Customer Care
Orders & Shipping
Orders begin processing very quickly. If you need to change or cancel your order, please contact us immediately and we will do our best to accommodate your request.
Shipping addresses and products are eligible for modification on unfulfilled orders. Credit cards, billing addresses, gift wrap, and shipping methods cannot be modified after an order is placed.
Tracking numbers are assigned when your package leaves our warehouse and will be emailed to you in your shipment confirmation. Please allow up to 48 hours for tracking information to appear in the carrier's system.
Continental U.S. Orders
All continental U.S. orders ship via USPS. Track your package at USPS.com.
Hawaii, Alaska & P.O. Box Orders
These orders ship via USPS and may take up to 2 weeks. Track your package at USPS.com.
For further questions, contact Customer Service or call 424.275.6478 during business hours.
We offer free ground shipping on all U.S. orders of $50 or more, shipped from our warehouse in New Jersey. Free returns are available on orders over $300.
Orders of $300 or more require signature confirmation upon delivery.
Orders placed after noon ET are not guaranteed to ship the same day. Please allow 1–3 business days for processing.
Select your country in the navigation menu to shop in your local currency. We ship to most international destinations via DHL Global Express. Please allow up to 4 business days for processing.
Visit the International Shipping Portal to track your order or start a return.
| Country | Flat Rate Express | Free Express Shipping |
|---|---|---|
| Canada | $15 CAD | Orders $200 CAD+ |
| United Kingdom | 12 GBP | Orders 150 GBP+ |
| EU | €10 | Orders €150+ |
| Australia | $20 AUD | Orders $200 AUD+ |
| Mexico | $250 MXN | Orders $4,000 MXN+ |
| Singapore | $15 SGD | Orders $250 SGD+ |
| Saudi Arabia | 40 SAR | Orders 750 SAR+ |
| United Arab Emirates | 40 د.إ | Orders 750 د.إ+ |
| Qatar | 40 QR | Orders 750 QR+ |
| Rest of World | $10 USD* | Orders $200 USD+* |
*Rest of World rates are USD estimates. Actual fees will be displayed in local currency at checkout.
Canadian shoppers are eligible for a full refund of duties & taxes on returns.
Returns & Payment
All items — including sale items — are eligible for return within 30 days of the order date. Returns in acceptable condition will be credited at item price, including tax, to your original payment method or as a gift card. Shipping fees are non-refundable. A $5 return fee applies to orders under $300.
Items must be returned unwashed, unworn, and with original packaging and tags attached. Legwear and socks must remain unopened.
We accept the following forms of payment: Visa, Mastercard, American Express, Discover, Natori Gift Cards, PayPal, Amazon Checkout, and Apple Pay (available in Safari on iOS only).
We do not accept checks or cash.
Sales tax is collected in certain states based on the shipment location. All applicable taxes are added at checkout.
- New York: State tax applies to clothing items over $110 and all other products. Local tax varies by zip code.
- New Jersey: State tax applies to all non-clothing items.
- Washington: State tax applies to all items.
Send a digital gift card by email and let them choose the perfect gift for themselves. Gift cards are delivered instantly and never expire.
Gift Services
Gift wrap and personalized messages are available at checkout. Pricing is per item:
- Envelope w/ Ribbon (Ready to give) — $5
- Envelope w/ Ribbon (Easy to assemble) — $4
- No Envelope (Gift receipt only) — Free
Each gift is wrapped in tissue paper inside our signature Natori envelope, with a gift receipt (no prices) and the option for a personalized message.
How to Add Gift Wrap at Checkout
- On the checkout page, click "Gift Options" next to the item you'd like to gift.
- Enter the recipient's name, your name, and an optional personal message.
- Click "Save" and close the pop-up. The gift wrap charge will be added to your cart automatically.
- Complete your purchase.
Gift wrap and message charges are non-refundable.
Product Care
Store jewelry in individual pouches or separate compartments to prevent scratches. Keep away from moisture, direct sunlight, perfumes, hairspray, and other chemicals. Remove jewelry before bathing, swimming, or sports. Clean with a mild soap and water solution, rinse thoroughly, and dry with a soft cloth. Use a soft-bristled toothbrush to remove grime from crevices.
Diamonds
Avoid touching diamonds frequently — skin oils build up on the surface over time. Clean the back of the setting carefully, as grease and dirt collect there. Keep away from chlorine bleach and harsh chemicals. Have diamond settings inspected regularly for looseness or chipping.
Gold (14k & 18k)
Clean safely with a soap and water solution and buff with a soft cloth. Keep away from chlorine, ammonia, perfumes, and hairsprays. 14k gold contains 58.5% gold and is more durable; 18k contains 75% gold and has a deeper tone but is softer.
Silver & Sterling Silver
Sterling silver is 92.5% pure silver. Avoid exposure to sulfur, peroxide, and household solvents. Remove before bathing, swimming, or washing hands. For mild tarnishing, buff with a soft dry cloth. Store in a pouch to prevent scratches.
Midnight Silver
Also 92.5% pure silver with a special surface treatment for scratch resistance and tarnish resistance. Will fade with frequent direct skin contact. Remove before bathing or swimming. Has an approximate shelf life of 1 year.
Always refer to the garment tag for specific care instructions.
Bras
- Wash on delicate cycle in a lingerie mesh wash bag, or hand wash with like colors for best results.
- Line-dry or lay flat to dry. Do not iron or bleach.
Underwear
- Hand wash and line-dry for best results. Do not iron or bleach.
Delicates (Silk, Lace & Embroidered Items)
- Do not machine wash or machine dry. Dry clean or hand wash only. Air dry.
Refer to the garment tag or the care details on each product page for specific instructions. Some styles are machine washable; others require dry cleaning.
Delicates (Silk, Lace & Embroidered Items)
Do not machine wash or machine dry. Dry clean or hand wash only. Air dry.
Machine Washable Items
Machine wash cold with like colors. Do not bleach. Lay flat to dry for best results.
Refer to the garment tag or the care details on each product page for specific instructions. Some styles are machine washable; others require dry cleaning. Line-dry for best results. Do not bleach.
Jewelry
Clean with a soft cloth, mild soap, and water. Dry immediately before storing. Keep away from moisture, direct sunlight, perfumes, hairspray, and other chemicals. Store each piece separately. Remove before bathing or swimming.
Legwear
Refer to the garment tag for specific instructions. Machine wash warm; air dry. Hand wash recommended for delicate styles.
Refer to the garment tag for specific instructions.
Bedding — N Natori Collections
Machine wash cold, gentle cycle, with like colors. Do not bleach. Tumble dry low.
Bedding — Natori Collections
Machine wash cold on delicate cycle; air dry. Use mild detergent — avoid bleach, stain removers, or harsh soaps. Bed skirts: dry clean only.
Towels
Machine wash warm with like colors. Tumble dry low.
Home Accents
Clean with a damp soft cloth; dry thoroughly. Avoid harsh chemicals and sharp objects. Handle with care — pieces are fragile.
Your Account
Creating an account is quick and easy. Visit our Account Login & Orders page, enter your email address, and you'll receive a one-time verification code — no password required. If you've shopped with us before using that email, your account may already be set up.
Once logged in you can view order history, track current orders, manage shipping details, and update your account information.
Book a personal styling or bra fit session with our team to find your perfect fit.
Natori is committed to designing products that are environmentally friendly and made using sustainable processes. Our mission is to help customers look and feel their best — which means quality fabrics built to last.