Customer Care

Frequently Asked Questions

Customer Care

Frequently Asked Questions

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?

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

Call us on +1 877 535 3677

COVID-19 (coronavirus) information

Can I still shop?

We are open again for orders, and you may shop as you would normally. 

Why is my order delayed?

Although we’re back up and running, your order may take longer to reach you.

Stay tuned for an email update when your purchase is on its way.

What about the delivery of my purchase?

MR PORTER Premier

For your safety, we’re providing contactless delivery during this time. Our driver will ring or knock on your door, place your order on the ground and step back 6ft. Instead of asking for a signature, we’ll make a note of your full name to ensure your order has been left in safe hands.

For added peace of mind, all our drivers will be wearing face masks and gloves and are regularly washing their hands and carrying hand sanitiser. We’re also continuing to monitor their health and well-being so they can continue completing deliveries to the highest possible standard. Our fleet of vans are disinfected daily and deep cleaned once a week to maintain utmost cleanliness.

Our shipping partners

We are working with our shipping partners to ensure all appropriate health and hygiene standards are adhered to.   

Can I return?

We are accepting returns at our warehouse. Simply arrange a collection with our courier and return your purchase as usual.

Is it safe to shop?

The health and safety of our colleagues and the wider community has always been our first priority. 

Over the past few weeks, we have been working hard to build on the many existing safety measures in our warehouse. We have enhanced these even further to safeguard teams, going above and beyond government guidelines to maximise protection.

In agreement with our logistics partner and colleagues, as well as on the advice of the relevant health authorities, we have welcomed back a reduced number of staff, and will be keeping the situation under constant review as the team progressively expands in stages.

The logistics teams will benefit from the following advanced health-and-safety measures, newly introduced to safeguard them as we reopen:

  • 6 feet social distancing respected throughout site.
  • Temperature-control checks on entry, using advanced thermal screening technology.
  • Staggered breaks, staggered entry and exit to site and a one-way system implemented to site.
  • Increased cleaning and disinfecting of equipment.
  • PPE, including masks, gloves and sanitiser.
  • Reduction in the number of people working on every shift, to maximise social distancing. A phased approach will be implemented, inviting staff back gradually and safely. 

These newly adopted practices are in place to prioritise the health of our colleagues and our customers as we gradually restore our full service.

Why did you temporarily close your warehouse?

The YOOX NET‑A‑PORTER GROUP voluntarily suspended activities in the majority of its global warehouses. We did this for the health and wellbeing of our customers and community, which will always be our first priority. During this period, we have been investing in alternative ways to serve our customers, while implementing enhanced safety measures to protect our staff, so we are able to reopen gradually, carefully and responsibly.

Why are you reopening now?

The health and wellbeing of our customers and community will always be our first priority. After careful consideration, in line with government guidance and following the introduction of additional health-and-safety measures, we have taken the decision to gradually re-open our warehouses. We have welcomed back a reduced number of staff, with enhanced protection measures in place. We will continue to monitor the situation very closely as the team expands and will take all necessary action to protect our customers and community.

What does this mean for me?

We are here to support and serve our customers in the best way we can through this period, while always protecting the health and wellbeing of our colleagues and community. We are in regular contact with our customers to let them know how we are doing this and the changes we are making. At this time, customers are able to continue shopping with us, but we are letting them know deliveries may take a little longer to arrive.

When will you be back to business as usual?

We are keeping the situation under constant review. We are doing all we can to resume business as usual, while at the same time upholding our first priority, which is ensuring the health and wellbeing of our customers and community.

What are you doing to ensure colleagues’ safety?

We have introduced a number of additional health-and-safety measures that go above and beyond the local government guidelines. These include:

  • 6 feet social distancing respected throughout site.
  • Temperature-control checks on entry, using advanced thermal screening technology.
  • Staggered breaks, staggered entry and exit to site and a one-way system implemented to site.
  • Increased cleaning and disinfecting of equipment.
  • PPE, including masks, gloves and sanitiser.
  • Reduction in the number of people working on every shift, to maximise social distancing. A phased approach will be implemented, inviting staff back gradually and safely. 

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 FSC- certified, recyclable, non-branded box.

Please note that MR PORTER Premier orders in in New York and selected locations in Westchester and Bergen County, New Jersey are delivered in MR PORTER carrier bags, unless the gift option has been chosen. If you’d prefer a more environmentally-friendly option, you can select our discreet packaging and receive your delivery in a FSC-certified, recyclable non-branded bag.

Shoes

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

Sale

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

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.  

How do I contact your PR or Buying Team?

You can send an email to the following addresses:

Press and media: press@mrporter.com

Potential contributors - photographers, fashion journalists or editors: editors@mrporter.com

Suppliers and designers: designers@mrporter.com

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, ynap.com.

How do I redeem an existing Gift Card?

If you need to redeem a Gift Card, contact our Customer Care Team.

For more information, see Gift Cards under our Terms and Conditions.