General Terms and Conditions of Sale

1. Scope and parties

These General Terms and Conditions of Sale govern the sale of products offered on www.naturalshoes.it by Natural Shoes S.R.L. ("Seller") to customers acting as consumers, i.e. individuals purchasing for purposes outside their professional activity ("Customer"). Placing an order implies full acceptance of these terms, which can be consulted and saved at any time.

2. Products and availability

Products are footwear, accessories and items described on their respective pages. Images are indicative; slight colour differences due to screen rendering do not constitute a defect. Availability is up to date but not guaranteed until order confirmation: in case of unavailability, the Seller will inform the Customer and refund any amounts already paid.

3. Prices

All prices are in Euro and include VAT. Shipping costs, if any, are shown separately before order confirmation. In case of a promotion, the strikethrough price indicates the lowest price applied in the previous 30 days (Omnibus Directive, Italian Legislative Decree 26/2023).

4. Order and confirmation

The order is finalised when the Customer receives the order confirmation by email, containing the summary of products, price, delivery costs, payment methods and information on the right of withdrawal. The order confirmation constitutes the contract between the parties.

5. Payments

Accepted methods: credit/debit cards, PayPal, Klarna, Scalapay, bank transfer and cash on delivery. Payment data is processed through secure channels; the Seller does not store card details. For bank transfers, the order is processed upon receipt of payment.

6. Shipping and delivery

Shipments are made via courier (GLS, Poste Italiane, DHL, TNT, BRT). Average delivery times (not just shipping) are: Italy 2 business days, Europe 4-5 business days, Rest of World 7-15 business days. Shipping costs vary by destination zone:

Destination zone	Countries	Under €79	From €79
Italy	Italy	€5.00	Free
Europe 1	Germany, Netherlands, Poland	€6.00	Free
Europe 2	Austria, Belgium, Czechia, Portugal, Romania, Denmark, Estonia, Hungary, Latvia, Lithuania, Slovakia, Slovenia, France, Spain	€9.00	Free
Europe 3 (EU)	Luxembourg, Finland, Greece, Sweden, Bulgaria, Croatia, Malta, Cyprus, Ireland	€15.00	€15.00
Norway	Norway	€15.00	€15.00
Switzerland / UK / Rest of World	Switzerland, United Kingdom + ~28 non-EU countries	€45.00	€45.00

Free shipping is available on orders from €79 to Italy, Germany, the Netherlands, Poland and countries in the Europe 2 zone. For other destinations the fixed rate shown applies.

Risk of loss or damage passes to the Customer upon delivery.

7. Right of withdrawal (14 days)

The consumer Customer has the right to withdraw from the contract within 14 days of receipt of the goods (or the last item, in case of multiple orders), without providing any reason. To exercise it, the Customer may:

• (a) use the digital withdrawal function available on the site (button "Withdraw from the contract here" in the "My Orders" area or via the dedicated page), filling in the form and confirming: an automatic receipt with date and time will be sent by email (art. 54-bis Italian Consumer Code);
• (b) alternatively, send an explicit declaration to logistics@naturalshoes.it, also using the model form below.

The Customer must return the goods within 14 days of communicating the withdrawal. Return shipping costs are free and borne by Natural Shoes S.R.L. The Seller refunds within 14 days of receiving the withdrawal communication, using the same payment method used by the Customer; the refund may be withheld until the goods are received or proof of return shipping is provided. Goods must be returned intact, not used beyond what is necessary to verify them, with any tags and packaging.

Exclusions (art. 59 Italian Consumer Code): withdrawal does not apply, among others, to sealed goods that are not suitable for return for hygiene reasons once opened, and to custom-made products. For standard footwear, withdrawal applies normally.

8. Returns and refunds (procedure)

1. The Customer initiates the return via the button in "My Orders" or by contacting logistics@naturalshoes.it.
2. Receives instructions and the return address.
3. Ships the intact item within 14 days.
4. Upon receipt and verification, the Seller proceeds with the refund within the indicated terms.

9. Legal warranty of conformity (2 years)

All products are covered by the 24-month legal warranty of conformity provided by articles 128 et seq. of the Italian Consumer Code. In case of a defect of conformity, the Customer is entitled to restoration of conformity (repair or replacement) or, where applicable, a price reduction or termination of the contract. The legal warranty is free and distinct from any commercial warranties. Natural Shoes S.R.L. does not offer additional commercial warranties: only the 24-month legal warranty of conformity applies.

10. Reviews

The reviews published on the site come from customers who have actually purchased the product: the collection system (Judge.me) allows publication only following a verified purchase, in compliance with Italian Legislative Decree 26/2023.

11. Complaints and dispute resolution (ADR)

For any complaint, the Customer may write to logistics@naturalshoes.it. The Seller responds as soon as possible. In case of failure to reach an agreement, the Customer may turn to:

• the Alternative Dispute Resolution (ADR) bodies registered with the Italian Ministry of Enterprise and Made in Italy (MIMIT) – list available at www.mimit.gov.it;
• for cross-border disputes, the European Consumer Centre Italy (ECC-Net Italy) – www.ecc-netitalia.it.

12. Applicable law and jurisdiction

The contract is governed by Italian law. For disputes with the consumer Customer, jurisdiction lies with the court of the consumer's place of residence or domicile, if located in Italy.

Model withdrawal form

Last updated: June 2026