FAQ

FREQUENTLY ASKED QUESTIONS

 

• ORDERS
• PAYMENT METHODS
• SHIPPING
• RETURNS
• PROMOTION TERMS & CONDITIONS
• PRIVACY POLICY
• CONTACT US

ORDERS

How will I know if my order is confirmed?

You will receive an order confirmation via email.

Can I make changes or cancel my online order?

Once an order is placed, you may no longer make changes to it. 
For assistance please contact our Customer Care Team at cs@stevemadden.com.my 

Can I change the style, color or size after an order is placed?

We are unable to make any product changes once order is being placed.

What if I place an order and Steve Madden doesn't have the item in stock?

If we are unable to fill your order you will be notified via email.

How can I find a STEVE MADDEN shoe I am looking for?

You may click the search bar 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. 

PAYMENT METHODS

When placing an order on stevemadden.com.my, only one payment option may be used per transactional order. You may choose to use the following payment option during checkout:

•Credit (Visa & Mastercard)

•Debit Card

•Online Banking (FPX)

•E wallets- Grabpay, Touch n Go e wallets, Boost, MAE, Mcash

Please note: All cards are charged immediately upon placement of a successful order.

For your security, your billing name and address must match that of the credit card used for payment.

We reserve the right to cancel any order that does not match these criteria.

Can I use two payment methods to pay for a large purchase?

Unfortunately, only one payment option may be used per transactional order.

If you wish to use two different payment method, you may spilt your order into two separate transaction orders. As two separate transactional orders they will have separate Order Numbers. There is however, a minimum order value for free shipping.

Please see our shipping policy by clicking here.

Is the payment gateway safe?

stevemadden.com.my uses the industry standard encryption protocol known as Secure Socket Layer (SSL) to keep your order information secure.

Secure Shopping Guarantee has been established for every transaction made with stevemadden.com.my

If any unauthorised charges were to appear on your credit card as a result of shopping with stevemadden.com.my you must notify your credit card provider in accordance with its reporting rules and procedures.

Help! my payment didn't go through!

There might be an issue with your payment method or the card you are using during the online transaction. Please check with your respective bank or financial institution about why your card was rejected to rule out any possible errors on their end.

What if I accidentally hit refreshed my browser while paying! What do I do?

Every successful stevemadden.com.my transaction will trigger a confirmation email and subsequently, an email containing a tracking number. 

If you didn't receive any of the above, please contact our Customer Care Team at cs@stevemadden.com.my for confirmation and to prevent duplicate orders if you wish to resubmit your order again. 

SHIPPING

What is your shipping policy?

We offer free shipping for orders totalling RM350 & above unless otherwise stated, and shipping is only available within Malaysia. 

All orders under RM350 will incur a shipping fee per order unless otherwise stated, please check our shipping page for more details. 

All our products are shipped by local courier services and details for tracking your order will be provided in the Order Tracking Email, once an order is shipped. 

Please note: Shipping fees are non-refundable for returns. 

When should I expect my products to be shipped?

Most orders will be shipped within 10-14 business days of your purchase. Products are sent out for shipping once they are being packed, your payment is approved, and the receiving address is verified. 

Please note: Business days are Monday-Friday, excluding public holidays within Malaysia. 

What if I am shipped the wrong product, colour, or size?

If we shipped you the wrong product, please contact our Customer Care Team immediately at cs@stevemadden.com.my. 

Please have your order number available. If you do not know your order number, please visit our Order Tracking page to find the number in your Order History. Please be prepared with a detailed description of the difference between the product you ordered and the product you received. 

What if I received a damaged item?

If the package you received is damaged, please contact our Customer Care Team immediately at cs@stevemadden.com.my. 

Please have your order number available. If you do not know your order number, please visit our Order Tracking page to find the number in your Order History. 

What if I am missing an item from my order?

If here is a missing item in the parcels you received, please contact our Customer Care Team immediately at cs@stevemadden.com.my 

Before you call, please have your order number available. If you do not know your order number, please visit our Order Tracking page to find the number in your Order History. 

When will I receive my tracking number?

At our distribution centre, tracking numbers are assigned, when applicable, to packages immediately and generally appear on our website along with your order information. 

What if I haven't received my order after 10-14 business days?

We try our best to ensure that you receive your products within 10-14 business days. 

However, from time to time there might be a delay in deliveries due to high volume of orders or unexpected circumstances. Do contact our Customer Care Team at cs@stevemadden.com.my, if you think that it is unusual for your shipping to be delayed. 

What if I am not around when my products arrive?

If you missed the delivery, our shipping services partner would have provided you with a 'Missed shipping' card, which contains detailed instructions on how you can easily reschedule the next delivery. 

If you have any concerns or enquiries, kindly contact our Customer Care Team at cs@stevemadden.com.my 

Do you ship orders to multiple addresses OR oversea addresses?

We currently do not ship orders to multiple addresses or oversea addresses.

RETURNS

What are your policies on returns, exchange and refunds.

If you received a damaged or defective product, you may request for a return or exchange of the affected product by contact our Customer Care Team at cs@stevemadden.com.my, within 30 days of delivery for a full refund of the purchase price. 

All products purchased from stevemadden.com.my must be returned unused, in original boxes (whenever possible), and with all paperwork, parts and accessories to ensure a full refund to your payment method. Returns charges are not free and will be borne by the customers. 

What about non-returnable items?

Promotional items are non- returnable and non-refundable. In-store return is also not applicable for online purchases. 

Please note: If returns include non-returnable item, we will return the item back to the original shipping address without a refund / exchange. And the shipping fee will be charged and the cost borne by the customer. 

If the item you received has defects, please contact our Customer Care Team immediately at cs@stevemadden.com.my 

PROMOTION TERMS & CONDITIONS

Promotions cannot be applied to previous purchases. 

Returns and exchanges are subject to stevemadden.com.my return policy. 

Offers are non-transferable. 

stevemadden.com.my has the right to cancel or change any promotion at any time without notice and in its sole discretion. 

Promotions may be subject to availability. 

Free Shipping promotion is only valid for local addresses only. 

Please note, promotion may not be combined with any other offers unless explicitly noted.