HOW CAN I PAY FOR MY ORDER?
We accept VISA, Mastercard and PayPal.
CAN I MODIFY OR CANCEL MY ORDER?
It is not possible to modify or cancel your order once it has been placed as we have already begun processing and cannot stop your shoes from shipping out.
I RECEIVED AN INCORRECT ORDER.
Please email customercare@nativeshoes.com with your order number and a photo of the shoes you received so we can get the correct items to you!
I RECEIVED A DAMAGED OR DEFECTIVE PRODUCT.
Please email customercare@nativeshoes.com with your order number and photos of the damaged product so we can help.
HOW DO I FIND MY ORDER NUMBER?
Your order number is 10 digits long and begins with CA. You can find it in your order confirmation email as well as your packing slip.
MY ORDER HAD A DELIVERY ISSUE AND IS BEING RETURNED TO SENDER.
If your order is being returned to us, please let us know at customercare@nativeshoes.com
I RECEIVED AN ERROR MESSAGE WHEN CHECKING OUT.
Ensure that the billing information entered matches what your bank has on file. If your address is correct, your transaction may have been flagged as fraudulent. Because we use a Canadian payment processing company, your bank may see the “international” purchase as suspicious. Simply notify your financial institution before attempting another purchase.
WHAT IS INSTALLMENTS BY AFTERPAY?
Installments by Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest. If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, terms, purchase payment agreement as well as Afterpay’s Privacy Policy which can be found at https://www.afterpay.com/privacy-policy.
SHIPPING DELAY NOTICE
At this time, Canada Post is still running, but please expect some shipping delays due to the ongoing circumstances around COVID-19. If you have further questions or require support checking out, please use our Contact Us page.
FREE SHIPPING
Holiday gift? In order to get your shoes on time please order before December 8th.
We are happy to offer you free ground shipping via Canada Post on all orders. Want it faster? Upgrade to Canada Post express for $25.
When shipping internationally, each country will have its own options & costs. Please change countries using the flag at the bottom of Nativeshoes.com and we will display shipping details in the checkout. For more about the program please visit the Help Center
WHEN CAN I EXPECT MY ORDER TO ARRIVE?
Once an order is placed, it will be processed within 1-2 business days, and subsequently delivered within an additional 4-7 business days. We also offer Express Shipping for an additional cost of $25, which will take 2-3 business days to arrive after the stated processing time. If an order is placed on an evening, weekend, or holiday, it will begin processing on the following business day.
WHO WILL DELIVER MY ORDER?
For orders within Canada, we ship with Canada Post.
HOW CAN I TRACK MY ORDER?
Shortly after your order is shipped, you will receive an email with tracking information. You can also login to your account to track your order.
CAN I SHIP TO AN ADDRESS DIFFERENT FROM MY BILLING ADDRESS?
Yes. At the checkout stage, you have the option to enter a delivery address separate from the one attached to your billing.
CAN MY ORDER BE RE-DIRECTED TO A DIFFERENT ADDRESS ONCE IT HAS SHIPPED?
Unfortunately not. Once shipped, your order will be delivered directly to the address originally provided.
WILL MY DELIVERY REQUIRE A SIGNATURE?
Our packages do not require a signature. If you would like to request one, please email customercare@nativeshoes.com prior to placing your order. This is often a good idea for high traffic areas or apartment buildings.
MY ORDER HAD A DELIVERY ISSUE AND IS BEING RETURNED TO SENDER.
If your order is being returned to us, please let us know at customercare@nativeshoes.com.
CAN I ORDER FROM OUTSIDE OF NORTH AMERICA?
In partnership with Global-e, we are pleased to offer you the ability to shop in your local currency, pay with local payment options & shipping rates specific to your region. Please click on the flag at the bottom of the website to select the country you would like to ship to. For help with your international order, please visit the Global-e Help Center.
Additionally, we have a variety of local international partners ready to meet your needs. Please visit our Store Finder Page to find a store in your area.
NATIVE SHOES STORES
India, Philippines, and Taiwan
ZALANDO
Europe
XXL
Europe
SELFRIDGES
UK
TIANMO
China
HOW CAN I BECOME AN INTERNATIONAL RETAILER?
Please direct any wholesale requests to our sales team at international@nativeshoes.com. Thanks for your interest in Native Shoes!
RETURN POLICY*
Extended Holiday return Policy in effect, from December 2nd to December 24, 2020
Items purchased during this time can be returned via Canada Post up to January 31st. 2021. Outside of this timeframe our regular 30 day policy below applies.
Your order will include a pre-paid Canada Post return label. If you are unhappy with your purchase, you have 30 days from when you received your shoes to return them. Simply affix the label to a new (or original) shipping bag, seal the bag containing the shoes (with the original box please) and drop it off at your nearest Canada Post office. All merchandise must be returned unworn and with original tags. We cannot accept shoes that have been worn outside, so please be sure to try them on inside before removing tags.
* "Last Chance" items are marked as "Final Sale" and are not eligible for returns.
** Offer is not applicable to International Shipping & Returns. International Returns are customer funded and must be submitted with our partner Global-e. Visit the International Returns Portal
HOW DO I RETURN AN ITEM PURCHASED AT A STORE?
We do not accept shoes purchased from our retail partner locations. You will need to return your shoes to that location, in line with their return policy.
HOW DO I EXCHANGE AN ITEM?
We do not offer exchanges. Please follow our return process and then place a new order.
CAN I RECEIVE A NEW RETURN LABEL?
Your order should have included a pre-paid Canada Post return label. If the label has gone missing please contact customercare@nativeshoes.com
I RECEIVED SHOES AS A GIFT AND WOULD LIKE TO RETURN OR EXCHANGE.
We can only offer gift returns if the shoes were purchased from our online store. The shoes need to be refunded to the original method of payment, and then a new order can be placed. If the shoes were purchased from a retailer, they will need to be returned or exchanged directly at that location, in line with the store’s policy.
If your gift did not include a pre-paid Canada Post return label, please contact customercare@nativeshoes.com.
WHEN WILL I RECEIVE MY REFUND?
Please allow up to 10 business days after your return order has been received by our warehouse for your refund to be processed. Allow 1-2 billing cycles for the credit to appear on your statement.
MY CREDIT CARD NUMBER HAS CHANGED. HOW CAN I BE REFUNDED?
When you receive a new credit card, the bank links your account number to the new card. You will receive your credit refund as normal.
CAN I RETURN SALE (LAST CHANCE) ITEMS?
All sale items are final and cannot be returned.
HOW DO I PROCESS A WARRANTY?
Native Shoes is happy to extend a 6 month warranty against any manufacturer defect in materials or workmanship. Warranties can be submitted up to six months from the original date of purchase, with proof of purchase.
If you purchased shoes directly from our online store: Please email customercare@nativeshoes.com with your order number, proof of purchase, and photos detailing your issue.
If you purchased shoes from one of our retail partners: Please return shoes directly to that location, where they will issue you a warranty exchange or refund.
Note that fit issues should be resolved before you remove tags or wear your shoes outside. If you are in doubt about the fit, we recommend wearing your new shoes indoors to be sure.
HOW CAN I FIND OUT WHEN A PRODUCT WILL BE RESTOCKED?
We restock our core colorways approximately twice per season. Many of our prints and colorways are seasonal releases and will not be carried over. If a specific product, colorway, or size is out of stock on our website, try checking with a local retailer.
CAN I BUY A HALF SIZE?
Yes, we offer half sizes in select styles, but not all.
CAN I BUY A SINGLE SHOE?
We only offer pairs for purchase, no single shoes.
CAN I PLACE AN ORDER FOR A SHOE NOT YET IN STOCK?
We do not offer pre-orders or the option to reserve stock in advance.
CAN I PLACE A CUSTOM DESIGN ORDER?
We do not offer custom design orders.
CAN I ORDER REPLACEMENT LACES OR INSOLES?
We are working on this, but currently do not offer laces or insoles for individual purchase. Stay tuned!
ARE ALL NATIVE SHOES THE SAME WIDTH?
Shoe width varies from style to style. Feel free to email customercare@nativeshoes.com for recommendations on which styles are better suited to wider feet.
ARE NATIVE SHOES NON-SLIP?
Our shoes are not certified non-slip. Please explore safely.
WHAT IS EVA?
The technical name is ethylene-vinyl acetate. This material naturally molds to your feet, giving each step a cool and cushy feeling. Our EVA shoes are lightweight, shock absorbent, hand-washable, and odor-resistant.
DO NATIVE SHOES CONTAIN ANY HARMFUL INGREDIENTS?
Our shoes are REACH and CPSIA compliant, are BPA and phthalate free, and do not contain hazardous materials such as formaldehyde or formamide.
HOW TO CARE FOR EVA SHOES:
EVA shoes can be hand-washed using mild soap and baking soda. Wash with a cloth or soft brush and let dry in a cool shaded area. Never put your shoes in the washing machine, dryer, or dishwasher! EVA shoes are heat-formed, so they can be heat-deformed. We advise on our product tags to store shoes away from direct sun or heat, as they can warp due to the EVA composition. We also advise against leaving them in hot cars.
HOW TO CARE FOR NON-EVA SHOES:
We recommend cleaning your soft-top shoes with the following method:
- When shoe is completely dry, remove surface dirt with a soft-bristled brush.
- Remove insole and set aside.
- Quickly run warm water over the outer surface of the shoe.
- Using a cloth or soft-bristled brush and mild dish soap, rub dirt off in gentle circular motions. Do not scrub vigorously as this could damage the material.
- Rinse under warm water and repeat until material is clean and the soap is rinsed out.
- Pat off excess water with a towel and set aside to air dry away from direct sunlight and heat.
WHERE DOES THE NAME NATIVE SHOES COME FROM?
Native Shoes was named out of love for our community and the place we call home. We are not an Indigenous-led company, and we acknowledge that the brand was founded and is currently headquartered on the unceded territory of the Musqueam, Squamish and Tsleil-Waututh First Nations. We are aware that the positive intent with which our brand was named over a decade ago may not always reflect the impact of our brand identity today. We are currently reflecting on who we are as a brand, and how our name and brand identity can support our purpose and mission.
WHERE ARE NATIVE SHOES MADE?
We are currently working with factories in China and Vietnam to produce all of the shoes in our collection. We pride ourselves in our factory conditions and have stringent ethical practices in place; including the prohibition of forced labor, regulation of wages, and monitoring of working hours. We have great relationships with our teams on the ground, and make several trips a year to develop new products and ensure proper conditions are being maintained.
IS NATIVE SHOES STILL ANIMAL FREE?
A core part of our purpose is to be kind to ALL kinds – from the human to the furry, the scaly to the feathered. Native Shoes has always been – and forever will be – a totally animal free brand. We will never use any leather, fur, feathers or animal-derived materials in our products – that’s a promise.
ARE NATIVE SHOES RECYCLABLE?
Yes! We are currently accepting worn out Native Shoes for recycling as part of The Remix Project at our store location in Vancouver.
How do I know my size?
“6W8″ means – Size 6 Men’s, Size 8 Women’s.
“C7″ means – Child Size 7.
“J1″ means – Junior Size 1, which equates to Adult Size 1 as well.
How do I find women’s sizing?
Most of our shoes are offered in unisex sizing unless otherwise stated. When converting to women’s sizes from men’s, go up 2 sizes. If you aren’t sure, please check out our sizing chart.
ADULT SIZING
YOUTH SIZING
KIDS SIZING
CUSTOMER CARE
INTERNATIONAL ORDER SUPPORT
Visit the Global-e Help Center.
PRESS
Media requests and collaboration inquiries:
WHOLESALE
Information on our wholesale sales program: