At Steve Madden Sales Store, we want you to be completely satisfied with your stylish footwear purchase. If for any reason you’re not happy with your boat shoes, boots, loafers, sandals, or slippers, we offer a straightforward returns and exchanges process.

Return & Exchange Eligibility

  • Items must be returned within 15 days of delivery
  • Products must be unworn, in original condition with all tags attached
  • Original packaging must be included
Note: For hygiene reasons, we cannot accept returns on slippers that have been removed from their original packaging or show signs of wear.

How to Initiate a Return or Exchange

  1. Contact our customer service at [email protected] within 15 days of receiving your order. Use our template below for faster processing.
  2. Wait for approval – Our team will review your request and email you a Return Authorization Number (RAN) within 2 business days.
  3. Package your items – Securely pack the items in their original packaging with the RAN clearly visible on the outside.
  4. Ship your return – Send the package to our warehouse at:
    Steve Madden Sales Store
    Returns Department
    2746 Hickory Heights Drive
    Baltimore, US 21202

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Process

Once we receive and inspect your return:

  • Refunds will be processed within 5-7 business days
  • Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping fees are non-refundable (except in cases of our error)

Exchange Process

For exchanges:

  1. Follow the same return process above
  2. Clearly indicate in your email that you’d like an exchange and specify the replacement item
  3. Once your return is received, we’ll ship your new item
  4. You’ll be responsible for any price difference and additional shipping costs

Return Request Template

Use this template when emailing your return request to [email protected]:

Subject: Return Request – Order #[Your Order Number] Dear Steve Madden Sales Store Customer Service, I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details: – Item(s) to return: [Product Name, Size, Color] – Reason for return: [Reason – e.g., wrong size, defective, etc.] – Preferred resolution: [Refund or Exchange (specify replacement item if exchanging)] Please let me know the next steps. I’ve reviewed the return policy and confirm the items are in original condition with all tags attached. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage. We’ll arrange for a free return and replacement.

International Returns

For international customers (excluding some Asian countries and remote areas):

  • You are responsible for all return shipping costs and any applicable customs fees
  • Refunds will be issued in USD
  • Processing may take additional time due to customs clearance

For any questions about our returns policy, don’t hesitate to contact our customer service team at [email protected].