How to return an online order

Before confirming your purchase El Naturalista strongly advises you to observe and check the sizes chart available in the section “How to buy” and included in each model profile.

If you are not satisfied with your purchase on arrival you have fourteen (14) days starting from the delivery date to return or exchange the article.

Steps you should follow to make a return of your purchase:

  1. Access and login.
  2. Once logged inside your private area, please access the menu "My Orders".
  3. Inside the orders list, please seek the order you want to make the return and click the button "Return items".
  4. Select the product you want to return within the order.
  5. Select return cause within the pull-down menu.
  6. Select the type of return: money refund or change for another size or color. If the return is a size change or color change, please select the model you want to make the change from the pull-down menu that appears on the screen when selecting the option.
  7. Click on the button "Confirm Return".
  8. You started the return process! Wait for the confirmation email; it will explain all the steps.

Return terms and conditions:

  • The product must not have been used.
  • The pick-up and delivery costs of returns for reasons other than manufacturing defects (e.g.: "I don't like them", "I prefer a different colour", "I ordered the wrong size", etc.) will ALWAYS be paid by the customer, never by El Naturalista.
  • The product must be returned within 14 days in the same condition as it was delivered, in the original box and with the original labels, to the following address: Return address:


  • Before returning your purchase you must obtain authorization and a merchandise return number from El Naturalista.
  • You can consult the e-Shop customer support service in the event of queries:
    • Phone: Calls from Spain: 941 403 393 - International calls: +34 902 106 812

Can I change the size of a specific model from the e-Shop?

Before confirming your purchase El Naturalista strongly advises you to observe and check the sizes chart available in the section “How to buy” and included in each model profile.

Our goal is to ensure that every customer is fully satisfied.

You have fourteen (14) days from the delivery date to return or change the product for any reason (size, colour, etc.) if you are not completely satisfied. El Naturalista declines all responsibility on expiry of this 14-day period.

How can I cancel a confirmed order?

You may cancel your order by contacting our Client Service Department provided the order has not been dispatched from our warehouse. If the order has been dispatched it cannot be cancelled. Please keep in mind that orders are dispatched on the first working day following the purchase date.

How can I present a claim?

If you need to file a claim regarding your shoes, please contact the store where you purchased them. The store will contact us, and together we will work to resolve the problem.

Given our distribution system, we handle customer claims through the shops in order to give you the best personal assistance.

I need to file a claim but I cannot got to the store, How can I do it?

Taking into consideration the fact that you are not able to contact them, we exceptionally will try to help you.

Please kindly send us one mail to including the following essential data (imperative requirements to be able to help you)

  1. Your full name, address and telephone number.
  2. The copy of the invoice or receipt.
  3. The article, color and size.
  4. A photograph clearly evidencing the defect.

Important Note: El Naturalista only accept claims for defects productive, never overuse, misuse or alteration.

How long do I have to return or change an article purchased online?

Fourteen (14) days from the delivery date. It must be sent in the same conditions as it was received, with the original box and tickets.

When will I receive a refund of my money?

Once our team has received your return in our warehouse and it has been APPROVED within a period not exceeding 72 hours from its reception, you will receive your money using the same payment method you used for your order.