Mr Porter

Mr Porter Return Policy

• RETURNS AND EXCHANGES
  • RECEIVING YOUR RMA
    • Sign into your account and under My Orders, select the order number containing the items you would like to return.
    • Click on the ‘CREATE A RETURN/EXCHANGE’ button and choose the reason why you want to send your item(s) back. If an item is faulty, please provide details why.
    • If you would like to exchange an item because the fit is not right, choose the replacement size.
    • To request a refund, select how you would like to be credited. This needs to match the original payment method used. Please note, store credit is valid for one year from issue date.
    • Check the box to agree with our Return Policy. You will then receive an email containing your RMA number.

• ARRANGING A FREE COLLECTION
  • Returns can be collected from your home, work or alternative address. It is that easy…
    1. Book a free collection with DHL, by calling +44 (0)844 248 0844 or visitingwww.dhl.com and selecting your country to find the telephone number of your nearest DHL branch. MR PORTER Premier customers will be contacted by the Premier team to arrange a collection.
    2. Sign the returns pro forma invoice that you received with your order (and fill in the DHL air waybill if applicable). Please leave your package open until the driver has checked the contents.
    3. 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 EU you will need to pay taxes and duties on this. If you selected PayPal when you placed your order, any applicable taxes and duties on your exchange should be paid with your debit or credit card.

    To exchange an item, request a Returns Merchandise Authorization (RMA) number through your MR PORTER account, and specify the new size you require. For exchanges outside the EU, you will be prompted to tick a box on the ‘REVIEW & CONFIRM’ page. You will see a breakdown of cost and this authorizes MR 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 MR 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@mrporter.com

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

• LATE RETURNS
  • Your item(s) should be sent back to us within 28 days. Returns outside these timeframes may be accepted at the discretion of MR 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 contactcustomercare@mrporter.com

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• RECEIVING A REFUND
  • Your refund will either be credited to the original payment method or MR PORTER account and will include shipping costs for faulty items or for orders cancelled under the ICACRs only. Shipping costs will not be refunded for items returned using our free collection service.

    If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through MR 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.

• IMPORTANT INFORMATION
  • • We have made every effort to display as accurately as possible the colours of our products that appear on MR PORTER. However, as computer monitors vary, we cannot guarantee that your monitor’s display of any colour will be completely accurate.
    • All items are quality controlled and checked for any faults before they are dispatched to customers.
    • Should you receive an item that is not in perfect condition please contact us immediately.
    • Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.
    • Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.
    • Free collection does not apply to items returned from a different country to the original shipping destination or to orders cancelled under the ICACRs.
    • We prefer that items are returned to us via DHL or our MR PORTER Premier service to ensure that they are protected and insured during transit. However, you may return the goods by any secure means. Our address for all returns is: MR PORTER DC1 Unit 3, Charlton Gate Business Park Anchor and Hope Lane London SE7 7RU

    We request that you contact us at customercare@mrporter.com in relation to such returns. Please note that we may not accept liability for goods that are not returned via DHL or our MR PORTER Premier service.

• CANCELLING YOUR ORDER
  • If you are based in the EU under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (ICACRs), you have the right to cancel your order with us provided you give us written notice.

    The cancellation period will expire 14 days from the day after the day on which you acquire (or a third party other than a carrier and indicated by you acquires) physical possession of the last of the goods.

    • To exercise the right to cancel, you must inform us by letter to: Notice of Contract Cancellation, Customer Care Department, MR PORTER DC1, Unit 3, Charlton Gate Business Park, Anchor and Hope Lane, London SE7 7RU, or by email to customercare@mrporter.com. You may also use the cancellation form, but it is not obligatory.
    • On receipt of your notice of contract cancellation, customer care will email you a Returns Merchandise Authorisation (RMA) number. Please complete this on the returns pro forma invoice that you received with your order, and include it with your return so we can process your refund promptly.
    • We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us at:

      MR PORTER DC1
      Unit 3, Charlton Gate Business Park
      Anchor and Hope Lane
      London SE7 7RU

    • Please retain proof of sending, in case of a dispute.
    • Please note that you must cover the cost of the return shipment, as our free collection service does not apply to orders cancelled under the ICACRs.
    • All items must be returned unused, in their original condition and from the country that the order was delivered to.
    • We will refund the full value of your order, including shipping costs, within 14 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.

    Please note you may only use your right to cancel the order under the ICACRs if you give us formal written notice of cancellation any time after your order has been placed, up until 14 calendar days from the day after you receive your order, by email or post as described above, i.e. before requesting your RMA through your MR PORTER account.

• OUR POLICY
  • Items should be returned new, unused, and with all MR 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@mrporter.com if any of your purchases have been delivered without MR 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 MR PORTER underwear and swimwear should be tried on over underwear.

    Technology

    Technology products should be returned in the original packaging.

    Grooming

    Grooming products should be returned in the original packaging. Please note, fragrance, is final sale and cannot be returned due to transport restrictions.

For more information visit Mr Porter