Refunds & Returns Policy

Effective Date: 08 July 2023
Contact Email: stevemaddenincorp@gmail.com
Website: www.stevemaddenladies.co.za

1. Overview

At Steve Madden Ladies South Africa, we want you to love your purchase.
If you are not completely satisfied with your order, we’re here to help.
This Refunds & Returns Policy explains how returns, refunds, and exchanges work for purchases made through our website.

2. Eligibility for Returns

To qualify for a return or exchange, the following conditions must be met:

  • The item must be unused, unworn, and in its original packaging (including all tags and boxes).

  • The return request must be made within 7 days of receiving your order.

  • Proof of purchase (order number or receipt) must be provided.

Note: For hygiene reasons, certain items such as earrings, socks, and face masks cannot be returned unless faulty.

3. How to Initiate a Return

To initiate a return or exchange, please contact our support team at:
📧 stevemaddenincorp@gmail.com

Please include:

  • Your full name

  • Order number

  • Item(s) you wish to return or exchange

  • Reason for the return

Our team will provide you with the return address and further instructions.

4. Return Shipping

  • Defective or Incorrect Items:
    If you received a damaged, defective, or incorrect item, we will cover all return shipping costs.

  • Change of Mind or Incorrect Size:
    If you’re returning an item for reasons other than a defect or error, return shipping will be at your own expense.

Returned items must be sent via a trackable courier service. We cannot be held responsible for items lost in transit.

5. Exchanges

If you would like to exchange an item for a different size or style (subject to availability), we’ll process the exchange once your returned item has been received and inspected.
If the replacement item is unavailable, you will be offered a store credit or refund.

6. Refunds

Once your returned item has been received and inspected, we will notify you via email.
Approved refunds will be processed within 7–10 business days using your original method of payment.

Please note: Delivery fees (e.g., next-day delivery at R99.00) are non-refundable, unless the return is due to a defective or incorrect item.

7. Non-Returnable Items

The following items cannot be returned or refunded unless they are defective:

  • Gift cards or vouchers

  • Sale or clearance items

  • Personal accessories (earrings, socks, etc.)

8. Faulty or Damaged Items

We take great care to ensure all products are quality-checked before shipping.
If you receive an item that is faulty or damaged, please contact us within 48 hours of delivery with clear photos and your order details.
We will arrange a replacement, exchange, or full refund at no additional cost.

9. Late or Missing Refunds

If you haven’t received your refund within the expected timeframe, please:

  1. Check your bank or payment account again.

  2. Contact your bank or payment provider (it may take a few days to reflect).

  3. If the issue persists, email us at stevemaddenincorp@gmail.com and we’ll assist you immediately.

10. Contact Us

If you have any questions about our Refunds & Returns Policy, or need help with your order, please contact us:
📧 stevemaddenincorp@gmail.com
🌐 www.stevemaddenladies.co.za