Our aim is that all our products reach you in perfect condition. If you are dissatisfied with the item(s) or receive an incorrect order, please contact our Customer Care Team at cs@stevemadden.com.my within 14 days of purchase.

 

HOW TO RETURN AN ONLINE PURCHASE?

You may return item(s) by contacting the Customer Care Team cs@stevemadden.com.my who will advise you on how to return your item(s).
The following information will be required when returning your goods:

1. Confirmation Email containing your Transaction/Order Reference Number
2. Delivery Documentation containing your Delivery Number
3. List and description of item(s) to be returned
4. Reason given for returning item(s)

 

TERMS & CONDITIONS FOR RETURN REQUESTS

1. You are required to return the item at your own cost.
2. The return shipping fee will not be refunded as it shall be borne by customer.
3. We will NOT be responsible for the availability, price or promotional changes of the same product in Steve Madden website as our promotions vary according to terms and conditions.
4. Once the returned item is received at our warehouse and quality check process is completed, a refund process will be initiated for eligible returned item. In order for a returned item to be eligible, it must meet all the following requirements:
• The returned item must be unused, unworn, in the original condition and packaging with original tag and complete accessories (If any).
• The original packaging (Steve Madden Shoe Box) of the returned item must also be returned in its original condition and must not be marked, labelled, damaged, or taped.
5. If your returned item is not eligible, we will notify you and arrange the items to be returned. For the items to be returned, a delivery fee will be chargeable. We reserve the right to reject any return and refund deemed unfit or unreasonable.

6. If you are returning an item from an order that came with a free Gift With Purchase (GWP), the redeemed GWP must be returned as well. If the GWP is not returned, you will incur charges based on the market value of the GWP.
7. When returning the goods by post please note that it may take up to 10 days for your parcel to reach us. Returned item(s) will be processed within three (3) working days of receipt.
8. Reasonable care must be taken when packaging the parcel and returning it so that item(s) are not damaged in transit. Returns that do not meet our policy will not be accepted and will be returned to you at your cost.

 

EXCHANGE POLICY

Please note that exchanges for products are not available. Instead, we will issue a refund in the form of a digital voucher, which you can use to place a new order. Steve Madden Malaysia reserves the right to determine the eligibility of returns and refunds at our discretion.

 

REFUNDS

Please allow 5-10 working days from the date of your refund request for us to process your refund. All refund will be provided in the form of Digital Voucher, valid for your next online purchases for 1 month (excluding shipping and handling charges). During peak period, there may be a slight delay in processing your refunds. Once your refunds are processed, you will receive an email update from our Customer Service Team. For other concerns on your refunds, you may reach out to Customer Care Team.

STORE PURCHASES

Item(s) purchased at any Steve Madden store must be returned or exchanged in the same store of purchase. Be sure to bring your original receipt to the said store. Online purchases can only be returned online. Please allow 28 days for your return to be received and processed. Stores are not able to accept returns for online purchases.