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).
SHIPPING
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.
RETURNS
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.
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.
PRODUCT
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.
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.
PROMOTION TERMS AND CONDITIONS
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.
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.
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).
Offers are non-transferable. All monetary amounts specified in
these terms and conditions are in Australian dollars (AUD).
Promotions may be subject to availability.
'Excluded Items' means sale items and eGift cards unless
otherwise stated.
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.
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.
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.
Changes. STEVE MADDEN reserves the right to vary the terms and
conditions of the offer by the company’s own discretion.
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).
(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.
(9.3) Buy 1, Get 1 offers exclude clearance product unless
stated otherwise. Discount will be applied to the cheapest
product added to cart.
(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.
(9.5) Sitewide offers include all published products onsite
unless stated otherwise.
(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.
PRIVACY & SECURITY
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.