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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 0345404071 from Japan, or +44 330 022 5700 internationally

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
  • 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 of Hong Kong SAR (China), 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 included in the box with your order. Make sure you leave your package open so the contents can be checked.
  5. Book your free collection:

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 to collect your parcel.

Phone

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.

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 DC3 10/F, Goodman Interlink, 39 Tsing Yi Road, Tsing Yi, New Territories, Hong Kong

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.

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

Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

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.

If this applies to your account, we will be in touch.

Our policy

All items must be returned new, unused and with all NET‑A‑PORTER and designer garment tags attached within 28 days of receipt.

Returns that do not meet our policy will not be accepted and will be sent back to you.

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 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.

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.

Faulty goods

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Please note that items which are damaged or as a result of normal wear and tear; by accident; or through misuse will not be considered faulty.

If your item is faulty when you receive it, you can return it for a refund within 30 days from the date you received it. If you have owned your item for longer than this, and certainly over 6 months, then please contact Customer Care.

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.