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0 FAQ

Frequently asked questions

Ordering & payment

  • How can I search for a particular product?
    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!
  • Will the items in my basket be reserved for me?
    No, items in your basket aren't reserved. The purchased product(s) will be taken out of stock for you when you have paid.
  • Can I cancel/adjust my order?
    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.
  • What forms of payment are accepted?
    You can pay your order with Visa, MasterCard, PayPal, iDeal, Giropay 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.

    NEW: Pay after you receive your order with Klarna. Convenient and completely free of charge. To make use of this, choose Klarna in the checkout. Klarna is only available in Germany, Finland, the Netherlands and Austria


    Want to know more? Click here!

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

    ATTENTION: All orders to Norway are sent under the condition DAP (Delivered At Place). This means that the buyer is responsible for import clearance and any applicable local taxes or import duties. For more information click here.
  • How do I use a discount code?
    If you want to use a discount code, you can apply it in your basket.

    You can simple apply the discount code at the bottom left of the shopping cart when you click on 'discount codes'. 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
  • Does SM PASS also apply to www.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

  • Which countries do you ship to?
    Steve Madden Europe ships to the following countries:


    Unfortunately, it isn't possible to ship to countries that aren't on this list. If you have any questions about our shipping countries, you can always contact our customer service by email: customersupport@stevemadden.eu
  • What are the shipping fees?
    None. We offer free shipping on all orders.
  • When will I receive my order?
    Orders must be placed on business days by 17:00* to be qualified for same-day shipping.


    Estimated delivery times:

    Austria: 3 business days
    Belgium: 1 business day
    Bulgaria: 4 business day
    Czech Republic: 3 business days
    Denmark: 3 business days
    Germany: 2 business day
    Estonia: 4 business days
    Finland: 5 business days
    France: 2 business days
    Hungary: 3 business days
    Ireland: 3 business days
    Latvia: 4 business days
    Lithuania: 4 business days
    Luxembourg: 1 business day
    Netherlands: 1 business day
    Poland: 3 business days
    Romania: 3 business days
    Slovakia: 3 business days
    Slovenia: 3 business days
    Sweden: 3 business days
    UK: 3 business days

     

    ATTENTION: All delivery times are estimated. Steve Madden Europe isn't responsible for delays due to weather, delivery carrier factors, customer error, holiday-related delays, international customs regulations, or any other unforeseen factors.

    *central European time

  • How can I track my order?
    All orders placed by 5PM* on business days will be dispatched from our warehouse the same day! After your order has been dispatched from our warehouse, you will receive a link by email that redirects to DHL track and trace code that belongs to your order. You can use this link to track your order and see when it will be delivered.

    Didn't you receive the email with the link to the DHL track and trace code? Check your spam folder. It might be hiding there ;)
    If you have any questions regarding the tracking of your order, you can always contact our customer service by email: customersupport@stevemadden.eu

    *central European time

  • What happens when I'm not in when my order will be delivered?
    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 DHL track and trace code will give you after the courier tried his first attempt.

Returns & exchanges

  • What about your returns policy and conditions?
    Is your order not entirely what you expected? That's a shame but of course can happen! At Steve Madden Europe you can easily return unworn shoes, bags or accessories within 30 days after you received your order. Use the supplied packing slip for this. Do you miss the packing slip? Then it can also be downloaded here. 

    1. Please fill out the reason for return on the packing slip and attach the packing slip to your order.
    2. 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.
    3. Pay for the return label and keep your proof of postage. Return shipping costs are non-refundable.
    4. You can expect the refund within 5 working days after we have received and processed your return. All refunds will be issued to your original payment method.


    Return address
    Steve Madden Europe
    Hermelijnweg 7
    4877 AE Etten-Leur
    The Netherlands

    We unfortunately can't provide any pre-printed return labels since the customer is liable for the return costs at our webshop.


    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.

  • Who pays for shipping on returns?
    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.
  • When can I expect my refund?
    The shipping and processing of returns can take up to 14 days. You can expect the refund within 5 working 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.
  • Is it possible to exchange an article?
    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

  • How can I file a complaint?
    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.
  • What is your warranty period?
    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
  • Which complaints are not covered?
    There are several complaints we unfortunately can't cover.
    Kind of complaints that we can't cover are:
    - Normal wear and tear
    - The consequences of wearing a wrong shoe size
    - Any damages caused by accident, abuse, neglect, shock, improper use or storage of product
    - Wear and leak of color of linings due to excessive transpiration
    - Broken zippers
    - Damage caused by chemicals

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