Natori Customer Service — Expert Guide

Overview and company context

The Natori brand, founded by Josie Natori in 1977, is a global apparel and lingerie company headquartered in New York, NY. Over the past four decades the label has specialized in luxury intimates, sleepwear and ready-to-wear, with retail prices that commonly range from about $60 for everyday bras to $150–$300 for silk robes and designer pieces. Understanding the product mix, price points and customer expectations is essential for any customer-service operation supporting this brand.

Customer service for a premium apparel label like Natori must balance fashion expertise (fit, fabric, care) with operational reliability (orders, returns, shipping). A well-run team benchmarks against targets such as first response time under 24–48 hours, average resolution time under 3 business days, and refund processing windows of 7–10 business days after returns are received. These operational KPIs directly impact customer satisfaction and repurchase rates in the 12–24 month customer lifecycle.

Primary contact channels and escalation paths

Customers expect multiple contact channels: website help center, email, phone, and social messaging. The authoritative entry point is the official site (https://www.natori.com), which hosts the Help/Contact pages, FAQ, size charts and order-tracking links. For most retailers, the recommended structure is: web form/email for non-urgent inquiries, phone for order/return escalation, and chat for quick questions about sizing and stock.

Operationally, document both Tier 1 (frontline agents resolving 70–80% of common issues) and Tier 2 (product specialists / supervisors for escalations). Use the following compact channel map for customer routing and SLA setting:

• Website help center / FAQ: first stop for size charts, return policy, order tracking links (SLA: immediate self-serve).
• Email / Web form: best for order amendments, missing items, and documentation (SLA: acknowledge within 24–48 hours; resolve within 3 business days).
• Phone support: ideal for urgent order cancellations or refunds and complex fit consultations (SLA: live answer target within 1–3 minutes during business hours).
• Social & direct messages: fast triage and redirection to private channels; maintain 24–48 hour response targets and migrate to email for order-specific data.

Orders, shipping and fulfillment details

Fulfillment expectations for a brand like Natori typically include order processing within 1–2 business days, with standard domestic shipping options of 3–7 business days and expedited 1–3 business days (carrier-dependent). Communicate clear timelines at checkout and in order confirmation emails; include carrier name and tracking number immediately after shipment to reduce inbound “where is my order” contacts.

Operational best practices: hold an inventory of the 10–20 highest-turn SKUs in distributed locations to ensure 95%+ order fill rate, use ship-confirm emails with full tracking, and automate status updates for backorders. Establish a nightly integration between e‑commerce and shipping carriers to reduce tracking mismatches and lower calls to customer service by an estimated 15–25%.

Returns, exchanges and refunds — practical policy and handling

Most premium apparel retailers adopt a 30-day return window for full-price items, requiring original tags and unworn condition; sale items often have shorter windows or final-sale status. For Natori-style products, outline the return conditions clearly on product pages, specifying that lingerie must be hygienically sealed and that altered or washed items cannot be accepted. Additionally, disclose any restocking fees or return-shipping responsibilities up front.

From an operations perspective, set an internal workflow: track return receipt, inspect condition within 48 hours, and trigger refunds once inspection is complete. Refunds should post to the customer’s payment method within 7–10 business days of processing. Offer prepaid return labels for higher-value orders (e.g., $150+) to improve customer retention; analysis typically shows prepaid returns increase repeat purchases by 8–12% while adding predictable reverse-logistics costs.

Sizing, fit consultations and product care guidance

Fit is the most frequent driver of returns in lingerie and apparel. Provide industry-standard measurement charts (band and cup measurements in inches and centimeters), step-by-step fitting guides, and videos demonstrating measurements. Train customer-service agents in fit conversation scripts that ask for three measurements (underbust, full bust, and usual size) and cross-reference Natori product fit notes (true to size / runs small / adjustable straps) to reduce mis-sizing.

Include care instructions on each product page and in packing slips: e.g., “Hand wash cold, line dry; silk products should be dry-cleaned or hand-washed with a silk detergent.” Proper care guidance reduces damage-related contacts and increases lifetime value of garments. For high-ticket items ($150+), offer repair and alteration guidance or in-house recommendations to extend product longevity and customer satisfaction.

Escalations, wholesale and retail partnerships

Escalation procedures should be predefined: when an issue cannot be resolved by frontline staff within 72 hours or involves a high-value order (e.g., $250+), escalate to a senior specialist or manager with authority to approve refunds, credits, or expedited replacements. Maintain an escalation log to track root causes — this typically reveals systemic issues like a problematic SKU or misconfigured web copy.

For wholesale accounts and retail partners, provide a dedicated B2B contact team and separate SLAs for order fulfillment (e.g., 7–14 day lead times for bulk shipments). Use a partner portal for PO submissions, invoice tracking and return authorizations. This reduces friction and preserves wholesale margins while protecting the brand experience in third-party retail environments.

Final practical checklist for teams supporting Natori customers

• Publish clear, prominent policy pages: returns (30 days), shipping times (1–2 day processing), and product care; link them in every transactional email.
• Measure KPIs weekly: first response time ≤48 hours, resolution time ≤3 business days, return processing ≤10 business days; review trends monthly.
• Invest in fit training and visual sizing aids; deploy prepaid returns selectively for orders >$150 to lift lifetime value.

What is the return policy for Natori?

Items purchased from natori.com are eligible for a full refund within 30 days of the shipping date. Items must be unworn and in the state that you received them. Please contact our Customer Service team for assistance with returning Fine Jewelry orders.

Is Natori a high-end brand?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Yes, Natori is a luxury fashion brand known for its high-end lingerie, sleepwear, and accessories, with an East-meets-West aesthetic and a distinct brand vision. The brand is sold in premiere department stores worldwide and offers a distinct collection of products built on a legacy of high-quality design and craftsmanship.  Key Aspects of Natori as a Luxury Brand

• High-End Products: Natori specializes in luxurious materials like silk and intricate embroideries for its lingerie, sleepwear, and ready-to-wear collections. 
• Distinctive Aesthetic: The brand’s signature East-meets-West design philosophy, influenced by founder Josie Natori’s heritage, creates a unique and elegant style. 
• Global Presence: Natori products are available at prestigious department stores and specialty boutiques globally, including Saks, Nordstrom, Neiman Marcus, and Bergdorf Goodman. 
• Brand Vision: The company is built on a vision of dressing a modern, confident, and creative woman. 
• Expanded Categories: Beyond its origins in lingerie and sleepwear, Natori has expanded to include fine jewelry, home goods, and fragrances. 

Not to be confused with N by Natori 

• It’s important to distinguish between the main Natori brand and its more accessible line, N by Natori.
• N by Natori offers similar styles with Asian-inspired patterns and rich colors but at moderate price points, providing luxury at a more affordable level for practical shoppers.

AI responses may include mistakes. Learn moreThe Natori Company – WikipediaThe company celebrated its 30th anniversary in November, 2007, with a dinner that was attended by CEO’s and top executives of the …WikipediaWomen’s Luxury & Designer Tights, Stockings & LegwearNatori offers elevated tights with unique and revolutionary designs that embrace the modern woman. Whether you’re dressing for an …Natori(function(){
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How long does Natori take to ship?

SHIPPING TO THE UNITED STATES

SHIPPING METHOD	DELIVERY TIME	SHIPPING CHARGE
Ground	4-8 business days	$9 on orders under $50. Free on orders $50+
Express	2 business days *order by 12PM ET	$24.95

Is Natori a US company?

The Natori Company is a women’s fashion designer and manufacturer founded by Josie Natori and based in New York City.

How do you return clothes?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview To return clothes, check the store’s return policy, as there are no universal rules, and then gather your proof of purchase (receipt or confirmation email) and the original tags and packaging. For in-store purchases, bring the items back to the store promptly, and for online purchases, you can often return them to the store or ship them back, so follow the retailer’s instructions.  For In-Store Purchases:

1. Locate the Receipt and Tags: Find the original receipt and ensure the clothing still has its original tags attached. 
2. Visit the Store: Take the unwanted items to the store where you purchased them. 
3. Speak with an Associate: Explain that you’d like to return the items and ask for a refund or store credit. 

For Online Purchases:

1. 1. Check the Return Policy: Visit the retailer’s website to understand their specific return policy. 
2. 2. Find Your Proof of Purchase: Locate the order confirmation email or packing slip, which is often needed for online returns. 
3. 3. Initiate the Return:
   • Return by Mail: Follow the retailer’s instructions to package the item and ship it back, often using a pre-paid label. 
   • Return to Store: Many online retailers allow returns at their physical store locations. Check their policy to confirm. 
4. 4. Keep Packaging: Save the original packaging, as some retailers require items to be returned in like-new or original condition. 

Tips for a Smooth Return:

• Act Quickly: Initiate returns as soon as possible to avoid missing the deadline. 
• Check Return Fees: Be aware of any potential restocking fees or charges for return shipping. 
• Track Your Return: Keep the tracking number from your return label to monitor the progress of your refund. 
• Handle with Care: Only briefly try on clothes indoors so there are no signs of wear or damage. 

AI responses may include mistakes. Learn moreOnline Return Tips: How to Return Online Orders | FedExThe vendor may require proof before issuing a refund. Whether it’s a defect or a broken part, snap photos the moment you notice an…FedExOnline Return Tips: How to Return Online OrdersRevisit the store’s return policy—some businesses offer a step-by-step guide and specific instructions on how to ship the item bac…FedEx(function(){
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Is Natori made in China?

We make most of our sleepwear, loungewear, and clothing at FFI, a Natori-owned factory in Josie’s native country, Philippines.