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I purchased my merchandise on Naturalizer.co.nz. How can I return it?

You may return or exchange your merchandise for any reason within 30 days of purchase as long as they are in a resalable condition.
Returns for refunds will be credited to the original form of payment. As soon as we receive your parcel your return will typically be processed within 5 working days.(Times may vary during promotional periods). Original shipping charges are not refunded. Click here for more information

Where do you ship orders from?

Our New Zealand warehouse is located in Upper Hutt, Wellington. Some order items may be dispatched from our Australian warehouse. If this is the case you will be notified as soon as possible after order placement with estimated shipping timeline.

When will my order be sent?

We aim to ship any order placed within 1 business day. Visit our shipping page for more information.

Is your chat system a bot?

No, our chat system is monitored by live agents, so please make sure to stay kind. Our chat is live between 11:00am and 6:00pm NZST on weekdays, this does not include QLD - AU public holidays.

My credit card was declined, why does my card show a charge?

If your credit card was declined by our system, you may see an "authorization" on your debit/credit card. We have not taken any money from your account. This is simply an authorization of the funds.

No money is taken from your account until your order ships. In the case of a declined debit/credit card, your order has not been accepted into our system and will therefore not be charged. Please allow 24-48 hours for the authorization to disappear from your account. If you contact your card issuer or banking institution, they may be able to provide you with more information.

Can I change or cancel my order?

Our ordering and fulfillment system is designed to process and ship orders as quickly as possible and therefore orders are unable to be edited or cancelled by our customers after being placed. Visit our returns page for more information about making a return/exchange.

Can I change my delivery address after I place my order?

Once an order has been placed, you cannot change the address under your account but luckily there is a small window from the time you place the order to the point it is ready to be shipped out that we can try and update the address for you.

The fastest and best way to update an address on your order is by chatting with us using our chat system or call our customer service team on 0800 827 954 and we'll do our best to help you out.

Why won't my order go through?

Please ensure you have entered all of your details correctly. Check which browser you are using, please try and use Google Chrome as this is the most compatible browser. Have you used auto-fill for any of your details, this includes selecting any options from a drop-down? If so, refresh the page and manually type all of your details in, without selecting any auto-fill options.

If you have tried all of these things, and your order still will not go through, please contact us via or on 0800 827 954.

Do you restock styles that are on sale?

No, we do not restock sale items, these are old season lines.

What currency is your website in?

All orders will be charged in NZD.