Customer Care

Delivery

Customer Care

Delivery

Customer Care

Delivery

Need help with your delivery?

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

Call us on +852 5808 1362 from Hong Kong SAR (China), or +44 330 022 5700 internationally

Alternatively you can chat to us live for further assistance

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Your Delivery Options

Our delivery options may vary. View what's currently available at checkout.

Premier Daytime: 90 HKD

  • Delivery between 12pm-5pm, seven days a week
  • Place your order by 10am for same-day service in Hong Kong
  • Allocated 2 hour delivery window
  • Select a nominated date for delivery up to six days in advance

Premier Evening: 90 HKD

  • Delivery between 5pm-9pm, (Monday to Friday)
  • Place your order by 2pm for same-day service in Hong Kong
  • Allocated 2 hour delivery window
  • Select a nominated date for delivery up to six days in advance

Next Day: 50 HKD

  • Order by 5.30pm to receive your purchase next business day
  • Delivery between 9am-5pm, Monday to Friday
  • Please note, purchases made after 5.30pm on Friday and during the weekend will arrive the following Tuesday

Our Delivery partners

Depending on your location, the courier service that delivers your order may differ to the delivery partner who collects your return.

DHL

Our shipping partner, DHL, offers you the flexibility to make changes to your delivery while it’s on its way to you using DHL On Demand Delivery (ODD). Whether you need to schedule a delivery for another day or remove the signature requirement, ODD makes it easy for you.

Once your order has left us and is with DHL, they will contact you via SMS and/or email to let you know when to expect the delivery. If ODD is available in your location, this message will also contain a link to the ODD site. All you need is your tracking (shipment waybill) number.

Here’s a few options you can select to customise your delivery:

Schedule Your Delivery

If your estimated delivery date doesn’t suit, you have the option to select another date within 5 working days.

Where available, you’ll also be able to select a timed window to receive your order.

Signature Release

If you’d prefer not to sign for your delivery, you can remove the signature requirement. Please note that if you choose to remove this, NET‑A‑PORTER and DHL cannot be held responsible for any loss or damage that may occur once your order has been delivered.

Leave With Neighbour

Request for your order to be left with your neighbour by providing DHL with their house number and any further instructions. Please note that if you select this option, NET‑A‑PORTER and DHL cannot be held responsible for any loss or damage that may occur once your order has been delivered.

Collection from a DHL Service Point

If you won’t be in for your delivery, you can choose to pick this up from DHL Service Point.

DHL ODD will show you the nearest DHL Service Points, so you can select which one works best for you. They’ll then contact you to let you know when it’s ready to collect and how long you have to pick up your delivery. Please note that if the parcel is not collected within this timeframe, it’ll be sent back to the DHL depot.

To collect your parcel from a DHL Service Point you’ll need to bring two forms of ID:

  • A photographic ID (e.g. passport or driving license)
  • Your email/SMS notification from DHL

Vacation Hold

Still on vacation? You can request DHL to hold your delivery for up to 30 calendar days for you.

Where available, you’ll also be able to select a timed window to receive your delivery.

UPS

With UPS My Choice you can personalise your delivery. Find out more.

Taxes and Duties

Taxes and duties are calculated according to your shipping destination and itemized on the Order Summary page. Make sure you select your location to view the correct local market pricing, delivery times and shipping costs.

We ship to your destination on a DDU (Delivery Duty Unpaid) basis. This means that the prices displayed on site are exclusive of all taxes and duties. When your order arrives at Customs, you are responsible for paying all import duties, customs and local sales taxes. 

PO Boxes

We are unable to deliver to PO boxes.

Shipping Restrictions

Due to transport restrictions, we are unable to ship pressurized or flammable items by air. As a result, orders containing fragrance, nail and aerosol products must be delivered via our Standard shipping option.

As we’re unable to deliver to certain areas, we suggest that you select a different shipping destination or contact our Customer Care team to help you find an alternative purchase.

How To Track Your Order

Our delivery time starts from the moment an order is accepted and includes a 24-hour period where your items will be processed and dispatched. Please note, this can take longer during sale.

Once your order has left us, you’ll receive an email with your tracking information so you can follow its progress. You can also check the status of your delivery by viewing My Orders in your account.

Delivery Processing Times

Before we can dispatch your purchase, we may need to confirm your details with your card issuer. We’ll do our best to keep delays to a minimum.

We work closely with our shipping partners to minimize the potential impact of customs delays.

Signing For Your Purchase

You can rest assured that we'll keep your purchase safe until it reaches you. Your order is insured against theft and accidental damage during delivery. Once your purchases have been delivered to the specified address and signed for, they are no longer covered by insurance. If you are unavailable when your package arrives, our courier will make two more attempts to deliver your purchase.

If you won't be in, you can choose to waive the signature on the shipping page at checkout. Please be aware that if no signature is collected, you agree to our terms and conditions and take full responsibility for any loss or damage that may occur. Please note, orders containing items of high value may still require a signature, even if you did not select to sign for your order on arrival.

NET‑A‑PORTER Premier

A signature is required at the time of delivery for our same-day delivery service.