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 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 fill your order, you will be notified via email.

How can I find a Steve Madden shoe I am looking for?

You may click on the search bar and type in what you would like to find. You may search by style name or category (eg: "Pumps").

PAYMENT METHODS

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
• Online Banking (FPX)
• E wallets - GrabPay, Touch 'n Go, Boost, MAE, MCash
• Pace (3 interest-free instalments)

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 transaction.

If you wish to use two different payment methods, you may split your order into two separate transactions.

Please see our shipping term 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 unauthorized 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 transaction.

Please check with your respective bank or financial institution on why your card was rejected to rule out any possible errors on their end.

What if I accidentally 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?

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: 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 from the date of your purchase. Once your payment is approved and the receiving address is verified, products will be shipped out.  

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. 

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 there is a missing item in your order, 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 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 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 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, exchanges and refunds?

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

All damaged or defective products received 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 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 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 condition.

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 only valid for local addresses only. 

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