WHAT IS OUR RETURN/REFUND/EXCHANGE POLICY?
Our aim is that all our products reach you in perfect condition. If you receive damaged or faulty item(s); or receive an incorrect order, please contact our Customer Care Team at cs@stevemadden.com.my within 30 days of purchase.
We do not provide return/refund/exchange unless item(s) are damaged or faulty, wrong item sent by us which is not in accordance with your order/purchase, and in instances where item(s) ordered are out of stock, subject always to our refund policy.
If you have received a damaged item(s) and we have available stocks for the item(s), we may offer a replacement as an exchange.
In the event that you have received damaged item(s) and we are unable to provide a replacement due to unavailability, we will issue a refund for the affected item(s). This refund will be provided in the form of a Digital Voucher, which can be used for future online purchases. Please note that the Digital Voucher will be valid for 30 days from the date of issuance, excluding any shipping and handling charges.
Any shipping costs and handling charges will not be refunded.
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.
NO RETURN OR SIZE EXCHANGE FOR SPECIAL PRICE ITEMS
This pair of shoes is part of a special promotion, and as such, we cannot accept returns or exchanges. Please anticipate the possibility of minor scratches or glue stains, primarily on the outsole. Nevertheless, these defects will not impede the item's functionality or usability.
We kindly ask you to make your purchase with this information in mind and at your own discretion.
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:
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Confirmation Email containing your Transaction/Order Reference Number
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Delivery Documentation containing your Delivery Number
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List and description of item(s) to be returned
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Reason given for returning item(s)
When returning the goods by post please note:
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.
Reasonable care must be taken when packaging the parcel and returning it so that item(s) are not damaged in transit.
RETURN/REFUND/EXCHANGE ON "CHANGE OF MIND" OR ITEM(S) WHICH IS NOT FAULTY/DAMAGED/WRONG
Return/refund/exchange are only accepted for faulty, damaged and/or wrong item(s). There will be no return/refund/exchange for change of mind or any other reasons.
TERMS & CONDITIONS FOR RETURN REQUETS
Kindly be informed that we do not offer exchange and/or return due to change of mind because of wrong size, selection, colour, size or model (which is not caused by us) as per our return policy. Alternatively, you may request Return and Refund (Digital Voucher) and it is subject to our approval in our sole discretion.
Kindly find the terms and condition as below-,
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You are required to return the item (at your own cost) and make a new order of the same item (subject to stock availability) with a new size you opt to receive.
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The return shipping fee will NOT be refunded as it shall be borne by customer.
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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.
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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;
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The returned item must be unused, unworn, in the original condition and packaging with complete accessories (If any).
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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.
Reasonable care must be taken when packaging the returned item to ensure both returned item and the packaging are not damaged in transit.
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Refund will only be in the form of a digital voucher, with the same actual value paid for the returned item, valid for 30 days from the date of issuance. The digital voucher can only be used once for your next online purchase.
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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, exchange, refund deemed unfit or unreasonable.
If you are agreeable to the above terms and condition which have been read and understood, kindly click here to submit your return request.
REFUNDS
Please allow 5-10 working days from the date of your refund request for us to process your refund. 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 email cs@stevemadden.com.my.
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.
