We at Naturalizer are confident you will be happy with your purchase, however if you require an exchange or refund then please read the following for more information:

  • We are happy to accept exchange or refund within 30 days of receipt of goods with the exception of sale items. We do not offer a refund or exchange on sale items.
  • There are two ways to return goods back to Naturalizer. They are 1) via Postal or 2) Via your closest NATURALIZER STORE

- Please note that Myers, David Jones, Mathers and other stockist cannot accept any returns on our behalf.

  • With this return we ask that you complete the exchange/return form that was received with your goods, this information helps us process the return in a timely manner.
  • All unwanted items must be returned in their original condition, this means all packaging and labels must be attached.
  • If returning Online you are responsible for the associated costs to return the goods back to us, we do recommend that you use the registered post option as Naturalizer will not take responsibility for items not received if you attempt to send them via non registered mail. Please allow up to 21 days for exchanges and refunds to be received and processed.
  • Postage charges on returns are not refundable
  • Naturalizer Online Store cannot exchange or refund items purchased in one of our physical Naturalizer stores or from another stockist.


Naturalizer is more than happy to exchange your goods for another item without charging for a second delivery. All additional exchanges will incur postage costs paid by you. Please note that if your item bought is a SALE item there may be a chance that we cannot fulfill your exchange however you may chose another item of the same value or we will refund if this is unsuitable.


Naturalizer is happy to refund your goods if you are not satisfied with your purchase with the exception of sale items. We do not offer a refund or exhange for change of mind or change of size on sale items. The purchase price of the goods will be refunded excluding postage using the original payment method. Refunds may take up to 7 days to appear on your statement under the name of Novo Shoes Group.

Please Note: Refund and Exchange values are subject to re-calculation if purchased within a promotion or using a voucher or VIP rewards where terms are no longer met.


All orders placed online with Afterpay can only be refunded by sending your order back to our online store. You can also exchange your purchases in-store for another item or a Naturalizer Gift Card to the value of the returned goods excluding any shipping charges. 

If you are returning a faulty or incorrect item where you have used Afterpay, please contact our Customer Service team at in advance with your Naturalizer online order number.

Please send your return and the completed return form to the address below:

Naturalizer Online
77G Millers Road,
Brooklyn VIC 3012

Please note; if you wish to return your order we recommend you send your goods back using a trackable delivery service as we do not accept responsibility for items lost in transit.


With online refunds and/or in the event that an item from an Afterpay purchase cannot be fulfilled, your Afterpay balance will be reduced to reflect the new order total once the refund has been processed, which can take up to 5 business days.  With in-store exchanges for product or a Naturalizer Gift Card, you will still be required to continue paying off your original purchase with Afterpay. 


Orders made using PayPal may be refunded to the credit or EFTPOS card of your choice. Please note that the cardholder name must be identical to the name on the order confirmation and a form of photo identification must be presented.


The online orders made using Gift card may be refunded as E-voucher. Please note that the E-voucher will be send to the email address that was provided to us.