Exchanging or returning an item couldn’t be easier. Try your purchase on in the comfort of your own home and let us know straightaway if you’d like a different size or a refund and we’ll collect from your home, work or an alternative address. You have 28 days from receiving your order to: 

• Create your exchange or return here, or, if you are a registered user, by logging in your MR PORTER account.
• Take your return to your nearest drop off point or book your complimentary collection.
• Send your purchase back to us.

If your order was delivered in multiple shipments, when arranging your return please do not combine items from different shipments.

For Macau only: If the total return value is over 5,000 MOP, you are required to fill out the Export Declaration Form. To prevent any unnecessary delays, please obtain by your own the blank form on Macau Customs Service: fill it out and hand the original document (with 3 ply) to the courier when collecting your parcel.  This is how the completed Declaration Form should look like. For more information about customs declaration procedures, contact Macau Customs Service by phone at +853 8989 4317, by email at info@customs.gov.mo, or visit www.customs.gov.mo.

Items must be returned to us unused with all MR PORTER tags and designer labels still attached. Returns that do not meet our policy will be sent back to you.

Need a different size or colour?

There’s no cost to exchange your purchase for an alternative size or colour (subject to availability when you request a return). Although if you’re based outside of Hong Kong SAR (China), taxes and duties are applicable. If you wish to try another style, simply return it for a store credit refund and purchase the new item separately.

As soon as you’ve decided you’d like to return, let us know. You have 28 days from the date you received your order to follow the below steps:

1.    Sign in to your account and under My Orders, select the order number containing the item(s) you would like to return.

2.    Click on the "CREATE EXCHANGE/RETURN" button and choose the reason for return. If you’d like an exchange, select your preferred size.  

3.    Check the box to agree with our Return Policy. Check the box to agree with our Return Policy. If you have misplaced your return label, you can request a replacement in the 'My Orders' section in your MR PORTER account. You will then receive an email with a label attached in the next 24 hours to the email used to place your order. 

4.    Sign the returns proforma invoice included in the box with your order. If you no longer have this, you can find a replacement PDF copy attached to your Dispatch Email. Seal your box before handing to the courier. 

5.    Return your purchase:

a) Return for free at your nearest DHL service point.

b) Book a free returns collection:

Online

Click on the link here or in our returns email and, after making sure your country/region is correct in the top-right hand corner of the page, enter your 10-digit waybill number. This is located under the barcode of your printed returns label. Review your details and select a convenient day and time for DHL to collect your parcel.

Phone

Simply call DHL on 0848 711 711 or visit dhl.com to find the telephone number of your nearest DHL branch. Remember to quote our account number from your printed returns label.

Not registered with us?

If you don't have a MR PORTER account, you'll need to call our Customer Care Team who will be able to assist you in creating your return.

Additional information

To ensure your return is covered by our free returns policy and reaches us promptly, items must be returned from the same country/region to which they were delivered. Orders sent back from a different destination may incur additional charges or be delayed by 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. If you intend to do this, please send your return to the following address:

YOOX NET‑A‑PORTER GROUP,

Via Privata Paolo Baffi, 2

27015, Landriano  

Italy

We will be in touch to confirm once your return has arrived back with us. Please note, if you have sent back item(s) separately, you will receive an email for each return shipment. 

Once we have completed your refund you will receive another email. You can choose to receive your refund either as Store Credit to your MR PORTER account or back to the original payment method.

Store credit issued as part of your return will be valid for 12 months from the date of receipt. After this time, the credit will expire and no longer be available to redeem.

This will not include your initial delivery cost or the customs fee you initially paid, as both are non-refundable.

You will receive a refund of all applicable taxes and duties when returning your purchase.

Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers. Your shipping costs will be excluded unless the item is faulty or cancelled under the ICACRs.

We offer a flexible return policy to make your online shopping experience even easier. We do monitor the number of returns made by customers in order to check whether the purchase of products is pursued for consumer purposes and is not, on the contrary, pursued for commercial, entrepreneurial or professional purposes, and/or is otherwise related to fraudulent intent. Frequent or repeated returns and in breach of our terms and conditions will be flagged. In this case, at our discretion, we may proceed to close your MR PORTER account or refuse future orders.

All products must be returned in a new and unused state, in perfect condition, with all protective materials in place and the MR PORTER and designer tags attached to them (if applicable). This also includes all packaging, accessories and authenticity cards/dust bags. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way, or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.

For example, we may make a reduction in the following circumstances:

• the product(s) have been used, worn, damaged or washed;
• the designer and MR PORTER tag are not attached to the product(s) or have not been returned. Please note that the MR PORTER and designer tags constitute an integral part of each product; and/or
• you have not returned any packaging which is considered an integral part of a product (such as a dust bag).

You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense.

Bags and accessories

All designer packaging such as authenticity cards, dust bags and leather tags should be included with your return.

Please handle light-coloured bags and accessories 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-coloured bags.

Shoes

Please return all items, including the dust bag and box. When you try them on, stand on a carpeted surface to protect the soles.

Grooming, fragrance and candles

Grooming products should be returned unused, unopened and in their original packaging. Please note, both candles and fragrance are final sale and cannot be returned due to transport restrictions.

Underwear and swimwear

Please try these on over your underwear.

Fine Jewellery

These exquisite pieces must be returned to us unworn with the presentation box, protective packaging and any MR PORTER/designer cards or tags included.

Luxury watches

Luxury watches must be returned to us unworn with the plastic protective cover on the face and in its original packaging including the warranty, presentation box and any outer packaging. You must also ensure that it has not been wound up to the correct time. Watch bracelets that have been adjusted at your request must be returned with the exact same number of links as in the original delivery package.

Limited edition products and books

As these items are highly collectable, please only remove the protective cover and packaging once you are certain that you wish to keep them.

Technology

Technology products should be returned in the original packaging.

Late returns

Your item(s) should be sent back to us within 28 days of receiving your order. Returns outside this timeframe may be accepted at the discretion of MR PORTER and may only be refunded as a store credit.

Colours

We have made every effort to display the colours of our products that appear on MR PORTER as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display of a colour will be completely accurate.