Terms & Conditions
Terms & Conditions
MR PORTER is a trading name of YOOX Net-a-Porter Group S.p.A., a company with sole shareholder subject to direction and coordination of Compagnie Financière Richemont S.A., with registered office in Italy at Via Morimondo 17, Milan 20143, tax code and VAT number 02050461207, fully paid share capital of Eur 1.384.207,41. If you have any comments about MR PORTER, you can email us at email@example.com.
We may modify the TOS from time to time. Please read the TOS and check back often. If you do not agree to any change to the TOS then you must immediately stop using the Site. Any changes made after you have placed an order will not affect that order unless we are required to make the change by law.
Registration and account terms and conditions
To use some of the services or features made available to you on this Site you will need to register for an account. When you register you are required to provide information about yourself that is true, accurate, current, and complete in all respects. Should any of your registration information change, please notify us immediately at the following e-mail address firstname.lastname@example.org. We may also change registration requirements from time to time.
Here are the some of the benefits you’ll be able to enjoy by registering with us for a MR PORTER account:
- Track your orders and review past purchases
- Request your return or exchange directly from your account
- Build a customised Wish List to create personalised outfits that you can email to friends and family. Plus, you can also print your shopping lists for increased convenience
- Add sold out items to your Wish List so you can see if more stock arrives
- Select your Favourite Designers so we can tell you when new items have arrived
- Save your address and card details so you can shop even quicker next time
- Manage your account details, address book and email preferences
To create an account, simply click on SIGN IN and then REGISTER NOW to fill in your details. The account password you create should be unique and kept secure, and you must notify MR PORTER immediately of any breach of security or unauthorised use of your account.
Should you have any issues with your account or need any help in relation to it, then please do not hesitate to contact our Customer Care Team. However, please note that we can only communicate with the named account holder in relation to any questions, changes or cancellation of an account.
If you have forgotten your password, click here to change it or follow the 'Forgotten password' instructions on the welcome page. For security reasons we are unable to send your password via email.
Eligibility to purchase
In order to make purchases on the Site you will be required to provide your personal details. In particular, you must provide your real name, phone number, e-mail address and other requested information as indicated. Furthermore, you will be required to provide payment details that you represent and warrant are both valid and correct and you confirm that you are the person referred to in the Billing information provided.
The Site is available only to individuals and others who meet the MR PORTER terms of eligibility, who have been issued a valid credit/debit card by a bank acceptable to MR PORTER, whose applications are acceptable to MR PORTER and who have authorised MR PORTER to process a charge or charges on their credit/debit card in the amount of the total purchase price for the merchandise which they purchase. MR PORTER may restrict the quantities of an item being shipped to any one customer or address.
By making an offer to purchase merchandise you expressly authorise us to perform credit checks and where MR PORTER feels necessary and to the extent permitted by the applicable laws, to transmit or to obtain information (including any updated information) about you to or from third parties, including but not limited to your credit/debit card number or credit reports (including credit reports for your spouse if you reside in a community property jurisdiction), to authenticate your identity, to validate your credit/debit card, to obtain an initial credit/debit card authorisation and to authorise individual purchase transactions.
Furthermore, you agree that we may use Personal information provided by you in order to conduct appropriate anti fraud checks. Personal Information that you provide may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information.
To place an order, you must add items to your Shopping Bag, enter your billing/shipping address, select your delivery option and choose your payment method to complete your order.
All orders are subject to acceptance and availability, and items in your Shopping Bag are not reserved and may be purchased by other customers.
MR PORTER offers products for sale that are in stock and available for dispatch from our distribution center. Occasionally however, we may be waiting for shipments from our designer suppliers. Consequently you may from time to time be given the possibility of making an Advance Payment for certain items in which case you are able to make an Advance Purchase. This will ensure that you receive this item in priority once designer stock has been delivered to MR PORTER. MR PORTER will only take Advance Purchase orders for stock that has been scheduled for delivery by a designer supplier. Your rights regarding Advance Purchase are the same as those for any other purchase at MR PORTER. Alternatively, you may simply choose to register your email address for notification of arrival of the selected merchandise not held in stock.
Items received into stock may be pre-allocated to satisfy Advance Payment orders and customers making Advance Payments will receive items in priority to customers on the Waiting List or customers ordering through the Site for immediate delivery. Please be aware that we may be unable to deliver selected Advance Payment merchandise due to production problems or quality check issues identified when we receive an order into stock. In these circumstances we will notify you by email and refund the Advance Payment to your credit/debit card within thirty days of being advised that merchandise has become unavailable.
If you have registered your email address for notification of the arrival of a specific product featured on our Site, we will attempt to notify you by email within 48 hours of the product becoming available on the Site. Please be aware that on occasion certain products that are in particularly high demand will sell out during this period.
MR PORTER will store a record of your transactions for a minimum of one year.
Prices shown on the Site are in Euros or GBP (dependent on the country/region you are shipping to) and are inclusive of VAT at the applicable rate unless you have selected an alternative country where VAT is not chargeable, as indicated in the top left hand corner of the Site.
All prices and offers remain valid as advertised from time to time. The Euro or GBP price of a product displayed on the Site at the time the order is accepted will be honoured, except in cases of patent error.
From time to time, prices are subject to change in response to currency exchange rate changes, markdowns and other commercial factors. The price applicable to your order will be the price current at the time your order is accepted.
Customers purchasing from a country served as DDP will incur relevant import duty and tax. These costs are included in the final purchase price.
If you are a customer whose credit/debit card is not denominated in Euros or GBP, the final price will be calculated in accordance with the applicable exchange rate on the day your card issuer processes the transaction.
Sale price adjustment policy
MR PORTER is happy to offer a Sale Price Adjustment on items purchased up to 7 days prior to the commencement date of a sale. Please be aware that the exact style and size of an item must be available for purchase at the time your request is made before any adjustment in the sale price can be approved. All approved Sale Price Adjustments will be credited to your MR PORTER account in the form of a store credit which will be valid for 12 months.
We are unable to offer price adjustment on items originally purchased in a sale or on any special promotion items that are temporarily reduced in price. Once an item has been purchased at a discounted sale price, no price adjustment will be offered should the item be further marked down.
Acceptance of your order
Once you have made your choice and your order has been placed, you will receive an email acknowledging the details of your order. This email is NOT an acceptance of your order, just a confirmation that we have received it.
On the confirmation page of your order, we will provide you with an order summary of each product, the price (including all applicable fees and taxes), and the cost of shipping.
Your order is an irrevocable offer to buy the products. Before proceeding to purchase, please check the order details and correct any possible errors.
Unless you cancel your order, acceptance of your order and completion of the contract between you and MR PORTER will be completed when we email you to confirm the goods have been dispatched. English is the language used for finalising the contract. Neither our third party payment processor nor our nominated courier has the authority to accept an order on behalf of MR PORTER.
We reserve the right not to accept your order in the event, for example, that we are unable to obtain authorisation for payment, that shipping restrictions apply to a particular item, that the item ordered is out of stock or does not satisfy our quality control standards and is withdrawn, or that you do not meet the eligibility criteria set out within the TOS.
We may also refuse to process and therefore accept a transaction for any reason or refuse service to anyone at any time when the transaction or service does not comply with our business policy, or in the event where there are reports or suspicion of fraudulent or illegal activity. In these events, we will not be liable for refusing to process a transaction or unwinding or suspending any transaction after processing has begun. To the extent permitted by the applicable law, we will not be liable to you or any third party by reason of our withdrawing any merchandise from the Site whether or not that merchandise has been sold, removing, screening or editing any materials or content on the Site. We reserve the right not to accept orders received from users who are acting for commercial and professional purposes. Whilst every effort is made to make sure details on our website are accurate, we may from time to time discover an error in the pricing of products. If we discover a patent error in the pricing of a product in your order, we will let you know as soon as possible. We shall be under no obligation to accept or fulfil an order for a product that was advertised at an incorrect price, provided that the error was recognizable, and reserve the right to cancel such an order that has been accepted or is in transit. If you order a product that is patently priced incorrectly for any reason, we will email or telephone you to inform you that we have not accepted your order and/or that the relevant part of your order has been cancelled. If you have already paid for the goods, we shall refund the full amount as soon as we are able. In the event that products are recalled in transit, we will process your refund once the products have been returned to us.
Payment can be made by Visa, MasterCard, American Express, Maestro and JCB cards, and any other methods which may be clearly advertised on the Site from time to time. You can also choose to pay with PayPal. When selecting this option at checkout, you will be directed to the PayPal site to 'Log In' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to MRPORTER.COM. Payment will be debited and cleared from your account upon dispatch of your order by MR PORTER. You confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to MR PORTER, we will not be liable for any delay or non-delivery.
We take reasonable care to make our Site secure. All credit/debit card transactions on this site are processed using a secure online payment gateway that encrypts your card details in a secure host environment. If you are a registered MR PORTER user, we will securely store your credit/debit card details on our systems. These details will be fully encrypted and only used to process card transactions which you have initiated.
To help ensure that your shopping experience is safe, simple, and secure, MR PORTER uses Secure Socket Layer (SSL) technology. Furthermore, we take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Site.
Gift Cards are no longer available to purchase. For assistance with redeeming existing gift cards, please contact Customer Care on +44 330 022 5705.
Insurance and delivery
MR PORTER insures each purchase during the time it is in transit until it is delivered to your specified delivery address. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by MR PORTER, and transfer of responsibility in the same way. The goods are your responsibility from the time we deliver them to the address you gave us.
DHL can deliver an order to certain destinations without collecting a signature. If this option applies to your shipping address, the signature opt out will be set by default; however, you can update your preference on the shipping page before proceeding to purchase. Please note, that if no signature is collected, you agree to our terms and conditions and, confirm that MR PORTER can leave your package(s) outside the premises at the shipping address provided by you without obtaining a signature for proof of delivery. Please be aware, that if no signature is collected, you agree to our terms and conditions and take full responsibility for any loss or damage that may occur. On occasion, DHL may refuse to deliver your order if they are of the opinion that the shipping address is considered to be unsafe.
Please note that we aim to dispatch all orders within 24 hours, or 48 hours during sale periods. Delivery times appearing on the Site are estimates and are to be used as a guide only and commence from the date of dispatch. In any event, we will deliver the goods to you within 30 days of the day on which we accept your order. MR PORTER is not responsible for any delays caused by destination customs clearance processes. If delivery is delayed by any event outside of our control, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to cancel your order and we will give you a refund for any goods you have paid for but not received.
Exchanges and Returns
CANCELLING YOUR ORDER UNDER ITALIAN LEGISLATIVE DECREE N. 206 OF 6 SEPTEMBER 2005 (“CONSUMER CODE”)
In accordance with article 52 of the Consumer Code), you have the right to cancel your order with us provided you give us written notice within 14 days without giving any reason.
The cancellation period will expire 14 days from the day after the day on which you (or someone you nominate, other than a carrier) receives the last of the goods.
To exercise the right to cancel, you must inform us by using one of the following methods:
(a) sending a 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: email@example.com;
(b) sending MR PORTER this form to be completed in its entirety. This form must be submitted 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: firstname.lastname@example.org;
In accordance with article 57 of the Consumer Code, once you have exercised your right to cancel, you must the send the products back to MR PORTER within 14 days of the date you notified MR PORTER of your decision to withdraw.
In accordance with the applicable legislation, we will issue you with a full refund including the shipping cost paid by you. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make reimbursement without undue delay, and not later than:
(i) 14 days after the day we were informed of your decision to exercise your right to cancel, and once we have checked that the return was sent back in accordance with these TOS; or
(ii) (if earlier) 14 days after the day you provide us with evidence that the good have been returned; or
(iii) if no goods were supplied, 14 days after the day on which we are informed about your cancellation. We will make reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
If we do not receive the cancelled goods back, we may arrange to have them collected from you at your cost.
You shall return cancelled orders to: MR PORTER, Via Privata Paolo Baffi, 2, Landriano, 27015, Italy, without undue delay and in any event not later than 14 days from day on which you communicate your cancellation of the contract to us. The deadline is met if you send the goods before the period of 14 days has expired.
You will have to bear the cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling, other than what is necessary to establish the nature, characteristics and functioning of the goods.
EXCHANGES AND RETURNS USING OUR FREE COLLECTION SERVICE
As an alternative and without prejudice to your rights under the Consumer Code, you may prefer to return or exchange items using our free returns collection service. You must request your return and send your unwanted items back to us within 28 days for a refund of the value of the item only.
Please refer to our Returns policy for further information.
Shipping is complementary on the replacement item, but exchanges made to destinations outside of the EU will be processed for customs clearance and therefore any relevant import duty and tax charges will apply. 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. See costs for Shipping and Returns.
Exchanged products can then be returned in accordance with the Consumer Code and these TOS.
Items should be returned unused and with all MR PORTER and designer garment tags still attached. Returns that are damaged or soiled will not be accepted and will be sent back to the customer and/or a refund refused.
Where provided, belts and any designer packaging such as authenticity cards, dust bags, and leather tags should be included with your return.
Please email email@example.com if any of your purchases have been delivered without MR PORTER tags.
All returns should be requested before you send your item(s) back to us to allow for easy identification and prompt processing. Unidentified returns will be returned to the sender.
All shoes should be tried on a carpeted surface before wear.
Underwear & Swimwear
Boxers, briefs, and swimwear should be tried on over underwear. Returns will not be accepted if items are soiled, and will be sent back to the customer.
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 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.
We offer a flexible returns policy to make your online shopping experience even easier. However, customers returning items repeatedly may be refused at our discretion.
Non-MR PORTER returns
Please be aware that we will not be held responsible for any items that are returned to us which were not purchased from MR PORTER. This includes personal items as well as items which may have been purchased from other third party companies. Whilst we will make reasonable efforts to try and locate the owner of any such items, it is your responsibility to contact Customer Care as soon as possible in order to arrange their return to you.
Please note that we will only ever be able to return the items to you directly, and not to any third party or company. Certain items (such as passports, driving licences and bank cards) will always be sent to the relevant authority, bank or government agency directly and you should report any loss of these items to the appropriate office immediately.
We will keep non-MR PORTER items for up to one month, however we reserve the right to dispose of them as we deem fit after this time (which may include donating such items to a charity of our choice). Any hazardous or flammable products, as well as items of little monetary value (e.g. pens, glasses, keys) will be disposed of immediately.
Intellectual property rights
Your use of the Site and its contents grants no rights to you in relation to any copyright, designs, trademarks and all other intellectual property and material rights relating to the Content (as described in the Content section below), including MR PORTER Software and all HTML and other code contained in this Site. All such Content including third party trademarks, designs, and related intellectual property rights mentioned or displayed on this Site are protected by national intellectual property and other laws and international treaty provisions. You are permitted to use the Content only as expressly authorised by MR PORTER and/or its third party licensors. Any reproduction or redistribution of the above listed Content is prohibited and may result in civil and criminal penalties. Without limiting the foregoing, copying and use of the above listed materials to any other server, location or support for publication, reproduction or distribution is expressly prohibited. However, you are permitted to make one copy for the purposes of viewing Content for your own personal use.
In addition to the Intellectual property rights mentioned above, "Content" is defined as any graphics, photographs, including all image rights, sounds, music, video, audio or text on this Site. MR PORTER tries to ensure that the information on this site is accurate and complete. MR PORTER does not promise that MR PORTER's Content is accurate or error-free. MR PORTER does not promise that the functional aspects of the Site or MR PORTER's Content will be error free or that this Site, MR PORTER Content or the server that makes it available are free of viruses or other harmful components. We always recommend that all users of the Internet ensure they have up to date virus checking software installed.
The personal opinions of the designers and labels whose products we sell, or any third parties with whom we are associated are their own and do not necessarily reflect the views of MR PORTER and we accept no responsibility for any such views expressed in any media.
No commercial use
This Site is for your personal non-commercial use only. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, commercially exploit, create derivative works from, transfer, data mine or sell any Content, software, products, or services contained within this Site. You may not use this Site, or any of its Content, to further any commercial purpose, including any advertising or advertising revenue generation activity on your own Site.
You agree that you will be personally responsible for your use of this Site and for all of your communication and activity on and pursuant to this Site. If we determine that you are or have been engaged in prohibited activities, were not respectful of other users, or otherwise violated the TOS, we may deny you access to this Site on a temporary or permanent basis.
We may include hyperlinks on this Site to other websites or resources operated by parties other than MR PORTER, including advertisers. MR PORTER has not reviewed all of the sites linked to its Web Site and is not responsible for the content or accuracy of any off-site pages nor are we responsible for the availability of such external websites or resources, and do not endorse and are not responsible or liable, directly or indirectly, for the privacy practices or the content of such websites, including (without limitation) any advertising, products or other materials or services on or available from such websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such content, goods or services available on such external websites or resources to the extent permitted by the applicable law.
You have certain rights under the applicable law. These include:
That any products you order through this Site will be of satisfactory quality, fit for their intended purpose, and will conform to any description given on this Site;
Certain remedies if a product is defective. In this regard, without prejudice to the application of the mandatory consumer protection provisions, all products sold by MR PORTER are covered by a 24 month guarantee for lack of conformity. Please contact Customer Care within a period of 2 months from the day when you noticed the fault. In the case of lack of conformity, you may choose between a repair or a replacement of the product. If these options are not available you are entitled to either require MR PORTER to make an appropriate reduction in the price or to terminate the contract; and
A right to cancel any order for a product within 14 days after the date of receipt of the product, and receive a full refund even if it is not defective (see Cancelling your order above).
Nothing in the TOS is intended to affect these rights.
We are not responsible for failure to meet any of our obligations under the TOS where such failure is due to events beyond our reasonable control.
At our request, you agree to compensate us fully, defend us, and hold us MR PORTER harmless immediately on demand, its officers, directors, agents, affiliates, licensors, and suppliers, from and against all liabilities, claims, expenses, damages and losses, including legal fees, arising from any breach of the TOS by you, including the use by any other persons accessing this Site using your Internet account caused by your action or inaction.
You acknowledge and agree that no joint venture, partnership, employment, or agency relationship exists between you and MR PORTER as a result of the TOS or your use of this Site. You agree that you may not and will not hold yourself out as a representative, agent, or employee of MR PORTER, and we shall not be liable for any representation, act, or omission on your part.
If you breach the TOS and we take no action against you, we will still be entitled to use our rights and remedies in any other situation where you breach the TOS.
Governing law and dispute resolution
Without prejudice to the application of the mandatory consumer protection provisions, the TOS are governed by Italian law and in particular by the Consumer Code and by Italian legislative decree no. 70 of 9 April 2003. In the event of a dispute between MR PORTER and you arising from the TOS, you and we both agree that the courts of Milan will have exclusive jurisdiction. Please note that the European Commission also provides a platform for alternative out-of-court resolution of disputes, available on the website http://ec.europa.eu/odr.