1: Initiate Your Return
Contact our customer service team within 15 days of receiving your order:
- Email: [email protected]
- Include your order number and items you wish to return/exchange
Step 2: Prepare Your Package
- Place items in original packaging with all tags attached
- Include the original packing slip or a copy of your order confirmation
- Clearly indicate whether you prefer a refund or exchange
Step 3: Ship Your Return
Ship your return to our distribution center:
Steve Madden Online Shop
3562 Lightning Point Drive
Memphis, US 38128
Note: Return shipping costs are the customer’s responsibility unless the return is due to our error.
Refund Information
Processing Time & Method
- Processing Time: 5-7 business days after we receive your return
- Refund Method: Refunds will be issued to your original payment method
- Payment Options: Visa, MasterCard, JCB, or PayPal
Depending on your financial institution, it may take additional time for the refund to appear on your statement.
Exchange Process
For exchanges, follow the standard return process and clearly indicate:
- Item you’re returning
- Item you wish to exchange for (including size/color preferences)
- We’ll ship your new item once we receive the return
If the exchange item has a different price, we’ll process the appropriate refund or charge the difference.
Return Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email to: [email protected]
Dear Steve Madden Customer Service Team,
I would like to request a [return/exchange] for my recent order.
Order Information:
Order Number: [Your Order Number]
Order Date: [Date of Purchase]
Customer Name: [Your Full Name]
Items to Return/Exchange:
Product: [Product Name]
Size: [Size]
Color: [Color]
Reason: [Reason for return/exchange]
Preferred Resolution:
â–¡ Refund to original payment method
â–¡ Exchange for [Specific Product Details if Exchanging]
I confirm that the items are unworn, in original packaging with all tags attached.
Thank you for your assistance,
[Your Name] [Your Email Address] [Your Phone Number]Need Assistance?
Our customer service team is here to help with any questions about returns or exchanges:
Email: [email protected]
Response Time: Within 24-48 hours during business days
We’re committed to ensuring you’re completely satisfied with your Steve Madden experience.