Our Commitment to Your Shopping Experience
At Steve Madden Online Shop, we’re dedicated to bringing you fashion-forward footwear and accessories that match your unique style. We understand that finding the perfect fit is essential, which is why we’ve created a straightforward shipping and returns process to ensure your complete satisfaction.
Shipping Information
Order Processing Time
All orders are processed within 1-2 business days after payment confirmation.
Shipping Methods & Delivery Times
| Shipping Method | Carrier | Delivery Time | Cost |
|---|---|---|---|
| Standard Shipping | DHL or FedEx | 10-15 business days after shipment | $12.95 |
| Free Shipping | EMS | 15-25 business days after shipment | Free on orders over $50 |
Please Note: Delivery times are estimates and may vary based on destination and customs processing. We ship globally, excluding some Asian regions and remote areas.
Returns & Exchanges Policy
Return Basics
- Return Window: 15 days from delivery date
- Condition: Items must be unworn, in original packaging with all tags attached
- Documentation: Include your original packing slip or order confirmation
Non-Returnable Items
To maintain 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
Important: 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.
Need Assistance?
Our customer service team is here to help with any questions about shipping, 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.