Frequently Asked Questions
Do I need to set up an account to place an order?
- Track your orders and review past purchases
- Request a return or exchange directly from your account
- Add sold out items and products you love to your Wish List
- Preview our new collections and register your interest for your favorite pieces through our seasonal Lookbook
- Save your address and card details so you can shop even quicker next time
You can shop at NET-A-PORTER without creating an account.
However, register with us and you'll be able to enjoy the following benefits
Is my personal information kept private?
I've forgotten my password - What should I do?
To re-set your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via email.
What payment methods does NET-A-PORTER accept and is it safe to use my credit card online?
We accept Visa, MasterCard, American Express, Maestro and JCB cards. You can also choose to pay with PayPal. All payments are processed through a secure checkout system provided by Datacash Ltd.
First-time orders must also be sent to the cardholder's billing address or work address. This process is not only for your security but so we can verify your details independently. To ensure that you don't experience any delays to your order, please make sure all your details are entered correctly.
If you would prefer to place an order by telephone, you can call Customer Care on 0800 044 5700 (UK) or +44 330 022 5700 (from a mobile or internationally), 24 hours a day, seven days a week.
How can I choose the currency I pay in?
You are currently viewing the INTERNATIONAL version of our website.
If you are shipping to Europe, your order will be charged in Euros. For all other destinations, you will be billed in British Pounds.
To change the currency, select the country link at the top left hand side of the screen, followed by your location from the drop down list.
WHICH DESTINATIONS DOES NET-A-PORTER SHIP TO?
NET-A-PORTER delivers to 170 locations worldwide, as listed below:
Do you ship to PO boxes and freight forwarding addresses?
Please note that we are unable to deliver to Post Office boxes, apart from in the following countries: Bahrain, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia and the United Arab Emirates. We do not deliver to forwarding addresses, which includes Aramex addresses.
How long does delivery take, and how much will it cost?
For information on delivery and shipping charges to your destination, view our Shipping options
Do you offer same day delivery in London?
If you live in London, you can enjoy flexible delivery options with our NET-A-PORTER Premier service.
Place your before 10am for delivery between 10am-6pm (seven days a week), or by 2pm to receive your purchases between 6pm-9pm (Monday to Friday).
You can also select a nominated day for delivery up to seven days in advance. To find out if NET-A-PORTER Premier delivers to your postcode, refer to our UK Delivery Times and Costs
Is my package insured and do I need to sign for my order?
All your purchases are insured against theft and accidental damage whilst in transit from NET-A-PORTER to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered. To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery.
We 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 before proceeding to purchase. If you choose to waive the signature, you accept our terms and conditions and take responsibility for any loss or damage that may occur.
How much duties and taxes will I have to pay?
Taxes and duties are calculated according to your shipping destination. To ensure that the most accurate pricing, taxes and delivery costs are displayed, please click on the link at the top of our website and select your country from the list of shipping destinations. The total on the order summary page will then show you a breakdown of the costs.
Most countries are shipped on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties are included in the final purchase price.
Whereas when a DDU (Delivery Duty Unpaid) destination is selected, the product prices displayed are exclusive of all taxes and duties, as well as UK VAT. So once your order arrives at its destination you will be required to pay all import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs.
View our shipping information in more detail.
Does NET-A-PORTER ship to multiple addresses?
We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.
Why are some items marked as final sale?
- Fragrance, nail polish and aerosols cannot be returned or exchanged to due to transport restrictions.
Why are shipping restrictions applied to some items?
Due to international trading agreements and regulations, NET-A-PORTER must adhere to particular shipping restrictions.
As a result, we are unable to send exotic skins outside of the EU, and orders containing jewelry cannot be dispatched to Russia or China. In addition, some beauty products and items manufactured in China cannot be shipped to certain countries.
We are also unable to ship pressurised or flammable items by air at this time. Orders containing fragrance, nail and aerosol products must be delivered via our standard shipping option or our NET-A-PORTER Premier service (available in London). As we cannot deliver to certain postcodes, we suggest that you select a different shipping destination. Alternatively, you can contact our customer care team at +44 330 022 5705 to help you choose some other products you may wish to try.
If you add a product to your shopping bag that we are unable to ship to your country, you will be prompted to remove it. Alternatively, you can change your shipping address to a different destination where these restrictions do not apply.
For more information, please read our Shipping information.
Can I change or amend my order once it has been placed?
Before your purchases have been prepared for dispatch we can cancel an item, change the size or edit your billing and shipping details.
However, we are unable to combine orders or add pieces to an existing order once it has been placed.
If you need to make any amendments, please call customer care on 0800 044 5700 (UK) or +44 330 022 5700 (from a mobile or internationally) for assistance.
How can I track my order?
Once your order has been dispatched, you will receive an email containing your air waybill number to track your package.
If you have registered, you can also follow the progress of your delivery by signing into your account and selecting My Account followed by Order Status.
How do I return or exchange an item?
Making a return or exchange is easy. You have 28 days to decide whether to keep your items and we will collect from your home, work or alternative address for free. To arrange your exchange or return, simply sign in to your NET-A-PORTER account and select My Orders, under My Account. Click "CREATE EXCHANGE/RETURN" and follow the steps. You will then receive a confirmation email with returns instructions and details about how to book your collection.
View more information.
Will I be refunded the full value of my order?
Your refund will either be issued to the original credit card used to place the order, or as NET-A-PORTER store credit. Please note that it can take up to 10 business days for the refund to appear in your account.
Shipping costs are not refunded for items using our free collection service, unless your items are faulty, or your order is cancelled under the ICASRs.
All sales taxes are included in your refund if your order has been sent to a destination within the EU. Outside the EU, customs duties and sales taxes are non-refundable with the exception of those countries currently listed below. You may be able to recover these costs by contacting your local customs bureau directly.
We currently refund any applicable sales tax and/or duties for orders originally delivered to and returned from Australia, UAE, Saudi Arabia, Bahrain, Kuwait, Qatar, Oman, Singapore and Switzerland. This took effect from May 17, 2019 except for Australia, which took effect as of July 1, 2018.
Does NET-A-PORTER have seasonal sales?
NET-A-PORTER offers seasonal sales twice a year. Register for email updates to be notified when our sale starts, and when we offer further reductions.
How do I buy a gift card?
- Select GIFTS from the top navigation menu in the drop down followed by GIFT CARDS.
- Decide whether you would like to purchase a printed or virtual gift card. Printed gift cards are shipped in NET-A-PORTER signature packaging, and virtual gift cards are emailed directly to the recipient.
- Choose the amount, enter the recipient's name (and email address for virtual gift cards), include a personal message, and then add the gift card to your shopping bag
- You will be notified by email as soon as your printed or virtual gift card has been dispatched
You can buy a NET-A-PORTER gift card in British Pounds (GBP) or Euros (EUR) by following these steps:
To purchase multiple printed gift cards and have them shipped to different addresses, you will need to repeat the purchasing process and pay the shipping charges for each address the printed gift card is sent to.
For further assistance placing an order for a NET-A-PORTER gift card please contact the Customer Care team by emailing email@example.com or call 0800 044 5700 (UK) or +44 330 022 5700 (from a mobile or internationally), 24 hours a day, seven days a week.
WHERE CAN I FIND OUT ABOUT YOUR EQUALITY, DIVERSITY & SUSTAINABILITY COMMITMENTS?
Equality & Diversity
We stand against racism and do not tolerate discrimination of any kind. We respect the dignity, liberty and equality of everyone we work with. Our policies and procedures are based on the United Nations’ Universal Declaration of Human Rights, which sets ‘a common standard of achievement for all peoples and all nations.’ We will not treat anybody differently to anybody else because of their race; sex; religion or beliefs; disability; marital or civil partnership status; age; maternity or paternity status; sexual orientation; gender identity; gender expression or caring responsibilities.
Recent events have encouraged us to accelerate our own education on anti-racism and we are putting together a plan of action with both immediate and long-term steps, including reviewing our casting and our network of collaborators, committing our support to black-owned businesses, and creating an internal system for education, awareness and a safe space to discuss these issues. This is all to ensure we are fulfilling our goal to create a stronger, more diverse brand for our employees, our customers and our community.
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