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 during regular business hours or select "call me" as your payment method (US orders only) during check out. 

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 International.  This service includes insurance 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 (flat rate envelope - about $9.00 - $18.00USD) is available by request for small quantities of  items such as socks, tights, bracelets and hair accessories.  This lower cost service does not include tracking nor insurance and we are not responsible for loss. 

International Orders - Checkout
Google Checkout is not available for orders shipped outside the US.  Therefore, please use our regular checkout located immediately below the shopping cart items.  If you experience any troubles with ordering please let us know and we will assist you.

Contact us with any special shipping requests or note it with your order.

International Orders - Payment
We accept credit cards issued by Visa, MasterCard, American Express and Discover. JCB cards are also accepted via fax.  Payment may also be made via bank wire transfer for a non-refundable $35.00USD bank fee. Please contact us for instructions on use of JCB cards and wire transfers.

Fast Shipping - Domestic and International
We are happy to ship any item world-wide.

Orders received by 4:00PM PST Monday - Friday and 11:00AM Saturday are shipped the same day. We ship via US Postal Service Priority Mail, Express Mail, FedEx Ground, and Express Mail International.  Contact the store for UPS or FedEx express shipping.

US and International online order shipping charges are calculated automatically at the time of order based on the weight and destination.  US Phone, fax and email orders are shipped using the following rates:

Priority Mail:

Shoes - First pair of shoes: $9.00, Boots $13.00.  Additional pairs $4.00 each.
Clothing and Accessories - Flat rate $10.00 per order
Diaper Bags - $16.00

Express Mail: Shipping charge will be determined at the time of order and will depend on the weight and destination of the package.

Free Domestic and International Shipping Promotions
Occasionally we offer free shipping specials. During these promotions shipping charges will still appear during check out, however will be removed for qualifying purchases when order is processed at the store.  Shipping fee will be deducted from any refund or store credit issued for returned merchandise shipped for free.
 
Simple Returns
Returns / exchanges on regular priced merchandise are gladly accepted within 10 calendar days of delivery. Please call or email to obtain your Return Authorization (RA) number. Make sure that RA number is noted on the outside of the shipping container. We must receive the merchandise in the same condition you received it, all tags attached, in the store within 10 calendar days (14 days international) of your receipt for a refund or store credit subject to the following conditions:

Clothing (outfits, socks, tights) - Store Credit Only

Regular priced shoes, bags, jewelry, hair accessories - Refund to original method of payment

Sale / Discounted Merchandise - No Returns. All Sale Items are Final Sale.

Worn or Washed Items - No Returns.

Special Order Items (items or colors we do not stock) - No Returns.

Return Authorization Number must be noted on the outside of the shipping box.

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).

Special Orders (items we stock) subject to a $20 restocking fee.

Once we have received the item we will refund to the original credit card or issue a store credit less shipping fees. If you need to exchange an item please place a new order. We can not hold items. Shipping charges are refundable only in the case of our error.

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. 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.

Shoe Club Rewards
We value your business! Every 10th pair purchased at regular price is 50% off. To reach your reward even faster - simply refer friends and family to Naturino Los Gatos. If they purchase shoes you receive a credit for one additional pair of shoes! Be sure they let us know you referred them.

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

Returns thought to be defective will be inspected promptly. If a warranted manufactured defect exists, our store will gladly repair, replace or exchange the defective footwear, when available. Any worn footwear determined not to have a manufacturers defect, will be returned to the customer (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 store credit.

Clothing - Manufacturers and Naturino Los Gatos offer no warranty on worn or washed items.

Watches/Clocks - Manufacturer offers 1 year warranty.

Other items - Please contact the store for more information.

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

Sales Tax
We only charge sales tax on orders being shipped to California addresses.

Forms of Payment
We accept Visa, MasterCard, American Express and Discover. International bank transfer available upon request. JCB available via fax order.

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.

Gift Wrapping
We offer free of charge gift wrapping for in store or on-line purchases of any regular priced items. If you wish to include a gift message, handmade gift cards are available for $2.00 purchase. You may include your gift wrapping preference (baby, birthday or just gift wrap) in the comment box at the check-out (for on-line orders). Include a message with your gift card purchase.

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