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 the 'My Orders' section in your NET‑A‑PORTER account. Alternatively, if you placed your order as a guest you can complete your return request here. 
• Take your return to your nearest drop off point or book your collection. 

Items must be returned to us unused with all NET‑A‑PORTER tags and designer labels still attached. Returns that do not meet our policy will be sent back to you.

As soon as you've decided you'd like to exchange or return, you have 28 days from the date you received your order. Please follow the below steps:  

1. Create your exchange or return here. If you are a registered user, by logging in your NET‑A‑PORTER account under My Orders, select the order number containing the item(s) you would like to return.
2. Click on the "CREATE EXCHANGE/RETURN" button and choose the reason for return. If you’d like an exchange, select your preferred size.
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. If you no longer have this, you can find a replacement PDF copy attached to your Dispatch Email. Seal your box before handing to the courier.
5. Return your purchase:

a) Return for free at a drop-off point near you

UPS

Take your return to your nearest UPS store or facility. Please find your nearest drop-off point here

DHL

If your purchase contained a DHL returns label, you can take your return to your nearest DHL Express service point.

b) Book a free returns collection:

Online

Click on the link here or in your returns email. Make sure your country/region is correct in the top-right hand corner of the page and follow these steps:

• You will be asked if you need a DHL return label. Simply select ‘No’ followed by ‘Next’ as this would have been included with your initial order. If you don’t have a label please contact Customer Care for a new one.
• In the drop down select the DHL waybill to book your collection. The 10-digit waybill is located under the barcode of your printed returns label.
• Enter your collection address and any specific instructions for the driver.
• Add the weight of the parcel and the dimensions.
• Use the cursor arrows to select your preferred date and collection window.

You will receive an email (and SMS if signed up) once your collection is confirmed.

Phone

Simply call DHL Express on +7 (495) 956 1000 or visit dhl.com to find the telephone number of your nearest DHL Express branch. Remember to quote our account number from your printed returns label.

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 or nominated courier partners (UPS and DHL Express) so that they are protected and insured. If you are returning via DHL, please ensure you use DHL Express and not another third party, such as DHL Deutsche Post.

You can return using other third party providers, but we are unable to accept liability or responsibility for these. If you intend to do this, please send your return to the following address:

YOOX NET‑A‑PORTER GROUP, Via Privata Paolo Baffi 2, 27015, Landriano, Italy

Due to circumstances beyond our control, it is currently not possible to offer our regular return service or process refund requests. For orders placed and received after January 1, 2022, you will be able to return the goods and request a refund, regardless of how much time has passed. We will ensure that the corresponding amount will be refunded as soon as it becomes possible. If you prefer to receive a refund immediately, we are able to issue you store credit to the value of the order paid instead. The credit will remain securely in your account and can be used on your next order as soon as this becomes available.

We offer a flexible return policy to make your online shopping experience even easier. We do monitor the number of returns made by customers in order to check whether the purchase of products is pursued for consumer purposes and is not, on the contrary, pursued for commercial, entrepreneurial or professional purposes, and/or is otherwise related to fraudulent intent. Frequent or repeated returns and in breach of our terms and conditions will be flagged. In this case, at our discretion, we may proceed to close your NET‑A‑PORTER account or refuse future orders.

All products must be returned in a new and unused state, in perfect condition, with all protective materials in place and the NET‑A‑PORTER and designer tags attached to them (if applicable). This includes all packaging, accessories and authenticity cards/dust bags. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.

For example, we may make a reduction in the following circumstances:

• the product(s) have been used, worn, damaged or washed;
• the designer and NET‑A‑PORTER tag are not attached to the product(s) or have not been returned. Please note that the NET‑A‑PORTER and designer tags constitute an integral part of each product; and/or
• you have not returned any packaging which is considered an integral part of a product (such as a dust bag).

You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense.

Bags & Accessories

All designer packaging such as authenticity cards, dust bags and leather tags should be included with your return.

Please handle light-colored 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-colored bags.

Shoes

When trying on shoes, stand on a carpeted surface to protect the soles. Please return all items including the dust bag and shoebox. The shoebox forms part of the product and should remain intact by placing in outer packaging when sending back to us otherwise, it will not be accepted.

Beauty, Fragrance & Candles

Skincare, cosmetics and haircare must be returned unused, unopened, and in their original packaging. Please note that fragrance, nail polish, candles and aerosols are final sale and cannot be returned due to transport restrictions.

Lingerie & Swimwear

Briefs, swimsuits and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip.

Fine Jewelry

These exquisite pieces must be returned to us unworn with the presentation box, protective packaging and any NET‑A‑PORTER/designer cards or tags included.

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. Watch bracelets that have been adjusted at your request must be returned with the exact same number of links as in the original delivery package.

Limited Edition Products & Books

As these items are highly collectible, 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 NET‑A‑PORTER and may only be refunded as a store credit.

Colors

We have made every effort to display the colors of our products that appear on NET‑A‑PORTER as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display of a color will be completely accurate.