Customer Care

Frequently Asked Questions

Customer Care

Frequently Asked Questions

Customer Care

Frequently Asked Questions

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.

NET‑A‑PORTER Premier

Orders will be delivered in our chic NET‑A‑PORTER black carrier bags. Alternatively, you can opt for 'discreet packaging' and your purchases will arrive in an unbranded recycled paper brown bag.

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.

Where do you ship my order from?

We ship all orders from our US and Italian locations. You will be notified in the order confirmation email if a part of your order might be shipped from Italy and you will receive one or more emails containing your tracking number once each package has left us.

For items coming from Italy, no additional taxes and duties will be charged. 

When will my credit card be charged?

As soon as you complete your order, authorization for the necessary payment will be requested automatically to verify the validity of the credit card and availability of funds; however, the card is not charged at this time. The actual payment occurs when the order is dispatched, at which point you will receive a notification email.

If your order contains items that are shipped from our US and Italian locations, your card will be charged when each package is dispatched. In this case, you may see multiple payments corresponding to the same order and payment authorization.

If you have any queries about a possible refund, please consult our Receiving a refund FAQ. 

How can I exchange or return an item?

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

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

Can I return items marked as final sale?

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

During our sale, any other products marked as ‘Final Sale’ cannot be returned or exchanged. For more information, please consult our Terms and Conditions.

For all other items, our usual Return Policy applies.

Do you offer price adjustments on sale items?

We offer a price adjustment on items purchased up to seven days prior to the start of a sale. Please be aware that the exact style and size must be available for purchase at the time your request is made before any adjustment in the price can be approved.

All approved price changes will be credited to your NET‑A‑PORTER account as store credit. This will be automatically deducted at checkout when you next place an order.

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.

What do I do if I think an item that I purchased from your site is faulty?

Simply email customercare@net-a-porter.com and we’ll look into this for you.  When you get in touch with us, please provide your order number and photographs of your item. Please be aware that items which have been damaged as a result of normal wear and tear, by accident, or your own misuse, will not be considered faulty. This does not affect your statutory rights.

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.

Where can I find your Care and Repair partners?

London

Blanc is a sustainable, tech-powered company that offers a non-toxic alternative to conventional dry cleaning, alongside alterations and more aftercare services

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