FAQ

Ordering & Payment
Shipping & Delivery
Returns & Exchanges
Complaints & Guarantee
Promotion Terms & Conditions
Gift Cards
Contact

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, Klarna, Shop Pay, Google Pay 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.

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

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

No. SM PASS is the loyalty program that is only available to residents of the United States. It does not apply to www.stevemadden.eu

Shipping & Delivery

Austria
Belgium
Bulgaria
Czech Republic
Estonia
Finland
France
Germany
Hungary
Ireland
Latvia
Lithuania
Luxembourg
Malta
Poland
Portugal
Romania
Slovenia
Slovakia
The Netherlands

Unfortunately, it isn't possible to ship to countries that aren't on this list.

We offer free shipping on all orders.

Orders placed on business days before 17:00 will be shipped the same day. Your order will be shipped the next business day in case you place your order after 17:00 or during the weekend. You will receive a confirmation per email once your order has been shipped. This applies to all countries accept for Finland. All orders for Finland are shipped within two business days.

Once your order has been shipped, it will be delivered within approximately three business days, depending on the shipping country.

Once your order has been shipped, you'll receive a confirmation per email. This contains the 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. If you have any questions regarding the tracking of your order, you can always contact our customer service by email: customersupport@stevemadden.eu

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 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.

Please fill out the reason for return on the packing slip and attach the packing slip to your order.
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.
Pay for the return label and keep your proof of postage. Return shipping costs are non-refundable.
You can expect the refund within 5 business 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 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 business 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

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.
The following items are excluded from the discount code: Daisie Heel Crystal, Daisie Heel Lavender Leather, Daisie Heel Magenta Patent, Daisie Heel Purp/Fuch, Daisie Heel Teal Patent, Daisie-SN Heel Green Snake, Ravaged Sandal Blush Satin, Ravaged Sandal Lavender, Ravaged Sandal Teal Satin, Vava Boot Leopard Velvet, Vava-SN Boot Green Snake, Viyana Pump Camel Patent, Viyana Pump Magenta Patent.

Gift Cards

You can buy the Steve Madden Gift Card in our online store. We have the following Gift Cards available: €10, €25, €50, €75, €100, €150 and €200.

You can simply redeem your Steve Madden Gift Card in the checkout. Please follow the next steps:

You can find your Gift Card code and PIN in the email you received. The Gift Card code consists of 16 characters and the PIN of 4 characters.
Choose your favorite Steve Madden item(s) and add them to your cart.
Go to your cart and click on 'checkout'.
You can fill in the Gift Card code (16 characters) and PIN (4 characters) in the 'Gift Card or discount code' field.
The amount will be redeemed from your total order amount.

Please note: you can only redeem the Gift Card on www.stevemadden.eu, www.stevemadden.nl, www.stevemadden.de and www.stevemadden.fr.

Is the balance on your Steve Madden Gift Card not high enough to pay fully for the purchase? Then you can pay the remaining amount with another payment method. For example using credit card, debit card or Paypal. Take a look at our FAQ page for all payment methods.

Is the balance on your Steve Madden Gift Card higher than the amount to be paid? Then the remaining balance will of course remain on your Steve Madden Gift Card. You can use this balance on your next purchase.

You easily check your balance via the email you received. Click on 'view Gift Card' and the remaining amount will show at the top right.

You can easily remove your Steve Madden Gift Card from your cart. You can do this as long as you have not yet confirmed your order.

Please contact our Customer Service by email customersupport@stevemadden.eu if your Gift Card isn’t working. Our customer service is available every business day from 8:30 until 17:00 (Central European time).

You can use as many Steve Madden Gift Cards as you want for one order. The value of each Gift Card is automatically deducted from the order value.

Would you like to return an order that was (partially) paid for with the Steve Madden Gift Card? Then you will receive the amount back on your current Gift Card. Tip: Save your online Gift Card.

There is no expiration date of your Steve Madden Gift Card. The balance on the Gift Card is valid indefinitely. The amount on the card can be spent all at once or in parts.

No, it is not possible to apply a discount to an order that contains a Gift Card. In case you would like to apply a discount code to an order that contains both a Gift Card and another item(s), we would like to advise to place seperate orders for the Gift Card and the other item(s).

No, this is unfortunately not possible.

We are so sorry your Steve Madden Gift Card is lost. Please send an e-mail to customersupport@stevemadden.eu and include your proof of purchase of the Gift Card. Our customer service is available every business day from 8:30 until 17:00 (Central European time).

All terms of use associated with the purchase and use of the Gift Card can be found here.

Contact

Is your question not answered in our FAQ? Feel free to contact us by email: customersupport@stevemadden.eu

FAQ