Return Policy
All items, including sale items, are eligible for return within 30 days of the order date.
Items must be returned unworn, unwashed, in their original condition, with all original tags and packaging attached. Please note that underwear must be worn when trying on items. Legwear, including socks and tights, must remain unopened.
The Natori Company reserve the right to refuse returns that show signs of wear or otherwise do not meet our return requirements. Any return that does not comply with this policy may be refused.
For U.S. orders under $300, a $5 return fee applies to refunds issued to the original payment method. Return fees are waived when selecting a Digital Gift Card, Even Exchange, or Store Credit (Uneven Exchange).
International return fees vary by location and will be displayed when you initiate your return.
Returns are typically processed within 10–14 business days after arrival, with refunds issued 3-5 business days after processing. Please review the sections below for information regarding exchanges, gift returns, international returns, quality issues, and other special circumstances.
- Create a return using your order number and email address.
- Domestic returns: Start here
- International returns: Start here
- Follow prompts to select items and reason for return.
- Drop off your package with USPS.
We accept exchanges on U.S. orders only through our Online Return Portal. International orders are not eligible for exchange.
1. Direct Exchange — Same Item and Color, Different Size
- Select the same item and color in your preferred size.
- No promo code is needed. Your original discounted purchase price will be maintained for an eligible size exchange.
- Your exchange will ship once your return is marked as delivered to our warehouse.
2. Store Credit Exchange — Different Item or Color
- Select Exchange, then Shop with Store Credit to choose your replacement items.
- If you choose a Store Credit Exchange for one item, all items in your return must be exchanged for store credit. You cannot combine Store Credit Exchanges with other exchange methods.
- Complete your exchange purchase before leaving the Shop Now experience. If you leave without placing an order, your return will automatically revert to a refund to your original payment method.
- If your original order used a promotional code, please contact Customer Service for a new code if your replacement items are eligible.
- Your exchange will ship once your return is marked as delivered to our warehouse.
Important Information
- Reward points cannot be redeemed or carried over from your original order during Store Credit Exchanges. Any points being returned to your Rewards account will become available once your return is approved.
- All exchange return fees are waived.
Returns are typically processed within 10–14 business days after arrival. Refunds are issued 3–5 business days after processing, depending on your bank.
We recommend shipping each return order separately, as each return is processed with its own tracking number and documented items. Combining orders in one package will affect our ability to guarantee a refund for any missing items not associated with the return label.
Gift returns are available for domestic orders only and can be processed through our return portal.
Refunds for gift returns are issued as a digital gift card. The gift card code will be sent to the gift recipient's email address and can be used toward a new purchase.
If for any reason there are quality issues with your items, please contact customer service within 90 days of your purchase providing proof of purchase and pictures of the item. The Natori Company reserves the right to make final judgment on all quality issues.
For information on international returns, duties, taxes, and more, please visit the link below.
If you ship using your own label, we recommend a trackable and insured method. Natori is not responsible for lost packages outside our return portal.
The Natori Company
Attn: Returns Dept
5 Empire Blvd
Carlstadt, NJ 07072
Items ordered between November 1 and December 24 are eligible for return through January 15 of the following year.
Fine Jewelry purchased on natori.com is eligible for a full refund within 30 days of the order date. Items must be unworn and in the same condition in which they were received. Please contact Customer Service for assistance with your return.
Rugs purchased on natori.com are eligible for a refund within 30 days of the order date. Items must be unused and in the same condition in which they were received. Please contact Customer Service for assistance with your return.
If your tracking shows delivered but you did not receive your order, please contact Customer Service within 30 days of the carrier's delivery date.
The Natori Company will only accept returns for items purchased on natori.com or through Natori's social channels. We cannot accept returns for items bought from other retailers.
Items purchased from The Natori Company via www.natori.com can only be returned using this policy. Department stores, boutiques, and other stores that carry product made by The Natori Company will not accept returns of items purchased at www.natori.com.