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Returns & Exchanges

We’re sorry your purchase didn’t work out for you. To make it easy to find your perfect pair, we offer easy returns and exchanges* for purchases made only on naturalizer.co.nz.*(Conditions apply for certain product categories).

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 (all returns are at the customers cost). Once we receive your return out team will be working hard to have that processed as fast possible, although please be aware that times will vary during promotional periods. Shipping charges are not refunded.

*All return freight charges will be borne by the customer

PLEASE NOTE: We cannot process returns or exchanges for purchases made through other retailers.

How to make a return or exchange

  • STEP ONE: Please contact customer service on 0800 827 954 or at info@naturalizer.co.nz to organise a returns & exchanges..

  • STEP TWO: Repackage your merchandise in its original packaging. Also include any other documentation needed.

  • STEP THREE: To start the return process, opt for either NZ Post or a courier service according to your preference. Remember to include the destination address:
    2 Jepsen Grove, Trentham, Upper Hutt 5018, New Zealand.
    Don't forget to enclose any necessary documentation and retain the tracking number for your records.

  • STEP FOUR: Drop off your package at any authorized New Zealand Post location, or give it directly to your mail carrier. Please allow up to 5 days for the credit to show on your statement.

 

EXCHANGES - All exchanges, under the returns policy, can only be exchanged for items of equal or lesser value.

DO YOU WANT YOUR EXCHANGE FASTER? - For the fastest exchange service and to check size and colour availability, please call Customer Care at 0800 827 954.

PLEASE NOTE - Naturalizer will only allow one return or exchange per order number.

Gift Returns

Received your order as a gift from naturalizer.co.nz? Please call our customer service team at 0800 827 954 or email us at info@naturalizer.co.nz. Our hours are Monday-Friday 9:00 a.m. to 5:00 p.m. NZDT.

You can either exchange your gift item for the same style in a different size or color, item of the same value or exchange it for an e-gift card for the amount of the gift item, to be redeemed at naturalizer.c.nz.

PLEASE NOTE - The purchase of e-gift cards cannot be returned.

FAQS

HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY REFUND?
Once we have received your shoes back in our warehouse, it may take up to 5 business days for the credit to appear on your bank statement.

WHERE DO I DROP OFF MY PACKAGE FOR A RETURN OR EXCHANGE?
Drop off your package at any New Zealand Post location.

FIND AN NZPOST LOCATION NEAR YOU >

naturalizer.co.nz warehouse address:
Naturalizer
2 Jepsen Grove
Upper Hutt, 5018 New Zealand

CUSTOMER CARE:
Or give us a call at 0800 827 954 to talk with a Customer Care Consultant, or email us at info@naturalizer.co.nz.

CONTACT US >