ORDERS
You will receive an order confirmation via email.
Please contact us immediately via Live Chat or by calling 888-762-3336. If you contact us within 20 minutes of placing your order we can cancel and replace the order. However, once an order begins processing no changes can be made. Most orders (unless items are preorder or backorder) are shipped within 24 hours. In this case, we ask that you please wait until the order arrives and follow the normal return policy procedure. Clearance items may not be returned or exchanged.
We are unable to make any product changes to an existing order. Please contact us immediately via Live Chat or by calling 888-762-3336. If you contact us within 20 minutes of placing your order we can cancel and replace the order. However, once an order begins processing no changes can be made. Most orders are shipped within 24 hours. In this case, we ask that you please wait until the order arrives and follow the normal return policy procedure. Clearance items may not be returned or exchanged.
Most orders are shipped the next business day after they are placed. We use either FedEx, OnTrac or Airterra for all standard shipping orders in the continental US. Orders arrive within 3-7 business days unless Two Day or Next Day shipping options were chosen at checkout. Orders to Hawaii and Alaska also arrive in 3-7 business days; orders to US Virgin Islands, Guam and Puerto Rico usually take about 2 weeks to arrive. Pre-Orders will ship on or about the date mentioned on the product page, except in rare cases when pre-orders are not shipped because the order has been cancelled based on demand.
If you have an account with us, please Sign In and go to "My Orders". Click "View Order" under Order Detail & Tracking. Next to the item(s) you will see the FedEx/OnTrac/Airterra tracking number. Click on it to see the status of your shipment.
If we are unable to fill your order you will be notified via email. Your credit card/PayPal account will not be charged. If you paid using AfterPay or Shopify Installments your account will be refunded. There is a small chance that certain preorders may be cancelled, based on demand, in which case refund will be issued the same day the order is canceled and usually reflects in 3-5 business days. You can also check the status online by signing in to your account and going to "My Orders".
A Pre Order item is one that you are ordering before we have it in inventory. All preorders are charged on the 6th day since the order is placed. You may cancel a pre order item up until the time your order has begun processing. To cancel a preorder item please contact us via email at info@stevemaddendirect.com, Live Chat or by calling 888-762-3336. Once your order has been sent to a shipping facility it may no longer be cancelled. There is a small chance that certain preorders may be cancelled, based on demand, in which case refund will be issued the same day the order is canceled and usually reflects in 3-5 business days. Due to nationwide shipping volume, you may experience a delay. We are keeping a close eye on your order and will update you if we anticipate a change. We appreciate your patience.
If you cancel the order, AfterPay/Klarna will be notified and any upcoming installments will be cancelled/adjusted and all payments made up until that point will be refunded.
A preorder is an item sold for the first time on our website. Be among the first to wear these hot new styles! Orders will ship on or about the date mentioned on the product page. A backorder is a product which we currently don't have in stock but we are accepting new orders for it and, just like preorders, will ship on or about the date mentioned on the product page. All preorders and backorder items are charged on the 6th day since the order is placed. There is a small chance that certain preorders or backorders may be cancelled, based on demand, in which case refund will be issued the same day the order is canceled and usually reflects in 3-5 business days.
Both AfterPay and Klarna will start processing the installments as soon as the order is placed.
You may click the search bar in the upper right corner of every webpage and type in what you would like to find. You can use the search by a style name or category (Example: type "Pumps") and all the styles in that category will display. Then you can use the "Filter by" categories to find the styles that have the color, size, heel height and price you are looking for.
Gift Cards may only be purchased and used to make purchases at a Steve Madden retail store (excluding our Colorado, Utah and Savannah, GA stores).