Frequently Asked Questions
What does pre-ordering mean?
Get early access to next season’s most-coveted collections, securing the must-have items everyone is talking about before they sell out. Once your order is placed, we will deliver it to you as soon as it’s available.
How do I pre-order?
Look for items marked ‘PRE-ORDER’ and simply add the styles you love to your Shopping Bag and proceed to Checkout as usual.
When will my pre-order arrive?
FW20 Runway pieces will be delivered to you by October 2020. Once you have secured your item, we will ship it to you as soon as it becomes available. As soon as your pre-ordered piece has been sent, you’ll receive an email with the tracking details, so you know when to expect it.
Please note that when purchasing a pre-order piece, any items from our current collection in your Shopping Bag won’t be shipped until the pre-order is ready to be sent. If you’d prefer to receive any current pieces sooner, we’d suggest placing a separate order. If you have any queries about the delivery window for a specific product, please contact Customer Care for assistance on +44 330 022 5700.
Why do I need to select a shipping option for pre-orders?
Once your pre-ordered item is ready to be delivered, we’ll send it with the shipping option you selected at checkout. We’ll also email you once your order is on its way, so you can track its progress and know when it will arrive.
Can I change the size of my pre-order?
If you need to make any changes to the size of your pre-order, please contact us within 9 days of placing your order. After this time, we won’t be able to make any changes.
Can I cancel a pre-order?
If you change your mind, please contact Customer Care who can cancel your order for you.
Can pre-ordered items be returned?
If your purchase isn’t quite right, you can return or exchange your pre-order within 28 days of receipt. Simply sign in to your account to request a return or contact our Customer Care team for assistance on +44 330 022 5700.
Is my personal information kept private?
I've forgotten my password - What should I do?
To re-set your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via email.
What payment methods does NET-A-PORTER accept and is it safe to use my credit card online?
We accept Visa, MasterCard and American Express credit and debit cards. You can also choose to pay with PayPal. All payments are processed through a secure checkout system provided by ChasePaymentech.
First-time orders must also be sent to the cardholder's billing address or work address. This process is not only for your security but so we can verify your details independently. To ensure that you don't experience any delays to your order, please make sure all your details are entered correctly.
If you would prefer to place an order by telephone, you can call Customer Care at +1 877 678 9627, 24 hours a day, seven days a week.
How can I choose the currency I pay in?
You are currently viewing the United States version of our website, serving the United States, Canada and Latin America. By default your order will be charged in US Dollars.
If you are located in Africa, Asia, Europe, the Middle East or Oceania you may wish to shop from our International version of the website and pay in Euros (€) or Pound Sterling (£).To change the currency, select the country link at the top left hand side of the screen, followed by your location from the drop down list.
WHICH DESTINATIONS DOES NET-A-PORTER SHIP TO?
NET-A-PORTER delivers to 170 locations worldwide, as listed below:
How long does delivery take, and how much will it cost?
For information on delivery and shipping charges to your destination, view our Shipping options
Do you ship to PO boxes and freight forwarding addresses?
Please note that we are unable to deliver to Post Office boxes, apart from in the following countries: Bahrain, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia and the United Arab Emirates. We do not deliver to forwarding addresses, which includes Aramex addresses.
Do you offer a same day delivery service?
If you live in New York City, and selected areas* of New York and New Jersey we offer the NET-A-PORTER Premier service.
Simply place your order by 10am for delivery between 10am-5pm (seven days a week) or by 2pm to receive your items between 6pm-9pm (Monday to Friday).
We also cover the Connecticut towns of Darien, Greenwich, New Canaan, Norwalk, Stamford, and Westport via a courier service that works closely with our Premier team. Complete your order by 12pm for same-day delivery between 5pm-9pm (seven days a week).
* Westchester County, NY and Bergen County, NJ
To find out if NET-A-PORTER Premier delivers to your postcode, refer to our US Delivery Times and Costs.
Is my package insured and do I need to sign for my order?
All your purchases are insured against theft and accidental damage whilst in transit from NET-A-PORTER to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered.
A signature requirement can be waived for packages delivered by UPS, however, you will still be required to sign for all international orders delivered by DHL. More information
How much duties and taxes will I have to pay?
Prices displayed on the website are exclusive of taxes. When you proceed to purchase your order, sales tax and customs duty (where applicable) will be calculated on the total merchandise value and shipping charges, and displayed on the Order Summary page.
If you are shipping within the USA, local sales tax will be charged on all orders (where applicable). It is your responsibility as the customer to report any purchases of tangible personal property that have not been taxed by NET-A-PORTER and pay use tax on those purchases unless exempt under local State law.
Most countries are shipped on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties are included in the final purchase price.
Whereas when a DDU (Delivery Duty Unpaid) destination is selected, the product prices displayed are exclusive of all taxes and duties. So once your order arrives at its destination you will be required to pay all import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs.
View our shipping information in more detail.
Does NET-A-PORTER ship to multiple addresses?
We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.
Why are some items marked as final sale?
During our sale clearance, products are final sale and cannot be returned or exchanged.
This also applies to fragrance, nail polish and aerosols due to transport restrictions.
Why are shipping restrictions applied to some items?
Due to international trading agreements and regulations, NET-A-PORTER.COM is obliged to adhere to particular shipping restrictions.
As a result, we are unable to dispatch items made of exotic skins to California and outside of the United States. In addition, some products manufactured in China and fine jewelry of certain compositions, are not allowed to be shipped to some countries.
The US Department of Transportation does not allow pressurized or flammable items to be shipped by air. Therefore, orders containing fragrance, nail and aerosol products must be delivered via our Ground option or our NET-A-PORTER Premier service (available in New York and selected locations in Westchester and Bergen County, New Jersey).
If you add a product to your shopping bag that we are unable to ship to your country, you will be prompted to remove it. Alternatively, you can change your shipping address to a different destination where these restrictions do not apply.
For more information, please read our Shipping information.
Can I change or amend my order once it has been placed?
Before your purchases have been prepared for dispatch we can cancel an item, change the size or edit your billing and shipping details.
However, we are unable to combine orders or add pieces to an existing order once it has been placed.
If you need to make any amendments, please call customer care at +1 877 678 9627.
How can I track my order?
Once your order has been dispatched, you will receive an email containing your air waybill number to track your package.
If you have registered, you can also follow the progress of your delivery by signing into your account and selecting My Account followed by Order Status.
How do I return or exchange an item?
Making a return or exchange is easy. You have 28 days to decide whether to keep your items and we will collect from your home, work or alternative address for free. Simply request a returns merchandise authorization (RMA) number from your NET-A-PORTER account and then book a collection to send your item(s) back to us.
View more information.
Will I be refunded the full value of my order?
If your order has been sent to a destination within the US or Canada, all sales taxes will be refunded. Outside the US and Canada, customs duties and sales taxes are non-refundable through NET-A-PORTER. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
Please note that it can take up to 10 business days for the refund to appear in your account.
Does NET-A-PORTER have seasonal sales?
NET-A-PORTER offers seasonal sales twice a year. Register for email updates to be notified when our sale starts, and when we offer further reductions.
How do I buy a gift card?
- Select GIFT S from the top navigation menu in the drop down followed by GIFT CARDS.
- Decide whether you would like to purchase a printed or virtual gift card. Printed gift cards are shipped in NET-A-PORTER signature packaging, and virtual gift cards are emailed directly to the recipient.
- Choose the amount, enter the recipient's name (and email address for virtual gift cards), include a personal message, and then add the gift card to your shopping bag
- You will be notified by email as soon as your printed or virtual gift card has been dispatched
You can buy a NET-A-PORTER gift card in US Dollars (USD) by following these steps:
To purchase multiple printed gift cards and have them shipped to different addresses, you will need to repeat the purchasing process and pay the shipping charges for each address the printed gift card is sent to.
If you have any questions or need assistance placing an order for a NET-A-PORTER gift card, please contact the Customer Care team by emailing email@example.com or calling us at +1 877 678 9627.