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FAQ

Frequently Asked Questions

ORDERS

You will receive an order confirmation via email.

Please contact us immediately at e-mail info@stevemadden.com.mx. Orders are final and cannot be cancelled or changed once they are placed. However you can always ask for a return/refund. In this case, we ask that you please wait until the order arrives and follow the normal return policy procedure.

We are unable to make any product changes to an existing order. Please contact us immediately by calling 800-880-4503. However, once an order begins processing no changes can be made. Most orders are shipped within 24 hours. In this case, we ask that you please wait until the order arrives and follow the normal return policy procedure. Clearance items may not be returned or exchanged.

Most orders are shipped the next business day after they are placed. We use DHL ground shipping for all orders in Mexico. Orders arrive within 3-7 business days.

If you have an account with us, please Sign In and go to "My Orders". Click "View Order" and there you will see the status of your order, you can also use the tracking code you’ll receive in your e-mai at DHL Site.

If we are unable to fill your order you will be notified via email. You can also check the status online by signing in to your account and going to "My Orders".

You may click the search bar and type in what you would like to find. You can use the search by a style name or category (Example: type "Sandals") and all the styles in that category will display. Then you can use the "Filter by" categories to find the styles that have the color, size, and price you are looking for.

BILLING & SHIPPING

We accept Visa, MasterCard, American Express & also payments thorugh PayPal. Sometimes we also offer installment payments without charges when applicable.

All orders in Mexico are sent trough DHL, in a period of 3 to 7 business days.

Shipping fees Will have a fixed cost of $99MXN, for every order inside the Mexican territory. We don’t ship outside Mexico.

Most orders are shipped within 48 hours of when they are placed.

Unfortunately we don’t have that option, we only shipped inside the Republic of México.

At this time we can only have one shipping address per order. However, you may place multiple orders.

RETURNS

For your convenience, we gladly accept returns of UNWORN merchandise within 30 days of delivery. This excludes clearance items or any item that specifically states it may not be returned or exchanged.

All handbags and accessories must have original tags attached. Returns will be refunded to the original method of payment. You may obtain return authorization via phone,at 800-880-4503 or via email at info@stevemadden.com.mx. There you can request to return the merchandise and a pre-paid return label will be emailed to you. The authorization requests must be made within 30 days from when your order is delivered. The merchandise must be received back at our warehouse within 15 days, once authorized, using the Return shipping label we supply. You may leave the package at any DHL location. Shipping charges are not refundable and there is a $100 MXN per order return fee that covers restocking and postage back to the warehouse.

Once your return is checked in at the warehouse, you will be sent an email to let you know it has been received and that your refund has been issued. From this time, it takes up to 3 business days to show up on your credit card, debit card or PayPal account. Refunds are always issued to the original method of payment.

Steve Madden merchandise purchased from other retailers, including department stores, must be returned to the store from which it was originally purchased and is subject to the return policy of the originating retailer.

We currently DON’T ACCEPT returns for online purchases at Steven and Steve Madden stores.

We gladly accept returns of unworn merchandise within 30 days of delivery. This excludes clearance items and earrings which may not be returned or exchanged. All handbags and accessories must have original tags attached. Returns will be refunded to the original method of payment or as store credit.

You may obtain return authorization via phone, or via e-mail at info@stevemadden.com.mx. There you can request to return the merchandise and a pre-paid return label will be emailed to you. The returns procedure must be done through DHL Express Service. You may leave your package at any DHL location in Mexico.

We gladly accept returns of unworn merchandise within 30 days of delivery. This excludes clearance items and earrings which may not be returned or exchanged. All handbags and accessories must have original tags attached.

The usual turnaround time is 1 - 2 weeks from the day you give the package to DHL until the merchandise is checked in at the warehouse and the refund is issued. Do not ship items back through any other means other than the prepaid return label that we provide as package may be returned to you. We will not be accountable for any shipments made by any different method other than authorized.

Once your return is checked in at the warehouse, you will be sent an email to let you know it has been received and that your refund has been issued. The refund will be reflected on your card, depending on the policies of the financial institution that issued your card.

Steve Madden merchandise purchased from other retailers, including department stores, must be returned to the store from which it was originally purchased and is subject to the return policy of the originating retailer.

Please place a new order for the style and color you want and call customer service at 800-880-4503 to get the return authorization and a prepaid DHL shipping label to send the item back to us as a return.

When you call customer service please have your new order number handy so we can file the return as an exchange and a full refund will be issued once the merchandise is received back at our warehouse.

You may go through the returns process, after the return is authorized and the package received at our warehouse, obtain a refund to the original method of payment and then purchase the item you wish.

If you receive damaged or defective items, please notify us immediately via email, 800-880-4503 and we will send you a return label. As soon as the item is received back a full refund will be issued.

If the item was purchased on www.stevemadden.com.mx you may contact our Customer Service department and they will issue a Gift Exchange return authorization. Once the item is received back, a Promotional Code equal to the amount paid for the merchandise will be emailed to the gift recipient so they may purchase a different item on our online store.

PROMOTION TERMS & CONDITIONS

- Promotions are not valid for cash or cash equivalent. Promotions cannot be applied to previous purchases nor combined with any other offers or discounts including price matching of any other retailer. Promotions cannot be combined with the Steve Madden employee discount.

- Qualifying promotion amount applies to merchandise only, excluding packaging, sales tax and shipping and handling charges.

- Returns and exchanges are subject to Steve Madden's return policy.

- Offers and promotions are non-transferable.

- Steve Madden has the right to cancel or change any promotion at any time without notice and in its sole discretion.

- Promotions may be subject to availability.

- Free Shipping promotion is only valid for shipping addresses inside Mexico’s territory.

Please note, this promotion may not be combined with any other offers unless explicitly noted.

PRIVACY & TECH SUPPORT

  • Is it safe to use my credit card? Yes, shopping at SteveMadden.com.mx is safe.
  • Why is SteveMadden.com.mx so safe? Steve Madden.com protects the security of your online transaction by taking advantage of Secure Sockets Layer (SSL) technology. SteveMadden.com.mx uses digital certificates provided by Thawte, which are required for SSL, the industry standard for encryption. SSL technology encrypts data allowing only SteveMadden.com.mx to decode your information and helps to create a secure environment for transactions on the Internet. If you're not comfortable shopping online you can always go to one of our stores. You can find the nearest store to you in this link.
  • Where can I learn more about your Privacy Policy? Please read our Privacy Policy.
  • What browser works best with the SteveMadden.com.mx site? SteveMadden.com.mx is currently optimized for FireFox 23.0.1 and Internet Explorer 10 browsers and above, with a screen resolution set to 1280X1024. Javascript and Cookies must be enabled. Please see your browser's help section for more information.

CONTACT US

We always look forward to hearing from you. Please contact us:

- Via e-mail at mail info@stevemadden.com.mx.

- Via Phone at 800-880-4503

Please add info@stevemadden.com.mx to your address book or spam filter software to ensure you receive our emails.

For assistance with any purchase made at a Steve Madden retail store, please return to the store where purchased. You may also call customer service at 800-880-4503 for assistance.

Steve Madden merchandise purchased from other retailers, including department stores, must be returned to the store from which it was originally purchased and is subject to the return policy of the originating retailer.

If you have gone back to the Steve Madden store or other retail location where the purchase was originally made but still need further assistance please call 800-880-4503.

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