Secure On-Line Ordering & Privacy
Because customers and their privacy are our top priority, we use the most secure transaction software available. All credit card orders on naturinolosgatos.com are processed on a secure server. Any credit card or other personal information you provide is protected by encryption using Secure Socket Layer Protocol (SSL). If you prefer not to place your order online, we would be pleased to take your order by phone. Please call the store toll-free at 1-877-236-6830 (US only) or 1-408-399-5131 during regular business hours - Monday-Friday 9:00-5:00, Saturday 9:00-4:00 Pacific Time.

Rest assured we do not sell or share your information with anybody.

International Orders - Shipping
We ship world-wide via US Postal Service Express Mail.  This service includes insurance (up to declared value) and tracking.  Normally, orders are shipped the same day they are received.  Depending on the destination country and the time it takes to clear your local customs, delivery takes about 2 to 8 business days.  During free shipping promotions this service is offered free of charge for orders over $500.00 USD.

If you need your order delivered faster please choose Global Express Guaranteed service.  Available for most destinations, this service is delivered by FedEx within 1 to 3 business days (depending on destination and customs).

Shipping charges are automatically calculated based on weight and destination country.  Once items are in your shopping cart, you may preview the shipping rate by selecting your country from the pull down menu located below the shopping cart items.

Priority Mail International (air mail) is available by request. Please email us with items, quantities and sizes you wish to order for shipping cost estimate. This lower cost service does not include tracking nor insurance and we are not responsible for loss or damage in transit to you.

Customers are responsible for any applicable taxes/duties charged by their customs.

International Orders - Checkout
In addition to regular checkout, PayPal and Google Checkout are available for orders shipped outside the US. If you experience any technical troubles with ordering please let us know and we will assist you. For any credit card authorization problems please call your bank first.

Contact us with any special shipping requests or note it with your order (under customer notes during checkout).

International Orders - Payment
We accept credit cards issued by Visa, MasterCard, American Express, Discover and JCB. Payment may also be made via PayPal and Google Checkout.

Fast Shipping - Domestic and International
We are happy to ship any item world-wide. All items are inspected prior to shipping. Please check all contents of your order upon receipt. Any problems / issues with order need to be reported within 1 day of receipt. Any damage / missing items request needs to be accompanied with digital photos of front / back / sides of shipping container. We are not responsible for loss / missing items that have been removed by customs check for orders shipped outside of US.

Orders received by 2:00PM PST Monday - Friday are normally shipped the same day. We ship via US Postal Service Priority Mail, Express Mail, FedEx Ground, and Express Mail International.  Contact us  for UPS or FedEx express shipping. You can track or check status of your order shipped by Priority and Express Mail at www.usps.com, FedEx shipments can be tracked at www.fedex.com.

All Express Mail and Priority Mail orders of $150 and up are shipped with Signature delivery. If you wish to waive signature delivery please put your shipping instructions in Customer Notes box during checkout. Please be advised that by choosing to wave signature upon delivery you also accept responsibility for any lost and/or damaged item(s).

US and International shipping charges are calculated automatically at the time of order based on the weight and destination. Shipping charge can be previewed in the shopping cart before the checkout (just scroll down below shopping cart to find shipping calculator).

Free Domestic and International Shipping Promotions
Occasionally we offer free shipping specials. During these promotions shipping charges will still appear during checkout, however will be removed for qualifying purchases when order is processed at the store.  Outbound shipping fee will be deducted from any refund or store credit issued for returned merchandise shipped for free.
 
Simple Returns
Returns on regular priced merchandise are gladly accepted within 10 calendar days of delivery / customer receipt of merchandise. Please email info@naturinolosgatos.com with item(s) you wish to return to obtain your Return Authorization (RA) number. Make sure that RA number is noted on the outside of the shipping container near our return address. Please take into consideration the transit time when returning items. We must receive the merchandise in the same condition you received it, all tags attached,  within 10 calendar days (14 days international) of your receipt. Returns without Return Authorization (RA) will not be accepted and will be returned to the sender at sender's cost.

 Following items can be returned for a refund to original method of payment (less shipping fee):

Regular priced shoes, bags, jewelry, watches, hair accessories

Following items can be returned for a store credit only (less shipping fee):

Clothing (including socks and tights)

NO RETURNS will be accepted for following items and no refunds will be given for following items:

Sale / Discounted Merchandise

Used, Altered, Worn or Washed Items

Special Order Items (items or colors we do not stock)

Items not sold / shipped from our store

Items purchased as a set must be returned in the complete set. Incomplete returns will not be processed and credited.

Un-authorized returns (returns without prior Return Authorization number issued)

Returns lost or damaged in transit to our warehouse.

Please note: Merchandise and packaging must be returned in the same condition it was originally  shipped (please no writing or tape on the merchandise packaging and all tags attached). If original packaging is used as a shipping container return will be refused and returned at your expense. Customer is responsible for all shipping cost, exchange or return. We recommend shipping items via traceable and/or insured method. We are not responsible for lost or damaged return shipments.

Once we have received the item we will refund to the original credit card or issue a store credit less shipping fees. We will deduct the shipping cost from your purchase credit when you return an order with free shipping. Shipping charges, when applicable, are not returnable. Please allow 2 weeks to process your credit.

Returns without an Authorization Number and / or beyond 10 calendar days (14 days international) from your receipt, or items received in a condition no longer suitable for re-sale will be refused and no refund / credit will be issued. No exceptions.

Pre-Orders
Pre-ordering an item gives you the opportunity to reserve an item that will ship at a future date.  Shipping date estimates are based on information provided by manufacturers. Complete credit card information is required for order to be accepted, however charges will not be processed until the item is ready to ship.  Orders are fulfilled on a first come first served basis subject to availability.  If an item is cancelled or not shipped to us we will notify you.  All pre-orders qualify for free standard domestic shipping. Pre-orders can be cancelled via email (info@naturinolosgatos.com) at any time as long as order has not been shipped out yet. There are no fees for cancelled unshipped pre-orders.

Exchanges / Order Cancellations
We treat exchanges/size exchanges as new orders. Sorry, we are unable to take items out of inventory and hold in anticipation of your return. To exchange an item(s), simply place a new order for the item(s) you want online and request Return Authorization for item(s) you wish to return. We will credit your account on the original order once we receive your returned item(s).

Any order cancellations / modifications can be requested via email as long as order has not been shipped out yet. Orders that are un-claimed and/or returned to us as a result of customer refusal upon delivery will be subject of shipping charge (outbound and return) and 25% re-stocking fee deducted from credit/refund.
 

Manufacturer Defect / Product Warranties
Shoes - Manufacturer (Falc S.p.a. Italy) defines defective shoes as any footwear that is flawed concerning workmanship. Leather, as a natural material, has slight variations and imperfections between and among pairs. This is completely normal and is considered to add to the beauty of each individual piece. Embellishments, and other decorations are not covered with any warranty.

Defective footwear claims must be made within 30 days of the purchase date, no exceptions. To file a claim you must provide digital photos of defective item (both shoes - front, back, sides, sole), order number and date of purchase and reason for claim. Any returns of defective merchandise also require Return Authorization number.

If a warranted manufactured defect exists, our store will gladly repair, replace or exchange the defective footwear, when available. No refunds will be issued for worn items. Any worn footwear determined not to have a manufacturers defect, will be returned to the customer (if shipped back to our store - customer is responsible for shipping charges). Neither the manufacturer, or Naturino Los Gatos will give credit for slight imperfections in stitching or materials (cosmetic defects) once the shoe has been worn. It is the customer's sole responsibility to inspect the shoes before they are worn and return the unworn footwear for a refund or exchange.

 Neither Falc S.p.a. or Naturino Los Gatos warrant the fit or wear of any footwear.

Clothing and Accessories- Manufacturers and Naturino Los Gatos offer no warranty on clothing items (socks and tights included) and accessories (hair accessories, bags, jewelry). When ordering, please keep in mind that some items are quite delicate and may not hold up well with active children. We do not accept returns or issue refunds on items that were damaged while worn, shrunk in the wash, color bleed during wash, or simply did not hold up well after being worn.

Watches/Clocks - Manufacturer offers 2 year limited warranty. All warranty issues are handled by the manufacturer directly.

Shoe Care - Get the most out of your shoes by following simple Shoe Care tips. Replacement insoles can be purchased here.

Sales Tax
9.25% sales tax is charged on orders shipped to California addresses only.

Forms of Payment
We accept Visa, MasterCard, American Express, Discover, JCB, PayPal and Google Checkout credit card payments. 

Coupon Codes
Only one coupon code can be redeemed per order. Coupons can not be used in conjunction with any other offer, discounts or promotions. If coupon is used on purchases that do not qualify (see coupon restrictions for details), order total will be adjusted during order processing.

Disclaimer
Most of our shoes are made from natural product, i.e. leather. Any minor scratches and color variations are normal and characteristic of all leather products and are not considered manufacturing defect. We also make every effort to display and describe our product as accurate as possible. However, we cannot guarantee the actual product colors will match those on your monitor, for colors may be displayed differently from one monitor to the next.

Thank you for reading our policies. By placing an order through our web site you agree to abide to our terms and policies posted. No exceptions. We reserve the right to change any policy at any time.

Price Matching / Adjustments
We do not offer price matching or price adjustments on prior purchases.