EXCHANGES & RETURNS
EXCHANGES & RETURNS
Returning an item couldn't be easier. Try your purchases on in the comfort of your own home and if you need to send them back, you have 28 days from the date you received your order to exchange or return. We will collect from your home, work or an alternative address for free.
Shipping is complimentary on all exchanges, although customers outside Hong Kong are responsible for taxes and duties.
Please make sure your items are returned new, unused and with all NET-A-PORTER and designer garment tags still attached. Returns that do not meet our policy will not be accepted and will be sent back to you.
Please contact our customer care team by emailing firstname.lastname@example.org if you have any further questions.
RETURNING YOUR PURCHASE
Should you need to return your purchase, you have 28 days from receiving your order to arrange your exchange or return, book your complimentary collection and send your items back to us.
Please follow the steps below to return your purchase.
- Sign into your account and under My Orders, select the order number containing the items you would like to return.
- Click on the "CREATE EXCHANGE/RETURN" button and choose the reason for return. If you would like to exchange an item, choose your replacement size.
- Check the box to agree with our Returns Policy. You will then receive an email including your returns instructions and details about the next steps to take.
- Book your free collection online or over the phone:
- Refer to the DHL link provided in the returns email. Enter your 10 digit waybill number located under the barcode of your printed returns label that appears as “WAYBILL XX XXXX XXXX”. Review your details and select a convenient date and time for collection.
- Visit dhl.com and select your country to find the relevant telephone number. Remember to quote our account number found in the returns email.
NET-A-PORTER Premier customers will be contacted within 48 hours to arrange a collection.
To ensure your return is covered by our complimentary returns policy, please send it back from the same country it was delivered to. Orders sent back from a different destination may incur additional charges and be delayed in 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 email@example.com if you intend to do this and send your purchase to the following address:
10/F, Goodman Interlink,
39 Tsing Yi Road, Tsing Yi,
Your refund will be credited to the original payment method or as store credit to your NET-A-PORTER account.
Customs duties and sales taxes are non-refundable through NET-A-PORTER. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
All items must be returned new, unused and with all NET-A-PORTER and designer garment tags still attached. Returns that do not meet our policy will not be accepted and sent back to the customer.
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 will be flagged and potentially refused at our discretion or lead to the closure of your NET-A-PORTER account.
Your purchase should be sent back to us within 28 days of receiving your order. Returns outside of this period may be accepted at the discretion of NET-A-PORTER.
Please take care trying on items as all products must be returned in a new and unused condition with all NET-A-PORTER and designer garment tags still attached.
Please handle light-colored bags 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.
When trying on shoes, please be mindful not to scratch the soles or mark the shoe box. Returns must also include the dust bag and box, as these are considered part of the product. Please place the shoe box inside another box in order to prevent damage during shipping.
Skincare, cosmetics and haircare must be returned unused, unopened, and in their original packaging otherwise we will not accept them.
Lingerie & Swimwear
Briefs, swimsuits and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip.
Limited-Edition Products and 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 products should be returned in the original packaging.
Please note that issues of PORTER purchased from NET-A-PORTER.COM are non-returnable.
To arrange a gift return, please email firstname.lastname@example.org and we will assist you further.
Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Please note that items which are damaged or as a result of normal wear and tear; by accident; or through misuse will not be considered faulty.
If your item is faulty when you receive it, you can return it for a refund within 30 days from the date you received it. If you have owned your item for longer than this, and certainly over 6 months, then please contact Customer Care.
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.
During our sale clearance, products marked as Sale Must-Have cannot be returned or exchanged.
- over 1000 AUD (before customs duties and taxes are added)
- placed on or after May 1, 2015
Upon returning, you can receive a store credit refund equivalent to the value of any Australian customs duties you have paid.
This applies to returns of full-priced orders:
Your store credit will be added to your NET A PORTER account within 14 days of receiving your return.
This offer only applies to items on which customs duties have been paid to an Australian customs authority. NET-A-PORTER reserves the right to further adjust this offer.