Refund policy
We have a 30-day returns policy, which means you have 30 days after placing your order to request a return (through a valid request placed on website return portal).
To be eligible for a return, your item must be in the same condition as you received it: unworn or unused, with labels and in the original packaging. You will also need the receipt or proof of purchase.
UK, US, and international returns are sent to our Coventry (United Kingdom) location. Customers in Germany and the European Union can process exchanges and refunds via giftcard option via our Berlin (13507), Germany address.
To arrange a return to our UK warehouse, you can contact us at info@naturcontact.co.uk (from UK), info@naturcontact.de (from Germany), info@naturcontact.us (from US) or info@naturcontact.com (from any other location)
where you will receive further instructions.
If your return is accepted, the customer will receive detailed instructions on how and where to send the package. Items returned to us without first requesting a return will not be accepted.
If you have any questions about returns, you can also give us a call at +44 1495839001 (Mon-Fri, 3.30pm-7.30pm), +1 3304743909 (US customers only, Mon-Fri, 7.30am-11.30am Pacific Time), +49 30 405 17990 (Germany customers only, Mon-Fri, 16.30-20.30 German Time) or +34 871181750 (Spain customers only, Mon-Fri, 16.30-20.30 Spanish Time)
Damage and problems
Please check your order when you receive it and contact us immediately if the item is faulty, damaged or if you have received the wrong item so that we can assess and rectify the problem.
Returns are subject to our detailed inspection. If our analysis shows that damage is due to misuse, wear, or does not correspond to manufacturing fault, we reserve the right to refuse refund or offer a reduced remedy. You may be asked to return the item (at your cost or via a prepaid label) for inspection before any refund is approved.
We define ‘excessive wear’ as significant scuffing, abrasion, bending, soiling of soles, or damage beyond light indoor trial use.
Exceptions / non-returnable items
We do not accept refunds for parcels lost due to incorrect or incomplete instructions to the courier or for products left in a safe place. Naturcontact will forward the courier's telephone number and the customer must contact the courier directly to solve delivery issues in case arise.
In case of return request the customer will have to return the parcel at the address indicated by Naturcontact, depending on warehouses and logistic requirements. Returning the parcel to the sender by default or at the legal company address won't qualify for refund if not priorly agreed with Naturcontact via email.
Cancellation requests outside our working hours (Monday - Friday and Bank Holidays) are not guaranteed before orders are shipped. In this case customer can still return the parcel once received. Customer must inform Naturcontact at info@naturcontact.com and return address will be provided.
Arctic Contact 3.0/4.0, Siberian Contact 3.0 and Winter Mini Contact models are water resistant according to Standard IP66 in terms of core material and IP65 as a whole construction. Alaskan, Alaskan 2.0, Terra Flex, Intemperia, Intemperia 2.0, Lapland and Tracker Vegan Leather models are waterproof according to Standard IP67 in terms of core material and IP66 as a whole construction. Water can still pass through the tongue / elastic bands and laces holes depending on shoes construction. All the other shoes are dust resistant / breathable & offer quick drying properties. Shoes claimed not to be waterproof by customers are not to be considered faulty or not fit for purpose and won't be eligible for refund in line with Consumer Rights Act 2015. For extreme and prolonged conditions a waterproofer spray is available for enhanced protection.
Refunds are not available for orders paid with a gift card. If an order was partially paid with a gift card and partially with another payment method, only the non-gift card amount will be refunded upon return. However, all purchased products must be returned.
All problems with an order must be reported within 24 hours from the date of receipt. Reports made after this period cannot be considered as evidence that the item was received in a damaged or non-conforming condition. In such cases, Naturcontact will treat the product as damaged by the customer, and no compensation will be provided beyond the coverage of the Naturcontact Warranty.
In situations where it is not possible to clearly determine whether the product was received faulty or was damaged after receipt, and the customer agrees to accept a replacement, Naturcontact may provide a one-time replacement as a gesture of goodwill. By accepting this replacement, the customer agrees that no further compensation or claims under consumer rights will be possible for the same item.
If more than 30 days have passed since receipt, the Naturcontact Warranty will continue to apply, even in cases where the cause of damage or non-conformity cannot be established.
The customer must return the product(s) to the Naturcontact warehouse within 20 days of receiving return approval or the return address via email. Any return received after 20 days from the return approval date will not be eligible for a refund.
The models Intemperia®, Alaskan®, Arctic Contact 3.0®, Siberian Contact 3.0®, Urban Pro 2.0®, Terra Flex 2.0®, Aquatic Contact 3.0®, Metro Flex 2.0®, Aramid Contact 2.0® and Outdoor Contact 3.0® are part of a clearance sale and therefore not eligible for return. By purchasing these items, the customer acknowledges and accepts that they waive any return rights under the Consumer Rights Act 2015. However, exchange is still allowed and our warranty remains fully valid, and we will continue to provide full customer support. If the customer wishes to cancel the order, this can be done before the item has been shipped. Once the order has been dispatched, no return is possible.
Exchange policy
If the product received doesn't fit it can be exchanged and the first time it's free of charge. the first exchange is free and Naturcontact will provide a return label in case of exchange request (for UK, Germany, Netherlands and France based customers). Unfortunately we are unable to offer a free return label for US, Spain and other EU based customers but in case of exchange request for US based customers we will provide 20$/20€ giftcard voucher to cover return expenses.
Please note that exchange is not free if the shoes are returned used and evidence is provided (for example with dirty sole). In this case Naturcontact warranty applies and customer can request an exchange according to our warranty terms and conditions.
Our exchange policy offers a free first exchange, while subsequent exchanges are allowed within 30 days from order date, but without a return label (it's customer responsibility to return the product to our return address); in case of a successful exchange and a subsequent request of return for a refund, this is possible provided it's still within 30 days from order date. In this case a deduction of 9.5£ for UK based customers and 15€ for EU based customers for postage of the label initially provided and logistic administration costs, unless customer opts for a refund via gift card, in which case the deduction of 9.5£ / 15€ will be waived.
Naturcontact will provide a return label for free in case the item received is damaged. If the item received is assessed as not damaged a deduction of 9.5£ for UK based customers and 15€ for EU based customers will apply and will be removed from total refund value to consider return and administration costs.
Naturcontact warranty applies for the first 12 months from order date. Naturcontact warranty covers accidental damage, but not normal wear and tear. In order to start a warranty claim please contac us via email or website contact form. Naturcontact warranty is subject to 14.90£/€/$ excess per product for products under 60£/€/$ and 24.90£/€/$ for products over 60£/€/$ (plus price difference in case the replacement will be a different product) and when a claim is accepted a brand new pair will be provided.
14-day cancellation period
Notwithstanding the above, you have the right to return your order within 14 days of placing it, without giving any reason, if the item is shipped to UK or EU. As described above, your item must be in the same condition as you received it: unworn or unused, with labels and in the original packaging. You will also need your receipt or proof of purchase. Due to Brexit, return shipping costs may increase and in some cases return shipping may not be the best option for the buyer. Naturcontact will be available to find the best solution for each case if required. Please contact the Naturcontact team by emailing us or via our contact form.
Refund
We provide a prepaid return label for all returns from United Kingdom–based customers. If a refund to the original payment method is requested, a £5 fee will be deducted from the refund to cover return shipping costs. Exchanges and refunds issued via gift card are free of charge and not subject to any fees. For customers based in Germany, we provide a prepaid return label for exchanges and for refunds issued via gift card. If a refund to the original payment method is requested, the return shipping cost must be covered by the customer and a €5 return label fee will be deducted from the refund.
Returns from the United Kingdom, United States, and other international countries are processed at our Coventry (United Kingdom) warehouse. Customers based in Germany and the European Union may process exchanges and gift card refunds through our Berlin (13507), Germany address. For refunds to the original payment method the products must be returned to our United Kingdom–based warehouse and return arranged by the customer (including any customs declaration, if applicable). We provide a return label in this case only to UK based customers.
A refund will be processed only if the products are returned in new and resalable conditions with the original packaging. You bear the risk of loss or damage in the return parcel until we take possession. We strongly recommend using tracked, insured shipping. Claims for lost returns will only be accepted if valid proof of delivery is presented (tracking showing delivery to our warehouse). If no such proof, refund may be refused. We'll assist anyway in funds recovery guiding the customer in making a claim to logistic company for lost or damaged parcel.
We will notify you once we have received and reviewed your return and let you know whether or not the refund has been approved. If it is, you will receive an automatic refund to your original payment method within 10 working days. Please remember that it may take some time for your bank or credit card company to process and send the refund. If more than 15 working days have passed since we authorised your return, please contact us via email or via website contact form or give us a call at the number specified in contacts section.
When requesting a return, we may require you to submit date-stamped photos/videos of the item soles, stitching, clasp, label, inside, etc. - before you ship. Failure to provide them may result in refusal or delay of your return.
We monitor return activity. If a customer is deemed to abuse returns (excessive number of returns, repeated borderline claims), we reserve the right to refuse non-fault returns, require additional verification (photo, ID, deposit), or decline service.
All photos, inspection reports, and associated personal data will be handled in accordance with our Privacy Policy and applicable data protection law, and will be retained only as long as necessary for returns dispute resolution.
Returns due to late delivery, but still within 15 working days of the order date, will not be accepted if the cause of the delay is due to logistics and peak season (especially Black Friday and Christmas). However, the customer will be notified immediately and will automatically receive a refund if the item does not arrive within three weeks.
Important: In case of a refund request, the package must be accepted and returned according to Naturcontact's instructions. A refused parcel cannot be refunded if it is not automatically returned to the sender by the logistics company.
Items purchased via pre-orders cannot be refunded before the product has been delivered. However, the customer has the right to return the products upon receipt and request a full refund or exchange in accordance with the Returns and Exchanges Policy.
In the event of the purchase of multiple Products in one order containing at least one pre-ordered item, the shipping date for the entire order will be the date specified for the pre-ordered item.
In the event of an incorrect address or missed delivery due to customer error or lack of information, Naturcontact will notify the customer immediately to arrange a solution with the courier.
If a customer provides an incorrect or incomplete address, or refuses delivery, and the item is lost due to the customer’s actions, Naturcontact will not be able to issue a refund. However, we will assist the customer in attempting to recover the loss by guiding them through the process of filing a claim with the courier or postal service. As a gesture of goodwill, Naturcontact may offer to resend the product free of charge on the first occurrence, provided the situation is deemed genuine and the customer demonstrates a cooperative and proactive approach.
If the item is lost in transit by the logistic company Naturcontact ensures a free redelivery of the order. Naturcontact is not liable for refund in case of orders lost in transit and customer can request a refund directly by submitting a claim into logistic company website with the shipping information provided.
Our returns service is designed for genuine cases, not for bulk try-ons or misuse. If a customer returns three or more pairs of shoes that make up over 75% of their total order, Naturcontact will apply a 5£/$/€ return label and administration fee per returned product. This charge reflects the real cost of return labels, handling, and inspection for each item. It ensures fairness and prevents abuse of the free returns system. This fee does not apply to faulty products.
For customers located in the United States, in cases where a parcel is returned due to unpaid import duties or tariffs, a $25 fee will be deducted from the refund amount to cover administrative expenses and return shipping costs.
In the event that a chargeback, money claim, return request of an item in clearance or payment dispute is initiated for any reason, Naturcontact will provide your payment provider with all relevant documentation, including product inspection records, correspondence, and photographic evidence. We reserve the right to contest any such claim fully and vigorously. You acknowledge that any unfounded or unjustified chargeback may give rise to civil proceedings for the recovery of losses, administrative costs, and legal fees. Where a chargeback has been filed, a full product verification process is required at our manufacturing facility and customer must submit a return request on our return portal.
Accordingly, the customer must return the disputed items to the designated inspection address in China provided by Naturcontact by submitting a request on our return portal at the link https://returns.naturcontact.com/ for inspection approval. Please note that our UK and German return addresses are used exclusively for standard, good-faith returns for items not used and not in clearance. In cases of chargeback disputes or suspected fraudulent activity, a different return location may be required due to the specialist inspection and restocking process for clearance or non-resalable items. Returns of products that are not in new condition, show signs of wear, or have damaged packaging, as well as returns sent to an address other than the one specified by Naturcontact, will not qualify for a refund and may result in the initiation of legal recovery action. Failure to return the goods for inspection as indicated by Naturcontact is a legal offence and will be dealt through court proceedings. While such circumstances are rare, Naturcontact remains fully committed to handling all legitimate customer concerns in a fair, transparent, and lawful manner.
In case of a product returned without original packaging (including but not limited to shoe box with barcode, cotton bag, thank you card and extra insoles) a deduction of 9.50£/€/$* will be applied to the total refund amount to cover repackaging costs and administration.
*9.50£/€/$ deductions are considered per pair.
Version 07. - 01.03.2025
