Customer Care

Exchanges and Returns

Customer Care

Exchanges and Returns

The distribution centre that delivers orders to your location was recently damaged in severe weather.

Looking to exchange or return?

Whilst we work to get it back up and running, you may be unable to request an exchange. Our Customer Care Team is on hand to assist with any questions you may have.

If you ordered from our UK site during this time, please sign into this account to arrange this.

Unsure where to return?

Depending on when you placed your order, your delivery may have come from London or Italy. Make sure you arrange a collection back to the address shown on the returns label.

Need help with your return?

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

Call us on +44 330 022 5705

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 item(s) you would like to return.

2.    Click on the "CREATE RETURN" button and choose the reason for return.

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 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 02 715 50 50 and 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 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:

YOOX NET-A-PORTER GROUP,

Via Privata Paolo Baffi, 2

27015, Landriano  

Italy

Receiving a refund

Your refund will be issued back to the original payment method. As your order has been sent to a destination within the EU, all sales taxes will be refunded.

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 Consumer Code.

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.

Gift returns

To arrange a gift return, please email us for further assistance.

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.