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Customer Care

Frequently Asked Questions

Customer Care

Frequently Asked Questions

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Call us on +1 877 678 9627

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

Can I still shop?

We are open again for orders, and you may shop as you would normally.

Why are there delays?

Although we’re back up and running, your order or return may take slightly longer to process.

Stay tuned for an email update when your purchase is on its way. We will also notify you when your refund has been issued.

Can I return?

We are accepting returns at our distribution center. Simply arrange a collection with our courier and return your purchase as usual.

Is it safe to shop?

The health and safety of colleagues and the wider community has always been our first priority. Over the past few weeks, we have been working hard to build on the many existing safety measures in our distribution center. We have enhanced these even further to safeguard teams, going above and beyond government guidelines to maximize protection.

In agreement with our logistics partner and colleagues, as well as on the advice of the relevant health authorities, we have welcomed back a reduced number of staff, and will be keeping the situation under constant review as the team progressively expands in stages.

The logistics teams will benefit from the following advanced health-and-safety measures, newly introduced to safeguard them as we reopen:

These newly adopted practices are in place to prioritize the health of our colleagues and our customers as we gradually restore our full service.

  • 6ft 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.
  • Reduction in the number of people working on every shift, to maximise social distancing. A phased approach will be implemented, inviting staff back gradually and safely.

Why did you temporarily close your distribution centers?

The YOOX NET‑A‑PORTER GROUP voluntarily suspended activities in the majority of its global distribution centers. We did this for the health and wellbeing of our customers and community, which will always be our first priority. During this period, we have been investing in alternative ways to serve our customers, while implementing enhanced safety measures to protect our staff, so we are able to reopen gradually, carefully and responsibly.

What does this mean for me?

We are here to support and serve our customers in the best way we can through this period, while always protecting the health and wellbeing of our colleagues and community. We are in regular contact with our customers to let them know how we are doing this and the changes we are making. At this time, customers are able to continue shopping with us, but we are letting them know deliveries may take a little longer to arrive than usual.

When will you be back to business as usual

We are keeping the situation under constant review. We are doing all we can to resume business as usual, while at the same time upholding our first priority, which is ensuring the health and wellbeing of our customers and community.

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:

  • 6ft 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.
  • A phased approach will be implemented, inviting staff back carefully and gradually.

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.

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?

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.

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.