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Net-A-Porter Frequently Asked Questions
What to do if I want to return or cancel a pre-order?
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 their Customer Care team for assistance.
If for any reason you need to cancel your order, please contact Customer Care who can look into this for you.
On the rare occasion that they are unable to fulfil your pre-order item, they will let you know and issue you with a refund. If you have ordered other items, they will still send them to you.
How to track my order?
Their delivery time starts from the moment an order is accepted and includes a 24-hour period where your items will be processed and dispatched. Please note, this can take longer during sale.
Once your order has left them, you’ll receive an email with your tracking information so you can follow its progress.
You can also check the status of your delivery by viewing My Orders in your account.
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 change it to a different size.
Please note, they’re unable to combine or add an item to an existing order.
If you need to make any amendments to your purchase, please call their Customer Care team as soon as possible and they’ll see what they can do.
What do I do if I think an item that I purchased from Netaporter is faulty?
Simply email [email protected] and they’ll look into this for you.
When you get in touch with them, please provide your order number and photographs of your item.
Please be aware that items which have been damaged as a result of normal wear and tear, by accident, or your own misuse, will not be considered faulty. This does not affect your statutory rights.
Who are the Netaporter delivery partners?
Their shipping partner, DHL, offers you the flexibility to make changes to your delivery while it’s on its way to you using DHL On Demand Delivery (ODD).
Whether you need to schedule a delivery for another day or remove the signature requirement, ODD makes it easy for you.
Once your order has left us and is with DHL, they will contact you via SMS and/or email to let you know when to expect the delivery.