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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 0345404071 from Japan, or +44 330 022 5700 internationally

Pre-orders

What does pre-ordering mean?

Get early access to next season’s most-coveted collections, securing the must-have items everyone is talking about before they sell out. Once your order is placed, we will deliver it to you as soon as it’s available.

How do I pre-order?

Look for items marked ‘PRE-ORDER’ and simply add the styles you love to your Shopping Bag and proceed to Checkout as usual.

When will my pre-order arrive?

FW20 Runway pieces will be delivered to you by October 2020. Once you have secured your item, we will ship it to you as soon as it becomes available. As soon as your pre-ordered piece has been sent, you’ll receive an email with the tracking details, so you know when to expect it.

Please note that when purchasing a pre-order piece, any items from our current collection in your Shopping Bag won’t be shipped until the pre-order is ready to be sent. If you’d prefer to receive any current pieces sooner, we’d suggest placing a separate order. If you have any queries about the delivery window for a specific product, please contact Customer Care for assistance on +44 330 022 5700.

Why do I need to select a shipping option for pre-orders?

Once your pre-ordered item is ready to be delivered, we’ll send it with the shipping option you selected at checkout. We’ll also email you once your order is on its way, so you can track its progress and know when it will arrive.

Can I change the size of my pre-order?

If you need to make any changes to the size of your pre-order, please contact us within 9 days of placing your order. After this time, we won’t be able to make any changes.

Can I cancel a pre-order?

If you change your mind, please contact Customer Care who can cancel your order for you.

Can pre-ordered items be returned?

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.

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.

For added peace of mind, 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 partners

We are working with our shipping partners to ensure all appropriate health and hygiene standards are adhered to.     

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.

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.

During our sale, products marked as Further 20% cannot be exchanged or returned.

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.

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.