NET-A-PORTER Reviews 

Customer service is rapidly going down hill at Net-A-Porter.
Next day and nominated delivery is rarely delivered on time or when scheduled.
Refunds take weeks to process. I’ve been waiting almost three weeks for an item that I didn’t even unwrap (sent it straight back the moment it was delivered to me) to be refunded.

Contacted customer service and they give me the same generic 'we're working hard to process your return' every time. I was also told if I attempt to file a chargeback with my bank I will be blocked from ordering on Net-A-Porter furthermore. Seems a bit suspicious.

Unless I know I’m definitely keeping the item I’m unlikely to shop with Net-A-Porter again.

Great choice of items, easy process for online shopping, safely delivered in very professional packaging.

Net-a-Porter has excellent current designer merchandise. Ordering and returns are easy although I rarely return an item. I love the packaging and my items arrive in perfect condition. I’ve gotten spoiled by their attention to detail.

Fast shipping, excellent packaging and quality items included.

Received two faulty items which took 3 months to review only for them to tell me they won’t give me a refund. I also had to keep chasing to which they kept saying they were “going to reach out to me” on the same day I chased.

My housemaid discarded the shipment before i even see it:(

Returned an item which was received and confirmed by Net on the 2nd July. It’s now the 21st and I still haven’t received my refund.The slowest ever!

I bought a Roxanne Assoulin set of Double Cobra bracelets in silver-tone and gold-tone for my wife at Christmas. By the end of April they were already tarnished and couldn’t be cleaned up. They had had very little wear in that 5-6 months. I messaged Net-a-Porter to say that I didn’t think that was acceptable and supplier photographs. They refused to do anything about it saying “We are sorry to inform you that we are unable to offer a refund or replacement for the gold-tone bracelets at this time. Items are considered faulty only if they are not of satisfactory quality, fit for purpose, or as described. As the damage to the bracelets are consistent with general wear and tear, the items do not meet the criteria to be classified as faulty.” Clearly, it is not acceptable for a bracelet to have a shelf-life of less than 6 months - this is the very definition of not being of satisfactory quality and not being fit for purpose. I put this to them in response and they didn’t have the courtesy to reply. I was going to let this go and simply not buy from them again but then I got one of their spammy text messages trying to sell me something else and I decided I should share with potential customers.

In summary, they sell poor quality stock at high prices, consider these to be disposable items which tarnish within 6 months, although they can see my buying history with them they choose to ignore my messages and then they expect me to buy again with them. There are better sellers out there - avoid.

PS I should add that my final purchase with them was a designer hand bag that came without its dust cover and that took weeks to resolve although there was ultimately a resolution.

Terrible customer service. AVOID

I returned an item back to them on end of June and they confirmed receipt of the goods but to date I still haven’t received my refund despite many emails to them. They ignored my emails and finally they said they can’t give a date for the refund. Using the excuse of being busy with returns. I am now going to my bank to dispute the payment as it has gone passed 10 working days

Just save yourself the stress and don’t buy from them

ATTENTION: NET-A-PORTER Customer Care

Copy: To whom it may concern

Subject: Complaint / Claim for a refund of money paid for undelivered goods order # 1507ZQ1OY2615M or a demand for delivery of UPS Tracking: 1Z13KC19DK15445285
Date July 20 2026, Weert 
Our reference: 0158EA/13-4YNAPUK

Dear Sir/Madam,

I have not received a reasonable confirmation of the exact delivery date from Net-A-Porter customer service up until Monday , July 20. Due to the lack of confirmation and/or failure to provide accurate information, we are demanding a final decision on our urgent request: Urgent: Order Delivery Investigation Required - order # 1507ZQ1OY2615M Tracking: 1Z13KC19DK15445285 .
We demand an immediate decision (either an expedited replacement or a full refund) or urgent delivery of the order (order number 1507ZQ1OY2615M, Tracking number: 1Z13KC19DK15445285).

ATTN: Please see our Urgent request dated July 18, 2026, at 03:30:55 CEST. Our reference: 0158EA/13-2YNAP. "Request to Net-A-Porter customer service to initiate an urgent internal warehouse audit and to contact the Net-A-Porter logistics center in Italy to confirm whether parcel 1Z13KC19DK15445285 has indeed left the loading dock. If the parcel cannot be located within 48 hours, I request a full refund or expedited dispatch of a new parcel to the recipient, subject to the recipient's approval".

Our actions were dictated by the following: Net-A-Porter is legally responsible for the goods until they are delivered to the buyer (under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013), the seller is strictly responsible for delivering your order within the agreed timeframe). Unfortunately, Net-A-Porter didn't confirm whether the package had actually left their fulfillment center nor provide me with the exact location of the supposedly shipped order 1507ZQ1OY2615M (UPS tracking number 1Z13KC19DK15445285).
The seller unreasonably cited an "operational delay" of 24-48 hours, convincing me that the package was with the carrier, and asking me to constantly check the UPS tracking page. Today, July 20, 2026, four business days (or 111 hours) have passed since the seller created the shipping label.

Net-A-Porter customer support wrote on July 18, 2026, at 09:20:09 CEST:"We are currently aware of a delay affecting some UPS shipments due to operational disruption within the UPS network. As a result, a number of orders that were marked as shipped may not yet show any tracking movement or updates".

Through their actions and inactions, Net-A-Porter unreasonably failed to deliver the goods we ordered, abused our trust, misled us (helped ruin our plans), and illegally used the amount paid for the order as an interest-free loan.

ATTN: According to the current UPS status information displayed on the UPS tracking page today, July 20, 2026, the estimated delivery date for the supposedly shipped package 1Z13KC19DK15445285 remains: Status: Shipper created label (15/07/2026 16:54), UPS has not received the package yet! ⚠️ Unfortunately, the package status has not changed today.

Up until July 20, 2026, the location of the original parcel (order # 1507ZQ1OY2615M) is unknown and there is no confirmation or denial from Net-A-Porter that the parcel was lost and/or was not sent or delivered to the recipient. Also, the official UPS platform still does not show that the parcel is in transit and/or has been physically received 5 business days after the sender created the label.

Based on the above, as well as the lack of official confirmation within 24/48/111 hours of the actual location of parcel 1Z13KC19DK15445285, I propose that Net-A-Porter immediately refund the €157.00 paid for the undelivered order #1507ZQ1OY2615M (tracking: 1Z13KC19DK15445285) or, in agreement with us, Net-A-Porter is obligated to offer us an option to resolve the issue arising due to the sender's fault. Specifically, either a full refund to our original payment method, or (in agreement with the recipient) an expedited replacement for order 1507ZQ1OY2615M, sending the recipient a new parcel, subject to availability. The item is in stock.
In this situation, the 14-day refund policy cannot be applied, as Net-A-Porter is solely responsible for the late delivery of the order. The €157.00 refund must be made immediately.

Wit great regret, 

ASHMANL

I purchased a pair of shoes that turned out to be too big for me. As soon as I received them, I tried them on and immediately realized that I needed to exchange them. I initiated the exchange request within 15 minutes of delivery, repacked the shoes in their original packaging, and the courier collected them just a few hours later.

After that, I heard nothing for two weeks. Eventually, I was informed that my exchange request had been rejected, but no reason was provided.

I contacted customer service to seek clarification, and I have to say that the manager's tone was not professional. After several back-and-forth emails, I was told that the shoes had been worn and therefore could not be exchanged or returned.

When I received the shoes back, they were in exactly the same perfect condition as when I had sent them. They had only been tried on indoors and had never been worn outside.

I have since attempted to contact customer service again, but my emails have been ignored. This entire experience has been extremely disappointing, both because of the lack of transparency regarding the decision and the poor standard of customer service.

Helpful & Provided Good Information

Would leave zero stars if I could!
The worst online shopping experience of my life!
Received dirty shoes, returns portal to return did not work, took days for them
To respond with a link to return (with no appropriate paperwork to add).
Confirmed receipt back to Their warehouse weeks ago yet still have not refunded. Will not provide me with anyone to reach out to for resolution and keep responding the same generic response to any question I ask. Lied to me and told me
If I close my PayPal dispute they would refund me which they did not. Absolute scammers!

Your customer service is disgusting. When I logged into your site, it said 10% off for new customers. I didn’t sign up because I didn’t know that I was buying from you. When I decided to place an order on the page I was ordering from said 10% off use app 10 and I didn’t get my 10% off I placed the order and inadvertently left off a letter in my email. I called her customer service to explain and she told me that I had to cancel the order and only order it through the app since I only had an app code not a website code. That’s a different promo code. What is the difference? I said to her I can’t cancel it because you have no more in stock and I can’t replace the order you should honor the 10% off code as you promoted it when I first sign on and when I went to purchase it if it’s not being honored, then I will be canceling and I will never use your site again and I will be reporting this to the Better Business Bureau in the state of California. You’re a customer service is despicable. I want my 10% credit THAT YOU PROMOTED back to my American Express card or I’m canceling this order and I am never buying from your site again. Your are engaging in FALSE advertising,

Most retailers have lost the personal touch and effort to make the customer experience a special one, Net-A-Porter haven’t, they are amazing! Please never stop! Packaging is brilliant!

It is always a great shopping experience! From variety of products to delivery on time. It is a very pleasurable experience and I am a very happy customer !

Everything is always perfect fast shipping perfect goldens

Net-A-Porter is BY FAR my favorite luxury company selling multiple brands online, with Mytheresa & FF coming in a close second and third. NAP, however, and Mytheresa, have the option of luxury packaging, which is so different and amazing; I’m usually a Real Real girl when it comes to luxury, but when your package from NAP arrives, it’s like buying your first luxury good directly from Celine, Dior, YSL etc. it’s a totally different feeling. NAP has the cleanest and chicest interface, by far the best curation and choices.

However, Net-A-Porter has a lot of competition now from the cos i mentioned, as well as French 24S, Moda Operandi, FWRD, REVOLVE, etc. the only other company to stand out on many levels, 1 in particular, as many overlap in goods, is this. The BUY NOW option of Farfetch. This sets them apart , bc I’m addicted to NAP, much to my Credit Card 💳 ‘s dismay and have over a hundred things in my wishlist, some I love, some I want, and some just for. Reference, and I’m not actively buying right now , but maybe I’m just a lunatic, but I prob have 60 things in my cart- and I’ll end up buying 2-4. However, right now I just want to buy a red Eres bikini bottom that I’m ready to move on, buy it now, but I’m not going to empty the whole of my cart ( everything’s there anyway in my wishlist,) to buy 1 thing. But there’s no way to do that on your site. And by the time I’m ready to spend more and buy other things too my size and the bikini bottoms to which I already bought the top, will prob be gone. So for all the other psycho shopper browsers like me, who still buy relatively a lot overall, I’m begging you please- install a feature like a ‘ buy now button’ or a ready to buy list’ along with just the cart and customers will go crazy!!! Your sales will rise especially when people need to fulfill their ‘ snap’ buy moments. You guys are a great site the best. Now make yourselves one of the most customer friendly in an are you’ve ignored up until now. Please!

Thank you. Rebecca Spinner

My package was lost and Net-A-Porter and UPS tracking says that Net-A-Porter got the money back.
I haven’t received the refund, the order is marked as ‘delivered’ in the Net-A-Porter app and customer service is not replying.
It’s been almost 2 months since I paid for the order I never received