Customer Care

Frequently Asked Questions

Customer Care

Frequently Asked Questions

Customer Care

Frequently Asked Questions

Do I need an account to place an order?

You don’t need an account to complete a purchase. However, if you register with us, you can enjoy the following benefits through your MR PORTER account:

  • Track your orders and view previous purchases
  • Request your exchange or return directly from your account
  • Add items and sold out products to your Wish List
  • Save your address and card details so you can shop even more quickly in future

How do I reset my password?

If you have forgotten your password, request a link to reset it or follow the ‘Forgotten password?’ link on the ‘Sign in’ page.

What packaging options can I choose from?

Mr Porter Premium Packaging

Your first order will be delivered in one of our signature white boxes. Next time you shop, ‘Basic Packaging’ will be the default selection, where your items will arrive in a non-branded box. Both our packaging options are FSC- certified and recyclable.

Please note that MR PORTER Premier orders in New York City, The Hamptons, Westchester (NY), Bergen (NJ), Fairfield (CT) Nassau (NY) and Hudson (NJ) are delivered in MR PORTER carrier bags, unless the gift option has been chosen. If you’d prefer a more discreet packaging, you can select the "basic packaging". Both our packaging options are FSC-certified and recyclable. 


Orders consisting solely of shoes will be delivered in the original designer packaging and placed into a plain brown box.


All sale items will be delivered in basic packaging, which doesn’t include our signature MR PORTER box.

Where do you ship my order from?

We ship all orders from our US and Italian locations. You will be notified in the order confirmation email if a part of your order might be shipped from Italy and you will receive one or more emails containing your tracking number once each package has left us.

For items coming from Italy, no additional taxes and duties will be charged. 

When will my credit card be charged?

As soon as you complete your order, authorisation for the necessary payment will be requested automatically to verify the validity of the credit card and availability of funds; however, the card is not charged at this time. The actual payment occurs when the order is dispatched, at which point you will receive a notification email.

If your order contains items that are shipped from our US and Italian locations, your card will be charged when each package is dispatched. In this case, you may see multiple payments corresponding to the same order and payment authorisation.

If you have any queries about a possible refund, please consult our Receiving a refund FAQ. 

Do you have free shipping promotions?

From time to time, we offer free shipping promotions. To receive email updates about our upcoming promotions, sign up to our mailing list. Please note that free shipping will be applied to your order on the payment page.

What size should I buy?

The size and fit of a garment often varies amongst designers. To help you choose the most suitable size, you can refer to the ‘Size and Fit’ tab and the product measurements on every product page.

If you need expert advice on sizing, contact our Style Consultants

Can I amend or cancel an item from my order?

Depending on the status of your order, it may be possible to cancel an item or request a different size for an item you have already purchased. Please note, we’re unable to add an item to an existing order.

If you need to make any amendments to your order, please call our Customer Care Team as soon as possible and we’ll see what we can do.

Do you offer price adjustments on sale items?

We offer a price adjustment on items purchased up to seven days prior to the commencement date of a seasonal sale. Please be aware that the exact style and size must be available for purchase at the time your request is made before any adjustment in the sale price can be approved.

All approved price changes will be credited to your MR PORTER account as store credit and will be automatically deducted at checkout when you next place an order.

Please note, we are unable to offer a price adjustment on further reductions or on any special promotion items that are temporarily reduced in price.

If you notice a change in the price of an item you purchased, please call our Customer Care Team and we’ll see what we can do.  

Where can I find information on sustainability?

To read more about how YOOX NET‑A‑PORTER GROUP is creating a more sustainable future, visit the Sustainability section on our corporate site,