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    Yes, you can! We offer convenient and easy exchanges or store credit returns on sale or promotional items. Refunds are strictly not provided.

    Items must be unworn and in original condition, with tags, packaging and box included. There must be no damage or signs of wear, such as sole markings or scratches.

    To return your sale or promotional purchase, please request your return through our returns page: https://stevemadden.com.au/pages/loop-returns-page 

    Once we receive your return, our Quality Check Team will access and process your store credit within 5 business days. 

    *Promotional purchases include any order made with a code or under a limited-time offer. This includes but is not limited to, discount codes, Buy 1 Get 1 Free, Gift With Purchase, Spend & Save and Second Pair Half Price offers.

    A return handling fee of $10 will apply which will either be collected at checkout or deducted from our credit note. The handling fee covers the cost of the return post-label. 

    FINAL SALE ITEMS

    Items marked as "Final Sale" cannot be returned for refunds or store credit. Final Sale items will be clearly displayed on the product page.

    So you received your order and it wasn't quite perfect?

    We know that you can't wait to wear your Maddens - but if something isn’t quite right, we've got you covered! We offer affordable and convenient returns within 30 days for full-priced orders placed online. 

    To initiate your online return, please lodge your return request online using your email and SM order number via our returns page here: https://stevemadden.com.au/pages/loop-returns-page 

    Return Options

     

    Exchange for a different item & score a $5 bonus credit*

    Exchange for a new item and we’ll give you an extra $5 bonus credit to spend! Simply select our exchange option during the return process and instantly choose your new Maddens. Just make sure to post your return item asap and we will send your replacement as soon as your return is scanned by Australia Post. 

     

    Opt for store credit & score a $5 bonus credit*

    Opt for a store credit and we’ll give you an extra $5 bonus credit to spend! Simply select our store credit option during the return process and you will receive your store credit including an extra $5 bonus credit as soon as your return has been received, quality controlled and accepted by our warehouse.

     

    Just want a refund?

    We offer convenient and affordable $5 returns for all full-priced purchases, within 30 days! Simply select our refund option during the return process and the AU$5 return shipping fee will be deducted from your refund once we receive your return*.

    *Please note a $10 return shipping fee will apply to markdowns, sale and promotional purchases. The original shipping fee is non-refundable.

    Items must be unworn and in original condition, with tags, packaging and box included. There must be no damage or signs of wear, such as sole markings or scratches.

    Once we receive your return, our Quality Check Team will access and process your refund within 5 business days. Refunds are made to the original method of payment and can take up to 7 business days to appear in your account. Any shipping costs will not be refunded.

    *Bonus credit only applies to full-priced purchases

    **Please note purchases made online, must be returned to the online store. Online returns will not be accepted in stores.

    Unfortunatley not, our retail and online stores run on different systems and our stores are unable to accept online returns. To commence your online return click here - https://stevemaddenau.loopreturns.com/#/

     

    We know that you'll love your STEVE MADDEN purchase - but if something isn’t quite right, we've got you covered!

    FULL PRICED PURCHASES

    We offer $5 returns within 30 days on all full-priced purchases made online. Full-priced items can be returned for a Refund, Store Credit or Exchange

    SALE AND PROMOTIONAL PURCHASES

    We offer Store Credit or Exchange on sale and promotional purchases within 30 days of purchase. The Store Credit will be provided in the form of a digital gift card, valid for online purchases for 3 years. A convenient pre-paid postage label will be provided and a handling fee of $10 will be collected from our returns portal.  

    *Promotional purchases include any order placed with a code or under a limited-time offer. This includes but is not limited to, discount codes, Buy 1 Get 1 Free, Gift With Purchase, Spend & Save and Second Pair Half Price offers.

    FINAL SALE ITEMS

    Items marked as 'Final Sale' cannot be returned for refunds or store credit. Final Sale items will be clearly displayed on the product page.

    * All items must be unworn and in original condition, with tags, packaging and box included. There must be no damage or signs of wear, such as sole markings or scratches. Should returns fail our Quality Check Process, the original payment method will be charged.

    We believe in hassle-free returns, so we are delighted to offer an easy and affordable return solution.

    A $5 handling fee will apply to all full-priced returns. This is a co-payment for the return shipping label deducted from a refund.

    For promotional, sale and markdown items a $10 fee will apply to cover the cost of the return shipping label, this will be charged via our returns platform.

    Yes! We offer exchanges for online purchases via our returns platform. Simply request your exchange within 30 days via our returns page here: https://stevemadden.com.au/pages/loop-returns-page 

    Please note if you have previously exchanged an order online and your order number starts with EXC you can only return that order online for a store credit or refund.

     

     

    We are so sorry to hear you received something that is not up to our usual standards.

    Please kindly request a return via our returns page here: https://stevemadden.com.au/pages/loop-returns-page 

    When prompted, please upload a clear image of the item issue. You will be able to select if you would like to receive a replacement, another item, store credit or a refund.

    Our team will review the submission and provide further instructions once your lodgement has been approved. If you have received a faulty final sale product please reach out to our team and they can assist you further via email at info@stevemadden.com.au or via our live chat.

    Yes! We know gifting can be tricky, so we have an easy exchange process when gifting. 

    In the footer of your online order confirmation is a link to create a gift receipt.

    Step 1. Simply click through the link or visit https://stevemaddenau.loop.gift/#/gift-receipt to generate and share a gift receipt.

    Step 2. The QR code link can be copied or the QR code can be sent via text or email. 

    Step 3. Once the recipient accesses the QR code link, they are directed to our returns landing page where they can either initiate a return or print the gift receipt.

    Step 4. The order credentials will be automatically populated from the QR code and an exchange can be lodged.

    Step 5. Once the return has been lodged our team will work hard to get your MADDEN's to you ASAP. 

    If you are having issues logging your return, sometimes this can be due to mismatched information being logged into the portal.

    Please check that the order number from your order confirmation and the email address you are using is the same email you placed the original order with and enter this in the email field.

    Hot tip, our order names always start with ‘SM’ followed by several numbers.

    However, if you are still having trouble, please feel free to call us at 1800 MADDEN (1800 623 336). Otherwise, we are here to help via email at info@stevemadden.com.au  or via live chat, from 8:30am to 5pm Monday to Friday.

    Please note that your exchange request is not always guaranteed. Lodging an exchange request does not reserve the stock and the order is not confirmed until your return parcel is scanned as ‘in transit’ by Australia Post.

    We set a minimum inventory to try to avoid out-of-stock scenarios for you. If your exchange order has been refunded, it means that your desired item has sold out.

    We encourage all customers who lodge exchange requests to post their return ASAP to avoid any disappointment. If you have any questions, please know our Customer Care Team is here to help and can be reached by email at info@stevemadden.com.au, by phone at 1800 MADDEN (1800 623 336), or via live chat.

    Due to the popularity of our products, styles and sizes sell out quickly.

    Unfortunately, when lodging your return for an exchange, the stock is not reserved and allocated to your exchange order until your return package is scanned as ‘in transit’ by Australia Post. We need to have a minimum inventory of a product in order for it to be available for exchange. This is to prevent items from going out of stock and causing any disappointment for you.

    If you are looking for a particular item please don't hesitate to reach out to our friendly customer care team from 8:30 to 5pm Monday to Friday:

    E: info@stevemadden.com.au

    PH: 1800 MADDEN (1800 623 336)

    Live Chat

    Full-priced items purchased in-store can be refunded or exchanged within 30 days with your proof of purchase.

    It's simple! Just return your item to any full-price Steve Madden store (excluding DFO stores) in Australia to receive a refund or exchange. 

    Refunds are made to the original method of payment and can take up to 7 business days to appear in your account. Please note that we cannot accept returns for in-store purchases online. 

    To find your nearest Steve Madden location please visit our Store Locator.

    We love that you are a Madden fan! Unfortunately, if your order was purchased overseas it will need to be returned directly to the original place of purchase. This is because they hold the value of the stock and have a record of the transaction. 

    The return will be subject to the return policy of the original retailer. 

    Unfortunately, no. Your item will need to be returned directly to your original place of purchase as they hold the value of the stock and have a record of the transaction.

    The return will be subject to the return policy of the originating retailer.

    We endeavour to process your return within 5 business days of the return being delivered to our warehouse. During peak periods and promotions, it may take longer for our team to unpack and process your return.

    If your return is outside of this timeframe, please verify the return tracking number shows delivered before contacting our customer service team for assistance. Please note that once the return is processed you will receive a confirmation email. Refunds can take up to 5 business days to settle in your account once processed. 

    Unfortunately, we are unable to accept a return that is not in original condition, including the shoebox. 

    Steve Madden watches has a 2-year warranty against all defects in material or workmanship. This warranty does not apply to normal wear and tear or abuse and excludes batteries, cases, straps, crystals or bracelets. 

    In the event of a defect or malfunction of the movement within this period, it will be repaired or replaced at our discretion. No additional charge will be made unless additional servicing is necessary.

    Steve Madden is not liable for any incidental or consequential damages.

    If you have any issues please reach out to our friendly customer care team with a description and images and they will be able to assist you with a warranty claim via

    E: info@stevemadden.com.au

    PH: 1800 MADDEN (1800 623 336)

    Chat: Simply click the message widget in the bottom right-hand corner

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