NET-A-PORTER

RETURNING YOUR PURCHASE

• Domestic returns service:
  1. Book a free collection with UPS by calling 1 800 823 7459. Alternatively, drop your shipment off at your local UPS store or at any UPS facility. To find your nearest store visit www.ups.com. New York Premier customers will be contacted by the Premier team to arrange a collection.
  2. Complete and sign a copy of the returns proforma invoice that you received with your order and include it with your return.
  3. Then attach the UPS label on the outside of the box and seal your package for the driver to collect. International returns service:

   

  1. Book a free collection with DHL. To find the telephone number of your nearest DHL, visit www.dhl.com and select your country. Please give our account number as stated in your RMA email.
  2. Sign four copies of the returns proforma invoice that you received with your order (and fill in the DHL air waybill if applicable).
  3. Then leave your package open until the driver has checked the contents.

  You will be notified by email once your return has been received and processed.

We recommend that items are returned from the same country to which they were delivered. This ensures that your return is covered by our free returns policy and reaches us promptly. Orders sent back from a different destination may incur additional charges or be delayed by customs.

For more information, please contact customer care.

EXCHANGES

• There is no charge to exchange items for a different size, however all exchanges are based on stock availability. Shipping is also free on the replacement item, but if you are based outside the US you will need to pay taxes and duties on this.Simply request a Returns Merchandise Authorization (RMA) number through your NET-A-PORTER account within 14 days of receiving your order, and then specify the new size you require. For exchanges outside the US, you will be prompted to tick a box on the ‘REVIEW & CONFIRM’ page. You will see a breakdown of cost and this authorizes NET-A-PORTER to deduct the total taxes and duties from the original card used to place your order.

  Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it for a store credit and purchase the new item separately.

GIFT RETURNS

• If you have received an item as a gift, you may exchange it for a store credit to your NET-A-PORTER account (you will need to register your details). The amount is automatically deducted from your next purchase and will be valid for one year. Please be aware that you may need to pay any cost difference, additional shipping, taxes and import duties.To arrange a return, please email customercare.usa@net-a-porter.com

  Note, corporate gifts may only be returned by the original purchaser and within 14 working days of initial receipt.

LATE RETURNS

• An RMA number should be requested within 14 days of receiving your order. You should then return your item(s) within 14 days of receiving this number.Returns outside these timeframes may be accepted at the discretion of NET-A-PORTER and may only be refunded as a store credit.

FAULTY GOODS

• Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item cannot be repaired or replaced.

  For all faulty items outside of our Returns Policy, please contact customercare.usa@net-a-porter.com

RECEIVING A REFUND

• Your refund will either be credited to the original purchaser’s credit card or NET-A-PORTER account and will include shipping costs for faulty items.If your order has been sent to a destination within the US or Canada, all sales taxes will be refunded. Outside the US and Canada, 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 card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.

OUR POLICY

• Items should be returned new, unused, and with all NET-A-PORTER and designer garment tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.Where provided, belts and any designer packaging such as authenticity cards, dust bags and leather tags should be included with your return.

  Please email customercare.usa@net-a-porter.com if any of your purchases have been delivered without NET-A-PORTER tags.

  All items returned should have a Return Merchandise Authorization (RMA) number. Unidentified returns may be returned to the sender.

  Shoes

  All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to the customer.

  Underwear & Swimwear

  Purchased NET-A-PORTER underwear and swimwear should be tried on over underwear. Returns may not be accepted if items are soiled, and may be sent back to the customer.