FAQ

If you are are using a screen reader and are having problems using this website, please call 1-888-294-1648.

 

PLEASE NOTE: DUE TO THE CORONAVIRUS (COVID-19), WE HAVE IMPLEMENTED A SOCIAL DISTANCING PLAN AS A PRECAUTION FOR OUR CUSTOMER SERVICE TEAM SO THEY ARE WORKING WITH LIMITED STAFFING. THEY ARE AVAILABLE TO ASSIST WITH YOUR NEEDS MONDAY-FRIDAY FROM 9AM-6PM CST AND SATURDAY 10AM-5PM CST.

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

    8534 Siempre Viva Dr.

    San Diego, CA 92154

     

    Please 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.

  • Why was my order cancelled?
    We routinely perform audit checks to verify order information in an effort to maintain high security standards for the protection of our customers. This may be why your order was cancelled. It is also possible that your order may have been cancelled if an item became unavailable after the order was placed. In both cases, an email confirmation will be sent with the specific cancellation reason of your order.
  • How can I contact you?
    Email us or call us at 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 Account page and enter your email address and password)
    2. Click on the Addresses link. You will have the option to edit your current address, delete it, or create a new address.
    3. 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 90 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
    Nushoe
    8534 Siempre Viva Dr.
    San Diego, CA 92154


    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, please visit a store and an associate will assist you.

    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 $75 (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.