At the Steve Madden Store, we believe confident style should be paired with equally confident shopping. Just as our Booties, Boots, Heels, Loafers & Flats, Sneakers, and curated collections from The Boot Shop are designed for your bold, trend-conscious journey, our returns process is crafted to be seamless, clear, and secure. We understand that sometimes a style needs to be tried on for size—both in fit and in life.

This policy is designed with our global clientele in mind—from the city professional to the bold trendsetter—offering the transactional peace of mind that matches our Fashion-Forward, Security-First philosophy.

Key Policy Summary

  • Return Window: 15 days from the date you receive your order.
  • Condition: Items must be unworn, in original packaging, with all tags attached.
  • Process: Initiate your return via email using our template below.
  • Refunds: Issued to your original payment method within 7-10 business days of our warehouse receiving the return.
  • Exchanges: Subject to product availability. We recommend a return and new purchase for speed.
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility unless the item is faulty.

The Returns & Exchanges Process: Step-by-Step

  1. Review & Prepare Your Item

    Ensure the item is in its original, saleable condition: unworn, unmarked, with the original shoe box and all protective packaging (e.g., dust bags, tissue paper). All tags must be attached. This applies across all collections, from sturdy Boots to delicate Heels.

  2. Initiate Your Return Request

    Within 15 days of delivery, send a return request email to our customer service team at [email protected]. Please use the template provided in the next section to ensure we have all necessary information for a swift resolution.

  3. Receive Your Return Authorization & Instructions

    Our team will review your request within 1-2 business days and email you a Return Authorization (RA) Number and detailed instructions on where to ship your package. Please do not ship any items back without this RA number.

  4. Ship Your Return

    Securely package the item(s) in the original or a similar sturdy box. Include a copy of your order confirmation or the RA slip inside the package. Ship the package to the address we provide, using a trackable shipping service. We recommend retaining your proof of postage.

  5. Receive Your Refund or Exchange

    Once our warehouse receives and inspects your return, we will process your request. You will receive a confirmation email.

Return Request Email Template

To expedite your request, please copy, paste, and fill out the following template when emailing us at [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Steve Madden Store Customer Service Team, I would like to request a return/exchange for my recent order. Order Number: [Please insert your order number] Name: [Your Full Name] Email Address: [The email used on the order] Item(s) for Return/Exchange: – Product Name: [e.g., “Linden Bootie in Black”] – Size: [e.g., US 8] – SKU/Item Code: [If available on your order confirmation] – Reason: [e.g., Incorrect Size / Change of Mind / Product Defect (please describe)] I confirm that the item(s) are unworn, in original packaging, with all tags attached. Please advise on the next steps and provide the Return Authorization details. Thank you, [Your Name] [Your Phone Number – Optional but helpful]

Refund Timeline & Method

Your financial security is our priority, mirroring the secure payment processing we use for Visa, MasterCard, JCB, and PayPal.

  • Timeline: Refunds are processed within 7-10 business days after we receive and approve your return at our warehouse.
  • Method: The refund will be issued to the original payment method used for the purchase (e.g., your credit card or PayPal account).
  • Notification: You will receive an email confirmation once the refund has been initiated. Please note that it may take an additional 3-5 business days for the refund to appear on your bank or card statement, depending on your financial institution’s policies.

Important Exceptions & Non-Returnable Items

To maintain the quality and hygiene standards our clientele expects, certain items cannot be returned. Based on our product categories and commitment to new, pristine goods:

⚠️ Final Sale & Non-Returnable Items

The following are FINAL SALE and cannot be returned or exchanged unless they arrive faulty or damaged:

  • “Make It A Match” custom sets or specially bundled items, where the value is in the curated combination.
  • Any item marked as “Final Sale,” “Clearance,” or with a specially discounted price at the time of purchase.
  • Items that show signs of wear, have been altered, or are not in their original condition (missing tags, damaged box, scuffed soles, etc.).
  • Gifted items without the original proof of purchase.

This policy ensures every member of our global style tribe receives products that meet our exacting standards for quality and freshness.

Exchanges

Exchanges are subject to stock availability in your desired size or color. Due to the fast-moving nature of our collections (like new arrivals in Sneakers or The Boot Shop), we often recommend a more efficient path:

  1. Process a return for the original item following the steps above.
  2. Once the return is initiated, place a new order for the desired item on our website. This ensures you secure the style you want without delay.

If you prefer a direct exchange, please indicate this in your return request email, and our team will check availability for you.

Need Help? Contact Our Style & Service Team

Our dedicated customer service team is here to ensure your experience remains seamless, just like the stride in our footwear.

Email: [email protected]
Website: stevemaddenoutleus.com
Mailing Address (for correspondence only): Steve Madden Store, 7 Oliver Street, Athol, US 01331

Please have your order number ready for the fastest service.

Thank you for trusting us with your style journey. Shop our collections with confidence.
Steve Madden Store — Where confident style meets effortless commerce.

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