38864
Customer Care

Exchanges and Returns

38864
Customer Care

Exchanges and Returns

38864
Customer Care

Exchanges and Returns

Holiday Return Policy

All orders placed and delivered between November 14, 2022 and December 12, 2022 can be exchanged or returned for a refund until January 8, 2023. Orders delivered after December 12, 2022 follow the ordinary return policy of 28 days.

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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 here, or, if you are a registered user, by logging 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 or color?

There’s no cost to exchange your purchase, although if you’re based outside the US, 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, you have 28 days from the date you received your order. Please follow the below steps:  

  1. Create your exchange or return here. If you are a registered user, by logging in your NET‑A‑PORTER account 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. If you no longer have this, you can find a replacement PDF copy attached to your Dispatch Email. Make sure you leave your package open so the contents can be checked.
  5. Book a free collection with UPS by calling 1 800 823 7459 and quoting our account number found in your returns email. You can also drop off  your purchase at your local UPS store.

Puerto Rico Returns

If you're returning an order from Puerto Rico, please follow the instructions in the email you received after creating your return.

NET‑A‑PORTER Premier

If you placed an order using our NET‑A‑PORTER Premier service, you will be contacted within 24 hours to arrange a collection.

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 DC2, 725 Darlington Avenue, Mahwah, NJ 07430, USA

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.  If you paid for your order in store credit and another payment method and received your order in a single shipment, if you decide to make a return, we will refund the amount as it was charged. 

If you paid for your order in store credit and another payment method and received your order in multiple shipments, if you decide to make a return, we cannot guarantee that we will refund the amount as it was charged: please check the refund confirmation email and contact us should you have any questions. 

Refund time frame may vary depending on the payment method and processing times between payment providers:

Credit Card: Our bank will credit your account within 10 working days of receipt of your items

PayPal: Your refund will be visible in your PayPal account within 24 hours of your refund email being sent

Store Credit: The reimbursed sum will be available in your account within 24 hours of your refund email being sent

Your shipping costs will be excluded unless the item is faulty. 

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.

Our policy

All products must be returned in a new and unused state, in perfect condition, with all protective materials in place and the NET‑A‑PORTER and designer tags attached to them (if applicable). This includes all packaging, accessories and authenticity cards/dust bags. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.

For example, we may make a reduction in the following circumstances:

  • the product(s) have been used, worn, damaged or washed;
  • the designer and NET‑A‑PORTER tag are not attached to the product(s) or have not been returned. Please note that the NET‑A‑PORTER and designer tags constitute an integral part of each product; and/or
  • you have not returned any packaging which is considered an integral part of a product (such as a dust bag).

You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense.

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 NET‑A‑PORTER/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. Watch bracelets that have been adjusted at your request must be returned with the exact same number of links as in the original delivery package.

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.

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.

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.

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.