FREQUENTLY ASKED QUESTIONS
- How do I make a purchase?
- Do I need to set up an account to place an order?
- I've forgotten my password. What should I do?
- How do I know that the products you sell are authentic?
- Which size should I choose?
- How do I know if an item is in stock?
- What payment methods does MR PORTER accept?
- Is it safe to use my credit card online at MR PORTER?
- Why do I need to re-enter my credit card details when I add a new address?
- How do I remove saved credit card details?
- Which countries does MR PORTER ship to?
- Does MR PORTER ship to Post Office boxes or Freight Forwarding addresses?
- Why are shipping restrictions applied to some items?
- How do I know if a product is restricted?
- How do I change currency?
- How much taxes and duties will I have to pay?
- Does MR PORTER ship to multiple addresses?
- How soon can I get my order and how much will it cost?
- Do you offer same day delivery in New York?
- What packaging will my order be shipped in?
- Is my package insured?
- Do I need to sign for my order?
- Can I change my shipping address after my order has been dispatched?
- Can I add items to an existing order?
- How will I know you received my order & when will payment be deducted?
- Can I track my order?
- Where is my order?
- How do I return or exchange an item?
- Will I be refunded the full value of my order?
- Does MR PORTER have seasonal sales?
- Is my personal information kept private?
- What are cookies? Should I be worried about them?
- What is a Wish List?
- How do I create a Wish List
- Will I be notified of an item's status?
- Can I share my Wish List?
- Need more help?
HOW DO I MAKE A PURCHASE?
Shopping at MR PORTER is easy:
- If you know what you are looking for, use the CLOTHING, SHOES and ACCESSORIES links. You can also shop by browsing the JOURNAL section or directly by designer.
- Once you have found an item, select your size and use the 'ADD TO SHOPPING BAG' button underneath.
- Review the items in your shopping bag by selecting the 'SHOPPING BAG' link at the top of the page. You can add products to your Wish List or use the 'REMOVE FROM BASKET' link to delete items from your shopping bag.
- Click on 'PROCEED TO PURCHASE' to complete your order.
DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?
Register with us and you will be able to enjoy the following benefits through your MR PORTER account:
- Track your orders and review past purchases
- Request your return or exchange directly from your account
- Gain access to your Wish List and Recommendations
- Be notified when new stock arrives
- Save your address and card details for faster shopping
- Manage your account details, order history and email preferences and see order status.
I'VE FORGOTTEN MY PASSWORD. WHAT SHOULD I DO?
If you have forgotten your password, change it here or follow the 'Forgotten Password' instructions on the 'Sign in' page. For security reasons we are unable to send your password via email.
HOW DO I KNOW THAT THE PRODUCTS YOU SELL ARE AUTHENTIC?
As an authorised online distributor for all of the designers we feature, we unconditionally guarantee that every item we sell is 100% authentic.
Please note that we are unable to comment on the authenticity of any items not purchased from MR PORTER.
WHICH SIZE SHOULD I CHOOSE?
All products are sold by the international sizing scheme used by the designer. To convert this to your usual size, simply view the 'sizing chart' on every product page.
As sizes can vary greatly by designer, we have also provided the actual dimensions of each product for you to compare with your own body measurements. Where an item runs small or large to size, this will be identified within the 'Size and Fit' tab on every product page.
In addition, our customer care team can answer all your questions on sizing and fit - simply email firstname.lastname@example.org for advice.
HOW DO I KNOW IF AN ITEM IS IN STOCK?
All items are in stock unless "Sold Out" is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.
If the product you want to buy is out of stock, add it to your Wish List to save and view at any time and be notified when it is back in stock.
You can also register interest for items previewed in our editorial features, and will receive email notification when they arrive in stock.
WHAT PAYMENT METHODS DOES MR PORTER ACCEPT?
We accept Visa, MasterCard, American Express, Delta, and Maestro credit and debit cards.
IS IT SAFE TO USE MY CREDIT CARD ONLINE AT MR PORTER?
At MR PORTER, your personal online security is important to us. We use ChasePaymentech, a secure online payment gateway that encrypts your card details, to store and safely transmit your personal and credit card information through our systems. All orders are processed through our secure checkout system. Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company. You may also choose to securely store your credit card details with us. This means you will not have to enter them again during future purchases, making it quicker and simpler to shop at MR PORTER.
If you would prefer to place your order by telephone, simply call our Customer Care team who will be happy to assist.
WHY DO I NEED TO RE-ENTER MY CREDIT CARD DETAILS WHEN I ADD A NEW ADDRESS?
For your security, whenever you request delivery to a new address we will ask you to provide new credit or debit card details (if you have previously stored them with us). This means that if someone guesses your password and tries to make an order using your account, they will be unable to do so. We hope you understand that this is a valuable precaution designed to protect your personal information.
HOW DO I REMOVE SAVED CREDIT CARD DETAILS?
There are two ways to remove previously saved credit card details:
- Edit or add a new shipping or billing address
- During your next purchase, simply unselect the option "remember my payment details" on the payment page.
WHICH COUNTRIES DOES MR PORTER SHIP TO?
MR PORTER ships to 170 countries worldwide, as listed below:
DOES MR PORTER SHIP TO POST OFFICE BOXES OR 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.
WHY ARE SHIPPING RESTRICTIONS APPLIED TO SOME ITEMS?
Due to international trading agreements and regulations, MR PORTER is obliged to adhere to particular shipping restrictions.
As a result, we are unable to dispatch audio products or items made of exotic skins outside of the US. In addition, some products manufactured in China, grooming accessories, fine jewellery of certain compositions and items with religious iconography are not allowed to be shipped to some countries.
HOW DO I KNOW IF A PRODUCT IS RESTRICTED?
If you add a product to your shopping bag that we are not permitted to ship to your country, the site will automatically identify it and prompt you to remove it. To proceed with purchasing this item, you would need to ship it to a different destination address. In the case of exotic skins, this would need to be within the US.
HOW DO I CHANGE CURRENCY?
You are currently viewing the UNITED STATES version of our website, serving the United States, Canada and Latin America. Orders to all destinations will be charged in US dollars.
To change currency, simply change the country by selecting the country icon on the top left corner of the website and select from the list of shipping destinations.
HOW MUCH DUTIES AND TAXES WILL I HAVE TO PAY?
Prices displayed on the website are exclusive of taxes. When you proceed to purchase your order, sales tax and customs duty (where applicable) will be calculated on the total merchandise value and shipping charges, and displayed on the Order Summary page.
If you are shipping within the USA, sales tax will only be charged on orders shipped to New York and New Jersey. No other tax or import duty will be applied to orders shipped within the USA. (Please note that all non-customs related local taxes are the customer's responsibility. MR PORTER is not responsible for reporting or paying additional local taxes to states, such as Use Tax.)
Outside the USA, most destinations are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties are included in the final purchase price. To view the most accurate price for your shipping destination, you will need to select your country (see previous question).
However, if a DDU (Delivery Duty Unpaid) destination is selected, taxes and duties will not be included in your final purchase price. You will instead be invoiced by our shipping partner, DHL, and be liable for all charges applied to your order. In addition, should you need to make an exchange, you would also be charged taxes and duties on the replacement item.
MR PORTER will always seek customer confirmation prior to dispatching first-time orders to DDU destinations.
|DDP countries||Partial list of DDU countries|
*The list above is not the complete list of DDU countries. If you are not sure if we ship to your country, please send an email listing the items you wish to purchase to email@example.com.
DOES MR PORTER SHIP TO MULTIPLE ADDRESSES?
You may only ship to one address per order.
If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address. For corporate orders, please contact the Personal Shoppers for assistance.
HOW SOON CAN I GET MY ORDER 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 NEW YORK?
We understand that your time is precious, so we offer a number of delivery options for customers based in New York and selected locations in New Jersey.
Our same day delivery service is perfect for last-minute purchases. Place your order by 10am for delivery between 10am-5pm or by 2pm to receive your purchases between 6pm-9pm (seven days a week).
You can also choose a day to suit you, up to seven days in advance.
WHAT PACKAGING WILL MY ORDER BE SHIPPED IN?
MR PORTER PREMIUM PACKAGING
Your first order will be delivered in one of our signature white boxes. Next time you shop, 'Basic Packaging' will be the default selection, where your items arrive in a plain box with no MR PORTER branding. You always have a choice of both packaging options when you reach the shipping page Please note that MR PORTER Premier orders are delivered in MR PORTER carrier bags, unless the gift option has been chosen. Shoes will be wrapped as described below.
Your items will be placed in a plain box with no MR PORTER signature box.
If you would prefer a more subtle delivery option, your order can be received in a non-branded bag. This is only available for MR PORTER Premier orders.
Orders consisting solely of shoes will be delivered in the original designer packaging placed into a plain brown box.
All sale orders will be shipped in basic packaging.
IS MY PACKAGE INSURED?
All items are insured against theft and accidental damage whilst in transit from MR PORTER to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.
If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.
DO I NEED TO SIGN FOR MY ORDER?
A signature requirement can be waived for packages delivered by UPS, however, you will still be required to sign for all international orders delivered by DHL and our same-day service, MR PORTER Premier. More information
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED?
We are unable to redirect orders to a different address after dispatch. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.
CAN I ADD ITEMS TO AN EXISTING ORDER?
It is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require.
HOW WILL I KNOW YOU RECEIVED MY ORDER & WHEN WILL PAYMENT BE DEDUCTED?
After you place your order, you will be sent an email confirming that it has been received. Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, you will receive an email from our Customer Care team and will only charge your credit card for the value of the items in stock.
CAN I TRACK MY ORDER?
Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Order Status'.
WHERE IS MY ORDER?
We aim to dispatch all orders within 24 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch, MR PORTER is not responsible for any delays caused by destination customs clearance processes.
Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Order Status'. If you are not registered, sign up now so you can track future orders.
HOW DO I RETURN OR EXCHANGE AN ITEM?
Making a return or exchange is easy using our free collection service. Just make sure you request your Returns Merchandise Authorisation (RMA) number and send your items back to us within 28 days of receiving your order.
RECEIVING YOUR RMA
- Sign into your account and under 'My Orders', select the order number containing the items you would like to return.
- Select 'CREATE A RETURN/EXCHANGE' 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 quite right, choose the replacement size.
- Check the box to agree with our returns policy. You will then receive an email containing your RMA number.
RETURNING YOUR PURCHASE
- 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 visitwww.ups.com. MR PORTER Premier customers will be contacted within 24 hours to arrange a collection.
- Complete and sign a copy of the returns proforma invoice that you received with your order and include it with your return.
- Then attach the UPS label on the outside of the box and seal your package for the driver to collect.
- 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.
- Sign four copies of the returns proforma invoice that you received with your order (and fill in the DHL air waybill if applicable).
- 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.
It is free to exchange items for a different size. If you are based outside the United States, shipping is free but you will need to pay duties and taxes on the replacement item.
To exchange an item, simply specify the new size you require at the time of requesting your RMA and follow the instructions above. 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.
Items should be returned new, unused and with all garment tags still attached. In addition, shoes should be returned in their original, undamaged shoe box as this is considered part of the product. We may not accept merchandise which is not received in the above specified conditions. Furthermore, to ensure that your return is adequately protected in transit, we recommend you send your items back to us in the original packaging provided.
*Free collection does not apply to items returned from a different country to the original shipping destination.
WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?
All correctly returned products will either be refunded to the purchaser's credit card or MR PORTER account, and will exclude shipping costs.
If your order has been sent to a destination within New York, all sales taxes will be refunded.
Outside the United States, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly. As this is not guaranteed for all countries, we recommend hiring a customs broker if you wish to claim back duties on returned merchandise.
Please be aware that it can take up to 10 days for the refund to appear in your account.
DOES MR PORTER HAVE SEASONAL SALES?
MR PORTER, like offline shops, offers seasonal sales. There are links to the 'Sale' page from the 'Clothing', 'Shoes' and 'Accessories' pages in the top navigation bar. Please note that MR PORTER cannot guarantee that its prices will be equivalent or equal to online and offline boutiques when they go on sale. Also, due to the exclusive nature of our stock, we cannot guarantee that an item will still be available for purchase late in the season.
IS MY PERSONAL INFORMATION KEPT PRIVATE?
Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this.
To register at MR PORTER, we will need to know your name, mailing address and email address. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.
Please note that MR PORTER may use your contact details to inform you of the latest arrivals as well as style and lifestyle inspiration. If you would prefer not to receive these updates, you can unsubscribe in your email preferences.
WHAT ARE COOKIES? SHOULD I BE WORRIED ABOUT THEM?
Registered customers who have cookies enabled will be automatically recognised when they visit MR PORTER. Your name will appear in a welcome message at the top left hand corner of the website. You will be able to access your Wish List and then add or move items, register interest for items not yet in stock or request item updates without signing in to your account.
When you proceed to purchase your name will show in the email address field. However, you will still be prompted to enter your password and review your shipping and payment details before completing your order. Please note that registered customers will be recognised for 14 days. After this time, users will be prompted to sign back in to their account.
WHAT IS WISH LIST?
By adding items that you want into your Wish List, you can organise them into different lists and then shop them whenever you want.
HOW DO I CREATE A WISH LIST?
To create a Wish List you will need to be registered and signed in on MR PORTER. When browsing, use 'add to Wish List' on the product page and items will automatically move into Clothes, Shoes, or Accessories categories in your Wish List. Your Wish List can be found at the top navigation bar, or by going to 'Wardrobe Manager'.
Select 'i' on the top right of an image to see more specific details about an item, or click the product image to return to the product page. You can also add to shopping bag, or remove the item.
WILL I BE NOTIFIED OF AN ITEM'S STATUS?
Messages such as 'low stock' and 'on sale' will keep you informed whether something is about to sell out or is reduced. You will also be able to see if you already have an item.
CAN I SHARE MY WISH LIST?
Send your Wish List to others and include a personalised message.
NEED MORE HELP?
Speak to Customer Care for further advice on how to get the most out of your Wish List, email firstname.lastname@example.org or call +1 877 5353 677, 24 hours a day, seven days a week.