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Customer Care

Exchanges and Returns

Customer Care

Exchanges and Returns

Need help with your return?

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Call us on +852 3018 6822

Returns

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 in your MR PORTER account
  • Book your complimentary collection
  • Send your purchase back to us

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?

There’s no cost to exchange your purchase, although if you’re based outside the EU, 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.

Returning your purchase

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 items 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. We’ll then send you an email with your return instructions.
  4. Sign the returns proforma invoice included in the box with your order. Make sure you leave your package open, so the contents can be checked.
  5. Book your free collection online or over the phone:

Online

Click on the link here or in your 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 +852 2400 3388 or visit dhl.com to find the telephone number of your nearest DHL branch. Remember to quote our account number found in your returns email.

DHL Drop Off

If you prefer, you can take your return to your nearest DHL service point.

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. Please email us if you intend to do this and send your purchase to the following address:

MR PORTER DC1

Unit 3, Charlton Gate Business Park

Anchor and Hope Lane

London SE7 7RU

United Kingdom

Receiving a refund

You can choose to receive your refund either as store credit to your MR PORTER account or back to the original payment method.

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.

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 or by hiring a customs broker.

If your order has been sent to any of the following locations, you will receive a refund of all applicable taxes and duties when returning your purchase:

  • Middle East: Bahrain, Kuwait, Oman, Qatar, Saudi Arabia and the United Arab Emirates
  • Australia
  • Singapore
  • Switzerland

Repeated returns

We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers and continued returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the closure of your MR PORTER account or future orders being refused.

If this applies to your account, we will be in touch.

Our policy

All items must be returned new, unused and with all MR PORTER and designer garment tags attached within 28 days of receipt.

Returns that do not meet our policy will not be accepted and will be sent back to you.

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.

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.

Luxury watches aftercare

Our pre-sale and delivery service is backed up by an aftercare programme that includes a two-year warranty for all working parts and manufacturing faults. For more information, please contact Customer Care.

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 you order. Returns outside this timeframe 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 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.

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.