help

How to make a return

Making a return for a refund, store credit or exchange is easy using either our international or domestic returns service outlined below.


    International returns service:
  1. Please seek to request a Returns Merchandise Authorization (RMA) number within 14 days of receiving your order by emailing returns.usa@net-a-porter.com
  2. Book a collection with UPS by either calling 1-800-PICK-UPS (742 5877) or visiting www.ups.com
  3. Complete your returns proforma invoice with your RMA number (and fill in the UPS airwaybill if applicable) and sign it. Please leave your package open until the driver has checked the contents
  4. You will be notified by email once your return has been received and processed
    Domestic returns service:
  5. Please seek to request a Returns Merchandise Authorization (RMA) number within 14 days of receiving your order by emailing returns.usa@net-a-porter.com
  6. Book a free collection with UPS by calling 1-800-PICK-UPS (742 5877). Please give our account number 3XA051 and select the 'Second day air' option. You will also need your tracking number which begins with '1Z'.
  7. Complete your returns proforma invoice with your RMA number (and fill in the UPS airwaybill if applicable) and sign it
  8. You will be notified by email once your return has been received and processed

Exchanges

It's free to exchange items for the same item in a different size. If you are based outside the United States, shipping is free but you will need to pay duties and taxes on the replacement item.

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.

Exchanges made to destinations outside of the U.S. will be processed for customs clearance and therefore any relevant import duty and tax charges will apply.
For more information, please see costs for Shipping and Terms and Conditions.

Gift returns

If you have received an item as a gift, you may exchange it for a store credit to your NET-A-PORTER account (you will need to register your details). The amount is automatically deducted from your next purchase and will be valid for one year. Please be aware that you may need to pay any cost difference, additional shipping, taxes and import duties.

Receiving a refund

Your refund will either be credited to the original purchaser's credit card or NET-A-PORTER account, as applicable. Your refun will exclude shipping costs (with the exception of faulty items) which we deduct to cover the cost of our collection service.

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 may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.

Please note, due to the varying processing times of individual issuers, card refunds may take up to ten days to appear in your account.

Important information

  • All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition please contact us immediately
  • Please seek to return items within seven days of receiving your RMA number
  • Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible
  • Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return will not be accepted if the box is damaged
  • Free collection only applies to items shipped from the original shipping address and country
  • We prefer that items are returned to us via UPS or our New York Premier service to ensure that they are protected and insured during transit. However, you may return the goods to by any secure means at your expense. Our address for all returns is NET-A-PORTER DC2, 3rd Floor, 30-30 47th Avenue, Long Island City, New York, 11101, USA and we request that you contact us at returns.usa@net-a-porter.com in relation to such returns. Please note that we may not accept liability for goods that are not returned via UPS or our New York Premier service and for any additional charges incurred by not using these specified couriers.

Our policy

Items should be returned new, unused and with all NET-A-PORTER and designer garment tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be returned to the customer.

Where provided, belts and any designer packaging such as authenticity cards, dust bags and leather tags should be included with your return.

Please email returns.usa@net-a-porter.com if any of your purchases have been delivered without a NET-A-PORTER tag.

All items returned should have a Return Merchandise Authorization (RMA) number. Unidentified returns may be returned to the sender.

Late Returns

Please seek to request an RMA number within 14 days from receipt of your order. We recommend returned item shipments should be post-marked within seven days from the date you receive your RMA number.
Returns outside these timeframes are accepted at the discretion of NET-A-PORTER and may only be refunded as a store credit. Please note that RMA numbers requested more than 14 days after receipt of your order will be granted at our discretion.

Shoes

All shoes must be tried on a carpeted surface before wear. Shoes should be returned in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without boxes or in damaged boxes may not be accepted, and may be sent back to the customer.

Lingerie & Swimwear

Briefs, swimming costumes and bikini bottoms must be tried on over underwear, without removing the protective adhesive strip. Returns that do not have this strip or which are soiled may not be accepted, and may be sent back to the customer without a refund.

Faulty goods

Goods are classified as faulty if they are received damaged or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of normal wear and tear are not considered to be faulty.

If you would like to exchange a faulty item, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items.

Colors

We have made every effort to display as accurately as possible the colors of our products that appear on NET-A-PORTER. However, as computer monitors vary, we cannot guarantee that your monitor's display of any color will be completely accurate.