Orders
Refund policy
2. Right of Return
2.1. Exercising the Right of Return
In accordance with the law, you have a period of fourteen (14) days from the date of delivery of the products, either at your address or at the designated collection point, to exercise your right of withdrawal without the need to justify your decision or incur any penalties, except for return shipping costs, provided you qualify as a Consumer and User.
All items must be returned in the same condition in which they were delivered, with all packaging and accessories, provided that this allows all necessary checks and handling to determine the characteristics and functionalities of the products. The Buyer shall be liable for any diminished value of the items resulting from handling other than that necessary to establish the nature, characteristics and functioning of the purchased products.
Please note: No exchanges or returns will be accepted for Naw items not purchased through https://nawturalrun.com/.
2.2.a. Instructions for Returns and Exchanges within Spain
2.2.1. To return an order, the items must be sent via the designated courier services, securely packaged, following the steps indicated on the return label. You must go to Correos, the Spanish Postal Service, and request a return using Logística Inversa de Correos Express.
Returns are managed through the following link: Returns and Exchanges Portal.
2.2.2. Prepare the items exactly as you received them (with all parts of the box, footwear, and labels; without signs of use or stains), carefully and using the same or similar packaging (you cannot return the shoe box unwrapped or damaged). Please note that returns will not be accepted for items missing parts of the box or shoes, used items, items with removed labels, or shoe boxes that are damaged or unwrapped.
Return your order by dropping it off at your nearest Correos office, the Spanish Postal Service. By following the procedure through the Returns Portal, you will obtain a barcode that Correos staff will scan and process easily without the need to print a label.
2.2.3. Once the goods have been received in our warehouse and their condition verified, they will be inspected and reimbursement will be processed according to the payment method used by the Buyer, deducting the return costs.
Refunds will be issued using the payment method employed for the purchase within a maximum of 10 working days from receipt of the item in our warehouse. Please note that we cannot refund the original shipping costs, except in the case of defective products or incorrect deliveries on our part. Any item(s) purchased in the sales period will be refunded at the same purchase price, minus the applicable return cost, which will depend on the geographical location.
Exchanges are managed through the following link: Returns and Exchanges Portal.
2.2.4. To exchange an item for a different size or model, you must process the request through the Returns and Exchanges Portal. The associated cost will be displayed during the process and added to the final payment.
2.2.b. Instructions for Returns within Europe
2.2.1. To return an order in full, the items must be sent via the designated courier services, securely packaged.
Returns are managed through the following link: Returns Portal-
2.2.2. Prepare the items exactly as you received them (with all parts of the box, footwear, and labels; without signs of use or stains), carefully and using the same or similar packaging (you cannot return the shoe box unwrapped or damaged). Please note that returns will not be accepted for items missing parts of the box or shoes, used items, items with removed labels, or shoe boxes that are damaged or unwrapped.
Send your order back by depositing it at the point indicated during the return process. Print the label, which you can download from the Orders and Returns Portal on the website using your order number and postcode.
2.2.3. Once the goods have been received in our warehouse and their condition verified, they will be inspected and reimbursement will be processed according to the payment method used by the Buyer, deducting the return costs.
Refunds will be issued using the payment method employed for the purchase within a maximum of 10 working days from receipt of the item in our warehouse. Please note that we cannot refund the original shipping costs, except in the case of defective products or incorrect deliveries on our part. Any item(s) purchased in the sales period will be refunded at the same purchase price, minus the applicable shipping cost, which will depend on the geographical location.
2.2. Return Shipping Costs in Case of Returns
Return costs shall be borne by the consumer and user when exercising the right of withdrawal, as set by the courier service used by NAW.
| Destination | Weight | Cost |
|---|---|---|
| Mainland Spain & Portugal | 0–2kg | €5.95 |
| Balearic Islands | 0–2kg | €9.95 |
|
Europe A (Germany, France, Belgium, Austria, and the Netherlands) |
0–2kg | €15.95 |
3. Size Exchanges
3.1. How to Exchange Sizes
To exchange for another size, you must return the unwanted size as if it were an ordinary return and proceed with a new purchase.
4. Product Warranty
4.1. Issues Covered by the Warranty
This applies to all new products purchased through our e-commerce site that show a defect not attributable to the consumer, but which appears with the new product or within the first few days of proper use.
Examples include:
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Loose or missing stitches in the knit.
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Insoles of a size different to that of the shoe.
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Outsole visibly detached.
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Unfinished or open stitching affecting product functionality.
4.2. Issues Not Covered by the Warranty
4.2.1. General wear and tear due to use:
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Loss of colour or shine (note that bright colours are more susceptible to fading through friction and/or washing, as are microfibres).
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Any scuffs or wear in any part of the shoe.
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Broken seams caused by friction.
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Creases, cracks, or lines in the outer material, whether pre-existing or formed after use. These occur naturally with wear. Minimalist footwear is more delicate, malleable, and flexible than traditional footwear, so it may show more strain in certain areas, forming creases or marks, all of which are considered normal.
4.2.2. Wear from dragging or similar use:
These shoes are not designed to be dragged continually on balance bikes, scooters or similar. Toe abrasion requires intense and prolonged friction. Under normal daily use, the shoes should remain in good condition.
4.2.3. Issues arising from poor maintenance or cleaning:
We provide clear and detailed instructions on how to clean and maintain the shoes. Failure to follow them may cause irreversible damage. It is the customer’s responsibility to be informed, as all instructions are published on our website. You may read them here.
4.2.4. Fungal growth:
Fungi may develop due to excess moisture inside the shoe. Our care and cleaning section explains how to prevent this; therefore, such issues are not considered product defects.
4.2.5. Sole detachment or wear due to excessive friction:
If intensive friction occurs on the sole edge, the adhesive may weaken and the sole may wear or break. This is considered normal wear and can be repaired with glue. Please note that our soles are TR light, and prolonged flexion can lead to this. The sole colour is hand-painted, so abrasion may remove surface colour.
4.2.6. Sole detachment:
These “box-type” soles are attached using a process designed and monitored by INESCOP technology centre. Due to their flexibility, they may twist at unusual angles, causing tension on the glued area and detachment at the upper edge. This is normal and not a fault, as the glue also extends beneath the upper line and under the insole, ensuring the sole remains fixed.
4.2.7. Outsole wear:
Loss of colour or uneven wear on the underside or edges of the sole is not considered a defect and results from normal use. Durability depends on the child’s activity, frequency, and type of use.
Our TR soles vary in thickness, which is standard for this type of footwear. Wear is related to flexibility, torsion, and lightweight finishes rather than product quality. Minimalist footwear is designed to allow natural foot movement, making wear inevitable and faster than with traditional shoes.
4.2.8. Crawling or quadrupedal movement:
Scuffing or damage from crawling or playing on all fours is not covered under warranty. These are not “crawling shoes”; in fact, we recommend children remain barefoot at this stage until they begin walking.
4.2.9. Injuries, discomfort, rubbing or marks on the feet:
All our shoes are manufactured to the highest quality standards. We design them to fit as many foot shapes and sizes as possible, but we cannot guarantee a perfect fit in every case.
While the vast majority of users have no issues, it is important to check your child’s shoes and avoid use if problems occur. Marks may result from poor model choice for foot type, incorrect size, or simply natural contact marks that are not harmful. To provide guidance, we need the shoes to be new in order to assess and apply the satisfaction warranty.
4.3. How to Claim Under the Warranty
If, after reviewing the above, you believe you have a defect covered by warranty, please proceed as follows: access the Help Portal and select the option “I have a problem with a received product”. All requested information must be completed in full.
Once reviewed, NAW will determine whether the defect is attributable to a cause beyond the consumer’s responsibility.