Customer Care

Frequently Asked Questions

Customer Care

Frequently Asked Questions

Customer Care

Frequently Asked Questions

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.

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.

Sale

All sale purchases will be shipped in basic packaging.

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.

How can I exchange or return an item?

You have 28 days from the date you received your order to exchange or return item(s).

Create your return here, or if you are a registered user, by logging in your NET‑A‑PORTER account

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.

Why are some items marked as final sale?

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

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.

Where can I find information on sustainability?

To read more about how YOOX NET‑A‑PORTER GROUP is creating a more sustainable future, please visit our People & Planet page. You may also view our Sustainability section on our corporate site, ynap.com.

Where can I find your Care and Repair partners?

United Kingdom

The Seam is our Repair and Rewear service that gives you access to a community of trusted experts in your local area so you can be sure that your clothes are getting the treatment they deserve.

New York

Shopboy specializes in a full range of alterations and repairs for men and women with on-site services provided by their master tailors

Sydney

SoleHeeled offers specialized repairs and restorations on leather jackets and accessories such as shoes, handbags, belts and wallets

United Arab Emirates

The Cobbler is a premium, traditional leather expert with locations in Dubai and Abu Dhabi and a collection service throughout the UAE. It provides expert shoe restoration, repair and cleaning services