How can customers track their orders with Net-a-Porter?
Customers can track their order starting from the moment it is accepted. This includes a 24-hour processing and dispatch period. Tracking details are available through the account if registered or via updates provided during the checkout process.
What are the delivery options at Net-a-Porter?
Delivery options may vary and are displayed during checkout. If an order is coming from Italy, customers will be notified as it may affect delivery options. Express delivery costs RM 30 plus tax, with free Express Delivery on orders over RM 500.
How long does Express Delivery take at Net-a-Porter?
Express Delivery typically takes up to 5 working days after the order is accepted. Delivery occurs between 9 AM and 5 PM, Monday to Friday.
What is the return and exchange policy at Net-a-Porter?
Customers have 28 days from receiving their order to initiate a return or exchange. This can be done directly through their account or by contacting customer service.
Can customers shop without creating an account at Net-a-Porter?
Yes, customers can shop without creating an account. However, registering offers benefits like tracking orders, reviewing past purchases, and saving addresses and card details for faster checkout.
Is it possible to cancel or change an order after it’s placed?
Depending on the order status, it may be possible to cancel an item or change its size. Customers should contact the Customer Care team as soon as possible for assistance.
How long do I have to return an order?
Customers have 28 days from the delivery date to return items. The process begins online by logging into the account or using the order details from the confirmation email. After creating the return, you will receive instructions, including the label and invoice to include in the package. All items must be securely sealed and given to the courier or dropped off at a DHL service point.
How will my refund be processed?
Refunds can be issued as store credit or returned to the original payment method. If an order was paid for with both store credit and another method, the refund may reflect the initial payment split. Refunds from multiple shipments may not match the original charge structure, so it is important to check the refund email confirmation. Refunds can take up to 10 working days to appear, depending on the payment provider.
Are shipping fees, duties, or taxes refunded?
Shipping charges are not included in refunds unless the item is faulty. Customs duties and sales taxes are also not refunded directly. However, customers might recover these costs by contacting the local customs office or working with a customs broker. It is wise to confirm eligibility before claiming back duties or taxes.
How can I book a return collection?
Returns can be booked online by entering the waybill number from the printed label and selecting a suitable date and time for DHL collection. Alternatively, customers can arrange a return by calling DHL directly and providing the account number on the label. Items can also be dropped off at the nearest DHL Express service point if preferred. To ensure the return is covered by the free policy, the parcel must be sent from the same country as the delivery.
