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We're available 7 days a week, 9am to 10pm ET.

Steve Madden (v1)

If after 24 hours your stars aren&#x2019;t visible in your account, don&#x2019;t worry! Reach out to us at <a href="mailto:info@stevemaddendirect.com">info@stevemaddendirect.com</a> and we&#x2019;ll be happy to assist you.

If after 24 hours your stars aren’t visible in your account, don’t worry! Reach out to us at info@stevemaddendirect.com and we’ll be happy to assist you.

Why don’t I see my stars in my account?

SM PASS Program

How will I know if my order is confirmed?

How can I find my order number?

Can I make changes or cancel my online order?

Can I change the style, color or size after an order is placed?

When is my order shipped?

How can I track the status of my order?

What if I place an order and Steve Madden doesn't have the item in stock?

What is a Pre Order item? What if I want to cancel a Pre Order?

I placed an order with AfterPay/Klarna/ShopPay for a pre order/back order item. How will I be refunded it I want to cancel that order?

What is the difference between a Pre Order and a Back Order?

I placed an order with AfterPay/Klarna/ShopPay for a pre order/back order item. Will I start paying my installments once the pre order/back order item is shipped?

How can I find a STEVE MADDEN shoe I am looking for?

Can Steve Madden Gift Cards be purchased and redeemed online?

Orders

What forms of payment are accepted for online purchases, and when am I billed?

What are AfterPay, Klarna and ShopPay Installments?

Can Gift Cards be used on SteveMadden.com?

Can Store Credits be used on SteveMadden.com?

Why do I have to pay sales tax on my order?

What shipping options are available in the continental USA?

What are the shipping fees?

When will my order be delivered?

Can I ship an order to a P.O. box?

Can I ship an order to a foreign country?

Can I ship an order to multiple addresses?

What is Cash App Pay?

How do I use Cash App Pay online from my desktop?

How do I use Cash App Pay online from my mobile device?

How do I use Cash App Pay in stores?

Where do Cash App Pay funds come from?

Billing & Shipping

What is SM PASS?

Does it cost to join?

Who can join SM PASS?

How do I become a SM PASS member?

What are the benefits of joining?

How do I earn stars?

Can I earn stars for purchases I made prior to joining SM PASS?

Where do I track my stars and progress?

How do I know if my stars have been added to my account?

If I return my items, do I lose my stars?

Do stars expire?

Can I redeem my stars?

What are the program tiers and how do I change tiers?

Can I lose my current tier status?

Where can I get full details on the SM PASS program?

Can I end my SM PASS membership?

I have questions!

What is SteveMadden.com's Return Policy?

Can I return merchandise to a Steve Madden Store?

How do I get a return shipping label?

What is the usual turnaround time for returns?

How will I be refunded for my return if I paid with AfterPay, Klarna or ShopPay Installments?

How can I return an item I purchased with Cash App Pay?

Can I exchange an item for another size, style or color?

What is your policy on damaged items?

How do I return an item I received as a gift?

SteveMadden.com Purchases

Retail Store Purchases

Steve Madden Purchases at other retailers

If a retail location did not assist you

Returns

Exclusions

Promotion Rules

How can I get a discount code?

Promo Terms & Conditions

What is the Steve Madden DIGITAL Gift Card?

Why do I need to add a shipping address for an electronic gift card?

How can I redeem my Steve Madden DIGITAL Gift Card?

How can I check the balance of my DIGITAL Gift Card?

DIGITAL Gift Card Terms and Conditions

DIGITAL Gift Cards

What is a Steve Madden Gift card?

How can I redeem my Steve Madden Gift Card?

Gift Card Terms and Conditions

Gift Cards

Is it safe to use my credit card?

Where can I learn more about your Privacy Policy?

What browser works best with the SteveMadden.com site?

How can I close/deactivate my account?

Privacy and tech support

How do I determine level of wear?

I want to buy…

I want to sell…

REBOOTED

What is The Take Back Bag

How does it work?

What’s the impact of The Take Back Bag?

What do you accept?

How do you send it back?

How much will it fit?

What are they made of?

Why is it better to use a Take Back Bag than other donation options?

What happens to items sent back in The Take Back Bag?

The Take Back Bag

What is Buy with Prime and how does it work?

How do I make a purchase using my Prime shopping benefits on Steve Madden?

Is this really the same delivery experience I’m familiar with as a Prime member?

Where can I check the status of my order?

Who do I contact for questions about or issues with my Buy with Prime order?

How do I cancel a Buy with Prime order?

When do I receive a refund for a cancelled order?

How do I start a return for a for a Buy with Prime order?

When do I receive a refund for a returned item?

Can I use Amazon Gift Cards, Amazon promotional discounts, or Steve Madden loyalty points when I check out using Buy with Prime?

What forms of payment are accepted when I check out using Buy with Prime?

Can I set up a subscription using Buy with Prime?

What happens if my order is late?

Buy with Prime

What is Narvar Secure?

My package is marked as “delivered,” but I have not received it. What should I do?

My items were shipped but it has been 10 days since the last tracking event,  what should I do?

My items are damaged. What should I do?

Can I cancel Narvar Secure from my order?

Narvar Secure

Why don’t I see my stars in my account?Updated 3 months ago