Please ensure you tick the items you are returning and sign three copies of the return proforma invoices included with your parcel to ensure smooth clearance with customs. Attach all copies securely to the outside of the parcel, ensuring they are visible and can be removed and checked by customs before releasing your package. If the forms are not complete, your return will not clear customs and will be sent back to you.

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

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

Standard packaging

Our Standard packaging uses fewer materials and has a lower environmental impact. In this more sustainable option, you can receive your purchases wrapped in tissue and placed in an FSC-certified, recyclable, brown cardboard box. 

Gift packaging

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

Sale

All sale purchases will be shipped in Standard 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 Standard packaging.

If you have store credit and are logged in to your NET‑A‑PORTER account at the time of purchase, this payment method will be used automatically for your order. You can pay any remaining balance with a payment method of your choice.

If you decide to make a return, you can choose to have the refund amount credited to your account and use it for your next purchase. The reimbursed sum will be visible in your account within 24 hours of the refund confirmation email.

Store-credit refunds will be available in your account for 12 months from the receipt date. Make sure you use them within the year – after this period, the store credit will expire and you will no longer be able to use it.

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.

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

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

If you have misplaced your return label, you can request a replacement in the 'My Orders' section in your NET‑A‑PORTER account, or if you placed an order as a guest, by entering your order details here. You will then receive an email with a label attached in the next 48 hours to the email used to place your order. 

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.

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

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

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