Welcome to Steve Madden Sales! We’re here to help you with any questions about our stylish footwear, shipping, payments, and more. Below you’ll find answers to our most commonly asked questions.
About Our Products
What types of shoes do you offer?
We specialize in fashion-forward footwear including:
- Clogs
- Crib Shoes (for babies)
- Flats
- Hiking boots
- Loafers
- Slippers
Are your shoes true to size?
Our shoes generally run true to size. We recommend ordering your usual size for the best fit. If you’re between sizes or have specific fit concerns, consider sizing up for maximum comfort.
Do you offer wide width options?
Currently, we offer standard width options for most styles. Please check individual product descriptions for specific width availability.
Ordering & Account
How do I create an account?
During checkout, you’ll have the option to create an account by providing your email address and creating a password. Account creation allows you to track orders, save favorites, and checkout faster in the future.
Can I modify or cancel my order after placing it?
We process orders quickly to ensure fast delivery. If you need to modify or cancel your order, please contact us immediately at [email protected]. We’ll do our best to accommodate your request if your order hasn’t entered the shipping process.
Payment Options
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Absolutely! We use industry-standard encryption technology to protect your payment information. We never store your full credit card details on our servers.
Shipping & Delivery
Where do you ship?
We ship globally to fashion-forward customers worldwide! However, delivery to some Asian countries and remote areas may be limited. If you have questions about shipping to your specific location, please contact us before ordering.
What shipping options are available?
We offer two convenient shipping options:
- Standard Shipping (10-15 business days after shipment) via DHL or FedEx for $12.95 USD
- Free Shipping (15-25 business days after shipment) via EMS for orders over $50 USD
How can I track my order?
Once your order ships, you’ll receive a confirmation email with tracking information. You can use this tracking number on the carrier’s website (DHL, FedEx, or EMS) to follow your package’s journey to your doorstep.
What if my package is delayed?
While we make every effort to deliver within the estimated timeframe, occasional delays may occur due to customs processing or other factors beyond our control. If your package is significantly delayed, please contact us at [email protected] and we’ll investigate with the shipping carrier.
Returns & Exchanges
What is your return policy?
We offer a hassle-free return policy! If you’re not completely satisfied with your purchase, you may return unworn, undamaged items in their original packaging within 15 days of receiving your order for a refund.
How do I initiate a return?
To initiate a return, please email us at [email protected] with your order number and the items you wish to return. We’ll provide you with return instructions and the appropriate return address.
Are there any return fees?
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). Original shipping fees are non-refundable.
How long does it take to process my refund?
Once we receive your return, please allow 5-7 business days for processing. Refunds will be credited to your original payment method. The timing of the refund appearing in your account depends on your bank or credit card company.
Do you offer exchanges?
Currently, we don’t offer direct exchanges. For a different size or style, please return the original item (following our return policy) and place a new order for the item you want.
Contact Us
How can I contact customer service?
Our friendly customer service team is happy to help! You can reach us at:
- Email: [email protected]
- Mailing Address: 812 Luke Lane, Las Vegas, US 87701
Still have questions? Don’t hesitate to contact us – we’re here to ensure your Steve Madden shopping experience is as stylish and comfortable as our shoes!