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, Google Pay and Shop Pay. 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.

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

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:

Shipping & Delivery

We offer free shipping on all orders.

All orders are shipped within two business days. 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 three business days. 

Once your order has been shipped, you'll receive a confirmation per email. This contains the Postnord tracking code you can use to follow your order. Please keep an eye on the tracking code to see when the courier expects to deliver your order. 

Didn't you receive the email with the link to the Postnord 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:

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 UPS 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. We offer a return period of 30 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 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 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. You will receive a confirmation per email. 

Return address

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

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 courier.

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. 

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:

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:

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.
  • The discount code applies to all full-priced items.
  • The discount code is unique and can be applied once.
  • The discount code is valid for 30 days.
  • The discount code is for new subscribers only. This means that you will not receive the discount code if you have previously subscribed to the newsletter.


Is your question not answered in our FAQ? Feel free to contact us by email:



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