Frequently Asked Questions

General Questions

What is EVA?

EVA is the common name for ethylene-vinyl acetate. These weird words translate into a feeling of cool and cushy freedom for your feet. Think of EVA as the spring in your step. The natural characteristics of the material make it great for footwear because it molds to your feet. It’s also incredibly lightweight, shock absorbent, washable, waterproof, and odor-resistant. All Native shoes are also animal by-product free. We’re friends with animals, aren’t you?

Do Native Shoes contain any harmful substances?

Native Shoes are REACH and CPSIA compliant, are BPA and phthalate free, and do not contain hazardous materials such as formaldehyde.

How Does Native address its environmental impact?

Every step of the way, Native ensures our production processes are cleaner and greener. We’re proud of our unique, low-emission manufacturing process and our foam-injection molding process produces low waste – we like that too. Our shoes contain no animal by-products and are packaged and shipped using recyclable materials. Forgot to sort your recycling this week? We’ve got your back (but just this once!).

My shoes have a warranty issue. How can I resolve that?

Native Shoes is happy to extend a 6-month warranty against any manufacturer defect in materials or workmanship that is in excess of standard wear up to six months from the date of purchase.

If you purchased your Native shoes through our online shop, please e-mail us at customercare@nativeshoes.com with the following information:

  • Order number
  • Description of the issue you’re experiencing
  • Photos that clearly depict the issue

If you purchased your Native shoes from a retailer, please contact the store first. If they are unable to help you, please e-mail us at customercare@nativeshoes.com with the following information:

  • Name and location of the authorized retailer where you purchased your  Native Shoes and the reason your return wasn’t accepted.
  • Copy of receipt or proof of purchase
  • Description of the issue you’re experiencing
  • Photos that clearly depict the issue
  • The size and style of the Native shoes
  • Your shipping address

I’m interested in working for Native. How do I find out about employment opportunities?

Follow us on LinkedIn (http://www.linkedin.com/company/native-shoes) to find out about current opportunities. Know we can’t live without you? Feel free to send your CV to hr@nativeshoes.com

Online Store

Who do I contact by e-mail if I have a question?


Why can’t I find a phone number to contact you?

At this time, our customer service operates primarily via e-mail. This allows us to better collect information and prioritize our customer inquiries. Please send an e-mail to customercare@nativeshoes.com if you have any questions regarding your shopping experience. We promise to respond within a reasonable amount of time.

How can I pay for my order?

We accept VISA and MasterCard only. We also accept payment via PayPal for US customers only.

Who processes the payments?

All payments are processed by Global Payments Canada GP – 1130 West Pender Street, Suite 620, Vancouver BC.

Will I be charged tax on my order?

Native Shoes is required by law to collect sales tax on orders shipped to California. If you are shipping to California, the tax will be automatically added to your order and will appear on your final order confirmation.

Why did I receive an error message when trying to check out?

Please ensure that the billing information that you entered is the same that your bank has on file. If your address is correct, your transaction may have been flagged as a fraudulent purchase. Since Native Shoes uses a Canadian payment processing company, your bank may think the “international purchase” is suspicious. Simply contact your financial institution in order to notify them before attempting another purchase.

Can I cancel an order once it has been placed?

Unfortunately, your order cannot be cancelled or modified once it is placed. Please refer to our return instructions to find out how to return your order once you receive it.

Product Care

How do I clean my Native shoes?

We recommend washing your Native Shoes with mild soap, warm water and a soft cloth or brush. We do NOT recommend putting Native shoes in the washing machine or dryer (or dishwasher!) under any circumstances.

How do I care for my Native shoes?

Avoid direct sun light and extreme heat conditions as this could cause the material to warp.