FREQUENTLY ASKED QUESTIONS
Is it safe to shop from your site?
The health and safety of colleagues and the wider community has always been our first priority.
We have enhanced safety measures in place to safeguard teams, going above and beyond government guidelines to maximize protection.
What are you doing to ensure colleagues’ safety?
We have introduced a number of additional health-and-safety measures that go above and beyond the government guidelines.
1m or above social distancing respected throughout site
Temperature-control checks on entry, using advanced thermal screening technology
Staggered breaks, staggered entry and exit to site and a one-way system implemented to site
Increased cleaning and disinfecting of equipment
PPE, including masks, gloves and sanitizer
What about the delivery of my purchase?
We are working with our shipping partner, DHL to ensure all appropriate health and hygiene standards are adhered to.
They are currently operating a contactless delivery system. Where a signature would usually be required or this has been requested by you, they will endeavour to take the recipient’s name as proof of delivery and follow socially distanced protocol. When a signature is waived by you, they will leave your parcel where you specified.
Please note that ALJASRA or our shipping partners will not be held responsible for any loss or damage that may occur once your order has been delivered as set out above.
You can shop without creating an account. However, if you register with us, you’ll enjoy the following benefits:
Track your orders and review past purchases
Request an exchange or return directly from your account
Add pieces you love or missed out on to your Wish List
Save your address and card details so you can shop even quicker in future
If you‘ve forgotten your password, request a link to reset it or follow the ‘Forgotten Your Password’ instructions on the ‘Sign In’ page.
Your order will be placed in one of our signature black boxes and luxuriously tied with ribbon. All our signature boxes are FSC-certified and fully recyclable.
For a more discreet option, you can receive your purchases wrapped in tissue and placed in a FSC-certified, recyclable, brown cardboard box.
When placing your order, check the box under packaging options to include an optional gift message. Your gift purchase will arrive in a signature black box, tied with a NET‑A‑PORTER ribbon and will include a gift card if you have provided a message.
Where an order consists solely of shoes, it will be delivered in the original designer shoe box and protected by a brown cardboard box as per basic packaging. To receive your shoes in a NET‑A‑PORTER Signature box, check the gift box under our packaging options.
Your beauty items will be sent in a sealed compostable bag made from bio-based materials.
All sale purchases will be shipped in basic packaging.
If you need to redeem a Gift Card, please contact our Customer Care team for help with placing your order.
All approved price changes will be credited to your NET‑A‑PORTER account as store credit. This is valid for 12 months and will be automatically deducted at checkout when you next place an order.
Please note, we are unable to offer a price adjustment on further reductions or on any special promotion items that are temporarily reduced in price.
If you notice a change in the price of an item you purchased, please call our Customer Care team and we’ll see what we can do.
Depending on the status of your order, it may be possible to cancel an item or change it to a different size. Please note, we’re unable to combine or add an item to an existing order.
If you need to make any amendments to your purchase, please call our Customer Care team as soon as possible and we’ll see what we can do.
Need help placing an order?
We’re available 24/7
Email us at firstname.lastname@example.org