FREQUENTLY ASKED QUESTIONS

Once you’ve picked out and ordered your brand new Maddens, you’ll receive an email confirmation with your order details. If you don’t receive it, please double check your spam folder or drop us a line at info@stevemadden.com.au .

After your order has been placed, it will be processed and prepared right away - we want to get your new shoes to you ASAP! Considering this, it’s best to double check all details prior to placing your order. If you do require any changes to be made, please urgently contact our customer service team at info@stevemadden.com.au , and we will try our best to fix this up for you. Please note that most orders are shipped within 24 hours, so in the case of it being too late to make changes, we ask that you wait until the order arrives and follow the applicable return procedure.

If we are unable to fulfill your order, you will be notified via email. Upon cancellation of your order, you will receive a full refund back to your original payment method (note: funds may take 3-5 business days to appear).

Stevemadden.com.au ships Australia-wide. Note: It is the responsibility of the customer to ensure postal details are correct. If you are not available to accept the parcel it will be delivered to your nearest postal facility. It is the customers responsibility to arrange collection within 10 working days. Redelivery of the order will be charged at the customers expense.

At Steve Madden, we make every effort to ensure your purchases get to you as quickly as possible so you can start enjoying, and instagramming with them sooner. We aim to have your order dispatched by the same or next business day. Please note: Deliveries may be subject to delays due to increased order volume during key trading periods.

We offer delivery options to suit your needs:

• FREE Standard Shipping on all orders over $25 Australia-wide
• FREE Express Shipping on all orders over $100 Australia-wide

Please see a guideline of estimated delivery times with Australia Post:

Standard Shipping

Please allow 2-3 business days for SYD, VIC, QLD, ACT metro regions.

Please allow 2-5 business days for NSW, VIC, ACT, QLD, TAS, Country regions, SA & WA metro regions.

Please allow up to 8-12 business days for Far North QLD, Country WA, NT.

Express Shipping

Please allow 1-2 business days for SYD, VIC, QLD, ACT metro regions.

Please allow 2-5 business days for NSW, VIC, ACT, QLD, TAS Country regions, SA & WA metro regions.

Please allow up to 8-12 business days for Far North QLD, Country WA, NT.

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 Australia Post tracking number. Click on it to see the status of your shipment.

We know that you'll love your Steve Madden purchase - but if something isn’t quite right, we've got you covered!

To initiate your return, please contact us at info@stevemadden.com.au. Items must be unworn and in original condition, with tags, packaging and box included. There must be no damage or signs of wear, such as sole markings or scratches. Any items received that do not meet the return criteria will not be accepted by STEVE MADDEN.

For Full Priced Purchases:

We offer free returns* and refunds within 30 days on all full priced orders.

Once we receive your return, our Quality Check team will access and process your refund within 3 business days. Refunds are made to the original method of payment and can take up to 7 business days to appear in your account. Any shipping costs will not be refunded.

For Sale and Promotional Purchases*:

We offer a store credit in the form of an eGift card, valid on all online purchases for 12 months. Return postage costs will be at the customer’s expense.

*Promotional purchases include any order made with a code or under a limited time offer. This includes, but is not limited to: discount codes, Buy 1 Get 1 Free, Gift With Purchase, Spend & Save and Second Pair Half Price offers.

Please note: Refunds are strictly not provided on sale or promotional purchases.

Final Sale Items:

Items marked as 'Final Sale' cannot be returned for refunds or store credit. Final Sale items will be clearly displayed on the product page.

Damaged/Faulty Items

STEVE MADDEN reserves the right to repair or replace items deemed faulty. This policy does not affect your statutory rights.

Exchanges cannot be fulfilled for online returns. Due to the high demand of STEVE MADDEN products, we do not offer exchanges for online purchases, as there is no guarantee we will have your preferred choice in stock. We suggest that you return your purchase and place a new order.

STEVE MADDEN reserves the right to repair or replace items deemed faulty. This policy does not affect your statutory rights.

No, items must be returned to the original place of purchase. We cannot accept returns for online purchases in-store, and vice versa.

No, STEVE MADDEN merchandise purchased from other retailers (including department stores) must be returned to the store from which it was originally purchased and is subject to the return policy of the originating retailer.

We do not accept returns for STEVE MADDEN merchandise purchased from stores outside of Australia. We recommend reaching out to the originating retailer and following their return policy.

In-store Credits cannot be used on stevemadden.com.au. They may only be redeemed in STEVE MADDEN stores. See store locator here: https://stevemadden.com.au/apps/store-locator

We accept Visa, MasterCard, American Express, PayPal, Apple Pay and Afterpay. Your payment method will be charged at the time of purchase.

eGift Cards issued online cannot be redeemed in STEVE MADDEN stores.

Gift Cards purchased in-store cannot be redeemed online.

We recommend using the search bar. 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. If you are still unable to find an item please email info@stevemadden.com.au and a team member will assist you.

Please refer to our Sizing Chart here: https://stevemadden.com.au/pages/size-fit

If you need any further assistance, please contact Customer Support on info@stevemadden.com.au

If you have fallen in love with a product that has gone out of stock, it might not be time for heart break just yet! Please email our Customer Support team and we will be able to advise whether the product will be back in stock soon. Please note most sale items are priced to clear and will unlikely be restocked.

1. Acceptance. By using or attempting to use the redemption code for an offer, you agree to accept and be bound by these terms and conditions.

2. Offer Period. Promotions are only available for a limited time only, for as long as it is advertised on stevemadden.com.au. STEVE MADDEN has the right to cancel or change any promotion at any time without notice and in its sole discretion.

3. Conditions. Promotions are not valid for cash or cash equivalent. Promotions cannot be applied to previous purchases nor combined with any other offers or discounts including price matching of any other retailer.

Promotions may not be combined with any other offers unless explicitly noted. Promotions will not always be replicated in-store. Qualifying promotion amount applies to merchandise only, excluding eGift cards and shipping and handling charges (unless otherwise stated).

4. Offers are non-transferable. All monetary amounts specified in these terms and conditions are in Australian dollars (AUD). Promotions may be subject to availability.

5. 'Excluded Items' means sale items and eGift cards unless otherwise stated.

6. Redemption. To redeem an offer during an Offer Period, enter the advertised redemption code into the promo code box during the checkout process or purchase using auto-applied code. A coupon code cannot be used in conjunction with any other offer. You can only use the redemption code once unless otherwise stated.

7. Shipping. (6.1) Items will only be shipped to addresses within Australia. (6.2) It is the responsibility of the customer to ensure postal details are correct. If you are not available to accept the parcel it will be delivered to your nearest postal facility. It is the customers responsibility to arrange collection within 10 working days. Redelivery of order will be charged at the customers expense.

8. Returns. Returns and exchanges are subject to STEVE MADDEN return policy. If you return or seek a refund on any item purchased using a promotional offer, the value of the discount will not be refunded to you. eGift cards or clearance items are not eligible for refund.

9. Changes. STEVE MADDEN reserves the right to vary the terms and conditions of the offer by the company’s own discretion.

10. Offers: (9.1) From time to time we may run promotions on our website which are subject to both these Terms and any additional promotion-specific Terms which are incorporated into these Terms by reference. You should ensure that you read the specific conditions that apply to each promotion. By proceeding to purchase you agree and accept the Terms of the applicable promotion(s).

11. (9.2) Purchases made during a promotional period do not qualify for change of mind refunds or free returns under the company T&Cs. This does not affect your statutory rights.

12. (9.3) Buy 1, Get 1 offers exclude clearance product unless stated otherwise. Discount will be applied to the cheapest product added to cart.

13. (9.4) Gift with Purchase offers are limited time only, while stocks last. GWP codes can be redeemed off full price items only unless stated otherwise.

14. (9.5) Sitewide offers include all published products onsite unless stated otherwise.

15. (9.6) Free eGift card offers will receive 1 eGift card per order where conditions are met. eGift cards cannot be exchanged for cash equivalent. For any returns or refunds granted at the discretion of Head Office (covered by statutory rights) during this type of promotion the eGift cards will be immediately cancelled or will be deducted from your refund.

We believe in providing a safe and secure experience for all of our online visitors. To that end, we have implemented security measures to protect the information collected from you. We maintain reasonable physical and electronic safeguards designed to limit unauthorised access to your personally identifiable information, and to protect you against the criminal misuse of that information.

We use data encryption technology when transferring and receiving your sensitive personal information, such as credit card or financial account information. For example, in your transactions submitted by you through the Website, a solid key icon or a locked padlock icon at the lower portion of your web browser window confirms the Website is secured through Secure Sockets Layer (SSL). Pages requesting personal information should always have one of these icons. You can also confirm your data is being encrypted by looking at the URL line of your browser (the place where you type website addresses). When accessing a secure server, the site address will change from "http" to "https".

While we use the foregoing security measures to protect your information, please note that no data transmitted over the Internet or stored and utilised for business purposes can be guaranteed to be completely secure. No security measures are perfect or impenetrable. We cannot guarantee that only authorised persons will view your information. We cannot ensure that information you share on the Website will not become publicly available. You can reduce these risks by using common sense security practices such as choosing a strong password, using different passwords for different services, and using up to date antivirus software.

We use the information we collect internally in our business for many business purposes, such as to: (i) provide the products or services you may order, including processing orders and returns; (ii) analyse trends and conduct research about improving our products and services; (iii) provide support and respond to questions from customers and Website visitors; (iv) improve our stores, Website, products and/or services; (v) learn about customers’ needs; (vi) contact consumers for research, informational, and marketing purposes, including customising our product recommendations and promotions to you based upon your information and purchases; (vii) track traffic patterns and Website usage; (viii) enable online ordering and provide customer service with respect to such orders; (ix) correlate information with other commercially available information to identify demographics and preferences to assist us in our marketing efforts; (x) provide specific relevant marketing, promotional, or other information to you; (xi) address information security and/or privacy practices control, network functioning, engineering, and troubleshooting issues; (xii) investigate claims and/or legal actions, violations of law or agreements, and compliance with relevant applicable laws and legal process; (xiii) comply with law, or based on our good faith belief that it is necessary to conform or comply with the law, or otherwise to disclose information to prevent fraud to reduce credit risks, to cooperate with police and other governmental authorities, or to protect the rights, property or safety of visitors to the Website or the public; and, (xiv) process or engage in a sale of all or part of our business, or if we go through a reorganisation or merger.

We use the information we collect in a variety of ways. Generally, using all of the above mentioned, and similar type tools, we may collect, aggregate, and use information from or about you such as data about the type of browser and operating system used, which web pages you view, the time and duration of your visits to our website, the search queries you may use on this Website, whether you clicked on any items or links on the Website, whether you have clicked on any links in any emails sent from us, or third-parties on our behalf, whether you have chosen to opt-out of certain services or information sharing, and whether you have viewed or ordered certain products or services.

We may also share personally identifiable information and non-personally identifiable information externally with our affiliates, licensees and joint venture partners, as well as with other third-party service providers who help us provide operational services for the Website and our business, which might include, but is not necessarily limited to: business entities that provide e-mail address management and communication contact services, network equipment and application management providers and hosting entities, credit and debit card payment gateways and processors and the issuing and acquiring banks involved in the funds settlement procedures necessary to charge your cards or financial accounts, entities which obtain information such as demographic information which might be aggregated with information we have about you, judicial, administrative and/or legal or financial accounting providers in the event that information must be reviewed or released in response to civil and/or criminal investigations, claims, lawsuits, or if we are subject to judicial or administrative process (such as a subpoena) to release your information or to prosecute or defend legal actions, as we believe is necessary or appropriate to prevent physical harm or financial loss or in connection with an investigation of suspected or actual illegal activity, and with other service providers which may be involved in the other types of services and activities otherwise discussed in this Privacy Policy.

We may also use your personally identifiable information to contact you in ways other than e-mail or regular mail, such as via telephone contact, facsimile or SMS, in accordance with your communication preferences.

For more information, please see the full Privacy Statement here:
https://stevemadden.com.au/pages/privacy-policy