NET-A-PORTER Reviews 8,205

Best for top level designers with good availability of sizes ⭐️⭐️⭐️⭐️⭐️

Excellent site but lately every item is eye wateringly expensive and the sizing advice unreliable

I recently purchased two pairs of boots but both were returned sadly as the calf fit wasn't right. I had only attempted to try one foot from each pair of boots but because the boots were too narrow for me, I didn't bother pulling them up beyond my ankle and definitely didn't have my feet fully in the shoe. A week after having the boots returned, I thought to email customer service to understand where the process of return is at. I received no response. I then called the customer service. Turns out that they had triaged the boots for close examination as they had noticed a dent on the sole, some type of fault to the boots, and damage to the shoe box. They refused to offer me clear evidence that this was caused by me, and refused to respond to my request for further information. They refused to offer me a timeline for the process they're leading, and refusing to offer me more detail or understanding on what the faults or where on the box they identified damage. Meanwhile, they refused to offer a way forward on my refund. Although I am perhaps not the highest value customer, I have been a loyal customer for over a decade. The quality of service over time have noticeably deteriorated, especially for a company that seeks to sell luxury. The requirements for returns are also further not made more publicly understood, and the lack of ability to offer me adequate understanding of what the specific issues were that's holding up my refund, is really subpar compared to my experience shopping with other like retailers. This experience really prompts me to pause next time I may wish to shop with Net-a-Porter.

I have always been happy with Net A Porter and in my order it clearly stated there would be nor return fee. Why am I am being charged a return fee. Especially since my order was shipped with incorrect size items.

Very efficient. Getting items to me without delay..keeping me informed on a regular basis. No difficulties with returns.

Best shopping experience everywhere - from product selection, to shipping and customer care everything is absolutely perfect !

absolutely perfect experience. Easy the placing of your order and straightforward reliable info about delivery, which took place in perfect timing.

I love the app the variety of brands the sales everything

I absolutely love Net-a-Porter! It has a wonderful selection of some of my favorite brands. From basics to stunning gala outfits to things you didn’t know you needed. It’s so easy to place an order, returns are hassle-free. The packaging is always luxurious!!!

Fakes on Net-A-Porter
I have ordered Adidas shoes from Net-A-Porter
Arrived as a very poor copy; the size does not match.
I have many Adidas shoes, always Size 6 uk is fit form me well, but this was much smaller, even the label said - 6UK.
Returned, as the item did not match the description.
Net-A-Porter should make a full refund, but they deducted the postage fee. Which is not legal on this occasion.
UPDATE: Postage fee refunded.

I returned an item using their prepaid UPS label and dropped it off as instructed. Unfortunately, the package never received an initial scan, and the tracking shows no movement.

Customer service confirmed this but refused to assist further, open an investigation, or provide a refund. I was told to handle it myself with the drop-off location or file a dispute with my credit card company.

I understand things can go wrong in shipping, but I expected more support—especially when using their provided return label. Once a package is dropped off, customers have no control over scanning or transit issues.

Overall, disappointing experience and lack of accountability. I would be cautious when returning items.

NEW UPDATE: I’ve followed up with the team as requested below and received the same response that prompted my initial review. I do have a drop off receipt that shows the package left my possession and am willing to send it, but they do not seem to want to see it. Hoping this can now be properly escalated and resolved.

NEW UPDATE #2: I followed up as requested and provided additional information, including confirmation that I have a drop-off receipt. Despite this, I received the same repeated response stating that no investigation or refund is possible due to missing tracking scans and the time elapsed.

This is disappointing, as proof of drop-off confirms the package was handed to the courier.

Hello,
I’ m facing really terrible expierience with my return and refund.

I returned the jacket more than two weeks ago, I contacted them several times but v
it’s always the same story: We’ve escalated your concern to our dedicated team to ensure that your return shipment is successfully delivered to us and that the hold on your return is resolve!

What to do?

I have been ordering designer items from Net-a-Porter for over 6 years, and my experience has consistently been excellent. The delivery is always fast, the packaging is impeccable, and the quality of the items is outstanding. It is truly one of the best online stores.

I paid for daytime premier as I needed something for a work trip. They arrived earlier than the window they gave me and I wasn't home so they didn't deliver. I tried to call customer service to see if since the driver was likely still delivering if they could come back, not once but 3 times my call was dropped while I was put on hold. They offered to reschedule delivery but I needed that day before traveling for work so now I paid for a service that didn't work.

Sold me an expired shoe, parts of the shoe began to fall apart one after the other and when i reached out to the customer care they offered me £95 to fix the shoe that cost £950. if I was in the UK I would have returned the shoe but I had already left before I noticed the default. I think it’s best to buy directly from designers not third party as all they care about is their profit.

Outstanding customer service. Fast delivery and efficient returns. Much better than other major online retailers. Highly recomend!

This is the best all round company I’ve ever used, always had a great experience with choosing ordering and the delivery time is always super fast.
I love everything I’ve ever purchased from net a porter.

*UPDATE. This review was left after the lack of responsibility ('investigation') taken by the merchant. The response below again reflects this lack of customer service.
No responsibility whatsoever taken for a NetaPorter system error (picking up the wrong delivery address) followed by no ability to redirect parcel fast enough when I immediately reported the error because Customer Service works on a 48 hr + SLA. When I reported the system error I made it very clear I would not be taking responsibility for their mistake. I paused the delivery to give DHL EIGHT days to action the requested redirect - they did not do so. Very expensive parcel was delivered addressed to me, at a company not at the delivery address, signed for and left by DHL (should not have happened because it was NOT the company on the address label). No one is taking responsibility. DHL should, as should NetaPorter. Have been told to sort it out myself with DHL. Of course I can't because if I could - as a NetaPorter customer, rather than the account holder - call DHL and do ANYTHING, I would have done so in the first 30 mins of noticing the incorrect delivery address, instead of 4 weeks and absolutely zero accountability later. So unimpressed. Does no one read the entire issue log? The copy paste replies I have received that fail to understand the actual situation, indicate not.