FAQ

Shipping and Delivery

Q: How long does processing and shipping take?

A: Shipping times vary based on your location. Orders are normally processed within 1-2 business days. For orders within Australia, express delivery typically takes 2-5 business days, while regular post can take 7-14 business days. International shipping times depend on the destination and chosen shipping method. 

Q: How can I track my order?

A: Once your order has been shipped, you will receive a confirmation email with a tracking number. You can use this number to track your package on our website or through the carrier's website.

Returns and Exchanges

Q: What is your return policy?

A: We offer a 15-day return policy. If you are not completely satisfied with your purchase, you can return it for a refund or exchange. The product must be unused and in its original packaging.

Q: How do I initiate a return or exchange?

A: To initiate a return or exchange, please contact our customer service team with your order number and the reason for the return. We will provide you with a return authorization and instructions.

Q: Do I have to pay for return shipping?

A: Yes, customers are responsible for return shipping costs for both domestic returns within Australia and international returns.

Product Information

Q: How do I know which size to order?

A: Please refer to the size guide available. If you need further assistance, feel free to contact our customer service team.

Q: What materials are your Birkenstock sandals made of?

A: Birkenstock sandals are made from high-quality materials such as Birko-Flor, leather, and suede. Each product page provides detailed information about the materials used.

Q: Is it normal for my feet to hurt after wearing new Birkenstocks? How long does it take to break them in?

A: Yes, it’s normal for your feet to need time to adjust to new Birkenstocks. We recommend breaking them in slowly by wearing them around the house and gradually increasing wear time. It can take a bit for your feet to adapt to the footbed’s contours and for the cork/latex to mold to your foot shape. Start with an hour or two and increase as you get more comfortable.

Q: Can Birkenstocks get wet?

A: Only Birkenstock's EVA styles are water-friendly. Other styles should not be submerged as water can damage the materials. Hydrophobic styles are water-resistant but should also avoid full immersion.

Q: Can I wear Birkenstocks to the beach?

A: Yes, the EVA Birkenstocks are ideal for the beach or pool since they are entirely water-friendly.

Q: How do I choose the right size Birkenstocks?

A: Many styles come in narrow and regular widths. You can use our fitting guide for detailed instructions, but sizing can vary depending on the style and the unique proportions of your feet.

Q: How long does it take to break in Birkenstocks?

We suggest gradually breaking them in. Start with wearing them for an hour or two at a time, then increase duration as you become more comfortable.

Orders and Payments

Q: Can I cancel or modify my order after it has been placed?

A: If you need to cancel or modify your order, please contact us immediately. We will do our best to accommodate your request. However, if the order has already been processed or shipped, we may not be able to make changes.

Q: How can I use a promo code?

A: During checkout, you can enter your promo code in the designated field and click "Apply." The discount will be reflected in your total amount.

Q: Where are Naot shoes made?

A: Naot shoes are proudly manufactured at Kibbutz Naot Mordechai in Northern Israel.

Q: Should I waterproof or protect my Naot footwear?

A: While Naot's leather, suede, and nubuck are treated for water resistance, it's advisable to use a non-silicone water and stain protector like Naot Weather Resist for added protection. Always test on a less visible area first.

Q: What should I do if my leather gets scuffed?

A: For scuffed leather, use a quality leather restore product like Naot Leather Restore to revitalize and enhance color. Test on a small area before applying it to the entire shoe.

Q: What is the benefit of Naot's removable innersole?

A: Naot’s removable innersole allows for customization with orthotics or replacement with a new innersole to extend the life of your footwear.

Q: How do I clean my Naot innersole?

A: Clean suede innersoles with a Naot Suede Brush or light sandpaper. For stains, use a lightly damp sponge, avoiding soaking. If wet, air dry away from direct heat.

Q: What if my Naots start to smell?

A: Treat foot odor with Naot Sandal Renew for fast relief, especially during hot weather when feet sweat more.

Account and Privacy

Q: Do I need to create an account to place an order?

A: No, you do not need to create an account to place an order. However, creating an account allows you to track your orders, save your shipping information, and enjoy a faster checkout process.

Q: How do you protect my personal information?

A: Ensuring your privacy is a top priority for us. For more detailed information, please consult our Privacy Policy.

Contact Us

Q: How can I contact customer service?

A: You can reach our customer service team by email. Our hours of operation are Monday through Friday, 9 AM to 5 PM