Customer Care

Delivery

Customer Care

Delivery

Purchasing during sale?

We may need longer to prepare your order. Keep track of its progress by signing into your account or look out for an email as soon as it's on its way

Need help with your delivery?

We're available 24/7 and speak over 14 languages

Call us on 0800 044 5705

Your delivery options

Our delivery options and costs may vary. View what's currently available at checkout.

Premier Daytime: 12 GBP

  • Delivery between 10am-6pm, seven days a week
  • Place your order by 10am for same-day service in London and selected surrounding areas
  • Allocated one-hour delivery window
  • Select a nominated date for delivery up to seven days in advance

Premier Evening: 12 GBP

  • Delivery between 6pm-9pm, Monday to Friday
  • Place your order by 2pm for same-day service in London and selected surrounding areas
  • Allocated one-hour delivery window
  • Select a nominated date for delivery up to seven days in advance

Next Day: 8 GBP

  • Order by 3pm GMT to receive your purchase next business day
  • Delivery between 9am-5pm, Monday to Friday
  • Please note, purchases made after 3pm GMT on Friday and during the weekend will arrive the following Tuesday

Nominated Day: 8 GBP

  • Monday to Friday delivery between 9am-5pm
  • Order by 5pm to nominate a day for delivery, 48 hours after the date of purchase and in the seven days following
  • Available to selected postcodes

Express: 5 GBP

  • Receive your purchase within 3 business days after your order has been accepted
  • Delivered 9am-5pm, Monday to Friday

Please note, if all or part of your order is coming from one of our other locations, it may take 3 business days to arrive. We'll let you know if this is the case when you proceed to purchase.

DHL On Demand Delivery

Our shipping partner, DHL, offers you the flexibility to make changes to your delivery while it’s on its way to you using DHL On Demand Delivery (ODD). Whether you need to schedule a delivery for another day or remove the signature requirement, ODD makes it easy for you.

Once your order has left us and is with DHL, they will contact you via SMS and/or email to let you know when to expect the delivery. If ODD is available in your location, this message will also contain a link to the ODD site. All you need is your tracking (shipment waybill) number.

Here’s a few options you can select to customise your delivery:

Schedule Your Delivery

If your estimated delivery date doesn’t suit, you have the option to select another date within 5 working days.

Where available, you’ll also be able to select a timed window to receive your order.

Signature Release

If you’d prefer not to sign for your delivery, you can remove the signature requirement. Please note that if you choose to remove this, MR PORTER and DHL cannot be held responsible for any loss or damage that may occur once your order has been delivered.

Leave With Neighbour

Request for your order to be left with your neighbour by providing DHL with their house number and any further instructions. Please note that if you select this option, MR PORTER and DHL cannot be held responsible for any loss or damage that may occur once your order has been delivered.

Collection from a DHL Service Point or Parcel Locker 

If you won’t be in for your delivery, you can choose to pick this up from DHL Service Point.

DHL ODD will show you the nearest DHL Service Points to you, so you can select which one works best for you. They’ll then contact you to let you know when it’s ready to collect and how long you have to pick up your delivery. Please note that if the parcel is not collected within this timeframe, it’ll be sent back to the DHL depot.

To collect your parcel from a DHL Service Point you’ll need to bring two forms of ID:

  • A photographic ID (e.g. passport or driving license)
  • Your email/SMS notification from DHL

In the UK, you can also select an InPost Locker to pick up your order from. When your order is ready to collect, DHL will provide you with a key code by email and/or SMS which you’ll need to collect your parcel. They’ll also let you know how long you have to pick up your purchase.

Vacation Hold

Still on vacation? You can request DHL to hold your delivery for up to 30 calendar days for you.

Where available, you’ll also be able to select a timed window to receive your delivery.

Taxes and duties

Taxes and duties are calculated according to your shipping destination. Make sure you select your location to view the correct local market pricing, delivery times and shipping costs.   

VAT will be applied to orders dispatched within the United Kingdom, excluding the Channel Islands.

We ship to your destination on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the final purchase price.

PO boxes

We are unable to deliver to PO boxes or forwarding addresses (including Aramex addresses) at this time.

Shipping restrictions

General

Due to international trading agreements and local customs restrictions, we may be unable to ship certain items to your location. We'll let you know if this is the case once you proceed to purchase.

Grooming

Due to transport restrictions, we are unable to ship pressurised or flammable items by air. Orders of this nature must be delivered via our Standard shipping option or our MR PORTER Premier service (available in London).

Lithium batteries

We are also unable to ship lithium batteries by air. Items containing lithium batteries can only be delivered via our Standard shipping method or our MR PORTER Premier service where available.

How to track your order

Our delivery time starts from the moment an order is accepted and includes a 24 hour period where your items will be processed and dispatched. Please note, this can take longer during Sale.

Once your order has left us, you will receive an email containing an air waybill number to track its progress online. If you are a registered customer, you can also follow your delivery by signing into your account and selecting 'My Orders'.

Signing for your purchase

You can rest assured that we'll keep your purchase safe until it reaches you. Your order is insured against theft and accidental damage during delivery. Once your purchases have been delivered to the specified address and signed for, they are no longer covered by insurance. If you are unavailable when your package arrives, our courier will make two more attempts to deliver your purchase.

If you won't be in, you can choose to waive the signature on the shipping page at checkout. 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. Please note, orders containing items of high value may still require a signature, even if you did not select to sign for your order on arrival.

MR PORTER Premier

A signature is required at the time of delivery for our same-day delivery service in London.