Frequently Asked Questions
How do I make a purchase
- Use the CLOTHING, BAGS, SHOES and ACCESSORIES links. You can also shop directly from the MAGAZINE or by designer.
- Once you have found an item, choose your size and click on the 'ADD TO SHOPPING BAG' button on the product page.
- Review the items in your shopping bag by clicking the 'SHOPPING BAG' link at the top of the page.
- Click on 'PROCEED TO PURCHASE' to complete your order.
Shopping at NET-A-PORTER is easy:
Do I need to set up an account to place an order?
- Track your orders and review past purchases
- Request a return or exchange directly from your account
- Add sold out items and products you love to your Wish List
- Preview our new collections and register your interest for your favorite pieces through our seasonal Lookbook
- Save your address and card details so you can shop even quicker next time
You can shop at NET-A-PORTER without creating an account.
However, register with us and you'll be able to enjoy the following benefits
Is my personal information kept private?
I've forgotten my password - What should I do?
To re-set your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via email.
What payment methods does NET-A-PORTER accept and is it safe to use my credit card online?
We accept Visa, MasterCard, American Express and Maestro. You can also choose to pay with PayPal. All payments are processed through a secure checkout system provided by Datacash Ltd.
We have also introduced MasterCard SecureCode to give you even more confidence in shopping at NET-A-PORTER. This service protects your existing card against unauthorised use by prompting you for a private password every time you shop with us. To use this service, simply register with your bank first or other organisation that issued your card before you. To find out more, visit the MasterCard®SecureCode website.
If you would prefer to place an order by telephone, you can call Customer Care on +852 5808 1362, 24 hours a day, seven days a week.
How can I choose the currency I pay in?
You're currently viewing the APAC version of our website which serves Asia.
If you are shipping to Hong Kong and Australia, your order will be charged in Hong Kong Dollars (HKD) and Australian Dollars (AUD) respectively. For all other destinations, you will be billed US Dollars (USD) depending on your delivery address.
To change the currency, select the country link at the top left hand side of the screen, followed by your location from the drop down list.
WHICH DESTINATIONS DOES NET-A-PORTER SHIP TO?
NET-A-PORTER delivers to 170 locations worldwide, as listed below:
Do you ship to PO boxes and freight 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.
How long does delivery take, and how much will it cost?
For information on delivery and shipping charges to your destination, view our Shipping options
DO YOU OFFER SAME DAY DELIVERY TO HONG KONG ISLAND AND KOWLOON?
If you live in Hong Kong Island and Kowloon, you can enjoy flexible delivery options with our NET-A-PORTER Premier service.
Place your before 10am for delivery between 12pm-5pm (seven days a week), or by 2pm to receive your purchases between 5pm-9pm (Monday to Friday).
Is my package insured and do I need to sign for my order?
All your purchases are insured against theft and accidental damage whilst in transit from NET-A-PORTER to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered.
To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery for all orders and are unable to authorise for packages to be delivered without a signature.
How much duties and taxes will I have to pay?
Taxes and duties are calculated according to your shipping destination. To ensure that the most accurate pricing, taxes and delivery costs are displayed, please click on the link at the top of our website and select your country from the list of shipping destinations. The total on the order summary page will then show you a breakdown of the costs.
Most countries are shipped on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties are included in the final purchase price.
Whereas when a DDU (Delivery Duty Unpaid) destination is selected, the product prices displayed are exclusive of all taxes and duties. So once your order arrives at its destination you will be required to pay all import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs.
View our shipping information in more detail.
Does NET-A-PORTER ship to multiple addresses?
We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.
Why are shipping restrictions applied to some items?
Due to international trading agreements and regulations, NET-A-PORTER must adhere to particular shipping restrictions.
As a result, we are unable to send exotic skins outside of Hong Kong. In addition, we are unable to ship orders containing jewelry to Russia or China. Some beauty products and items manufactured in China cannot be shipped to certain countries.
If you add a product to your shopping bag that we are unable to ship to your country, you will be prompted to remove it. Alternatively, you can change your shipping address to a different destination where these restrictions do not apply.
For more information, please read our Shipping information.
Can I change or amend my order once it has been placed?
Before your purchases have been prepared for dispatch we can cancel an item, change the size or edit your billing and shipping details.
However, we are unable to combine orders or add pieces to an existing order once it has been placed.
If you need to make any amendments, please call customer care on +852 5808 1362 for assistance.
How can I track my order?
Once your order has been dispatched, you will receive an email containing your air waybill number to track your package.
If you have registered, you can also follow the progress of your delivery by signing into your account and selecting My Account followed by Order Status.
How do I return or exchange an item?
Making a return or exchange is easy. You have 28 days to decide whether to keep your items and we will collect from your home, work or alternative address for free.To arrange your exchange or return, simply sign in to your NET-A-PORTER account and select My Orders, under My Account. Click "CREATE EXCHANGE/RETURN" and follow the steps. You will then receive a confirmation email with returns instructions and details about how to book your collection.
View more information.
Will I be refunded the full value of my order?
Your refund will either be issued to the original credit card used to place the order, or as NET-A-PORTER store credit. Shipping costs are not refunded for items using our free collection service, unless your items are faulty.
All customs duties and sales taxes are non-refundable. However, you may be able to recover these costs by contacting your local customs bureau directly.
Please note that it can take up to 10 business days for the refund to appear in your account.
Does NET-A-PORTER have seasonal sales?
NET-A-PORTER offers seasonal sales twice a year. Register for email updates to be notified when our sale starts, and when we offer further reductions.
How do I buy a gift card?
- Select GIFTS from the top navigation menu in the drop down followed by GIFT CARDS.
- Decide whether you would like to purchase a printed or virtual gift card. Printed gift cards are shipped in NET-A-PORTER signature packaging, and virtual gift cards are emailed directly to the recipient.
- Choose the amount, enter the recipient's name (and email address for virtual gift cards), include a personal message, and then add the gift card to your shopping bag
- You will be notified by email as soon as your printed or virtual gift card has been dispatched
You can buy a NET-A-PORTER gift card in AUS Dollars (AUD), HK Dollars (HKD) or US Dollars (USD) by following these steps:
To purchase multiple printed gift cards and have them shipped to different addresses, you will need to repeat the purchasing process and pay the shipping charges for each address the printed gift card is sent to.
For further assistance placing an order for a NET-A-PORTER gift card please contact the Customer Care team by emailing email@example.com or callling +852 5808 1362, 24 hours a day, seven days a week.
Where can I find information on your sustainability commitments?
To read more about how YOOX NET-A-PORTER GROUP is creating a more sustainable future, visit the Sustainability section on our corporate site, ynap.com