FAQ's

What fittings do you offer?

In Australia and New Zealand, we only offer W (wide) fittings.

Are your sizes US or UK on the website?

Our sizes are the US, please refer to the following chart for conversion.

How do I obtain an exchange/refund from my On-Line purchase?

An exchange/refund can be obtained by the following

1) Returning the goods to Naturalizer Shoes On-Line by using the exchange form that was included in the parcel.

2) Visiting your NATURALIZER store with your receipt and exchange form.

Can I return my shoes to another stockist, example Myers?

No, you must return the goods back to Naturalizer.

How do I update my VIP details?

Log in to your account and click on My Details or Update Password, enter the correct details and click Update.

Can a birthday voucher be used with sale items?

The birthday voucher can only be used on full price items only.

Can I use a birthday voucher in-store?

E-Voucher must be used On-Line only and in one transaction. It cannot be transferable to cash in full or part.

Can I use my $20 sign up voucher on sale items?

The $20 voucher can only be used on full price items and valid for 1month.

How do I locate a shoe that I am after?

Please contact Naturalizer on naturalizer@novogroup.com.au with the style name, colour, size and your location.

I received my dispatch advice with tracking number but it says it’s invalid?

The tracking number will become valid once Australia Post has collected the parcel from the warehouse, please allow 24hrs from email to track the parcel.

How do I pay for an unpaid order?

You cannot go back into your account and pay for unpaid order; you will need to place a new order from the beginning.

The order is telling me the coupon code is not valid

You must type in the coupon code and not copy and paste. It is also case sensitive. Coupon is valid for 1 month from validation.

Can I purchase the shoes over the phone?

Unfortunately, we cannot currently process orders over the phone.

What happens if no-one is home when the parcel arrives?

Aus Post will leave a card at your door/mailbox to visit your local GPO, all parcel require a signature and cannot be left at the door.