How Do I Return My Online Order?

Returns are easy and free of charge. Book on our Returns Portal below:

Returns Portal

Who Can Use the Returns Portal?

Our Returns Portal is available for UK online orders starting with #STEVGB

Key Things to Know About Our Returns Portal

• Returns are free.
• Entering an incorrect order number may cause delays in processing your return and, in some cases, may result in us being unable to locate your parcel or issue a refund.
• Each returns label can only be used once and is tied to the specific order you generated it for. Please don’t copy or reuse labels, as we won’t be able to track or process refunds for duplicated labels.
• If you’re returning items from different orders, you’ll need to book and generate separate labels for each order. Please don’t combine items from different orders into one parcel – this could delay your refund and we can’t refund items that aren’t properly processed through the portal.
• Once your return is booked, we can’t cancel or amend it, so please double-check all your details before confirming.

How to Book a Return

Returning with us is easy! Just follow these simple steps:

• Repack your items securely in line with our Returns Policy, using the original packaging where possible.
• Log in to the Returns Portal here using your order number (starting with #STEVGB) and delivery date.
• You will then be directed to the EVRi returns page where you will need to enter your email and reason for return 

Choosing Your Return Method

EVRi Drop Off at a ParcelShop or Locker

Drop off your return at over 9,000 convenient locations based in local shops or return at one of our convenient self-service parcel lockers.

• Print your label, attach it to your parcel (removing or covering old labels), and drop off at any Evri ParcelShop or Locker.
• Be sure to get proof of postage and keep it safe until your refund is processed.

EVRi Collection

Your friendly local courier will collect your return with our door to door courier service.

• Print and attach your label.
• Book a collection at a date that suits you
• Hand your parcel to the EVRi courier and always ask for proof of collection.

If EVRi misses your collection, check your tracking for rescheduled dates or rebook through the link.

Important note - Customers living in the Isle of Wight will not be able to select the EVRi ParcelShop return option and must choose the 'Collect from Home' option instead.

What Happens Next?

• You will receive an EVRi Return Confirmation with tracking number. 
• You can either Print the label at a ParcelShop or Print the label at home
• Take to the ParcelShop and ensure you have proof of drop off. The assistant will ask you for an email address so kindly provide this so you have confirmation that the parcel was dropped off safely.
• Once your parcel is with EVRi, they’ll aim to deliver it to our warehouse within 3-7 days (this may be longer during busy periods).
• You can track your parcel using your tracking number provided

When Will I Get My Refund?

• We’ll send you an email when your return is received and another when your refund has been processed.
• Refunds go back to your original payment method and should appear in your account within 3-5 working days, depending on your card provider.
• Please allow up to 14 days for returns to reach us and be processed before getting in touch.

Important Reminder

• Please always keep your proof of drop off until your refund has been processed. Without it, we may not be able to help with any refund queries.

• Let us know if you’d like help with anything else – we’re always happy to assist!

Purchased In-Store?

If you bought your item directly from one of our Steve Madden stores please return it to the store you purchased from. Each store follows its own returns policy, and the team will be happy to assist with any returns and refunds queries.

If you need further help, feel free to reach out to our customer service team.