Understanding the MR PORTER return policy is the key to shopping with confidence on the premier online destination for menswear. Whether you’re investing in a staple suit or trying a new designer, knowing the rules makes everything smoother.
This guide breaks down every detail of the policy, from time limits to condition requirements, so you can focus on finding perfect pieces.
MR PORTER Return Policy
The core MR PORTER return policy is designed to be straightforward for customers. You have 28 days from the date you receive your items to initiate a return. For full refunds, items must be in their original, unworn, and unaltered condition, with all tags and packaging intact.
It’s a flexible policy that covers most situations, but paying attention to the specifics will ensure your return is processed quickly and without any hiccups.
What Items Can You Return?
Most items purchased from MR PORTER are eligible for return within the 28-day window. This includes:
* Clothing: Shirts, trousers, knitwear, outerwear, and suits.
* Footwear: Shoes and sneakers, which must be tried on indoors on a clean surface.
* Accessories: Bags, wallets, belts, and hats.
* Lifestyle Items: Fragrances, skincare, and homeware (with specific rules for sealed products).
What Items Are Final Sale and Non-Returnable?
Some product categories are marked as final sale and cannot be returned for hygeine or safety reasons. Always check the product description before buying. Typically, these include:
* Underwear and swimwear (for obvious hygiene reasons).
* Earrings and other pierced jewelry.
* Customized or personalized items.
* Items marked “Final Sale” during promotional events.
* Gift cards and digital gift codes.
A Special Note on Fragrances and Skincare
For health and safety, fragrances, skincare, and aerosol products can only be returned if the seal is unbroken. If you’ve removed the protective seal or packaging, the item is not eligible for a return.
The Step-by-Step Return Process
Returning an item to MR PORTER is a simple process. Follow these steps to ensure it goes smoothly:
1. Initiate Your Return Online: Log into your MR PORTER account. Go to “My Orders” and select the item(s) you wish to return. You’ll need to print the provided returns label and customs invoice (for international returns).
2. Pack the Items Securely: Place the item(s) back in their original packaging, including any dust bags, boxes, and tags. Include the completed returns form inside the package.
3. Attach the Label: Securely attach the printed returns label to the outside of your parcel. Make sure to cover or remove any old labels.
4. Drop Off or Schedule a Pickup: You can either drop the package at a designated carrier location (like DHL or UPS) or, in many regions, schedule a free doorstep collection directly through the returns portal.
Understanding Refunds and How Long They Take
Once MR PORTER receives your return at their warehouse, it undergoes a quality check. This usally takes 3-5 business days. After approval, your refund is processed.
* Refund Method: The refund will be issued to the original payment method used for the purchase.
* Timeline: It can then take an additional 3-10 business days for the refund to appear in your account, depending on your bank or card issuer.
* Sale Items: Items purchased on sale are refunded at the price you paid.
International Returns and Customs
If you’re returning an item from outside the United Kingdom, you are responsible for completing the included customs documentation accurately. Mark the package as “RETURNED GOODS” to avoid being charged import duties. MR PORTER does not reimburse the initial outbound shipping costs or any return shipping costs you incur for international returns.
What If an Item is Faulty or Incorrect?
If you receive a damaged, faulty, or incorrect item, contact MR PORTER Customer Service immediately. Do not initiate a standard return. They will guide you through a separate process and often cover all shipping costs for the replacement or refund. You typically have 30 days to report such issues.
Exchanges Made Simple
MR PORTER does not offer direct exchanges. The quickest way to get a different size or color is to:
1. Return the original item for a refund using the standard process.
2. Place a new order for the desired item separately.
This method is often faster than a traditional exchange system, as it ensures you secure the new item before your return is fully processed, especially if stock is low.
Returning Gift Purchases
Returning a gift follows a similar process but requires the order number. The refund will be issued back to the original purchaser’s payment method. If you have a gift receipt, you can process the return for store credit, which will be issued to you as an electronic gift card.
Using the MR PORTER Prepaid Return Label
For customers in many countries, MR PORTER provides a prepaid return label. This is the most convenient option. Remember, using this label means you authorize MR PORTER to deduct any applicable return shipping costs from your refund amount, which will be itemized on your refund confirmation.
Tips for a Hassle-Free Return Experience
To make sure your return is approved without delay, keep this advice in mind:
* Keep All Tags On: Never remove the MR PORTER tags or any designer tags until you’re sure you’re keeping the item.
* Preserve Packaging: Try on shoes on a clean, carpeted surface to avoid marks and keep the box. For clothing, keep the garment bags and tissue paper.
* Act Within 28 Days: The clock starts the day the package is delivered. Don’t let the return window slip past.
* Document Everything: If you’re returning a high-value item, consider taking photos of the packaged item before sending it for your records.
Seasonal Return Policy Extensions
MR PORTER often extends its return window during the holiday season (November and December). Purchases made during this period might have a return deadline in mid-to-late January. Always check the website’s policy page during the holidays for the exact extended dates, as they change yearly.
What About Made-to-Order and Bespoke Items?
Items that are made-to-order or bespoke (like custom suits or monogrammed luggage) are generally non-returnable unless they are faulty. This is because they are produced specifically for you. Confirm the policy with a style advisor before placing such an order.
Contacting Customer Service
If you have any questions not covered here, the MR PORTER Customer Service team is very helpful. You can contact them via:
* The live chat function on their website or app.
* Email through the contact form in your account.
* Phone, with numbers listed for different regions on their “Contact Us” page.
Having your order number ready will speed up the process significantly.
Frequently Asked Questions (FAQ)
How long do I have to return something to MR PORTER?
You have 28 days from the delivery date to start a return. Holiday purchases sometimes have a longer window.
Does MR PORTER offer free returns?
In many regions, MR PORTER provides a prepaid return label. However, the cost of return shipping may be deducted from your refund, so it’s best to check the terms for your country during the return process.
Can I return sale items?
Yes, sale items can be returned within the same 28-day period, provided they are not marked “Final Sale.” You will be refunded the sale price you paid.
How are refunds processed?
Refunds are issued to the original payment method used for the order. The process begins after your return is received and inspected, taking roughly 3-5 business days plus additional bank processing time.
What if my item arrives damaged?
Contact MR PORTER Customer Service right away if you receive a damaged or incorrect item. They will arrange a replacement or refund and provide a prepaid label for you to send the faulty item back.
Can I return a gift without the order number?
You need the order number to process a return. If you have a gift receipt, you can return the item for store credit in the form of an electronic gift card.
What is MR PORTER’s policy on worn returns?
Items must be unworn, unaltered, and in original condition with all tags attached. Trying on shoes indoors on a clean surface is acceptable, but any signs of wear or damage will likely result in the return being rejected.
Are there any restocking fees?
MR PORTER does not charge a separate restocking fee. However, as noted, the cost of return shipping for prepaid labels may be deducted from your refund amount in some cases.
Understanding the MR PORTER return policy inside and out means you can shop their curated selection of brands without worry. By following the guidelines on time limits, item condition, and packaging, you ensure a seamless experience. Keep your tags on, act within the window, and use the provided portal to make your return simple. This way, you can concentrate on what really matters—finding the perfect additions to your wardrobe.