Returns & Exchanges Policy

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. Once we receive your return our team will be working hard to have that processed as fast as possible, although please be aware that times will vary during promotional periods. Original shipping charges are not refunded.

PLEASE NOTE: We cannot process returns or exchanges for purchases made through other retailers. Rewards Points will not be returned when processing refunds, unless the item has been returned under faulty circumstances.

How to make a return or exchange

Checkout+ Package Protection

As of 26 June 2026, orders have the option to be protected by Checkout+, ensuring maximum security for your package from our doors to yours. If your order was placed before 26 June 2026, please contact our Customer Service team directly at info@naturalizer.com.au to arrange your return or exchange, as the new process only applies to orders placed under the updated system.

To initiate a return, click here. 

Return Shipping Instructions

If You Purchased Free Returns Coverage 

  • Start your return through our returns portal.
  • Submit your return request for approval.
  • Once your return is approved, a prepaid return shipping label will be emailed to the email address used when placing your order.
  • Print the label, attach it to your package, and ship your item back.

If You Did Not Purchase Free Returns Coverage 

  • Start your return through our returns portal.
  • Purchase a return shipping label directly through the portal.
  • Your return label will be emailed to the email address used when placing your order.
  • Print the label, attach it to your package, and ship your item back.

Please note that returns must be submitted through our returns portal before items are shipped back.

SINGAPORE

To initiate a return or exchange:

  1. Contact us at 9386 4138 or email info@comfortcoshoes.com.sg to organise your return.
  2. Repackage your merchandise in its original packaging and place the shoebox(es) inside a shipping carton or satchel.
  3. Contact our warehouse manager at 9386 4138 to arrange pickup of your parcel.
  4. Returns are typically processed within 5 working days from the time we receive your parcel.

NEW ZEALAND

To initiate a return or exchange:

  1. Contact us at 0800 827 954 or email info@comfortcoshoes.co.nz to organise your return.
  2. Repackage your merchandise in its original packaging. Place the shoebox(es) inside a shipping carton or satchel.
  3. Send the parcel using NZ Post or any authorised mail carrier to the following address:

The Comfort Co
2 Jepsen Grove
Trentham, Upper Hutt 5018
New Zealand

Retain your tracking number for reference.

Gift Returns

  • Received your order as a gift from naturalizer.com.au? Please call our customer service team at 1300 856 226 or email us at info@naturalizer.com.au. Our hours are Monday-Friday 9:00 a.m. to 4:00 p.m. AEST.

  • You can either exchange your gift item for the same style in a different size or colour, 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.com.au.

  • PLEASE NOTE - The purchase of e-gift cards cannot be returned. E-gift cards or vouchers cannot be returned for monies.

FAQS

How long will it take for me to receive my refund?

Once we receive your return our team will be working hard to have that processed as fast as possible, although please be aware that times will vary during Christmas/promotional periods.

Where do I drop off my package for a return or exchange?

If you used the prepaid shipping label we included in your original shipment, drop off your package at any Australia Post location.

Find an auspost location near you

If you do not use the Australia Post prepaid shipping label we provided with your original purchase, you can ship your shoes back to our warehouse at the address below using any carrier.
naturalizer.com.au warehouse address:
Naturalizer

1 Gateway Court

Coomera, QLD 4209

Customer Care

Or give us a call at 1300 856 226 to talk with a Customer Care Consultant, or email us at info@naturalizer.com.au.

CONTACT US