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Customer Care

Terms & Conditions

Customer Care

Terms & Conditions

NET‑A‑PORTER's ("NET‑A‑PORTER" "we" "us") website(s) (our "Site" or "Sites") and related services are made available to you in accordance with the following Terms of Use & Service, and any other rules posted on our Sites (collectively, the "TOS"). Please read the TOS carefully before placing any orders on www.net-a-porter.com. We recommend you should keep a copy of the TOS for future reference.

NET‑A‑PORTER is a trading name of The Net-A-Porter Group Limited, a company registered in England and Wales under registration number 3820604. Our registered address is 1 The Village Offices, Westfield London, Ariel Way, London, W12 7GF, UNITED KINGDOM. Our VAT number is GB 243 0645 31.

UAE, Saudi Arabia, Oman, Bahrain, Kuwait and Qatar

NET‑A‑PORTER is a trading name of YNAP Middle East General Trading LLC, with registered office in Boulevard Plaza Tower 1 - Office 2902 - Burj Boulevard – Dubai, United Arab Emirates, business register number 782989, an affiliate of YOOX Net-A-Porter Group S.p.A.

In particular, we wish to draw your attention to our policies relating to the terms of purchase within the TOS and our Privacy Policy. If you are under 16 you must let your parent or guardian know about NET‑A‑PORTER's Privacy Policy before you register to use this Site or any of this Site's services. We reserve the right to only accept orders from those over 18 however.

We may modify the TOS from time to time. Please read the TOS and check back often. If you do not agree to any change to the TOS then you must immediately stop using the Site. Any changes made after you have placed an order will not affect that order unless we are required to make the change by law.

Shipments to the USA 

Please note, orders placed on our International site and shipped to the USA will be fulfilled by The Net-A-Porter Group Limited on behalf of YNAP Corporation, and your contract of sale will be with YNAP Corporation. As such, US sales taxes will still be applicable to your order. However, if you return your order, then we will refund the sales tax paid.

Registration and account terms and conditions

To use some of the services or features made available to you on this Site you will need to register for an account. When you register you are required to provide information about yourself that is true, accurate, current, and complete in all respects. Should any of your registration information change, please notify us immediately at the following e-mail address customercare@net-a-porter.com. We may also change registration requirements from time to time.

Here are the some of the benefits you’ll be able to enjoy by registering with us for a NET‑A‑PORTER account:

  • Track your orders and review past purchases
  • Request your return or exchange directly from your account
  • Build a customized Wish List to create personalized outfits that you can email to friends and family. Plus, you can also print your shopping lists for increased convenience
  • Add sold out items to your Wish List so you can see if more stock arrives
  • Select your Favorite Designers so we can tell you when new items have arrived
  • Add a Gift Card and keep track of any store credit on your account
  • Save your address and card details so you can shop even quicker next time
  • Manage your account details, address book and email preferences

To create an account, simply click on SIGN IN and then REGISTER NOW to fill in your details. The account password you create should be unique and kept secure, and you must notify NET‑A‑PORTER immediately of any breach of security or unauthorized use of your account.

Should you have any issues with your account or need any help in relation to it, then please do not hesitate to contact our Customer Care team. However, please note that we can only communicate with the named account holder in relation to any questions, changes or cancellation of an account.

Forgotten password

If you have forgotten your password, click here to change it or follow the FORGOTTEN PASSWORD instructions on the SIGN IN page. For security reasons we are unable to send your password via email.

Please refer to our Privacy Policy for information about how we use your data.

Eligibility to purchase

In order to make purchases on the Site you will be required to provide your personal details. In particular, you must provide your real name, phone number, e-mail address and other requested information as indicated. Furthermore, you will be required to provide payment details that you represent and warrant are both valid and correct and you confirm that you are the person referred to in the Billing information provided.

The Site is available only to individuals and others who meet the NET‑A‑PORTER terms of eligibility, who have been issued a valid credit/debit card by a bank acceptable to NET‑A‑PORTER, whose applications are acceptable to NET‑A‑PORTER and who have authorized NET‑A‑PORTER to process a charge or charges on their credit/debit card in the amount of the total purchase price for the merchandise which they purchase. Products purchased by the buyer are for personal or gift use and should not be re-sold, used for commercial purposes or any other commercial benefit. In addition, NET‑A‑PORTER reserves the right to restrict multiple quantities of an item being shipped to any one customer or postal address.

By making an offer to purchase merchandise you expressly authorize us to perform credit checks and where NET‑A‑PORTER feels necessary, to transmit or to obtain information (including any updated information) about you to or from third parties, including but not limited to your credit/debit card number or credit reports (including credit reports for your spouse if you reside in a community property jurisdiction), to authenticate your identity, to validate your credit/debit card, to obtain an initial credit/debit card authorization and to authorize individual purchase transactions.

Furthermore, you agree that we may use Personal Information provided by you in order to conduct appropriate anti fraud checks. Personal Information that you provide may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information.

Please refer to our Privacy Policy for further information about how we use your data.

Orders

All orders are subject to acceptance and availability, and items in your shopping basket are not reserved and may be purchased by other customers.

NET‑A‑PORTER offers products for sale that are in stock and available for dispatch from our distribution center. Occasionally however, we may be waiting for shipments from our designer suppliers. Consequently you may from time to time be given the possibility of making an Advance Payment for certain items in which case you are able to make an Advance Purchase. This will ensure that you receive this item in priority once designer stock has been delivered to NET‑A‑PORTER. NET‑A‑PORTER will only take Advance Purchase orders for stock that has been scheduled for delivery by a designer supplier. Your rights regarding Advance Purchase are the same as those for any other purchase at NET‑A‑PORTER. Alternatively, you may simply choose to register your email address for notification of arrival of the selected merchandise not held in stock.

Items received into stock may be pre-allocated to satisfy Advance Payment orders and customers making Advance Payments will receive items in priority to customers on the Waiting List or customers ordering through the Site for immediate delivery. Please be aware that we may be unable to deliver selected Advance Payment merchandise due to production problems or quality check issues identified when we receive an order into stock. In these circumstances we will notify you by email and refund the Advance Payment to your credit/debit card within thirty days of being advised that merchandise has become unavailable.

If you have registered your email address for notification of the arrival of a specific product featured on our Site, we will attempt to notify you by email within 48 hours of the product becoming available on the Site. Please be aware that on occasion certain products that are in particularly high demand will sell out during this period.

NET‑A‑PORTER will store a record of your transactions for a minimum of one year.

Pricing Policy

Prices shown on the Site are in GBP or Euros and are inclusive of VAT at the applicable rate unless you have selected an alternative country where VAT is not chargeable, as indicated in the top left hand corner of the Site.

All prices and offers remain valid as advertised from time to time. The GBP or Euros price of a product displayed on the Site at the time the order is accepted will be honored, except in cases of patent error.

From time to time, prices are subject to change in response to currency exchange rate changes,markdowns and other commercial factors.The price applicable to your order will be the price current at the time your order is accepted.

Customers purchasing from a country served as DDP will incur relevant import duty and tax. These costs are included in the final purchase price. Customers purchasing from a country served as DDU will be charged for the items purchased and shipping costs only. Import duty or tax costs will be invoiced to you directly from DHL or an import broker appointed by you. We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion.

If you are a customer whose credit/debit card is not denominated in Sterling or Euros, the final price will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction.

Regardless of your shopping destination and the currency you shop in, your purchase may be processed by one of our regional affiliate companies in which case your bank may charge you an international transaction fee. NET‑A‑PORTER is not responsible for any such fee or charge.  

Sale price adjustment policy

NET‑A‑PORTER is happy to offer a Sale Price Adjustment on items purchased up to 7 days prior to the commencement date of a sale. Please be aware that the exact style and size of an item must be available for purchase at the time your request is made before any adjustment in the sale price can be approved. All approved Sale Price Adjustments will be credited to your NET‑A‑PORTER account in the form of a store credit which will be valid for 12 months.

We are unable to offer price adjustment on items originally purchased in a sale or on any special promotion items that are temporarily reduced in price. Once an item has been purchased at a discounted sale price, no price adjustment will be offered should the item be further marked-down.

Acceptance of your order

Once you have made your choice and your order has been placed, you will receive an email acknowledging the details of your order. This email is NOT an acceptance of your order, just a confirmation that we have received it.

Unless you cancel your order, acceptance of your order and completion of the contract between you and NET‑A‑PORTER will be completed when we email you to confirm the goods have been dispatched. The sale contract is therefore concluded in London, England and the language of the contract is English. Neither our third party payment processor nor our nominated courier has the authority to accept an order on behalf of NET‑A‑PORTER.

We reserve the right not to accept your order in the event, for example, that we are unable to obtain authorization for payment, that shipping restrictions apply to a particular item, that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn, or that you do not meet the eligibility criteria set out within the TOS.

We may also refuse to process and therefore accept a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any merchandise from the Site whether or not that merchandise has been sold, removing, screening or editing any materials or content on the Site, refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

Whilst every effort is made to make sure details on our website are accurate, we may from time to time discover an error in the pricing of products. If we discover an error in the pricing of a product in your order, we will let you know as soon as possible. We shall be under no obligation to accept or fulfil an order for a product that was advertised at an incorrect price and reserve the right to cancel such an order that has been accepted or is in transit. If you order a product that is priced incorrectly for any reason, we will email or telephone you to inform you that we have not accepted your order and/or that the relevant part of your order has been cancelled. If you have already paid for the goods, we shall refund the full amount as soon as we are able. In the event that products are recalled in transit, we will process your refund once the products have been returned to us.

Payment

We accept Visa, MasterCard, American Express, Maestro and JCB cards, and any other methods which may be clearly advertised on the Site from time to time. You can also choose to pay with PayPal. When selecting this option at checkout, you will be directed to the PayPal site to 'Log In' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to NET‑A‑PORTER.COM. Payment will be debited and cleared from your account upon dispatch of your order by NET‑A‑PORTER. Payments for orders containing a pre-order item will be taken in and around 9 days after your order is placed. You confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to NET‑A‑PORTER, we will not be liable for any delay or non-delivery.

We take reasonable care to make our Site secure. All credit/debit card transactions on this site are processed using Datacash, a secure online payment gateway that encrypts your card details in a secure host environment. If you are a registered NET‑A‑PORTER user, we will securely store your credit/debit card details on our systems. These details will be fully encrypted and only used to process card transactions which you have initiated.

To help ensure that your shopping experience is safe, simple, and secure, NET‑A‑PORTER uses Secure Socket Layer (SSL) technology.

Furthermore, we take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the Site.

Gift Cards

The following terms and conditions apply to sale and use of Gift Cards sold on www.net-a-porter.com:

Buying a Gift Card

  1. If you are buying a virtual Gift Card for someone, then it will be e-mailed to the recipient once your order for the Gift Card has been processed and payment has been taken. A copy will also be sent to you as confirmation of dispatch.
  2. If you are buying a physical Gift Card for someone, then it will be posted to the recipient once your order for the Gift Card has been processed and payment has been taken. An email will be sent to you as confirmation of its dispatch. Please note that shipping charges will apply to physical Gift Cards and this will be applied at check out.
  3. We are not liable for any failure or incorrect delivery of a virtual or physical Gift Card due to you failing to provide the correct, current or complete information about the recipient. It is your sole responsibility to ensure the accuracy and completeness of the information you provide about the recipient.
  4. We are not responsible for any Gift Card that is lost, stolen, destroyed or used without permission.
  5. We reserve the right to cancel a Gift Card if we deem such action necessary.
  6. Promotion or discount codes cannot be applied to the purchase of a Gift Card, with the exception of free shipping codes which can be applied to physical Gift Cards orders, unless otherwise notified by us.

Using a Gift Card

  1. Gift Cards are valid for 12 months from the date of purchase.
  2. Gift Cards can be redeemed against all products either on www.net-a-porter.com, or via telephone by calling Customer Care at +44 330 022 5700, 24 hours a day, seven days a week.
  3. Gift Cards are non-transferable, can only be redeemed on www.net-a-porter.com and not on any other site owned or controlled by the THE NET‑A‑PORTER GROUP Limited or any of its affiliates.
  4. Gift Cards cannot be exchanged for cash or other products.
  5. If your order total is less than the value of the gift card, the remaining balance will be credited to your account as store credit and will be redeemed against subsequent orders. You may check your gift card balance online via your “My Account” page. If you do not have an account on www.net-a-porter.com, we will set up a temporary account for you to hold any remaining Gift Card balance as store credit which can then be redeemed against your next purchase on www.net-a-porter.com. In order to access this temporary account, you will need the email which you used when placing your order using the Gift Card, and then you will need to follow the “reset password” instructions to set a new password in order to access the account.
  6. If your order exceeds the value of the Gift Card and you have existing store credit on your account, this will automatically be redeemed to cover the remaining balance. Otherwise, if your order exceeds the value of the Gift Card and you do not have any existing store credit on your account, the remaining balance must be paid by credit or debit card.
  7. If you return products you have purchased using a gift card, the refund will be credited to your account as store credit and will be redeemed against subsequent orders. You may check your store credit balance online via your “My Account” page. If you do not have an account on www.net-a-porter.com, we will set up a temporary account and issue your refund as store credit which can then be redeemed against your next purchase on www.net-a-porter.com. In order to access this temporary account, you will need the email which you used when placing your order using the Gift Card, and then you will need to follow the “reset password” instructions to set a new password in order to access the account.
  8. All purchases made using a Gift Card will be subject to the terms and conditions on www.net-a-porter.com which can be found here: https://www.net-a-porter.com/Help/TermsandConditions
  9. We reserve the right to amend these terms and conditions at any time.
  10. Please refer to our privacy policy for more information on how we process personal data in respect of Gift Cards.
  11. These terms and conditions are governed by, and construed in accordance with the laws of England and Wales and any dispute (including non-contractual disputes) arising out of this agreement shall be subject to the exclusive jurisdiction of the courts of England.

Gift Cards

Gift Cards are no longer available to purchase. For assistance with redeeming an existing gift card, please contact Customer Care on +44 800 044 5700

Promotion Codes

Promotion codes are non-transferable and there is no cash alternative. Furthermore, they cannot be used in conjunction with any other promotion code or offers, and must be redeemed by the date published, if provided.

Insurance and delivery

You will own the goods on and from the later of the point in time when: (a) we receive payment in full, or (b) we deliver the goods to you.

NET‑A‑PORTER insures each purchase during the time it is in transit until it is delivered to your specified delivery address. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfillment by NET‑A‑PORTER, and transfer of responsibility in the same way. The goods are your responsibility from the time we deliver them to the address you gave us.

DHL can deliver to certain destinations without collecting a signature. If this option applies to your delivery address, you can update your preference on the shipping page at checkout before proceeding to purchase. Please note, that if no signature is collected, you agree to our terms and conditions and, confirm that NET‑A‑PORTER can leave your package(s) outside the premises at the shipping address provided by you without obtaining a signature for proof of delivery and take full responsibility for any loss or damage that may occur. On occasion, DHL may refuse to deliver your order if they are of the opinion that the shipping address is considered to be unsafe.

Please note that we aim to dispatch all orders within 24 hours, or 48 hours during sale periods. Delivery times appearing on the site are estimates and are to be used as a guide only and commence from the date of dispatch. In any event, we will deliver the goods to you within 30 days of the day on which we accept your order. NET‑A‑PORTER is not responsible for any delays caused by destination customs clearance processes.

If delivery is delayed by any event outside of our control, we will contact you as soon as possible to let you know and we will take steps to minimize the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to cancel your order and we will give you a refund for any goods you have paid for but not received.

Returns and exchanges

CANCELLING YOUR ORDER UNDER THE CONSUMER CONTRACTS ( INFORMATION, CANCELLATION AND ADDITIONAL CHARGES) REGULATIONS 2013

If you are based in the EU under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (ICACRs), you have the right to cancel your order with us provided you give us written notice.

Right to Cancel under the ICACRs

You have the right to cancel your order within 14 days without giving any reason.

The cancellation period will expire 14 days from the day after the day on which you (or someone you nominate, other than a carrier) receives the last of the goods.

To exercise the right to cancel, you must inform us by letter to: Notice of Contract Cancellation, Customer Care Department, NET‑A‑PORTER DC1, Unit 3, Charlton Gate Business Park, Anchor and Hope Lane, London SE7 7RU, or by email to: customercare@net-a-porter.com. You may also use the cancellation form, but it is not obligatory.

For orders cancelled under the ICACRs, we will issue you with a full refund including the shipping cost paid by you. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make reimbursement without undue delay, and not later than:(i) 14 days after the day we receive back from you any of the goods supplied; or (ii)(if earlier) 14 days after the day you provide us with evidence that the good have been returned; or (iii) if no goods were supplied, 14 days after the day on which we are informed about your cancellation.

We will make reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the re-imbursement.

In the event that we have sent goods to you and you have cancelled your order, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent the goods back, whichever is the earliest. If we do not receive the goods back, we may arrange to have them collected from you at your cost.

You shall return cancelled orders to: NET‑A‑PORTER DC1, Unit 3, Charlton Gate Business Park, Anchor and Hope Lane, London SE7 7RU, without undue delay and in any event not later than 14 days from day on which you communicate your cancellation of the contract to us. The deadline is met if you send the goods before the period of 14 days has expired.

You will have to bear the cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling, other than what is necessary to establish the nature, characteristics and functioning of the goods.

Please note you may only use your right to cancel the order under the ICACRs if you give us formal written notice of cancellation any time after your order has been placed, up until 14 calendar days from the day after you receive your order, by email or post as described above.

Our FREE COLLECTIONS SERVICE (see below) is not available for orders cancelled under the ICACRs.

RETURNS AND EXCHANGES USING OUR FREE COLLECTION SERVICE

As an alternative to using your rights under the ICACRs, you may prefer to return or exchange items using our free returns and exchanges collection service. You must request your exchange or return and send your unwanted items back to us within 28 days for a refund of the value of the item only, or an exchange on the same item in a different size, based on stock availability. If you wish to exchange your item for an alternative product, we suggest that you return it for a store credit and purchase the new item separately.

Please refer to our Exchanges & Returns policy for further information.

Shipping is complementary on the replacement item, but exchanges made to destinations outside of the EU will be processed for customs clearance and therefore any relevant import duty and tax charges will apply. See costs for Shipping and Returns.

Please note our free collection service is not available for orders cancelled under the ICACRs.

Please click here for details of our Exchanges & Returns policy, which is part of these Terms and Conditions.

Non-NET‑A‑PORTER Returns

Please be aware that we will not be held responsible for any items that are returned to us which were not purchased from NET‑A‑PORTER. This includes personal items as well as items which may have been purchased from other third party companies. Whilst we will make reasonable efforts to try and locate the owner of any such items, it is your responsibility to contact Customer Care as soon as possible in order to arrange their return to you. In such circumstances, we will charge you an additional cost for returning these items. Please note that we will only ever be able to return the items to you directly, and not to any third party or company. Certain items (such as passports, driving licences and bank cards) will always be sent to the relevant authority, bank or government agency directly and you should report any loss of these items to the appropriate office immediately.

We will keep non-NET‑A‑PORTER items for up to one month, however we reserve the right to dispose of them as we deem fit after this time (which may include donating such items to a charity of our choice). Any hazardous or flammable products, as well as items of little monetary value (e.g. pens, glasses, keys) will be disposed of immediately.

Intellectual property rights

Your use of the Site and its contents grants no rights to you in relation to any copyright, designs, trademarks and all other intellectual property and material rights relating to the Content (as described in the Content section below), including NET‑A‑PORTER Software and all HTML and other code contained in this Site. All such Content including third party trademarks, designs, and related intellectual property rights mentioned or displayed on this Site are protected by national intellectual property and other laws and international treaty provisions. You are permitted to use the Content only as expressly authorized by NET‑A‑PORTER and/or its third party licensors. Any reproduction or redistribution of the above listed Content is prohibited and may result in civil and criminal penalties. Without limiting the foregoing, copying and use of the above listed materials to any other server, location or support for publication, reproduction or distribution is expressly prohibited. However, you are permitted to make one copy for the purposes of viewing Content for your own personal use.

Content

In addition to the Intellectual property rights mentioned above, "Content" is defined as any graphics, photographs, including all image rights, sounds, music, video, audio or text on this Site. NET‑A‑PORTER tries to ensure that the information on this site is accurate and complete. NET‑A‑PORTER does not promise that NET‑A‑PORTER's Content is accurate or error-free. NET‑A‑PORTER does not promise that the functional aspects of the Site or NET‑A‑PORTER's Content will be error free or that this Site, NET‑A‑PORTER Content or the server that makes it available are free of viruses or other harmful components. We always recommend that all users of the Internet ensure they have up to date virus checking software installed.

Opinions expressed on NET‑A‑PORTER TV are the personal opinions of the authors and do not reflect the views of NET‑A‑PORTER. By posting you agree to be solely responsible for the content of all information you contribute. You also grant to NET‑A‑PORTER a right to use any content you provide for its own purposes including republication in any form or media. Comments may be moderated and may take up to72 hrs to be displayed but NET‑A‑PORTER does not commit to checking all content and will not be liable for third party posts. If you have a complaint about any posts please mail comments@net-a-porter.com . NET‑A‑PORTER reserves the right at its sole discretion not to publish or to remove any comment including those that it believes may be unlawful, defamatory, racist or libelous, incite hatred or violence, detrimental to people, institutions, religions or to people's privacy, which may cause harm to minors, is detrimental to the trade marks, patents and copyrighted content, contains personal data, improperly uses the medium for promoting and advertising businesses. This site is available to the public, information you consider confidential should not be posted to this site.

The personal opinions of the designers and labels whose products we sell, or any third parties with whom we are associated are their own and do not necessarily reflect the views of NET‑A‑PORTER and we accept no responsibility for any such views expressed in any media.

No commercial use

This Site is for your personal non-commercial use only. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, commercially exploit, create derivative works from, transfer, data mine or sell any Content, software, products, or services contained within this Site. You may not use this Site, or any of its Content, to further any commercial purpose, including any advertising or advertising revenue generation activity on your own Site.

Your activity

You agree that you will be personally responsible for your use of this Site and for all of your communication and activity on and pursuant to this Site. If we determine that you are or have been engaged in prohibited activities, were not respectful of other users, or otherwise violated the TOS, we may deny you access to this Site on a temporary or permanent basis.

Third party

We may include hyperlinks on this Site to other websites or resources operated by parties other than NET‑A‑PORTER, including advertisers. NET‑A‑PORTER has not reviewed all of the sites linked to its Web Site and is not responsible for the content or accuracy of any off-site pages nor are we responsible for the availability of such external websites or resources, and do not endorse and are not responsible or liable, directly or indirectly, for the privacy practices or the content of such websites, including (without limitation) any advertising, products or other materials or services on or available from such websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such content, goods or services available on such external websites or resources.

Your rights

You have certain rights under the law. In England these include: 1. That any products you order through this Site will be of satisfactory quality, fit for their intended purpose, and will conform to any description given on this Site; 1. Certain remedies if a product is defective; and 1. A right to cancel any order for a product within 14 days after the date of receipt of the product and receive a full refund even if it is not defective (see Cancelling your order above).

Nothing in the TOS is intended to affect these rights. For more information about your rights contact your local Citizens Advice Bureau or Trading Standards Bureau.

Limits on our liability

We accept liability for death and personal injury arising from our negligence or that of our employees and agents. We do not seek to exclude our liability for fraudulent misrepresentation by us or our employees or agents.

Nothing in this Agreement is intended to affect your rights under the law (see "Your Rights" above).

If NET‑A‑PORTER fail to comply with the TOS, we are responsible for loss or damage you suffer as a foreseeable result of us breaching the TOS. Loss or damage is foreseeable if it is obvious that it will happen or if, at the time the contract is made, both you and NET‑A‑PORTER knew it might happen, for example, if you discussed it with us during the sales process. We will only be liable for loss or damage up to 150% of the total value of goods purchased.

We are not responsible for losses not caused by our breach or negligence, indirect losses which are a side effect of the main loss or damage and which are not reasonably foreseeable by you and us (for example, loss of profits or loss of opportunity).

We are also not responsible for failure to meet any of our obligations under the TOS where such failure is due to events beyond our reasonable control.

Compensation

At our request, you agree to compensate us fully, defend us, and hold us NET‑A‑PORTER harmless immediately on demand, its officers, directors, agents, affiliates, licensors, and suppliers, from and against all liabilities, claims, expenses, damages and losses, including legal fees, arising from any breach of the TOS by you, including the use by any other persons accessing this Site using your Internet account caused by your action or inaction.

Our relationship

You acknowledge and agree that no joint venture, partnership, employment, or agency relationship exists between you and NET‑A‑PORTER as a result of the TOS or your use of this Site. You agree that you may not and will not hold yourself out as a representative, agent, or employee of NET‑A‑PORTER, and we shall not be liable for any representation, act, or omission on your part.

No waiver

If you breach the TOS and we take no action against you, we will still be entitled to use our rights and remedies in any other situation where you breach the TOS.

Complaints and Governing law

If you have a complaint about us email customercare@net-a-porter.com giving full details including date of purchase and order reference number where applicable and your full name and address and contact details. The TOS together with all our policies and procedures will be governed by and construed in accordance to the English law and the relevant courts of England and Wales will have exclusive jurisdiction.

If there’s a dispute that we have been unable to resolve with you directly, EU resident customers can find more information about alternative dispute resolution via the European Online Dispute Resolution platform (https://ec.europa.eu/consumers/odr). For more information, please contact our Customer Care team.

UAE, Saudi Arabia, Oman, Bahrain, Kuwait and Qatar

If you have a complaint about us email customercare@net-a-porter.com giving full details including date of purchase and order reference number where applicable and your full name and address and contact details. The TOS together with all our policies and procedures will be governed by and construed in accordance to the United Arab Emirates law and in particular by Federal Law 24 of 2006 on the Consumer Protection and its implementing regulations. In the event of a dispute between NET‑A‑PORTER and you arising from the TOS, the relevant courts of the Emirate of Dubai will have exclusive jurisdiction.

Subscription Terms and Conditions

We may use third parties to prepare, publish and distribute PORTER magazine. If you previously had a paid subscription to PORTER magazine or bought one as a gift, we will send any future publications to the original address provided unless we are told otherwise.

To find out more about how we use your data, view our Privacy Policy.

For more information or to ask about recent changes to PORTER magazine, refer to our frequently asked questions or email subscription@porter.com.

First Time App Purchase

Use promo code LOVEAPP to get 10% off your first NET‑A‑PORTER order placed via the NET‑A‑PORTER App, subject to these T&Cs:

  • This promotion is run by THE NET‑A‑PORTER GROUP LIMITED trading as “NET‑A‑PORTER”;
  • To redeem this offer, enter the promo code at checkout on your first order from NET‑A‑PORTER via the App;
  • This offer is available on eligible orders placed via the NET‑A‑PORTER App from 0:01 am GMT on 5 February 2020 and will expire once you have placed your first NET‑A‑PORTER order;
  • The promo code only applies to first time orders via the App with no minimum spend. Brand and product restrictions apply, please see a full list here: View full list of exclusions;
  • This promo code may only be used once per person and cannot be combined with any other promotion, discount, offer, code, certificate, or coupon (including the purchase of gift cards);
  • This offer is non-transferable, non-exchangeable and no cash alternative is offered
  • NET‑A‑PORTER reserves the right at our discretion to revoke, suspend, cancel and/or amend the offer and these T&Cs at any time and without notice
  • In the event of a dispute regarding this promotion, the decision of NET‑A‑PORTER is final and no correspondence or discussion shall be entered into
  • For more information on how NET‑A‑PORTER uses your personal data, including for the purposes of administering this promotion, please refer to our Privacy Policy

Need help? Email customercare@net-a-porter.com or call +44 330 022 5700 (UK or internationally).

First Purchase 10% off

Use promo code FIRST10 to get 10% off your first NET‑A‑PORTER order, subject to these T&Cs:

  • This promotion is run by THE NET‑A‑PORTER GROUP LIMITED trading as “NET‑A‑PORTER”;
  • To redeem this offer, enter the promo code at checkout on your first order from NET‑A‑PORTER
  • This offer is available on eligible orders placed from 17:00 pm BST on 18th September 2020 and will expire once you have placed your first NET‑A‑PORTER order
  • The promo code only applies to first time orders with no minimum spend. Brand and product restrictions apply, please see a full list here: View full list of exclusions
  • This promo code may only be used once per person and cannot be combined with any other promotion, discount, offer, code, certificate, or coupon (including the purchase of gift cards)
  • This offer is non-transferable, non-exchangeable and no cash alternative is offered
  • NET‑A‑PORTER reserves the right at our discretion to revoke, suspend, cancel and/or amend the offer and these T&Cs at any time and without notice
  • In the event of a dispute regarding this promotion, the decision of NET‑A‑PORTER is final and no correspondence or discussion shall be entered into
  • For more information on how NET‑A‑PORTER uses your personal data, including for the purposes of administering this promotion, please refer to our Privacy Policy.

Need help? Email customercare@net-a-porter.com or call 0800 044 5700 (UK) or +44 330 022 5700 (from a mobile or internationally).

Second Purchase Discount

Use your promo code to get 10% off your second NET‑A‑PORTER order, subject to these terms and conditions (“T&Cs):

  • This promotion is run by THE NET‑A‑PORTER GROUP LIMITED trading as “NET‑A‑PORTER”
  • To redeem this offer, enter the promo code at checkout on your second order from NET‑A‑PORTER.
  • This promo code is activated for eligible orders from the moment you receive the promo code and will expire once you have placed your second NET‑A‑PORTER order
  • The promo code only applies to second orders with no minimum spend. Brand and product restrictions apply (including but not limited to Balenciaga, Valentino, fine jewellery and watches. View full list of exclusions)
  • This promo code may only be used once per person and cannot be combined with any other promotion, discount, offer, code, certificate, or coupon (including sale / reduced items, gift cards and store credit)
  • Customers who redeemed the “First Time Shopper” promotion on NET‑A‑PORTER are not eligible for this promotion
  • NET‑A‑PORTER reserves the right to revoke, cancel and/or amend the offer and these T&Cs at any time and without notice
  • For more information on how NET‑A‑PORTER uses your personal data, including for the purposes of administering this promotion, please refer to our Privacy Policy

Need help? Email customercare@net-a-porter.com or call 0800 044 5700 (UK) or +44 330 022 5700 (from a mobile or internationally).

Black Friday Promotion

Enjoy up to 50% off selected items on NET‑A‑PORTER, subject to these Terms and Conditions (“T&Cs”).

  • This promotion is run by THE NET‑A‑PORTER GROUP LIMITED trading as “NET‑A‑PORTER”
  • This promotion applies to a limited selection of items found here: https://www.net-a-porter.com/shop/seasonal-edit
  • You must be logged in to your NET‑A‑PORTER account and the discount will be applied automatically at the checkout
  • This offer is available on eligible orders placed from 00:01 GMT on 22 November 2020, up to and including 23:59 GMT on 30 November 2020
  • This promotion cannot be combined with any other promotion, discount, offer, code, certificate, or coupon (including SALE and the purchase of gift cards)
  • This offer is non-transferable, non-exchangeable and no cash alternative is offered.
  • NET‑A‑PORTER reserves the right at our discretion to revoke, suspend, cancel and/or amend the offer and these T&Cs at any time and without notice
  • In the event of a dispute regarding this promotion, the decision of NET‑A‑PORTER is final and no correspondence or discussion shall be entered into
  • For more information on how NET‑A‑PORTER uses your personal data, including for the purposes of administering this promotion, please refer to our Privacy Policy.

Need help? Email customercare@net-a-porter.com or call +44 800 044 5700

Beauty Promotion

Enjoy 15% off selected beauty products on NET‑A‑PORTER, subject to these Terms and Conditions (“T&Cs”).

  • This promotion is run by THE NET‑A‑PORTER GROUP LIMITED trading as “NET‑A‑PORTER”
  • This promotion applies to a limited selection of full price beauty products only, found here: https://www.net-a-porter.com/shop/seasonal-edit/all-beauty
  • You must be logged in to your NET‑A‑PORTER account and the discount will be applied automatically at the checkout.
  • This offer is available on eligible orders placed from 00:01 GMT on 25 November 2020, up to and including 23:59 GMT on 30 November 2020. Please note equivalent local time(s) apply
  • This promotion cannot be combined with any other promotion, discount, offer, code, certificate, or coupon (including SALE and the purchase of gift cards)
  • This offer is non-transferable, non-exchangeable and no cash alternative is offered
  • NET‑A‑PORTER reserves the right at our discretion to revoke, suspend, cancel and/or amend the offer and these T&Cs at any time and without notice
  • In the event of a dispute regarding this promotion, the decision of NET‑A‑PORTER is final and no correspondence or discussion shall be entered into
  • For more information on how NET‑A‑PORTER uses your personal data, including for the purposes of administering this promotion, please refer to our Privacy Policy.

Need help? Email customercare@net-a-porter.com or call +44 800 044 5700

NET-A-PORTER Holiday Campaign Golden Ticket Promotion

  1. These terms and conditions (the “Rules”) apply to the ‘Golden Ticket’ promotion (as further described below) (the “Promotion”), which is being promoted and run by THE NET‑A‑PORTER GROUP LIMITED trading as NET‑A‑PORTER (Company Number 3820604) of 1 The Village Offices, Westfield London, Ariel Way, London, W12 7GF, and its regional affiliate companies YNAP CORPORATION, THE NET‑A‑PORTER GROUP ASIA PACIFIC LIMITED and YNAP MIDDLE EAST GENERAL TRADING LLC (the “Promoter”).
  2. By participating in the Promotion and placing an order on the Promoter’s website www.net-a-porter.com (the “Site”) during the Promotion Period (as defined below), participants agree to be bound by these Rules.
  3. The Promotion will apply to orders placed by customers on the Site and shipped by the Promoter between 08:00 GMT on 1 December 2020 (the “Opening Date”) up to and including 12:00 GMT on 24 December 2020 (the “Closing Date”) (the “Promotion Period”). Orders placed during the Promotion Period will be automatically entered into the Promotion. Orders placed outside of the Promotion Period will not be eligible to participate in the Promotion.
  4. Employees of the Promoter and their families, as well as Promoters’ Personal Shopping Affiliates and any agents or third parties associated with the administration of the Promotion are not eligible to participate in the Promotion. The Promoter reserves the right to refuse entry, or to refuse to award or fulfil a Prize or any part of it (as defined below), to anyone in breach of these Rules or who is not eligible to participate in the Promotion.

Prizes

  1. The Promoter will randomly place thirty (30) Golden Tickets into a total of thirty (30) orders placed on the Site and shipped during the Promotion Period (each, a “Winning Ticket”). The recipient of a Winning Ticket (each, a “Winner”) will be eligible for the Prize (as defined below). There will be ten (10) Winners in each of the Promoter’s three shipping regions: (1) the Americas, (2) Asia Pacific and (3) Europe, the Middle East and rest of the world (the “Shipping Regions”).
  2. Subject to clause 12, each Winner will receive: A. Two hundred- and fifty-pounds sterling (£250 GBP) to spend on the Site; and B. Two hundred- and fifty-pounds sterling (£250 GBP) for a friend of their choice (the “Nominated Friend”) to spend on the Site (the “Prize”).
  3. The Prize is provided by the Promoter and/or its regional affiliate(s) YNAP CORPORATION, THE NET‑A‑PORTER GROUP ASIA PACIFIC LIMITED or YNAP MIDDLE EAST GENERAL TRADING LLC, depending on your Shipping Region.
  4. The Prize shall be applied as store credit and may be spent on items listed on the Site at their retail price and any associated delivery costs (in relation to both, inclusive of VAT (where applicable) or plus any other sales tax and/or customs duties where included in the total order price).
  5. There will be 30 (thirty) Winners in total. Customers may place multiple eligible orders during the Promotion Period. Each Prize is personal to the Winner and is for private (not commercial) use. How to Claim Your Prize
  6. If you receive a Winning Ticket in your order, contact our Customer Care team at customercare@net-a-porter.com with subject line ‘Holiday Golden Ticket Winner’ along with your name, the name of your Nominated Friend and the unique serial number on your Winning Ticket to claim your Prize.
  7. If a Winner has not claimed their Prize by 31 January 2021 then they will forfeit the Prize.
  8. Our Customer Care team will apply the Prize to the Winner’s and their Nominated Friend’s Site accounts in their local currency, which for the avoidance of doubt are limited to HKD, USD and EUR. If an alternative currency to GBP is applied, the Promoter will calculate the Prize amount using the exchange rate selected by the Promoter from time to time.
  9. If the Nominated Friend does not have an existing Site account, they will be required to create a Site account in order to receive the Prize. Upon request, our Customer Care team can assist the Nominated Friend in setting up a Site account.
  10. Orders for item(s) as part of each Prize are subject to the Promoter’s standard Terms and Conditions of sale and can be exchanged or returned in accordance with the Promoter’s returns policy. Otherwise, the Prizes are non-transferable, non-exchangeable and no cash alternative is offered. General
  11. The Promoter does not accept any responsibility for any damage, loss, injury or disappointment suffered howsoever arising from the Promotion or the Prize(s), whether due to any errors or omissions or other cause by the Promoter, its employees, agents or others to the fullest extent permitted by law. Nothing shall exclude the Promoter’s liability for death or personal injury as a result of its negligence. The Promoter will not be liable for its inability to contact a Winner or Nominated Friend to deliver the Prize as a result of any mistakes or errors in the information provided by a Winner. A Winner’s or Nominated Friend’s statutory rights are not affected.
  12. Winners may be asked to participate in publicity related to the Promotion, and consent to be identified as a Winner if required.
  13. Any personal information provided to the Promoter by the Winner may be held and used only by the Promoter for the purposes of administering the Promotion (including identifying the Winners where necessary) and fulfilling and delivering the Prize to the Winners and Nominated Friend. By supplying personal information to the Promoter about the Nominated Friend, the Winner warrants that it has obtained the Nominated Friend’s informed consent to supply such personal information to the Promoter. For details as to how the Promoter may use personal data, please see our Privacy Policy on the Site.
  14. The Promoter reserves the right to hold void, cancel, suspend, or amend the Promotion without prior notice.
  15. In the event of any dispute regarding these Rules and all other matters relating to the Promotion, the decision of the Promoter shall be final, and no correspondence or discussion shall be entered into.
  16. Customers can contact the Promoter in relation to the Promotion by writing to: NET‑A‑PORTER Personal Shopping Team, THE NET‑A‑PORTER GROUP LIMITED, 1 The Village Offices Westfield, Ariel Way, London W12 7GF.
  17. The Promotion and these Rules shall be governed by English law, and the parties submit to the exclusive jurisdiction of the English courts.