Online Returns Policy
The benefits under this Returns Policy are in addition to other rights and remedies you may have as a consumer under the Consumer Protection Act (CPA) as well as any other applicable acts.
We guarantee to refund unworn items when you return it in sellable condition, with the original receipt and packaging, within 30 days of your purchase. STEVE MADDEN reserves the express right to determine whether the returned product is deemed sellable.
Exceptions include, but are not limited to:
- No items may be returned or exchanged between Black Friday and Cyber Monday or on December 26 and 27.
There are two return options available.
You may return your item via courier back to our online store, please note we are not currently able to offer exchanges online.
Alternatively you may visit a Steve Madden store to personally return/exchange your item, please remember to present your original invoice instore to assist with processing the return/exchange. A refund will be provided to you by crediting your original method of payment. Please allow 7 working days from the day your return is processed for your account to be credited.
We encourage you to return your parcel via Dawn Wing traceable courier services as all returned parcels remain the responsibility of the purchaser until received by STEVE MADDEN. If the reason for the return is due to errors on STEVE MADDEN’s behalf, then we will cover the costs of returning the item.
All returned items need to be unused and in perfect condition, with swing/ price/ care tags attached and in their original packaging. We cannot accept returns of damaged products, personalised or otherwise non-saleable products.
Items under warranty may be subject to assessment or repair if returned as faulty.
Delays in return processing may be experienced during busy sale or promotional periods, due to higher volumes.
STEVE MADDEN online cannot process returns or exchanges for items that have been purchased in store.
Online Exchanges and Refunds
To obtain a refund please fill out the online Return Request form prior to sending the item(s) back.
Goods need to be sent to The House of Busby, cnr Silverstone and Van Riebeeck Streets, Gosforth Park, Germiston marked for the attention of the STEVE MADDEN online store. Please package all returned goods carefully so that the item does not become damaged in transit. Please include the Returns Request Number and a copy of the original invoice. In the event that you elect to return the goods to us via this channel all risks will be for your account. If the postal service or courier company (other than our own courier company) loses the returned parcel, the onus will be on the sender to resolve the issue of the lost parcel.
A refund will be provided to you crediting your original method of payment, providing all the Returns Policy Conditions are met and our warehouse has received the original item that is being returned. Cash refunds will not be provided, under any circumstances.
Completing a returns request form online
Please log onto your ‘My Account’ and click on the order that contains the item(s) that you wish to return or request an exchange for.
Click on the returns button.
After you have submitted your return request, one of our staff members will contact you to arrange collection. Once the items have been received by our warehouse, we will inspect the goods and authorise the refund. Please note we cannot accept COD deliveries for returns.
Returns without an invoice
If you wish to return your online purchase but have misplaced your original invoice, please reprint a copy of your invoice by logging into your account. Click on order history to view the invoice and download a printer-friendly PDF version.
If you have any questions about our return policy, return and exchange instructions or require additional assistance, please email our customer care department on firstname.lastname@example.org