help
Frequently Asked Questions
How do I make a purchase?
Do I need to set up an account to place an order?
I've forgotten my password. What should I do?
How do I know that the products you sell are authentic?
Which size should I choose?
How do I know if an item is in stock?
What payment methods does NET-A-PORTER accept?
Is it safe to use my credit card online at NET-A-PORTER?
Why do I need to re-enter my credit card details when I add a new address?
How do I remove saved credit card details?
Which countries does NET-A-PORTER ship to?
Does NET-A-PORTER ship to Post Office boxes or Freight Forwarding addresses?
Why are shipping restrictions applied to some items?
How do I change currency?
How much duties and taxes will I have to pay?
Does NET-A-PORTER ship to multiple addresses?
How soon can I get my order and how much will it cost?
What packaging will my order will be shipped in?
Is my package insured?
Do I need to sign for my order?
Can I change my shipping address after my order has been dispatched?
Can I add items to an existing order?
How will I know you received my order & when will payment be deducted?
Can I track my order?
Where is my order?
How do I return or exchange an item?
Will I be refunded the full value of my order?
Does NET-A-PORTER have seasonal sales?
Is my personal information kept private?
What is FTBC and how do I get involved?
How much of the price of my t-shirt will be donated to FTBC?
However, registering your details will allow you to:
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Please note that we are unable to comment on the authenticity of any items not purchased from NET-A-PORTER.
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As sizes can vary greatly by designer, we have also provided the actual dimensions of each product for you to compare with your own body measurements. Where an item runs small or large to size, this will be identified within the 'size & fit' tab on every product page.
In addition, our team of Fashion Advisors tries on every item we stock, and can answer all your questions on sizing and fit - simply email fashionadvisor.usa@net-a-porter.com for advice.
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If the product you want to buy is out of stock, please email fashionadvisor.usa@net-a-porter.com to find out if there is a waiting list for that item (you will need to be a registered user). Waiting lists are only available for current season collections that have sold out, and do not apply to sale items.
You can also register interest for items previewed in our editorial features, and will receive email notification when they arrive in stock. From time to time, selected items may be available to purchase on a pre-order basis. This means that you can place your order before items are available to ship, but will only be charged at the time of dispatch.
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If you prefer, you may place your order by telephone with our Customer Care team.
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1) Edit or add a new shipping or billing address
2) During your next purchase, simply unselect the option "remember my payment details" on the payment page.
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As a result, we are unable to dispatch items made of exotic skins to California and outside of the United States. In addition, some products manufactured in China and fine jewelry of certain compositions, are not allowed to be shipped to some countries.
If you add a product to your shopping bag that we are not permitted to ship to your country, the site will automatically identify it and prompt you to remove it. To proceed with purchasing this item, you would need to ship it to a different destination address. In the case of exotic skins, this would need to be within the United States, excluding California.
For more information, please read our Shipping information. Back to top
To change currency, simply click on the 'change' icon on the top left corner of the website and select your country from the list of shipping destinations, or click here.
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If you are shipping within the USA, sales tax will only be charged on orders shipped to New York State. No other tax or import duty will be applied to orders shipped within the USA. (Please note that all non-customs related local taxes are the customer's responsibility. NET-A-PORTER is not responsible for reporting or paying additional local taxes to states, such as Use Tax.)
Outside the USA, most destinations are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties are included in the product price. To view the most accurate price for your shipping destination, you will need to select your country (see previous question).
However, if a DDU (Delivery Duty Unpaid) destination is selected, taxes and duties will not be included in your final purchase price. You will instead be invoiced by our shipping partner, UPS, and be liable for all charges applied to your order. In addition, should you need to make an exchange, you would also be charged taxes and duties on the replacement item.
NET-A-PORTER will always seek customer confirmation prior to dispatching first-time orders to DDU destinations.
If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address. For corporate orders, please contact specialorders.usa@net-a-porter.com for assistance.
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For New York Premier delivery, please ensure you place your order before 1pm. Your order will be delivered on the same day between 10am - 8 pm Monday to Friday, and 12pm to 5.30pm on Saturday and Sunday. Orders placed after 1pm will be delivered the following day.
For Next Business Day delivery, please ensure you place your order before 12pm EST Monday to Friday for delivery on the next business day between 9am and 5pm.
Ground, Canada Express and International Express orders will be delivered 9am-5pm on weekdays.
All shipping is handled by NET-A-PORTER's carrier partner UPS, with exception of our New York Premier service. Please be aware that all orders must be signed for upon receipt.
Please note that your order will only be shipped once payment and delivery details have been approved. Order cut-off times are provided as guidelines only, and do not take into account possible delays caused by address verification.
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If you would prefer reduced or unbranded packaging please select our 'basic packaging' option during checkout - your items will remain adequately protected during transit (this option is not available for New York Premier orders).
Keep all your NET-A-PORTER purchases hidden from inquisitive eyes with our 'discreet packaging' option (currently only available for New York Premier orders). Your items will arrive in an unbranded, recycled brown paper bag with no indication of what's inside.
Please note that all sale orders will be shipped in basic packaging.
*We are unfortunately only able to include one box per order.
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If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.
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Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, we will contact you by email and will only charge your credit card for the value of the items in stock.
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Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting My Account followed by Order Status.. If you are not registered, why not sign up now so you can track future orders?
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Items should be returned new, unused and with all garment tags still attached. In addition, shoes should be returned in their original, undamaged shoe box as this is considered part of the product. We may not accept merchandise which is not received in the above specified conditions. Furthermore, to ensure that your return is adequately protected in transit, we recommend you send your items back to us in the original packaging provided.
*Free collection does not apply to items returned from a different country or address to the original shipping destination.
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If your order has been sent to a destination within New York, all sales taxes will be refunded.
Outside the United States, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly. As this is not guaranteed for all countries,we recommend hiring a customs broker if you wish to claim back duties on returned merchandise.
Please be aware that it can take up to 10 days for the refund to appear in your account.
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To register at NET-A-PORTER, we will need to know your name, mailing address and email address. To process credit card orders online we also require your billing address, shipping address, telephone number, credit card number and expiration date. NET-A-PORTER only keeps a record of your transactions; your credit card details are not held on our website.
Please note that NET-A-PORTER may also use the information youa provide to inform you of new goods and services via email. If you prefer not to receive these emails, please send an email to unsubscribe@net-a-porter.com.
Click here to read our Privacy Policy in full.
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You can contribute by purchasing an exclusive FTBC polo shirt designed by Ralph Lauren for $55.
When placing an order on the NET-A-PORTER website, you can also donate £5. Once the 'DONATE NOW' button has been pressed, the sale will be processed. This transaction will not appear on your order confirmation receipt or email but will be shown on your card statement as 'FTBC DONATION'. Please note all donations are non-refundable.
To find out more, visit the FTBC section on our website featuring useful facts and links, plus behind the scenes video footage of the ad campaign.
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If you are purchasing from a destination other than the above 13 countries, your donation will go to an affiliated FTBC charity in your country.
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Do I need to set up an account to place an order?
I've forgotten my password. What should I do?
How do I know that the products you sell are authentic?
Which size should I choose?
How do I know if an item is in stock?
What payment methods does NET-A-PORTER accept?
Is it safe to use my credit card online at NET-A-PORTER?
Why do I need to re-enter my credit card details when I add a new address?
How do I remove saved credit card details?
Which countries does NET-A-PORTER ship to?
Does NET-A-PORTER ship to Post Office boxes or Freight Forwarding addresses?
Why are shipping restrictions applied to some items?
How do I change currency?
How much duties and taxes will I have to pay?
Does NET-A-PORTER ship to multiple addresses?
How soon can I get my order and how much will it cost?
What packaging will my order will be shipped in?
Is my package insured?
Do I need to sign for my order?
Can I change my shipping address after my order has been dispatched?
Can I add items to an existing order?
How will I know you received my order & when will payment be deducted?
Can I track my order?
Where is my order?
How do I return or exchange an item?
Will I be refunded the full value of my order?
Does NET-A-PORTER have seasonal sales?
Is my personal information kept private?
What is FTBC and how do I get involved?
How much of the price of my t-shirt will be donated to FTBC?
HOW DO I MAKE A PURCHASE?
Shopping at NET-A-PORTER is easy:- If you know what you are looking for, use the CLOTHING, BAGS, SHOES and ACCESSORIES links. You can also shop by browsing the MAGAZINE section or directly by designer.
- Once you have found an item, select your size and click on the 'ADD TO SHOPPING BAG' button underneath each item.
- Review the items in your shopping bag by clicking the 'SHOPPING BAG' link at the top of the page. You can use the 'REMOVE ITEM' button to delete items from your shopping bag.
- Click on 'PROCEED TO PURCHASE' to complete your order.
DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?
No, you can shop at NET-A-PORTER without creating an account.However, registering your details will allow you to:
- Track your order and review past purchases
- Build a personal wish list
- Reserve items and join waiting lists
- Shop without entering your address details
- Manage your address book and email settings
I'VE FORGOTTEN MY PASSWORD. WHAT SHOULD I DO?
If you have forgotten your password, click here to change it or follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. For security reasons we are unable to send your password via email.Back to top
HOW DO I KNOW THAT THE PRODUCTS YOU SELL ARE AUTHENTIC?
As an authorized online distributor for all of the designers we feature, we unconditionally guarantee that every item we sell is 100% authentic.Please note that we are unable to comment on the authenticity of any items not purchased from NET-A-PORTER.
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Which size should I choose?
All products are sold by the international sizing scheme used by the designer. To convert this to your usual size, simply click on the 'size conversion chart' link which you will find on every product page.As sizes can vary greatly by designer, we have also provided the actual dimensions of each product for you to compare with your own body measurements. Where an item runs small or large to size, this will be identified within the 'size & fit' tab on every product page.
In addition, our team of Fashion Advisors tries on every item we stock, and can answer all your questions on sizing and fit - simply email fashionadvisor.usa@net-a-porter.com for advice.
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How do I know if an item is in stock?
All items are in stock unless "Sold Out" is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.If the product you want to buy is out of stock, please email fashionadvisor.usa@net-a-porter.com to find out if there is a waiting list for that item (you will need to be a registered user). Waiting lists are only available for current season collections that have sold out, and do not apply to sale items.
You can also register interest for items previewed in our editorial features, and will receive email notification when they arrive in stock. From time to time, selected items may be available to purchase on a pre-order basis. This means that you can place your order before items are available to ship, but will only be charged at the time of dispatch.
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What payment methods does NET-A-PORTER accept?
We accept Visa, MasterCard, American Express, Visa Debit, Visa Delta, Electron and JCB cards. Payment is only debited from your card at time of dispatch.Back to top
Is it safe to use my credit card online at NET-A-PORTER?
At NET-A-PORTER, your personal online security is important to us. We use ChasePaymentech, a secure online payment gateway that encrypts your card details, to store and safely transmit your personal and credit card information through our systems. All orders are processed through our secure checkout system. Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company. You may also choose to securely store your credit card details with us. This means you will not have to enter them again during future purchases, making it quicker and simpler to shop at NET-A-PORTER. For additional security, we have introduced MasterCard® SecureCode. This service enhances your existing Maestro card against unauthorised use by prompting you for a private password every time you make a purchase with us. To use this service, you must first register with the bank or other organisation that issued your card. To find out more click here to visit the MasterCard® SecureCode website.If you prefer, you may place your order by telephone with our Customer Care team.
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Why do I need to re-enter my credit card details when I add a new address?
For your security, whenever you request delivery to a new address we will ask you to provide new credit or debit card details (if you have previously stored them with us). This means that if someone guesses your password and tries to make an order using your account, they will be unable to do so. We hope you understand that this is a valuable precaution designed to protect your personal information.Back to top
How do I remove saved credit card details?
There are two ways to remove previously saved credit card details:1) Edit or add a new shipping or billing address
2) During your next purchase, simply unselect the option "remember my payment details" on the payment page.
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Which countries does NET-A-PORTER ship to?
NET-A-PORTER ships to 170 countries worldwide, as listed below:Back to top
Does NET-A-PORTER ship to Post Office boxes or Frieght Forwarding addresses?
Please note that we are unable to deliver to Post Office boxes, apart from in the following countries: Bahrain, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia and the United Arab Emirates. We do not deliver to forwarding addresses, which includes Aramex addresses.Back to top
Why are shipping restrictions applied to some items?
Due to international trading agreements and regulations, NET-A-PORTER.COM is obliged to adhere to particular shipping restrictions.As a result, we are unable to dispatch items made of exotic skins to California and outside of the United States. In addition, some products manufactured in China and fine jewelry of certain compositions, are not allowed to be shipped to some countries.
If you add a product to your shopping bag that we are not permitted to ship to your country, the site will automatically identify it and prompt you to remove it. To proceed with purchasing this item, you would need to ship it to a different destination address. In the case of exotic skins, this would need to be within the United States, excluding California.
For more information, please read our Shipping information. Back to top
How do I change currency?
You are currently viewing the UNITED STATES version of our website, serving the United States, Canada and Latin America. By default your order will be charged in US Dollars.To change currency, simply click on the 'change' icon on the top left corner of the website and select your country from the list of shipping destinations, or click here.
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How much duties and taxes will I have to pay?
Prices displayed on the website are exclusive of taxes. When you proceed to purchase your order, sales tax and customs duty (where applicable) will be calculated on the total merchandise value and shipping charges, and displayed on the Order Summary page.If you are shipping within the USA, sales tax will only be charged on orders shipped to New York State. No other tax or import duty will be applied to orders shipped within the USA. (Please note that all non-customs related local taxes are the customer's responsibility. NET-A-PORTER is not responsible for reporting or paying additional local taxes to states, such as Use Tax.)
Outside the USA, most destinations are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties are included in the product price. To view the most accurate price for your shipping destination, you will need to select your country (see previous question).
However, if a DDU (Delivery Duty Unpaid) destination is selected, taxes and duties will not be included in your final purchase price. You will instead be invoiced by our shipping partner, UPS, and be liable for all charges applied to your order. In addition, should you need to make an exchange, you would also be charged taxes and duties on the replacement item.
NET-A-PORTER will always seek customer confirmation prior to dispatching first-time orders to DDU destinations.
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The list above is not the complete list of DDU countries. If you are not sure if we ship to your country, please send an email listing the items you wish to purchase to shipping.usa@net-a-porter.com.
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Does NET-A-PORTER ship to multiple addresses?
Unfortunately, you may only ship to one address per order.If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address. For corporate orders, please contact specialorders.usa@net-a-porter.com for assistance.
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How soon can I get my order and how much will it cost?
We deliver to 170 countries around the world, and offer different shipping options to meet your needs - as listed below: For New York Premier delivery, please ensure you place your order before 1pm. Your order will be delivered on the same day between 10am - 8 pm Monday to Friday, and 12pm to 5.30pm on Saturday and Sunday. Orders placed after 1pm will be delivered the following day.
For Next Business Day delivery, please ensure you place your order before 12pm EST Monday to Friday for delivery on the next business day between 9am and 5pm.
Ground, Canada Express and International Express orders will be delivered 9am-5pm on weekdays.
All shipping is handled by NET-A-PORTER's carrier partner UPS, with exception of our New York Premier service. Please be aware that all orders must be signed for upon receipt.
Please note that your order will only be shipped once payment and delivery details have been approved. Order cut-off times are provided as guidelines only, and do not take into account possible delays caused by address verification.
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What packaging will my order will be shipped in?
Your order will be delivered to you in our luxurious signature black boxes* which not only look fabulous, but make the perfect storage solution! However, New York Premier orders will be delivered in NET-A-PORTER carrier bags (unless the gift option has been selected) and shoes will be delivered in the original designer packaging, rather than a NET-A-PORTER box.If you would prefer reduced or unbranded packaging please select our 'basic packaging' option during checkout - your items will remain adequately protected during transit (this option is not available for New York Premier orders).
Keep all your NET-A-PORTER purchases hidden from inquisitive eyes with our 'discreet packaging' option (currently only available for New York Premier orders). Your items will arrive in an unbranded, recycled brown paper bag with no indication of what's inside.
Please note that all sale orders will be shipped in basic packaging.
*We are unfortunately only able to include one box per order.
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Is my package insured?
All items are insured against theft and accidental damage whilst in transit from NET-A-PORTER to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.
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Do I need to sign for my order?
Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorize packages to be delivered without a signature.Back to top
Can I change my shipping address after my order has been dispatched?
We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.Back to top
Can I add items to an existing order?
Unfortunately, it is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.Back to top
How will I know you received my order & when will payment be deducted?
After you place your order, you will be sent an email confirming that it has been received.Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, we will contact you by email and will only charge your credit card for the value of the items in stock.
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Can I track my order?
Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting My Account followed by Order Status.Back to top
Where is my order?
We aim to dispatch all orders within 24 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch, NET-A-PORTER is not responsible for any delays caused by destination customs clearance processes.Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting My Account followed by Order Status.. If you are not registered, why not sign up now so you can track future orders?
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How do I return or exchange an item?
Making a return or exchange is easy using our free collection service.- Request a Returns Merchandise Authorization (RMA) number within 14 days of receiving your order by emailing returns.usa@net-a-porter.com
- Book a free collection* with UPS, by either calling 1-800-PICK-UPS (742 5877) or visiting www.ups.com. (All New York Premier collections will be arranged by the Premier team.)
- Write the RMA number on the returns proforma invoice provided with your order. You will receive email notification once your return has been received and processed.
To exchange an item, simply specify the new size you require at the time of requesting your RMA and follow the instructions above.
Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it for a store credit and purchase the new item separately.
Items should be returned new, unused and with all garment tags still attached. In addition, shoes should be returned in their original, undamaged shoe box as this is considered part of the product. We may not accept merchandise which is not received in the above specified conditions. Furthermore, to ensure that your return is adequately protected in transit, we recommend you send your items back to us in the original packaging provided.
*Free collection does not apply to items returned from a different country or address to the original shipping destination.
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Will I be refunded the full value of my order?
All correctly returned products will either be refunded to the purchaser's credit card or NET-A-PORTER account, and will exclude shipping costs.If your order has been sent to a destination within New York, all sales taxes will be refunded.
Outside the United States, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly. As this is not guaranteed for all countries,we recommend hiring a customs broker if you wish to claim back duties on returned merchandise.
Please be aware that it can take up to 10 days for the refund to appear in your account.
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Does NET-A-PORTER have seasonal sales?
NET-A-PORTER, like offline shops, offers seasonal sales. There are links to the SALE page from the CLOTHING, BAGS, SHOES and ACCESSORIES pages in the top navigation bar. Please note that NET-A-PORTER cannot guarantee that its prices will be equivalent or equal to offline boutiques when they go on sale. Also, due to the exclusive nature of our stock, we can't guarantee that an item will still be available for purchase late in the season.Back to top
Is my personal information kept private?
Please be assured that all the information you share with us is private and confidential. At no point will we share, rent or sell your personal information without your consent.To register at NET-A-PORTER, we will need to know your name, mailing address and email address. To process credit card orders online we also require your billing address, shipping address, telephone number, credit card number and expiration date. NET-A-PORTER only keeps a record of your transactions; your credit card details are not held on our website.
Please note that NET-A-PORTER may also use the information youa provide to inform you of new goods and services via email. If you prefer not to receive these emails, please send an email to unsubscribe@net-a-porter.com.
Click here to read our Privacy Policy in full.
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What is FTBC and how do I get involved?
In September 2007, NET-A-PORTER launched a 12 month initiative with Fashion Targets Breast Cancer ® (FTBC) to raise funds for and increase awareness of breast cancer worldwide.You can contribute by purchasing an exclusive FTBC polo shirt designed by Ralph Lauren for $55.
When placing an order on the NET-A-PORTER website, you can also donate £5. Once the 'DONATE NOW' button has been pressed, the sale will be processed. This transaction will not appear on your order confirmation receipt or email but will be shown on your card statement as 'FTBC DONATION'. Please note all donations are non-refundable.
To find out more, visit the FTBC section on our website featuring useful facts and links, plus behind the scenes video footage of the ad campaign.
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How much of the price of my t-shirt will be donated to FTBC?
All net proceeds from these t-shirts will be donated to FTBC, which operates in the UK, US, Australia, Brazil, Canada, Cyprus, Greece, Ireland, Japan, Portugal and Turkey.If you are purchasing from a destination other than the above 13 countries, your donation will go to an affiliated FTBC charity in your country.
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