Customer Care

Holiday Orders

Customer Care

Holiday Orders

Customer Care

Holiday Orders

Happy Holidays from NET-A-PORTER

Please see below for all the information you need when shopping this holiday season

Holiday shipping dates

To ensure your purchase arrives on or before 24th December 2023, please order by 19th December at 3:00 pm EST 

To ensure your purchase arrives on or before 31st December 2023, please order by 28th December at 3:00 pm EST

Your delivery timeframe is dependent on your location and selected delivery method, all of which is confirmed within your order confirmation email. 

We always aim to deliver your package within the time specified, but sometimes there may be unexpected delays. Please refer to the courier tracking number found in your order dispatch email for updates on your upcoming delivery.

What packaging options can I choose from?

Basic Packaging

Our basic packaging uses fewer materials and has less of an impact on the environment. In this more sustainable option, you can receive your purchases wrapped in tissue and placed in a FSC-certified, recyclable, brown cardboard box. 

Signature Packaging

Your order will be placed in one of our signature black boxes and tied with ribbon. All our signature boxes are FSC-certified and fully recyclable.

Sale

All sale purchases will be shipped in basic packaging.

Shoes

Where an order consists solely of shoes, it will be delivered in the original designer shoe box and protected by a brown cardboard box as per basic packaging. 

Beauty

Your beauty items will be sent in a sealed compostable bag made from bio-based materials.

Gift orders

Whoever you are shopping for this festive season, you may receive your purchase gift wrapped by selecting our NET‑A‑PORTER signature packaging at checkout. Your gift purchase will be placed in one of our signature NET‑A‑PORTER black boxes and tied elegantly with ribbon. As an extra touch, you may also want to include a personalised gift message.

Please note that we’re unable to offer discrete returns and any refunds would be issued to the gift purchaser. 

Do you offer price adjustments on sale items?

We offer a price adjustment on items purchased up to seven days prior to the start of a sale. Please be aware that the exact style and size must be available for purchase at the time your request is made before any adjustment in the price can be approved.

All approved price changes will be credited to your NET‑A‑PORTER account as store credit. This will be automatically deducted at checkout when you next place an order.

Holiday return policy

All orders placed and delivered between November 13, 2023 and December 10, 2023 can be exchanged or returned for a refund until January 7, 2024. Orders delivered after December 10, 2023 follow the ordinary return policy of 28 days.

  • You may track the progress of your return shipment via the My Orders section in your NET‑A‑PORTER account.
  • Please ensure that you fill out and sign all returns proforma invoices that came with your parcel to ensure smooth clearance with customs. We work closely with our courier to ensure that your return is not affected by custom clearance delays however, on the occasion that your package is held at customs it may result in a longer delivery time. 
  • We aim to process your return within 10 business days from your courier collection or return drop-off. During periods of high demand this may take longer.
  • You will receive an email to confirm once your refund has been issued. Please note, it may take up to a further 10 working days for this to show in your account due to differing processing times of your payment provider.
  • Please note, when returning multiple items from an order they are sometimes processed separately, and you may receive more than one email updating you on the status of individual items within your return.