Customer Service

How do I shop using the online shop?

To buy in our e-Shop you have to register; this will streamline your future purchases; It's very easy; simply provide your contact details, select a name and a password.

The delivery and billing addresses must be the same and must be in the same country as the version of the site you are using to be able to make the purchase correctly.

When you start shopping, check that the website has correctly detected the country from which you are accessing the site, otherwise when you enter the delivery address different rates may be applied if this does not coincide with the country selected initially.

How can I find a specific model?

At you will find the "Footwear search" that will enable you to select the shoe you are looking for according to its characteristics.

Which shoe sizes are available?

For women, our sizes go from 36 to 42 for most lines. We have some women's models in size 43.

For men, our sizes go from 40 to 46 for all lines.

Some unisex models come in sizes from 36 to 46.

For GIRLS and BOYS, our sizes go from 24 to 40 for most lines.

If you would like to see the equivalent European sizes, please consult our size chart.


USA6788 ½91011


USA78 – 8 ½91010 ½11 – 11 ½12



What is the delivery period?

What is the delivery period? Delivery takes between 3 and 14 working days depending on the destination country. El Naturalista reserves the right to take more than 14 days to effect delivery in the event of causes beyond the control of the Company (transport strikes, war, embargos, labour problems, natural disasters such as fire, accidents etc.), delays or other reasons on account of the carrier or other causes beyond the power of El Naturalista.

In certain countries outside of the European Union, (South America, Russia, Israel, Africa, Kazakhstan, etc.) the average delivery time is approximately one month.

Working days are those designated on the schedule established at company headquarters in Spain.

How can I find retail outlets in my area?

At, visit the section "Shops" in the upper menu and access our store finder. There you can select a country or a city and find out about our retail outlets.

What do I do if the payment gateway shows an error message?

If you try to make a payment in our e-Shop, and the payment gateway shows an error message (for example: the purchase is waiting for payment and then displays a payment error) you do not need to cancel the transaction because it has not been completed and the money will not be taken from your account.

If you have any doubts or queries, do not hesitate to contact our Customer Service at or by calling +34 941 403 393.

Payment methods

Our e-Shop accepts the following payment methods:

Credit card. This process will be completed using a secure payment platform. El Naturalista will not save your credit card details. When you enter them in our page, they are sent directly to the bank that performs our transactions (BBVA), thus guaranteeing the highest level of security and confidentiality.
If you have problems paying with your credit or debit card it may be because it is not accepted by our payment gateway. If this happens, do not hesitate to pay using PayPal. It is very convenient and secure and you do not need to register or create a PayPal account to pay.
If you wish to pay using PayPal without registering and you do not have an account, follow these steps:

  • Select PayPal as the payment option.
  • Once in PayPal click on Don't have a PayPal account? and make the payment conveniently and without registering with the platform.

PayPal. PayPal is an international payment platform that enables you to make your payments conveniently and very securely. You can pay using this platform regardless of whether you have registered.

  • If you are registered, enter your username and password and you will be able to make your payment quickly.
  • If you are not registered, select PayPal as the payment option. Once in PayPal click on Don't have a PayPal account? and make the payment conveniently and without registering with the platform.

Cash on delivery (C.O.D.). This consists of paying for your online purchase through the person who delivers the item to your home (the driver), generally in cash (notes and coins).
Only available inside the European Union. The maximum order amount for this option is 750 €.
This payment method has a supplement of €7.

Types of shipment and cost

At El Naturalista we have ways to get your footwear to you.
On one hand, the traditional postal system that we have been using for years.
Recently we have incorporated a new shipping system called KIALA. It is a more convenient, cheaper system that allows us to send your order to an establishment near your home, with longer opening hours and with the knowledge there will always be someone there to receive it.
The Kiala shipping system is only available for the UK, Netherlands, France and Germany.

For sending via Kiala there is a maximum of 4 products in the order.
Shipping costs:

 1 pair2 pairsMore than 3 pairs
UPS Access Point (UK, Netherlands, France and Germany, USA, Canada)7 €7 €10 €
UPS10 €15 €20 €
 SpainEURest of the world
1 pairFREE10 €15 €
2 pairsFREE15 €20 €
More than 3 pairsFREE20 €25 €

Delivery costs vary according to the number of pairs and the country of destination. Transport prices are subject to revision at any time.

We would like to remind customers from countries outside the European Union that local taxes and import duties are the responsibility of the client and are NOT included in the purchase price.

The following table shows import duties for some countries outside the European Union:

Canadafrom 11% to 18%
Spain (Canarias)IGIC 7%
Spain (Ceuta, Melilla)IPSI 0.5% - 10%
Japanbetween 21,6% and 30%
Norwayarancel 0%, VAT (IVA) Norway: 25 %
New Zealand17% (except children's sizes from 0 to 9.5 which pay 0%)
SwitzerlandCustoms duty 0%, VAT (IVA) Switzerland: 7,6%
Taiwan7,5%, (except footwear covering the ankle with rubber sole and leather upper which pays 5%)
USAfrom 5% to 10%