Effective as of 14 June 2023.

RETURN POLICY

MANDATORY UNBOXING VIDEO

For all returns, you are required to record clearly the process of opening the package from start to finish without edit. We do not accept complaints or damage or lack of products without unboxing video.

Criteria

• Product purchased at full price and with a maximum of 30% discount. We do not accept returns for products which have been purchased at more than 30% discount during promotion period.
• Product must have never been used and must still be in its original condition, complete with labels attached to the product and without damage.
• Product must has no stains, broken seams, missing buttons, loosened threads or other conditions that deem the product to be defective or damaged.
• Products must have its brand box and packaging in its original condition. The box and packaging must not be broken or dented, not attached to any adhesive material, and complete with other items from the original packaging such as cartons, clothes hangers, stickers, ribbons, ropes, polybags, plastic, and other objects.
• Request for product return must be made within 14 (fourteen) days of when the order is received. Returned products must be received at the pre-determined location no later than 7 (seven) days after the date of return is approved by Steve Madden
• When returning the product, please use the outer/packaging box as we sent you and cover the product packaging with a sturdy wrapper and add a “FRAGILE” sticker to the shipment to damage on the original box during shipment. We do not accept any form of returns where there is damage to the product and the product packaging/box.
• Refund process takes 7 (seven) to 14 (fourteen) working days. It may vary depending on the refund method. Refund will be made as soon as we have received the returned products and according to your initial payment method selected during purchase. We do not refund the shipping costs of returned products.
• Please contact our Customer Service Team via email to connect@stevemadden.id or via WhatsApp to 081573444001 to submit the return request

EXCHANGE POLICY

MANDATORY UNBOXING VIDEO

For all exchanges, you are required to record clearly the process of opening the package from start to finish without edit. We do not accept complaints or damage or lack of products without unboxing video.

Criteria

• Exchange is valid for product within these criterias:
• Incorrect size
• Product received does not match customer’s order: e.g., the customer ordered size 30, but received size 32.
• Different sizes between physical product and packaging/box.
• Different sizes between left and right product (e.g., shoes, sandals).
• Product received is the same side (both shoes/sandals are both right or left sides).
• Incorrect Color
• Product color is not the same as stated in the product description: g., Customer ordered blue shoes, but received red shoes.
• Damage/Defective
  
  - Product color: Faded or different color.
  - Product materials: Peeled leather, torn material, loose stitches or knitting, stained or deformed parts, torn or punctured material.
  - Product parts: Loose buttons, broken zippers, missing pieces/parts, broken handles, cannot be pumped (for balls).
• Footwear (shoes/sandals)
• A minimum of 1 (one) size differs between left and right.
• Exfoliated product skin, loose stitches and missing product parts on shoes.
• Product color is faded/colors are different.
• Clothes
• Damage due to loose buttons, loose knits and similar things.
• Stain or blemish spot.
• Fabric/material torn.
• Broken stitches.
• Zipper damage and similar things.
• Product color is faded/colors are different.
• Bags
• Stain or blemish spot.
• Product color is faded/colors are different.
• Has a small puncture or tear.
• Loose stitch or defective embroidery.
• Broken zipper.
• Exfoliated product skin.
• Accessories
• Missing piece.
• Scratches on glasses.
• Exfoliated product skin, loose seams on gloves.
• Stained, loose or faded embroidery.
• Requests to exchange the product for other sizes or colors or types/models are not allowed. However, you may return your product for a full refund (provided the exchanged product meets the criteria) and place a new order. Product exchange can be done only with the same product (same SKU, same size, same color, etc).
• Request for product exchange must be made within 14 (fourteen) days of when the order is received. Exchanged products must be received at the pre-determined location no later than 7 (seven) days the exchange date is approved by Steve Madden
• When exchanging the product, please use the outer packaging/box as we sent you and cover the product packaging with a sturdy wrapper and add a “FRAGILE” sticker to the shipment to avoid damage on the original box during shipment. We do not accept any form of exchanges where there is damage to the product and the product packaging/box.
• Please contact our Customer Service Team to connect@stevemadden.id or via WhatsApp to 081573444001 to submit the exchange request.

Exceptions

• We do not allow exchange requests based on the color differences between the received physical product and product photo caused by lighting effects or computer screens.
• We do not allow exchange requests based on a wrong purchase or a change of mind after purchase. We strongly recommend you to review the shopping cart before completing an order.
• Exchange requests do not apply to swimwear, sports bras, sportswear, tights (including tights/leggings, compression/compression pants, cycling shorts), socks, fitness equipment, sports accessories (including hats), and other products or brands with specific Terms and Conditions and which have been stated clearly in the description.

Faulty Products

• All product descriptions, information, and materials posted on Steve Madden are provided ‘as is’ and without warranties expressed, implied, or otherwise howsoever arising.
• If the product that you receive is faulty, please contact our Customer Service Team and provide us with your order number, name and address, product details, and the reason for return, and an information on a refund or an exchange request.
• Upon receipt of the faulty product, we will examine it and advise you on the status of the refund or exchange (if any).
• Steve Madden may at its discretion refuse to process an exchange. However, we may offer a refund as a substitute remedy.
• In the event the product returned is not faulty, we may at our discretion decide not to exchange or refund for the product.

Last update as of 14 June 2023.