Frequently Asked Questions

Has Naturalizer changed its fit & sizing?

Yes, our consumers have provided us with valuable feedback, and we have listened. As of the 6th of July 2022, we have undertaken a review of the fit of our women’s product and have made a number of changes to ensure that we are providing you with the very best-fitting shoes possible.

To find out more about our new and improved fit, please read at our sizing guide page here.

If you have any concerns, please reach out to our Customer Service team. You can contact us Monday to Friday from 10:00am to 4:00pm on 0800 1931 800 if within the UK, or 1800 844 030 if calling from Ireland. You can also reach out to us via email at [email protected].

How do I create an account?

Please click here to create an account.

How do I sign in to my account?

Please click here to sign in to your account.

What forms of payment do you accept?

We accept Visa, Mastercard and Paypal.

What is the delivery time?

Shipping to the UK: orders placed before 5:30pm Monday to Friday will arrive the next day. Orders placed on a Saturday or Sunday will arrive on Tuesday.

Shipping to Ireland: orders placed before 12 midday Monday to Friday will arrive in 2 to 3 days. Orders placed on a Saturday or Sunday will arrive by Thursday.

Please allow a further day if the order is placed after 5:30pm or over a weekend.

Please click here for further information on shipping.

How can I check my order status?

There are a few ways you can check the status of your order. Check the status of an individual order by using our order status feature. All you will need is your order number and the email address you used when placing your order. You can find your order number on your order confirmation email. You may also sign in to your account and view the status of your order. Please keep in mind that orders placed before the creation of your account will not show up in your account. Only orders placed after you have created your account will show up in your account. You can also contact us Monday to Friday from 10:00am to 4:00pm - telephone number 0800 1931 800 if within the UK, or 1800 844 030 if calling from Ireland or email [email protected].

Can I track my order?

Yes, Naturalizer and the parcel carrier will email you a tracking number once your order has shipped. You can track your package through the carrier sites below:

Track shipment to UK
Track shipment to Ireland

Can I place an order over the telephone?

Yes, we process orders over the telephone during our regular business hours. Our business hours are Monday to Friday from 10:00am to 4:00pm. If you would like to place an order over the telephone please call 0800 1931 800 if within the UK, or 1800 844 030 if calling from Ireland or email [email protected] and we will call you back.

Our customer care team will not be available to take orders during public holidays.

Having trouble placing an order?

Let us help you! Whether you're having trouble placing an order, or having difficulty finding what you are looking for, let one of our knowledgeable customer care team help you. Our opening hours are Monday to Friday from 10:00am to 4:00pm - telephone number 0800 1931 800 if within the UK, or 1800 844 030 if calling from Ireland or email [email protected].

Can I change or cancel my order?

Our ordering and fulfilment system is designed to process and ship orders as quickly as possible and therefore it is difficult for us to change or cancel an order once it has been placed. If you placed your order on a business day - Monday to Friday - please contact us immediately and we will attempt to change or cancel your order. However there is no guarantee we will be able to do so. Our opening hours are Monday to Friday from 10:00am to 4:00pm - telephone number 0800 1931 800 if within the UK, or 1800 844 030 if calling from Ireland or email [email protected].

Why was my order cancelled?

We routinely perform audit checks to verify order information in an effort to maintain high security standards for the protection of our customers. This may be why your order was cancelled. It is also possible that your order may have been cancelled if an item became unavailable after the order was placed. In both cases, an email confirmation will be sent with the specific cancellation reason of your order.

Can I exchange my item(s)?

It is not possible to exchange any items you purchased from our online shop. However, you can return unwanted items for a refund and then place a new order.

A note about unauthorised retailers:
While some of our retailers are authorised to sell on Amazon, many are not. Naturalizer does not offer refunds or credits on products purchased from any unauthorised dealers.

Naturalizer does not authorise any of its retailers to sell on ebay. Accordingly, Naturalizer does not offer any refunds or credits for Naturalizer products purchased on ebay.
Please be aware, if you purchase from a retailer who is not listed as authorised, the product may be counterfeit. These counterfeit products may not provide the high quality standards found in Naturalizer products. We cannot guarantee the quality, fit or feel of counterfeit products.

We want you to be completely satisfied. If you have any questions or concerns, please contact Naturalizer customer care on 0800 1931 800 if within the UK,
or 1800 844 030 if calling from Ireland or email [email protected] or write to us at:

Caleres Europe Limited
Luminous House
300 South Row
Milton Keynes
MK9 2FR
United Kingdom