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 my the style, color or size after an order is placed?

We are unable to make any product changes once an order has been placed.

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

If we are unable to fulfill 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 may search by style name or category (eg: Pumps)

PAYMENTS

When placing an order on stevemadden.com.my, only one payment option may be used per transaction.

You may choose to use the following payment option during checkout:

  • Credit Card (Visa & Mastercard)
  • Debit Card

 

SHIPPING

What is your shipping policy?

All orders 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: Business days are Mondays to Fridays, excluding public holidays within Malaysia.

What if I am shipped the wrong product, color, 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 have 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

Before contacting us, 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?

Tracking numbers are assigned, when applicable, to packages immediately and generally appear on our website along with order information.

What if I haven't received my order?

We try our best to ensure that you receive your products within 7-14 business days.

However, from time to time there might be a delay in delivery due to high volume of orders or unexpected circumstances. Do contact our Customer Care Team at cs@stevemadden.com.my for further assistance.

What if I am not around when my products arrive?

If you missed the delivery, our delivery 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 and enquiries, kindly contact our Customer Care Team at cs@stevemadden.com.my

Do you ship order to multiple addresses OR oversea addresses?

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

 

RETURNS

What are your policies on returns, exchanges and refunds?

If you received a defective or damaged product, you may request for a return of the affected product by contacting our Customer Care Team at cs@stevemadden.com.my, within 14 days of purchase.

The returned item must be unused, unworn, in the original condition and packaging with original boxes/tag, and with all paperwork, parts and accessories. The original packaging (Steve Madden shoe box or Steve Madden handbag) of the returned item must be returned in its original condition and must not be marked, labelled, damaged, or taped. You are required to return the item at your own cost. The return shipping fee will not be refunded as it shall be borne by customer.

All sale item purchased from this website such as Buy 1 Free 1, Markdown, and Stock Clearance items are considered final, and are non-refundable, non-returnable or non-exchangeable after purchase due to the nature of discounted merchandise (Save and except for defective and/or damaged products which is subject to approval).

What about non-returnable items?

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

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

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

Issuance of Store Credits.

In the event that you would like to return an online order, you may opt to return it for a store credit to be utilized upon your next purchase.

Returns must be requested within 14 business days from receiving your order.

Products must be returned in its original packaging and boxes, and in unused conditions.

Store credit will be issued within 2 business days upon the return and QC of the product. Validity of the store credit is 30 days from date of issuance.

No exchanges online or in-store will be allowed.

 

PROMOTION TERMS & CONDITIONS

Promotions cannot be applied to previous purchases.

Returns and exchanges are subject to stevemadden.com.my 's 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 subjected to availability.

Free shipping promotion is valid for local addresses only.

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