Customer Service

faq

  • I purchased my merchandise on Naturalizer.com. How can I return it?

    With over 85 years of excellence behind us, we feel confident you will be comfortable with your purchase. However, if the need arises you may return your unworn shoes within 30 days. Exchanges are available in-store only. Purchases being mailed back to the warehouse will only receive a refund for the returned merchandise.

    You may return online purchases in one of two ways:

    returns to store

    Bring your items, your Order Summary and the credit card used for purchase to a Naturalizer company-owned store (does not include independently-owned stores). Item(s) must be returned in the original brand box (packaging). For store listings, call 1-888-294-1648 or visit our Store Locator . Returns without a valid Order Summary will receive store credit only.

    returns by mail

    You have 30 days from the date of purchase to complete a return. If you need to make a return by mail, please follow these steps:

    • Mail them to the following address:
    • Naturalizer Retail
    • 15837 Fern Avenue
    • Chino, CA 91708
    1. Click here for a printable version of the return shipping label and return form.
    2. Re-package your order and place the completed return form and your original Order Summary inside the box.
      The return form is located on the right side of your printout.
    3. On the return shipping label, write your order number, if known. (An order number helps speed up your transaction.
      If you check out with an account, your order number is available in the My Account section of naturalizer.com.)
    4. Affix the return shipping label to the outside of the box.
    5. Return your package through the carrier of your choice.

    Please note: Return shipping costs are the customer’s responsibility. We cannot accept C.O.D. packages. Shipping charges will not be refunded.

    We recommend that you send your return via insured parcel post or other traceable method. Naturalizer.com is not responsible for returns until they are received in our warehouse. Customers are responsible for the safe return of merchandise.

    We stand behind the quality of our products and if you feel your shoes have a manufacturing defect, or if you have any questions concerning your order, please feel free to e-mail us by clicking here or call our toll-free customer service number at 1-888-294-1648.

  • My tracking info shows that my order was delivered, but I do not have it. What should I do?

    We recommend checking around the indicated area or with the signee of the package, to obtain your order (this specific delivery information is outlined on the Order Tracking page below). Please note that it is possible the driver hid the package from view, or the signee is currently holding it for you. Also, please check with any neighbors who may have retrieved the package in your absence. If you are unable to locate the package after doing so, please let us know.

  • How can I track my order?

    If you placed your order online: Please click here to track your order. Once your order ships, you will also receive an order shipping confirmation by email. Please allow up to 3 business days from the date of your order for tracking information to appear.

    If you placed your order in a Naturalizer store: Please use one of the following methods to contact us for tracking details.

    Email: Click here

    Phone: 1-888-294-1648

  • My shoes are defective. Can I return them?

    If you believe your shoes are defective, you have the option to return them to our warehouse for inspection. Please note that we do not offer repair services or replacements parts and we do not guarantee refunds, as our warehouse makes the final determination. We request that you send your shoes to the following address:

    • Naturalizer Retail
    • Consumer Care Department
    • 15837 Fern Ave.
    • Chino, CA 91708

    Please click here to print a Defective Product Return Form and follow return instructions.

    We are unable to offer exchanges for defective product returns. All returns will be subject to refund only.

    Note: We recommend using a traceable shipping service (UPS or insured U.S. Mail).
    We are not responsible for lost packages
    .

  • How can I contact you?

    Email: Click here

    Phone: 1-888-294-1648

  • How do I update my billing, or shipping information for future orders?

    To update your address, please follow the directions below:

    1. Log into the site (go to the My Account page and enter your email address and password)
    2. Click on the My Addresses link
    3. You will have the option to edit your current address, delete it, or create a new address. You may also indicate if you'd like the address to be your default billing or shipping address.
  • I purchased my merchandise in a store for Home Delivery. How can I return it??

    Unworn merchandise may be returned or exchanged within 60 days of the sale date at any company-owned Naturalizer store (the merchandise cannot be returned or exchanged at a Naturalizer Outlet store or independently-owned shoe store). Item(s) must be returned in the original brand box (packaging). Be sure to bring the original sales receipt, or the packing slip that was mailed to you. Please click here to locate a store.

    If you do not live near a company-owned Naturalizer store, please send the shoes in question to the following address:

    • Naturalizer Retail
    • Consumer Care Department
    • 15835 Fern Ave.
    • Chino, CA 91708
    • If you would like to request a refund, please include a copy of the original sales receipt or the packing slip that was mailed to you.
    • If you would like to request an exchange, we will need your shoe size and width.
    • If your exchange request cannot be filled, a refund will be issued. Most refund/exchange requests are completed within 2-3 weeks after they are received

    Note: We recommend using a traceable shipping service (UPS or insured U.S. Mail). Return shipping charges are non-refundable. .

  • When will my order arrive?

    Naturalizer orders are shipped via standard Ground Delivery and will arrive at the shipping address within 7-10 business days of the original order date. If more than one item is ordered, each item may arrive separately.

  • I do not see my size. Can you notify me when a certain size or color becomes available?

    The sizes shown in the "Select available size and width" drop-down menu are the sizes currently available to order. If a particular size or color is not shown, it is either sold out or not offered. We update our website several times every day and sometimes items sell out fast. However, we cannot offer back orders. Please check back with our website within 2-3 weeks, or see if the item is available at a store near you, by using our store locator .

  • How much do you charge for shipping?

    Naturalizer ships standard ground delivery and the shipping cost is $6.50 for the first item, and $2.00 for each additional item on the order (Alaska and Hawaii residents please add $5.50 for each additional item on the order)

    Special Note: Free shipping applies to purchases over $200 (after discounts and offers are applied). Offer not valid for Alaska and Hawaii residents

  • I joined the eClub. When will I receive my $10 savings certificate?

    E-Club members will receive their first coupon on the Monday after you've registered. If this date has passed, we recommend checking the spam blocker for your email account, as this may have prevented the message from reaching you in a timely manner. To ensure future emails are delivered to your inbox, please add naturalizer@email.naturalizer.com to your address book. If you are unable to locate the email in question after doing so, please click here to email us, or contact us via phone at 1-888-294-1648.

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