Netaporter Return Policy

Understanding the Netaporter return policy is essential for a smooth shopping experience. This guide breaks down everything you need to know, from timeframes to conditions, so you can shop with total confidence.

The core Netaporter return policy allows you to return most items within 28 days of receiving your order. It’s designed to be straightforward, but paying attention to the details will ensure your return is processed quickly and without any issues.

What Items Can You Return?

Most new, unworn items with their original tags and packaging are eligible for return. Netaporter has a generous policy, but there are some important exceptions to keep in mind.

Full-price and sale items (unless marked as “Final Sale”)
Items with all original tags attached and packaging intact
Unworn, unwashed, and undamaged merchandise

Non-Returnable Items

Some products cannot be returned due to hygiene or legal reasons. Always check the product description before you buy, as these rules are strictly enforced.

Swimwear and bodysuits (if the hygiene seal is removed)
Earrings and other pierced jewelry for health reasons
Customized or personalized items
Items marked as “Final Sale” or “Non-Returnable”
Gift cards and e-gift codes

The 28-Day Return Window

Your 28-day return period starts the day your order is delivered. It’s a good idea to initiate the return as soon as you decide an item isn’t right, to avoid accidentally missing the deadline. Netaporter is generally strict about this timeframe.

You can check the exact deadline for each order in your account under “My Orders.” The website will show you the last possible date to start your return. If your 28th day falls on a weekend or holiday, aim to complete the process the business day before.

Condition of Returned Items

All items must be returned in their original, saleable condition. This means they should look exactly as they did when you opened the box. Any signs of wear, damage, or missing components can result in your return being rejected.

Keep all original tags, labels, and security tags attached.
Return shoes with their original dust bags and boxes.
Ensure protective coverings (like soles on shoes) are still in place.
Pack items carefully to prevent damage during transit back.

How to Return an Item to Netaporter

Netaporter offers a few different return methods. The easiest is usually through their online portal, which generates a prepaid shipping label for you. Follow these steps for a seamless process.

Step-by-Step Online Return Process

Log into your account: Go to the Netaporter website and sign in. Navigate to “My Orders” in your account section.
Select the item: Find the order containing the item you wish to return. Click on “Return Item” or a similar button.
Choose your reason: Select the reason for the return from the dropdown menu (e.g., “Doesn’t fit,” “Changed mind”).
Print your label: Download and print the prepaid returns label that is generated. If you don’t have a printer, you can often have the QR code scanned at a drop-off location.
Pack the item: Place the item securely in its original packaging, then inside a shipping box. Attach the label clearly on the outside.
Drop off: Take the package to the designated courier drop-off point (like DHL or UPS). Get a receipt if possible for your records.

Returning a Gift

If you received a gift from Netaporter, the return process is similar but requires the gift receipt. You won’t be able to use the online portal without the order number from that receipt.

Use the returns form included with the gift or find it on the website under “Gift Returns.”
Enter the details from your gift receipt.
A refund will typically be issued to the original form of payment used by the purchaser. In some cases, you may receive store credit instead.

International Returns

If you’re returning an item from outside the United Kingdom, the process is largely the same but with a few extra considerations. You’ll still use the online portal to get your label.

Customs forms are usually generated with your label—do not mark the item as a “gift” on these forms.
International refunds may take longer to appear in your account due to bank processing times.
You are not responsible for return shipping costs; the prepaid label covers it.

Refunds and Store Credit

Once Netaporter receives your return at their warehouse, it undergoes a quality check. This usually takes 3-5 business days. After approval, your refund is processed.

Refund Timelines and Methods

Refunds are issued to the original payment method used for the order. Here’s a general timeline:

Credit/Debit Card: 5-10 business days after the refund is processed.
PayPal: Usually within 24-48 hours after processing.
Store Credit: Issued immediately after the return is approved and is available in your account wallet.

You will recieve an email confirmation once the refund has been initiated. If you don’t see the funds in your account after 10 business days, it’s a good idea to contact your bank or card issuer first, as the delay is often on their end.

Choosing Store Credit

Sometimes, you might be offered or choose to accept store credit. This can be a faster option, and it’s great if you plan to shop with Netaporter again.

Store credit is issued as an e-gift card code.
It typically has a long validity period (check the terms).
You can use it across Netaporter, Mr Porter, and The Outnet.

Exchanges and Faulty Items

Netaporter does not offer direct exchanges. The standard procedure is to return the unwanted item for a refund and then place a new order for the correct size or color. This is often the fastest way to get what you want, given their quick refund times.

What to Do If an Item is Faulty

If your item arrives damaged, defective, or not as described, you should contact Customer Service immediately. Do not use the standard returns portal in this case.

Take clear photos of the fault, the item’s tags, and any packaging damage.
Email Netaporter’s customer service with your order number and the photos attached.
They will guide you through a special return process and often cover any additional shipping costs for a replacement, if available.

Your rights under consumer law are protected, so Netaporter will work with you to resolve issues with faulty goods promptly. They may offer a repair, replacement, or full refund depending on the situation.

Tips for a Hassle-Free Return Experience

A little preparation can make your return go perfectly. Here are some best practices gathered from frequent shoppers.

Inspect upon arrival: Try on items as soon as you get them, in a clean environment, to avoid accidental stains or damage.
Keep everything: Store all packaging, tags, and dust bags until you’re sure you’re keeping the item.
Document expensive items: For high-value pieces, consider taking a quick video of you unboxing it to document its initial condition.
Use the right box: If the original box is damaged, use a sturdy outer box to protect the item’s own packaging during its return journey.

Common Mistakes to Avoid

These simple errors can delay your refund or get your return rejected.

Removing or cutting the brand’s original tags.
Forgetting to include shoe trees or dust bags that came with the item.
Using tape directly on the product’s packaging or bag.
Missing the 28-day return window by just a day or two.
Not securing the package properly, leading to damage in transit.

Contacting Customer Service

If you have any questions not covered here, Netaporter’s customer service team is available to help. The best way to contact them is through the “Contact Us” page on their website, where you can email or request a callback.

Have your order number ready when you get in touch. This allows the advisor to pull up your details instantly and provide the most accurate assistance. They are generally very helpful with clarifying policy points or checking on a return’s status.

Frequently Asked Questions (FAQ)

How long does a Netaporter refund take?

After your return is received and approved (3-5 business days), refunds to cards take 5-10 additional business days. PayPal refunds are often faster.

Can I return Netaporter items to a store?

No, Netaporter is an online retailer. Returns must be sent back using their provided shipping methods; they do not have physical stores for returns.

What is Netaporter’s return policy for final sale items?

Items marked “Final Sale” cannot be returned or refunded. This is clearly stated on the product page before you purchase, so please read carefully.

Are there any return shipping fees?

No, Netaporter provides a prepaid return label for most standard returns. You are not charged for return shipping.

What if I lost my return label?

You can log into your account and re-print the label from your order history. If your having trouble, customer service can email you a new one.

Can I return part of a multi-item order?

Yes, you can select specific items from an order to return. You will only be refunded for the items you send back.

Does the Netaporter return policy differ by country?

The core 28-day policy is global, but local consumer laws may provide additional rights. The return process using the prepaid label is consistent worldwide.

How do I know if my return was accepted?

You will recieve an email confirmation once your return is processed at the warehouse and the refund is being issued. You can also track the return parcel using the tracking number from your drop-off receipt.