EXCHANGE POLICY:

  1. We make exchanges only for US and Puerto Rico orders.
  2. You have 7 days from the date of receipt of the item to exchange or request store credit on eligible items (no exceptions).
  3. You will be able to exchange your size if you are located within the United States or Puerto Rico.
  4. Please do not send back your shoes without requesting an exchange by email.
  5. If you are within 7 business days of receiving the item, please email natalycustomerservice@gmail.com and request your size exchange.
  6. The customer bears shipping costs for size changes.
  7. Remember to attach to the email your order number, and size required.
  8. We only offer size or design changes and STORE CREDIT for returns.
  9. We do not issue refunds to your payment method.
  10. Shipping for store credit requests is the responsibility of the customer.
  11. Your store credit is calculated after deducting the restocking fee and operating expenses.
  12. Merchandise must be returned within 7 days from the date of receipt.
  13. Shoes must be unworn and without scuffs or marks.
  14. Shoe boxes must be in good condition.
  15. Store credit cannot be applied to future purchases until the return is processed. That is, you may not apply the store credit before we have issued it to you.
  16. FINAL SALE and SALE items are NOT eligible for returns or exchanges.
  17. Please allow 3-6 business days for return processing.
  18. Once your return or exchange is processed, we will email you with your new order or e-gift card with your store credit that you can use on the website.
  19. Store credit does not expire.
  20. Free return labels do not apply
  21. Sizes 2, 3, 12, and 13 are not applicable for exchanges or returns as they are custom-made.
  22. We do not cover return shipping.
  23. Purchases made with a discount code do not apply to changes or store credit.


CAN I RECEIVE A STORE CREDIT?

Yes, expect to receive an electronic gift card via email within 3-6 business days after your return is delivered to our warehouse.

We appreciate your patience as we work quickly to resolve our staffing and processing needs.

The store credit is automatically calculated after making discounts for new inventory, and operating expenses.

Store credit is not processed the day your item is delivered. It must be sorted, inspected, and processed.

CAN I CANCEL MY ORDER BEFORE I RECEIVE MY ORDER?

No. Once an order has been processed, it CANNOT be canceled, but you can choose to change the design or store credit.

THE NATALY MENDEZ PROMISE

We stand behind our products and want you to be satisfied with them. We always do our best to take care of our customers, dealing with all situations fairly and responsibly!

If you received a damaged or defective item, please contact us within 3 days of receiving the damaged item so we can rectify it.

Email us at natalycustomerservice@gmail.com and we will reply immediately.

WARRANTIES:

All of our designs carry a 30-day warranty, following receipt.

Manufacturing defect warranties must be notified within 7 days of receipt of your purchase.

WE ONLY OFFER STORE CREDIT FOR RETURNS. WE DO NOT ISSUE REFUNDS TO THE ORIGINAL METHOD OF PAYMENT.

We hope this encourages you to take your time in selecting your purchases, and feel free to contact us if you have any questions about sizing or style.

Store credit never expires. We receive new styles monthly and look forward to helping you find something new if your purchase doesn't work out!


NM SHOES