Customer Care

Privacy Policy

Customer Care

Privacy Policy

Customer Care

Privacy Policy

Company Name: THE NET‑A‑PORTER GROUP LIMITED (hereinafter referred to as ("we", "our" or "us") Address: 1 The Village Offices, Westfield London, Ariel Way, London, W12 7GF

Representative: Alison Loehnis Brett

Date: 23rd April, 2025

Welcome to the NET‑A‑PORTER website.

We are committed to protecting and respecting your privacy. This privacy policy describes what personal information we collect, how we will use that information and how we keep your information safe. For additional information on how we use cookies please refer to our Cookie Policy. For all other information regarding our services, please refer to our Terms & Conditions.

If you have a question that is not answered here, or if you would like more information about how we collect, use and store your personal information, you can contact our Customer Care Team at any time by emailing privacy@net-a-porter.com or by calling +44 330 022 5700, emailing to Data protection Officer (（DPO@ynap.com）) or mailing to either the two address below:

THE NET‑A‑PORTER GROUP LIMITED, 1 The Village Offices, Westfield London, Ariel Way, London, W12 7GF, UK

YOOX NET‑A‑PORTER S.p.A, Via Morimondo 17, 20143 Milan, ITALY

1. Who is the data controller?

Under the Act on the Protection of Personal Information and this privacy policy, the data controller is responsible for ensuring that your personal information is held securely, that you are given accurate information about how your personal information is used, and that your rights regarding your personal information are respected.

The NET‑A‑PORTER website is owned and run by us. For the purpose of the UK Data Protection Act 2018 and the General Data Protection Regulation 2016 (hereinafter referred to as the Law), the data controllers for any personal information we hold about you are THE NET‑A‑PORTER GROUP LIMITED of 1 The Village Offices, Westfield London, Ariel Way, London, W12 7GF, United Kingdom and our parent company, YOOX NET‑A‑PORTER GROUP S.p.A. of Via Morimondo 17, 20143 Milan, Italy, a company fully owned by LuxExperience B.V.

If we use the term "our Group", this means us and our subsidiaries, our ultimate holding company and its subsidiaries (or any of them). The term "our online services" refers to NET‑A‑PORTER, MR PORTER, THE OUTNET, our mobile and tablet applications, our pages on third party social media platforms such as Instagram, Facebook, Twitter, Pinterest and Google+ and any other websites or apps we own or run from time to time. The term "our services" refers to our online services and any of our other products and services, such as PORTER magazine, offered from time to time. If you use any of our services, we will refer to you using the terms "user", "visitor", "you", "your", "yours" in this privacy policy.

Should you have any queries about our use of your personal information, please emai to our Customer Care Team privacy@net-a-porter.com, or call +44 330 022 5700, email to Data protection Officer (（DPO@ynap.com）)or mail to either the two address below:

THE NET‑A‑PORTER GROUP LIMITED, 1 The Village Offices, Westfield London, Ariel Way, London, W12 7GF, UK;

YOOX NET‑A‑PORTER S.p.A, Via Morimondo 17, 20143 Milan, ITALY

2. What personal information do we collect?

We collect and process only the information that is required to allow us to provide our services to you. We collect the following information when you browse or shop at www.net-a-porter.com:

  • We process the personal information required to complete and dispatch your purchase, including your name, billing address, delivery address, payment details, mobile number, telephone number and email address.
  • We collect your email address in order to send you confirmation of your order; we collect your telephone number so that we can contact you if there are any issues with the order.
  • We collect your email address when you sign up to receive NET‑A‑PORTER News.
  • If you register for a NET‑A‑PORTER account, we collect your name, email address, password, country and additional information regarding your favourite designers and your marketing preferences.
  • When you contact our Customer Care Team, we may collect additional information to help us resolve any queries relating to your order, delivery, payments, marketing, the website or any other queries.
  • We collect and process information about your browsing on www.net-a-porter.com, including the pages you visit and how you interact with these pages. If you have registered for an account, we collect browsing information about your access to the dedicated areas of the website.
  • If you are a customer of www.net-a-porter.com, or if you have given us your consent, we collect and process your personal information for direct marketing activities.
  • If you provide us with someone else's information - for example, if you purchase a product to be delivered to a friend or as a gift - we will collect and process the personal information required to complete the transaction such as the name, delivery address and other contact details for your friend. If you are receiving an item as a gift, we will process your personal information only to fulfil the gift request and our contractual obligations.
  • When you use the App version of our website, we will ask for your consent to collect personal information from you in order to send you brief messages, "push notifications" about products and services that we believe may be of interest to you. With your consent, we will also collect information regarding your use of the App and your IP address, in order to improve our service to you. You can disable push notification at any time by updating the App settings in your mobile device.
  • If you subscribe to PORTER magazine, we will collect and process the personal information required to complete and dispatch your purchase, including your name, billing address, delivery address, payment details, telephone number and email address. We collect your email address in order to send you confirmation of your order; we collect your telephone number so that we can contact you if there are any issues with the subscription. You have the option to provide us with your birth day and month and to subscribe to our marketing communications and those from our partners.
  • When you call our Customer Care Team, your call will be recorded for training and fraud prevention purposes.

3. How do we use the personal information we collect?

We collect and process your personal information for the following purposes:

  • When you purchase a product from www.net-a-porter.com we ask you for the personal information necessary to allow us to fulfil our contract with you including taking payment, any related anti-fraud checks if you choose to pay by credit/debit card, billing, shipping and delivery of the product and possible handling of the return.
  • When you visit www.net-a-porter.com, we will collect the minimum personal information necessary to allow us to provide you with the services of the website, such as placing and holding items in your shopping bag.
  • When you visit www.net-a-porter.com, we will use some information about your use of the website to help us improve the website and our promotion of the website. This will include information about how you came to the website; the date and time of your visit; products you viewed or searched for; page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page.
  • We also collect information about your use of www.net-a-porter.com by using cookies. More information about how we use cookies and how you can, if you wish, turn off cookies is included in our Cookie Policy.
  • When you register on www.net-a-porter.com, we will collect the information necessary to ensure that we can recognise you on return visits and provide you with the services registration offers, such as creating a Wish List or subscribing to emails about your favorite designers. If you would prefer not to continue receiving these emails, you can unsubscribe at any time using the link on the bottom of the email, or by contacting our Customer Care Team.
  • When you sign up for our marketing communications, we will ask you for your email address. If you would prefer not to receive these emails, you can unsubscribe at any time using the link on the bottom of the email, or by contacting our Customer Care Team.
  • If you have purchased from www.net-a-porter.com, we will use the personal information we hold about you, including your purchase history, to contact you regarding products and services that may be of interest to you. This contact will normally be via email, but in certain circumstances we may contact you via other methods e.g. we may call you if an item we know you have been eager to purchase comes back into stock. If you would prefer not to be contacted in this way, you can unsubscribe from emails at any time using the link on the bottom of the email, or update your contact preferences on www.net-a-porter.com or by contacting our Customer Care Team.
  • We process contact information, purchase history, web browsing information and lifestyle information to tailor our marketing communications, web site presentation and the internet advertising of our website and/or products sold thereon to meet your preferences. For example, if you have been browsing or have previously purchased a particular shoe designer, we may send you an email to tell you that these are now on sale or display similar products to you as part of our internet advertising.
  • When you contact our Customer Care Team, we will use the personal information you provide and that we have collected to respond to your requests for help or information.
  • When you use the App version of our website, we will collect information regarding your use of the App and your IP address, in order to send you push notifications about products and services that we believe may be of interest to you.
  • When you subscribe to PORTER magazine, we ask you for the personal information necessary to allow us to fulfil our contract with you including taking payment, any related anti-fraud checks if you choose to pay by credit/debit card, billing, shipping and delivery of the magazine. You have the option to provide us with your birth day and month and to subscribe to marketing communications and those from our partners. If you have any questions regarding this use of your personal information, please contact the PORTER privacy team via privacy@net-a-porter.com
  • If you use the services of PORTER Concierge, we will share the specific contact details you provide with the brand whose product you have asked us to help you find. For example, if you have asked about a specific dress, we will pass this information to the designer along with your name, email address, phone number (if given) and any other relevant information included in your inquiry such as dress size.
  • When you call our Customer Care Tfeam, your call will be recorded for training and fraud prevention purposes.
  • We will use the contact information that you provide to deliver service messages such as any change to our Terms and Conditions or privacy policy, delivery updates or other non-marketing communications.

4. What is our legal basis for processing your personal information?

5. Who will process your personal information?

Your personal information will also be transmitted to third parties that we use to provide our services; these parties have been rigorously assessed and offer a guarantee of compliance with the legislation on the processing of personal information. These parties carry out their activities according to the instructions given by THE NET‑A‑PORTER GROUP LIMITED and YOOX NET‑A‑PORTER GROUP S.p.A and under our control.

The third parties in question belong to the following categories: banking operators, internet providers, companies specialising in IT and telematics services; couriers; companies that carry out marketing activities, including social media organisations; companies or our partners organizing special events for NET‑A‑PORTER customers that may be of interest to you; companies specialising in market research and data processing; companies offering contact centre services; companies providing publishing and distribution services or internet advertising (personalised internet advertising services) will be supplied by Criteo S.A. (‘Criteo’) in several jurisdictions (further information on the data processed by Criteo is available at: https://www.criteo.com/privacy/how-we-use-your-data/ ). Please read Criteo's Privacy policy carefully, as well as other useful information on data processing available here: https://www.criteo.com/privacy/. If you would prefer not to see personalised internet advertisement of our website and/or products sold thereon provided by Criteo any longer, you may disable Criteo services at any time by following one of the procedures specified in p.8) below).

Furthermore, when you participate in a prize giveaway/contest to which we are a partner or provider, we may transfer some of your information (i.e. order number) to companies assisting us in identifying a winner in accordance with the prize giveaway/contest rules and/or share it with the partner(s) or provider(s) to this prize giveaway/contest for the sole purposes related thereto. Such parties are subject to the same requirements on data protection compliance as the third parties that we use to provide our services specified above.

Under some circumstances we may be required to disclose or share your personal information without your consent, for example if we are required by the police, the courts or for other legal reasons. Your information may be transmitted to the police, judicial and administrative authorities, in accordance with the law, for the investigation and prosecution of crimes, the prevention of and protection from threats to public security, to allow THE NET‑A‑PORTER GROUP LIMITED to ascertain, exercise or defend a right in court, as well as for other reasons related to the protection of the rights and freedoms of others.

In carrying out the data processing for pre-contractual performance and fulfillment as well as for marketing measures, NET‑A‑PORTER, as a part of LuxExperience Group, will share your personal data with other affiliated entities of our parent company LuxExperience B.V. based on Art. 6 (1)(a) or (f) of the General Data Protection Regulation (Regulation (EU) 2016/679). We may also transfer your personal information to a buyer or potential buyer in the event that our assets are acquired by another organisation. The purchaser will be required by law to use your personal information only as described in this Privacy Policy.

6. Joint Use of Personal Information

We will jointly use personal information as follows:

(1) Items of personal information to be jointly used:

Personal information described in “2. What personal information do we collect?".

(2) Purpose of use of personal information to be jointly used:

Purposes described in “3. How do we use the personal information we collect?            ”.

(3) Scope of joint users:

YOOX NET A PORTER GROUP S.p.A. which is parent company of THE NET‑A‑PORTER GROUP LIMITED （Address: Via Morimondo 17, 20143 Milan, Italy)

 (4) Party responsible for management of joint use:

THE NET‑A‑PORTER GROUP LIMITED (Address: 1 The Village Offices, Westfield London, Ariel Way, London, W12 7GF. Representative: Alison Loehnis Brett)

7. Personal information transfer outside Japan

Some of the third parties listed in the previous paragraph '5. Who will process your personal information?' may be located in countries outside Japan that nevertheless offer an adequate level of data protection, as established by specific decisions of the European Commission (https://ec.europa.eu/info/law/law-topic/data-protection/data-transfers-outside-eu/adequacy-protection-personal-data-non-eu-countries_en).

In a case falling under any of the following items, personal information we collect may be transferred to, stored and processed in any country where a third party is located. We will protect the personal information we transfer in accordance with this privacy policy and the Act on the Protection of Personal Information and other applicable laws.

(1) If we or a third party are located in a foreign country prescribed by rules of the Personal Information Protection Commission as a foreign country establishing a personal information protection system recognized to have equivalent standards to that in Japan in regard to the protection of an individual’s rights and interests;

(2) If necessary measures are taken with us or a third party to ensure the continuous implementation of measures equivalent to those of that should be taken by the business operator handling personal information.

For more detailed information on such personal information protection system and measures, please contact our Customer Care Team by e-mail at privacy@net-a-porter.com or by phone at +44 330 022 5700, or contact our Data Protection Officer by e-mail at DPO@ ynap.com) or by mail to either of the following two addresses

THE NET‑A‑PORTER GROUP LIMITED, 1 The Village Offices, Westfield London, Ariel Way, London, W12 7GF, UK

YOOX NET‑A‑PORTER S.p.A, Via Morimondo 17, 20143 Milan, ITALY

8. How long do we keep your personal information?

We keep your personal information for a limited period of time in line with the Act on the Protection of Personal Information and our data retention policy. The specific retention period will vary according to the reason for processing your personal information. After this period, your personal information will be permanently erased or otherwise irreversibly rendered anonymous.

Your personal Information are retained in accordance with the following criteria: When you have purchased goods from www.net-a-porter.com, we will retain the billing data until the end of the relevant accounting period, normally seven years from the billing date;

When you make a payment, we will retain your payment details up to the certification of the payment and the completion of the relevant administrative-accounting formalities regarding your right of withdrawal and the terms applied for the disputing of the payment;

When you provide us with personal information in order to use the services of www.net-a-porter.com, such as marketing communications, we will keep your information for this purpose until the termination of the service or until you cancel your subscription to the service;

When you give us your consent to send you marketing communications, you can withdraw your consent at any time. We will consider your consent to be current for five years from your last interaction with any email that we send you, with our App or with www.net-a-porter.com In any case, we will reduce the number of marketing contacts after six months if you don't interact with us;

When we use your personal information and browsing history to analyse your behaviour in order to customize the website and to show you personalized sales offers, we will keep the information for analytical purposes until you ask us to delete it;

When we use personal information for market research and satisfaction surveys, we will keep the information until you ask us to stop.

When you contact our Customer Care Team, we will keep any additional personal information you provide that is specific to your inquiry for as long as you remain an active customer of www.net-a-porter.com.

When you contact our Customer Care Team, we will keep the call recording for six months. Credit card details are not recorded as part of the call.

9. Your rights

You have the right to request a copy of the data that we hold about you (and we will provide this to you free of charge once we have confirmed your identity). If you would like a copy of some or all of your personal data, please email or write to us using the contact details in this policy.

If we do hold personal data about you we will:

  • disclose the data to you- notify you of the purpose of utilizing the data
  • tell you why we are holding  the data
  • tell you who  the data could be shared with
  • tell you how long we will keep the data
  • if the data was not provided by you, we will give you any available information such as the source of the data
  • tell you if the data has been used for automated decision making
  • tell you if the data is stored outside of the European Economic Area, and if so what safeguards are in place to protect your personal data
  • disclose the record on provision of personal data to third parties to you
  • let you have a concise and clear copy of the data

You have the right to request for correction, addition or deletion of any inaccuracies in the personal data we hold about you and for suspension of use of your data until it has been corrected or added. We want to make sure that your personal data is accurate and up to date and we will be happy to make correction, addition or deletion of data you think is inaccurate.

If you have given us your consent to use your personal data for marketing, you have the right to withdraw your consent at any time by calling our Customer Care Team, clicking "unsubscribe" on a marketing email or replying STOP to a text message. Alternatively, you can sign into your account on www.net-a-porter.com and update your requirements 

in our Email Preference Centre. You may receive a small number of further communications immediately after unsubscribing but we will implement your request as quickly as possible.

If you believe that your personal data we hold about you is being used without your consent for purposes other than those for which it was originally intended to be used, or that it is being used inappropriately, or that your personal data has been obtained through deceptive or other wrongful means, or that your sensitive personal data has been obtained without your consent, you have the right to request us to suspend the use of or delete your personal data.

If personal data we hold about you is provided to a third party without your consent in violation of Article 27, Paragraph 1 or Article 28 of the Act on the Protection of Personal Information, you have the right to request us to suspend providing such personal data to such third party.

You have the right at any time to oppose our processing of your personal data on the basis of our legitimate interest. You will need to explain the reasons behind your request and allow us to consider your request and respond.

If you would prefer not to see personalised internet advertisement of our website and/or products sold thereon provided by Criteo any longer, you may at any time disable Criteo services by following one of the procedures below:

-by clicking on the AdChoice icon that is present on all ads displayed by Criteo; -for Internet browsers, by following the instructions available here: https://www.criteo.com/privacy/disable-criteo-services-on-internet-browsers/ -for mobile applications, by following the instructions available here: https://www.criteo.com/privacy/disable-criteo-services-on-mobile-applications/ -by using opt-out platforms provided by self-regulatory organisations of which Criteo is member, such as EDAA (www.youronlinechoices.com) or NAI (http://optout.networkadvertising.org/?c=1).

You have the right to request the deletion of your personal data. After receiving and reviewing your request, if legitimate it will be our responsibility to promptly cease processing and to delete your personal data.

You have the right to receive a copy of your data that we process based on your consent or on the basis of a contract with you in a standard format. If you wish, where technically possible, we can transfer your data directly to a third party indicated by you.

To exercise any of these rights, you can sign in to your account, contact our Customer Care Team by emailing at privacy@net-a-porter.com or by calling +44 330 022 5700, emailing to Data protection Officer (（DPO@ynap.com）) or mailing to either the two address below:

THE NET‑A‑PORTER GROUP LIMITED, 1 The Village Offices, Westfield London, Ariel Way, London, W12 7GF, UK;

YOOX NET‑A‑PORTER S.p.A, Via Morimondo 17, 20143 Milan, ITALY

To ensure that the personal data of our users are not subject to breaches or illegitimate use by third parties, we will ask you to confirm your identity before carrying out your request.

10. Security

We protect your personal data with specific technical and organisational security measures aimed at preventing your personal data from being used illegitimately or fraudulently.

In particular, we use security measures that guarantee: pseudonymisation or encryption of your data; the confidentiality, integrity, and availability of your data as well as the resilience of the systems and services that process them; the ability to restore data in the event of a data breach. Furthermore, THE NET‑A‑PORTER GROUP LIMITED undertakes to test, verify and regularly evaluate the effectiveness of technical and organizational measures in order to guarantee continuous improvement in the safety of processing.

For more detailed information on such measures, please contact our Customer Care Team by e-mail at privacy@net-a-porter.com or by phone at +44 330 022 5700, or contact our Data Protection Officer by e-mail at DPO@ ynap.com) or by mail to either of the following two addresses

THE NET‑A‑PORTER GROUP LIMITED, 1 The Village Offices, Westfield London, Ariel Way, London, W12 7GF, UK

YOOX NET‑A‑PORTER S.p.A, Via Morimondo 17, 20143 Milan, ITALY

11. Changes to this notice

We keep our privacy policy under regular review in order to reflect changes in our services and in privacy regulation. This privacy policy was last updated on 23rd April, 2025.

12. Legislative references and useful links

The processing of your personal information is carried out by THE NET‑A‑PORTER GROUP LIMITED and YOOX NET‑A‑PORTER GROUP S.p.A. in compliance with the Act on the Protection of Personal Information of Japan (Act No. 57 of 2003), the Regulation (EU) 2016/679 general regulation on data protection, UK Data Protection Act 2018 and rules on the processing of personal data (https://ico.org.uk/).