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Customer Care

Exchanges and Returns

Customer Care

Exchanges and Returns

Need help with your return?

We're available 24/7 and speak over 14 languages

Call us on +44 330 022 5700 

Holiday Return Policy

In addition to our standard 28 day returns policy, we offer an extended holiday season returns policy to make gift purchasing even easier. Orders placed from Monday, November 16, 2020 can be exchanged or returned for a refund until Sunday, January 10, 2021.

Exchanges and Returns

Exchanging or returning an item couldn’t be easier. Try your purchase on in the comfort of your own home and let us know straightaway if you’d like a different size or a refund and we’ll collect from your home, work or an alternative address.

You have 28 days from receiving your order to:

  • Create your exchange or return in your NET‑A‑PORTER account
  • Book your complimentary collection with DHL Express
  • Send your purchase back to us

Items must be returned to us unused with all NET‑A‑PORTER tags and designer labels still attached. Returns that do not meet our policy will be sent back to you.

Need A Different Size?

There’s no cost to exchange your purchase, although if you’re based outside the EU, taxes and duties are applicable. If you wish to try another style, simply return it for a store credit refund and purchase the new item separately.

Returning your purchase

As soon as you’ve decided you’d like to exchange or return, let us know. You have 28 days from the date you received your order to follow the below steps:

  1. Sign in to your account and under 'My Orders', select the order number containing the item(s) you would like to return.
  2. Click on the "CREATE EXCHANGE/RETURN" button and choose the reason for return. If you’d like an exchange, select your preferred size.
  3. Check the box to agree with our Return Policy. We’ll then send you an email with your return instructions.
  4. Sign the returns proforma invoice(s) included in the box with your order. Make sure you leave your package open so the contents can be checked. Missing your returns proforma invoice? Call us and we’ll email it to you.
  5. Book your free collection with DHL Express:

Online

Click on the link provided in our returns email and, after making sure your country/region is correct in the top-right hand corner of the page, enter your 10-digit waybill number located under the barcode of your printed returns label. Review your details and select a convenient day and time for DHL Express to collect your parcel.

Phone

Simply call DHL Express on 0844 248 0844 from the UK or visit dhl.com to find the telephone number of your nearest DHL branch. Remember to quote the account number for your country from our returns email.

DHL Drop Off

If you prefer, you can take your return to your nearest DHL Express service point.

Please ensure that you arrange your collection with DHL Express or, if using a drop-off service, it is a registered DHL Express service point. We cannot be held responsible for any returns made via Deutsche Post.

Additional Information

To ensure your return is covered by our free returns policy and reaches us promptly, items must be returned from the same country to which they were delivered. Orders sent back from a different destination may incur additional charges or be delayed by customs.

We prefer that items are returned to us via our own service so that they are protected and insured. You can return using any secure means, but we may not accept liability. Please email us if you intend to do this and send your purchase to the following address:

NET‑A‑PORTER DC1

Unit 3, Charlton Gate Business Park

Anchor and Hope Lane

London, SE7 7RU

United Kingdom

Receiving a refund

You can choose to receive your refund either as store credit to your NET‑A‑PORTER account or back to the original payment method.

Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers. Your shipping costs will be excluded unless the item is faulty or canceled under the ICACRs.

If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through NET‑A‑PORTER. However, you may be able to recover these by contacting your local customs bureau or by hiring a customs broker.

If your order has been sent to any of the following locations, you will receive a refund of all applicable taxes and duties when returning your purchase:

  • Middle East: Bahrain, Kuwait, Oman, Qatar, Saudi Arabia and the United Arab Emirates
  • Australia
  • Singapore
  • Switzerland

Repeated returns

We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers and continued returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the closure of your NET‑A‑PORTER account or future orders being refused.

Our policy

All products must be returned in a new and unused state, in perfect condition, with all protective materials in place and the NET‑A‑PORTER and designer tags attached to them (if applicable). This includes all packaging, accessories and authenticity cards/dust bags. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.

For example, we may make a reduction in the following circumstances:

  • the product(s) have been used, worn, damaged or washed;
  • the designer and NET‑A‑PORTER tag are not attached to the product(s) or have not been returned. Please note that the NET‑A‑PORTER and designer tags constitute an integral part of each product; and/or
  • you have not returned any packaging which is considered an integral part of a product (such as a dust bag).

You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense.

Bags & Accessories

All designer packaging such as authenticity cards, dust bags and leather tags should be included with your return.

Please handle light-colored bags and accessories carefully if you are still deciding whether you will be keeping the item. Please note that dark items of clothing can transfer dye to light-colored bags.

Shoes

When trying on shoes, stand on a carpeted surface to protect the soles. Please return all items including the dust bag and shoebox. The shoebox forms part of the product and should remain intact by placing in outer packaging when sending back to us otherwise, it will not be accepted.

Beauty, Fragrance & Candles

Skincare, cosmetics and haircare must be returned unused, unopened, and in their original packaging. Please note that fragrance, nail polish, candles and aerosols are final sale and cannot be returned due to transport restrictions.

Lingerie & Swimwear

Briefs, swimsuits and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip.

Fine Jewelry

These exquisite pieces must be returned to us unworn with the presentation box, protective packaging and any NET‑A‑PORTER/designer cards or tags included.

Luxury Watches

Luxury watches must be returned to us unworn with the plastic protective cover on the face and in its original packaging including the warranty, presentation box and any outer packaging. You must also ensure that it has not been wound up to the correct time. Watch bracelets that have been adjusted at your request must be returned with the exact same number of links as in the original delivery package.

Limited Edition Products & Books

As these items are highly collectible, please only remove the protective cover and packaging once you are certain that you wish to keep them.

Technology

Technology products should be returned in the original packaging.

Gift returns

To arrange a gift return, please email us for further assistance.

Late Returns

Your item(s) should be sent back to us within 28 days of receiving you order. Returns outside this timeframe may be accepted at the discretion of NET‑A‑PORTER and may only be refunded as a store credit.

Colors

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

Returning or cancelling a pre-order

If your purchase isn’t quite right, you can return or exchange your pre-order within 28 days of receipt. Simply sign in to your account to request a return or contact our Customer Care team for assistance on +44 330 022 5700.

If for any reason you need to cancel your order, please contact Customer Care who can look into this for you.

On the rare occasion that we are unable to fulfil your pre-order item, we will let you know and issue you with a refund. If you have ordered other items, we will still send them to you.