Customer Support - FAQ's
Contact Us | Orders | Billing & Shipping | Returns | Privacy Tech SupportSteveMadden.com Questions
We always look forward to hearing from you. Please contact us:
- Fastest: Via Live Chat by clicking on the Live Chat button at the top right of every page.
- Via e-mail at info@stevemaddendirect.com
* Please add info@stevemaddendirect.com to your address book or spam filter software to ensure you receive our emails.
- Via Phone at 1-888-SMADDEN ( 888-762-3336 )Outside US: 703-637-0022 (7 days a week, 9am to 10pm ET)
- Mailing Address:
Steve Madden Direct
7365 Main Street, Box 204
Stratford, CT 06614-1300
(Do not send returns to this address)
Retail Store Purchases
For assistance with any purchase made at a Steven or Steve Madden retail store, please return to the store where purchased for assistance Store Locations .
If you need assistance locating a specific item in a retail store, go to the product page on this site, choose the color and size you are looking for and click Find this product in a store link. It will show any stores in your area that have the item or you may call customer service at 888-SMADDEN(888-762-3336).
Steve Madden Purchases at other retailers:
Steve Madden merchandise purchased from other retailers, including department stores, must be returned to the store from which it was originally purchased and is subject to the return policy of the originating retailer.
Corporate Questions
For help locating an employee or specific department, and information about advertising or licensing, please call Steve Madden Corporate at 800-747-6233.
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Contact Us | Orders | Billing & Shipping | Returns | Privacy Tech SupportQ: How will I know if my order is confirmed?
A: You will receive an order confirmation via email.
Q: Can I make changes or cancel my online order?
Please contact us via Live Chat or phone to cancel an order. Once the order has been sent to a shipping facility, we are not able to cancel it. Almost all orders are shipped within 24 hours. In this case, we ask that you please wait until the order arrives and follow the return procedure.
Q: When is my order shipped?
A: Most orders are shipped the next business day after they are placed. We use UPS ground shipping for all orders in the continental US. Orders arrive within 3-7 business days. Orders to Hawaii and Alaska also arrive in 3 - 7 business days, orders to Puerto Rico and Canada usually take 2 weeks to arrive. All other international orders take 10-21 days to be delivered depending on location.
Q: How can I track the status of my order?
A: Click on the 'Order Status' link and log into your account. If you do not have an account with us then enter your email address and order number to find the status of your order.
Q: What if I place an order and Steve Madden doesn't have the item in stock?
A: If we are unable to fill your order you will be notified via email. Your credit card will not be charged. You can also check the status online by clicking the 'Order Status' link and logging in using your email address and order number.
Q: What is a Pre Order shoe? What if I want to cancel a Pre Order?
A: A Pre Order shoe is one that you are ordering before we have it in inventory so you will be one of the first to receive it. You may cancel a pre order item up until the time your order has begun processing. To cancel a preorder item, go to 'Order Status' link and log in with your email address and order number. Next to the item there is a cancel button. You may cancel it yourself there or you may contact customer service via phone or live chat to assist you. Once your order has been sent to a warehouse or store to be shipped then it may no longer be cancelled.
Q: How can I find a STEVE MADDEN shoe I am looking for?
A: You may use the search button to find a particular style, color, or heel height (ex. Type in "red") and all the shoes we have in the color red will be listed. SteveMadden.com carries most of what is available at Steve Madden stores.
Q: Can Steve Madden Gift Cards be purchased and redeemed online?
A: Steve Madden Gift Cards may be purchase on SteveMadden.com but may only be used in our retail locations. At this time we can not redeem gift cards on SteveMadden.com or for phone orders.
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Contact Us | Orders | Billing & Shipping | Returns | Privacy Tech SupportQ: What forms of payment are accepted for online purchases, and when am I billed?
A: We accept Visa, MasterCard, American Express, and Discover. Your card is authorized when the order is placed to verify that the funds are available. We do not charge your credit card until your order has been shipped.
Q: Why do I have to pay sales tax on my order?
A: We are required to charge sales tax because we have retail stores in the states listed below.
Taxed states include: Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia and Washington. Sales tax does not apply to orders shipped to addresses in other states.
Q: What shipping options are available?
A: Shipping within the continental USA is a flat fee of $7.95 per order. Shipping to a Military Base is $14.95 per item. Shipping to Hawaii, Alaska, Puerto Rico and Canada is $24.95 per item. All other international locations are $39.95 per item. Please note that all duties and taxes in Canada and internationally are the responsibility of the customer and are not included in your Steve Madden charges.
Q: When is my order shipped?
A: Most orders are shipped the next business day after they are placed. We use UPS ground shipping for all orders in the continental US. Orders arrive within 3-7 business days. Orders to Hawaii and Alaska also arrive in 3 - 7 business days, orders to Puerto Rico and Canada usually take 2 weeks to arrive. All other international orders take 10-21 days to be delivered depending on location.
A: No, we cannot ship to P.O. Boxes. We ship everything UPS ground and need a street address for delivery.
Q: Can I ship an order to a foreign country?
A: Yes, we ship to most countries. The shipping fee for international packages is $39.95 per item. Your order will ship via UPS from our facilities to our international shipping station in Connecticut where the merchandise will be inspected and then reshipped out of the U.S.A. via Federal Express International or United States Postal Service (USPS). Please allow 1-3 weeks for delivery. It's important to note that all duties and taxes are the responsibility of the recipient and are not included in the Steve Madden charges.
Q: Can I ship an order to multiple addresses?
A: Unfortunately at this time we can only have one shipping address per order.
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Contact Us | Orders | Billing & Shipping | Returns | Privacy Tech SupportQ: What is SteveMadden.com's Return Policy?
A: For your convenience, we accept online returns at Steven and Steve Madden stores (only stores in the USA excluding Colorado locations and Steve Madden Outlets). We gladly accept returns of unworn merchandise within 30 days of delivery. This excludes clearance items and earrings which may not be returned or exchanged. All handbags and accessories must have original tags attached. Take the merchandise in its original packaging and the packing slip from the shipping carton to the store. Click here to find a store near you. Returns will be refunded to the original method of payment or as store credit.
If there is no store near you then you may obtain return authorization via phone, Live Chat, e-mail or at the following link by entering your email address, order number and following the instructions. The authorization requests must be made within 30 days from when your order is delivered. The merchandise must be received back at our warehouse within 45 days using the hybrid prepaid UPS shipping label we supply. You may give the package to the United States Post Office or any UPS location. Shipping charges are not refundable and there is a $7.95 per order return fee that covers restocking and postage back to the warehouse. Clearance items and earring purchases may not be returned or exchanged and are not refundable unless the product is damaged or defective.Once your return is checked in at the warehouse, you will be sent an email to let you know it has been received. Shortly thereafter you will receive a second email confirming the refund has been issued. From this time, it takes up to 3 business days to show up on your credit card account.
Steve Madden merchandise purchased from other retailers, including department stores, must be returned to the store from which it was originally purchased and is subject to the return policy of the originating retailer.
Q: Can I exchange an item for another size, style or color?
A:Unfortunately we are not able to take back exchanges at this time. Please place a new order for the style and color you want and call customer service at 1-888-SMADDEN 888 762-3336) to get the return authorization and a prepaid UPS mailing label to send the item back to us as a return. When you call customer service please have your new order number handy so we can file the return as an exchange and a full refund will be issued once the merchandise is received back at our warehouse.
Q: What is your policy on damaged items?
A: If you receive damage or defective items, please notify us immediately via email, live chat or call 1-888-SMADDEN (888 762-3336 ) and we will send you a return label and receive a full refund.
Q: How do I return an item I received as a gift?
A: You should contact our Customer Service department and they will issue a 'Gift Exchange' return authorization. Once the item is received back, a discount code equal to the amount paid for the merchandise will be emailed to the gift recipient so they may purchase a different item on SteveMadden.com.
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Contact Us | Orders | Billing & Shipping | Returns | Privacy Tech SupportQ: Is it safe to use my credit card?
A: Yes, shopping at SteveMadden.com is safe. Our SteveMadden.com Safe Shopping Guarantee covers every credit card purchase on SteveMadden.com. See Guarantee details below.
Q: Why is SteveMadden.com so safe?
A: Steve Madden.com protects the security of your online transaction by taking advantage of Secure Sockets Layer (SSL) technology. SteveMadden.com uses digital certificates provided by Thawte, which are required for SSL, the industry standard for encryption. SSL technology encrypts data allowing only SteveMadden.com to decode your information and helps to create a secure environment for transactions on the Internet.
If you're not comfortable shopping online and would prefer to place your order by phone, please call our Customer Service Team toll-free at 1-888-SMADDEN (888 762-3336) (7 days a week, 9am to 10pm EST)
Guarantee Details:
1. Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank does hold you liable for any of this $50.00, SteveMadden.com will cover the entire liability for you, up to the full $50.00. SteveMadden.com will only cover this liability if the unauthorized use of your credit card resulted through no fault of your own from purchases made at SteveMadden.com while using the secure server.
2. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.
Q: Where can I learn more about your Privacy Policy?
A: Please read our Privacy Policy.
Q: What browser works best with the SteveMadden.com site?
A: SteveMadden.com is currently optimized for FireFox 2.0 and Internet Explorer 6.0 browsers and above, with a screen resolution set to 1024X800. Javascript and Cookies must be enabled. Please see your browser's help section for more information. 
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