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Customer Care

Frequently Asked Questions

Customer Care

Frequently Asked Questions

Customer Care

Frequently Asked Questions

Need help?

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

Call us on 0800 044 5700 from the United Kingdom, or +44 330 022 5700 internationally

COVID-19 (coronavirus) FAQs and information

Is it safe to shop from your site? 

The health and safety of colleagues and the wider community has always been our first priority. We have enhanced safety measures in place to safeguard teams, going above and beyond government guidelines to maximize protection.

What are you doing to ensure colleagues' safety?

We have introduced a number of additional health-and-safety measures that go above and beyond the government guidelines. These include:

  • 1m or above social distancing respected throughout site
  • Temperature-control checks on entry, using advanced thermal screening technology
  • Staggered breaks, staggered entry and exit to site and a one-way system implemented to site
  • Increased cleaning and disinfecting of equipment
  • PPE, including masks, gloves and sanitizer

What about the delivery of my purchase?

NET‑A‑PORTER Premier

For your safety, we’re providing contactless delivery during this time. Our driver will ring or knock on your door, place your order on the ground and step back one or more metres. Instead of asking for a signature, we’ll make a note of your full name to ensure your order has been left in safe hands. Please note that NET‑A‑PORTER will not be held responsible for any loss or damage that may occur once your order has been delivered in this way.

In line with government guidelines, all our drivers will be wearing face masks and gloves and are regularly washing their hands and carrying hand sanitiser. We’re also continuing to monitor their health and well-being so they can continue completing deliveries to the highest possible standard. Our fleet of vans are disinfected daily and deep cleaned once a week to maintain utmost cleanliness.

Our shipping partner

We are working with our shipping partner, DHL to ensure all appropriate health and hygiene standards are adhered to. They are currently operating a contactless delivery system. Where a signature would usually be required or this has been requested by you, they will endeavour to take the recipient’s name as proof of delivery and follow socially distanced protocol. When a signature is waived by you or not possible, they will leave your parcel where you specified. 

Please note that NET‑A‑PORTER or our shipping partners will not be held responsible for any loss or damage that may occur once your order has been delivered as set out above.

Why is my return taking longer to process?

Your return may take slightly longer to process as we have enhanced health and safety measures in place to protect our teams and customers. We are ensuring a minimum of 72 hours to process returned packages.

Changes to EU orders and returns

Here’s some helpful information for customers ordering to countries in Europe. Please check back regularly for updates.

Will there be possible delays with my orders or returns?

Your orders and returns may face potential delays. Please sign in to your account to check the status of your delivery or return. 

You may be required to provide additional information to DHL when your order arrives. This varies per country/region and will be updated regularly.

Greece – Your local tax ID must match the name on your passport

Italy - Fiscal ID code is needed for orders over 150 EUR. Please note, leather goods may take slightly longer to clear Customs

Germany – If your return is over 1,000 EUR, please contact Customer Care for assistance

Portugal – National Tax ID and proof of purchase will be requested

Spain - Fiscal tax ID and proof of purchase for purchases over 150 EUR

Do I need to pay any additional taxes and duties?

The final purchase price will be shown at checkout as usual. 

Why can’t I see more shipping options at checkout?

Our delivery options to countries in Europe may vary at this time. You can view the options available when proceeding to purchase.

Why can’t I buy beauty products?

We’re temporarily unable to ship beauty to the following 8 countries: Croatia, Greece, Italy, Malta, Portugal, Poland, Romania and Spain.

We’re sorry for any disappointment this may cause. We’re working to resolve this as soon as we can. In the meantime, please select an alternative shipping country or stay tuned for further updates.

Do I need to complete new paperwork if I want to return my purchase?

You now need to complete and sign three returns proforma invoices and hand these to the driver to attach to the outside of the box or take three copies to your local DHL Service Point.

Please be aware that your return may face delays if you don't include three copies of the proforma invoice.

If you didn’t receive three copies when you initially ordered or have lost the paperwork, please contact Customer Care.

Are exchanges still free within the EU?

For now, there are no additional costs when exchange your purchase for a different size. 

Will my refund still include taxes and/or duties?

At the moment, your refund will continue to include taxes and/or duties.

Do I need an account to place an order?

You can shop without creating an account. However, if you register with us, you’ll enjoy the following benefits:

  • Track your orders and review past purchases
  • Request an exchange or return directly from your account
  • Add pieces you love or missed out on to your Wish List
  • Save your address and card details so you can shop even quicker in future

How do I reset my password?

If you‘ve forgotten your password, request a link to reset it or follow the ‘Forgotten password’ instructions on the ‘Sign In’ page.

What packaging options can I choose from?

Signature Packaging

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

Basic Packaging

For a more discreet option, you can receive your purchases wrapped in tissue and placed in a FSC-certified, recyclable, brown cardboard box.

NET‑A‑PORTER Premier

Orders will be delivered in our chic NET‑A‑PORTER black carrier bags. Alternatively, you can opt for 'discreet packaging' and your purchases will arrive in an unbranded recycled paper brown bag.

Gift Orders

When placing your order, check the box under packaging options to include an optional gift message. Your gift purchase will arrive in a signature black box, tied with a NET‑A‑PORTER ribbon and will include a gift card if you have provided a message.

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. To receive your shoes in a NET‑A‑PORTER Signature box, check the gift box under our packaging options.

Beauty

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

Sale

All sale purchases will be shipped in basic packaging.

How do I redeem an existing Gift Card?

If you need to redeem a Gift Card, please contact our Customer Care team for help with placing your order.

Why are some items marked as final sale?

Fragrance, nail polish, and aerosols cannot be exchanged or returned due to transport restrictions.

Do you offer price adjustments on sale items?

All approved price changes will be credited to your NET‑A‑PORTER account as store credit. This is valid for 12 months and will be automatically deducted at checkout when you next place an order.

Please note, we are unable to offer a price adjustment on further reductions or on any special promotion items that are temporarily reduced in price.

If you notice a change in the price of an item you purchased, please call our Customer Care team and we’ll see what we can do.

Can I amend or cancel an item from my order?

Depending on the status of your order, it may be possible to cancel an item or change it to a different size. Please note, we’re unable to combine or add an item to an existing order.

If you need to make any amendments to your purchase, please call our Customer Care team as soon as possible and we’ll see what we can do.

What do I do if I think an item that I purchased from your site is faulty?

Simply email customercare@net-a-porter.com and we’ll look into this for you.  When you get in touch with us, please provide your order number and photographs of your item. Please be aware that items which have been damaged as a result of normal wear and tear, by accident, or your own misuse, will not be considered faulty. This does not affect your statutory rights.

How do I contact your PR or Buying Team?

You can send an email to the following addresses:

Where can I find information on sustainability?

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.