YOOX NET-A-PORTER GROUP Reviews 

This is a shady retailer. Their return process is deliberately opaque. They make it hard to figure out how to even start a return. When you actually figure it out, they do not allow you to print a return label. They tell you it needs to get reviewed and takes two days. It's 2026. Modern, respectable retailers do not behave in this way. BUYER BEWARE. STAY AWAY.

Appalling customer service.Its about volume not customer care.
Purchased an item for o/s trip
Delay in shipping and will now arrive when i’ve departed.
I contacted DHL to ascertain if a redirection was an option and they confirmed it was. They can see where the item is in the UK and all that is required is for the shipper to request the change on my behalf.
So I called as the email via the Ap just goes off into the ether and as theres no indication email acknowledgment its gone.
Suppled the details, verified my identity, No help whatsoever. Thats despite DHL saying there was no issue doing it.
They just don’t care.
Interesting that all the negative reviews are about customer service, or lack thereof.

After almost 15 years of shopping with YOOX, it’s finally time to say goodbye.
This is now my second very bad experience in the last three months, and customer service has become extremely disappointing.
My latest issue concerns a return that was refused because YOOX started counting the 14-day return period from the date the parcel arrived at a UPS Access Point - not from the date I physically collected and received the item. Like many people working full time, I could not collect the parcel immediately and picked it up a few days later.
The item was returned within 14 days of actual collection, yet YOOX refused the refund and hid behind their “policy” rather than applying basic fairness or common sense.
Loyal customers deserve better treatment than this.
Very disappointing experience and unfortunately no longer a company I can recommend.

They sent wrong size. I sent back through UPS, have receipt. They responded They have it. Never wore. Not only wrong size, sent mens shoe instead of womens. Now they say they are not refunding. I returned everything immediately, nothing worn, wrong size sent by them. Absolute scam of a company. Now I have to jump through hoops chasing my money down through my credit card company. Do not do business with them. You will regret it.

I have been a loyal Yoox customer for 17 years, and I am honestly shocked by what their customer service has become.

With my last two orders, I experienced serious issues, and in both situations I had to fight almost entirely on my own with UPS to try to resolve them. Honestly, UPS is so professional, responsive, and helpful. Whereas i am chocked by Yoox.

What is even more shocking is that UPS acknowledged the issue and told me the package was lost stolen that Yoox will give me refund. Yet its been a month and Yoox still refuses to refund me even though I never received my package.

I have spent dozens of hours dealing with this situation, putting my health, energy, and personal time into trying to solve a problem that should never have been handled this way.

I find the way they are treating a loyal customer absolutely unacceptable and deeply unprofessional. Slow replies, lack of support, no real assistance for weeks… nobody is truly helping.

Yoox wasnt like that years ago… it used to be my favorite shopping online website.

Order number: 0404Y14982612E

Extremely disappointed.

I never put reviews but now i am so desesperate.

Very good brands , excellent customer service, and amazing discounts!

They will attempt to not refund your returned items, customer service is non existent, i will never purchase from yoox again. You will need to start a paypal dispute to get your money back, shameful company

Terrible customer support. Order 0303YD8F826148. On March 7, I received my order: out of 4 items, 1 was missing, and the 2nd and 3rd were in awful worn condition—full of snags, fraying, and pilling. How could something like that even be shipped?!

Customer service only replied to my emails once, saying they needed time to sort it out. I asked them to send me a return shipping label so I could send everything back and let them deal with it for as long as they need. No one sent me anything or contacted me again! They clearly just don’t care.

I’ve been a YOOx’s customer for more than 10 yrs, When I was in Italy, when I moved to France (I was a VIP custom) and nowadays in USA but during the last 2 month, for the first time, I had to deal couple times with customer service and I’m very disappointed and frustrated and I decided to leave this seller. The problem is with items that are final sale. please Don’t buy Final sale at YOOX!! They are not serious! This is cheating because Even if the item is damaged, present problems, is unpicked or discolored they don’t allow any return or refund. What a scam behind the final sale excuse, especially because the item in the picture on line looks like perfect and doesn’t say anything about the defect. And then You have to call the customer service - multiple times -and you get more frustrated because they have always the mail boxes full and they can’t receive multiples pictures and you have to deal with rude people (especially Omar, he is the worst!) that don’t listen and they offer you always 10% for the inconvenience! What a shame , I don’t need your charity, I just don’t wanna receive defective items!!!

Same experience with other users. I never received the shipment. UPS acknowledged that it issued a "claim" with the sender (verifiable via UPS tracking). I posted a review on TrustPilot. Yoox came here and posted a reply, claiming they are "handling" the issue but it's a lie - no communication, no reply to emails, no refund. I'm 240EUR out - lesson learned. I used a bank card so now I have to go through the long process of trying to challenge the charge with my bank (not as easy as when using a credit card). Buyer beware.

Current “Customer Care” service is shocking. Had an issue with an item purchased last month so contacted them for a resolution. Emails go ignored. Been told I haven’t sent pictures of the issue by email when I have, twice now. Went on Messenger to send the pictures on there as well, quoting my case reference. Sent 5 times but they just closed the chat down each time without action. I’ve been purchasing from Yoox for over 15 years and for a retail group as big as they are, I find this appalling service. Happy to take your money but don’t hold their hand up when they are in the wrong.

Ive been a customer with YOOX since 2012. I recently returned 5 parcels with DHL; 2 were going back to YOOX. They were all collected by DHl on the same day with the same courier. The other parcels purchased through Farfetch have already been returned and refunded without a single issue-very smooth.
My returns to YOOX however has turned into a nightmare. Multiple emails to customer care and still no solution. I received one email saying that one of the returns had been received by their warehouse - however when I clicked into the item to see when it will be refunded it still shows in delivery status to my home address! So somehow that is mixed up in their system and not actually being recognised as returned. The other return is so far nowhere to be found. I know the courier would have scanned it on collection so the issue could have been resolved by now and my refund processed. I know they also recently had technical issues with their communication systems so who knows what on earth is going on!! It is absolutely appalling!!!! I would NOT recommend shopping with them and will not be doing so again. There are other issues that I have experienced with previous orders (suspecting fakes, consistently poor sizing and receiving the wrong items) so this is the last straw. It is not worth your time and efforts so I sincerely hope this review helps out other people.

Terrible experience not interested when I said wanted to my cancel an order on 16/12 it arrived at a UPS point did not collect as I wanted it returned to sender. I now have to wait 3 weeks whilst UPS look into my missing package. YOOX ghost all emails and live chat agents are useless. AVOID AT ALL COSTS

Hello, December 25, 2025. I submitted a return request for package number 2911ZEJSH2501H and received a reply that someone would contact me within three days. Today is January 3, 2026, and no one has contacted me yet, and I don't know what to do with the package. I am asking for your help in returning it.

I recently purchased an item with a US credit card and a shipping address in Portugal. Returned all four dresses and still waiting for a refund or explanation. They finally sent me a copy of their back office refund ‘attempt’ claiming that was proof but no bank ARN OR
RRN number. In this document I also noticed they mixed up the names of delivery and billing thus the refund was not going to come through. They have put the onus on me even though it is their responsibility to void/cancel this transaction and issue a new refund. . Spent my holidays fighting over this but they didn’t even seem to understand or pretended not to. And by the way this purchase has a couple of thousand dollars. Not cheap. Very worried. Never again. Can I give them 0 stars??

Think twice before purchasing from Net-a-Porter
Order - 0711ZKIQH2514M

I’m posting this as a serious warning to other shoppers.

I returned a high-value item (Magda Butrym suede and leather knee boots, 813 €) to Net-a-Porter in perfect condition, following their return process exactly. The parcel was delivered to their warehouse on 26 November.

Weeks later, Net-a-Porter refused to issue a refund, claiming the boots were returned with “damaged outsoles.” This is completely false. The item was not damaged when sent back, and no evidence was initially provided to support their claim.

What is deeply concerning is that after this happened, I found numerous similar reports from other customers describing the same pattern:

Refunds refused for alleged damage

No immediate proof provided

Long delays

Customers forced to escalate or threaten legal action to be taken seriously

In my case, only after disputing the decision and mentioning escalation did Net-a-Porter agree to “investigate internally.”

Whether this is poor handling, systemic warehouse issues, or something else, the result for customers is the same: you risk losing large sums of money even when you return items correctly.

My advice:

Document everything (photos/videos before return)

Be prepared for refund disputes

Consider whether you’re willing to fight for your money if something goes wrong

Based on my experience, I would strongly recommend NOT TO SHOP ON NET A PORTER.

After 10 days waiting for delivery they sent me the wrong size (1.5 sizes too small) boots.
Had to do a lot of “work” (phone calls, photos, emails, which they kept “not receiving”. … . ..), before they would accept for me to return the item….
I was meant to wear these boots on my Birthday when going out with my family…..
Tried to offer me a 16% discount to keep the item 😳, but the are no use to me!!!
Then a collection courier was organised by them and I had to argue over getting the courier cost refunded!!!
The courier gave me NO time to get to my door and cancelled the collection….
Then I had to wait for it being reinstated….
Delay on it showing having been scanned as “collected”….
Then 10 days for it to reach them…., followed by delay before they would check the returned item…..
Meanwhile an email reached me, AGAIN offering me a 16% discount to keep the item 😳, but I did NOT even HAVE the item any longer ‼️it was back with them. . .
And I had to respond to the email, or else they would take it I had accepted this ludicrous offer⚠️
By now I decide to phone my credit card company. They took all the details / dates, etc… and were ready to “issue a dispute” as soon as the time frame had reached the deadline. . . .
Miraculously on the last day, before the deadline, a refund was issued (though still pending after that for a few days. . . .) and today 15/12/25 it shows as cleared.
Of course I already had to settle my credit card account before getting this refund. . .
This was a month of agony, wasting my time & funds, resulting in me having nothing to show for it. . . .
AVOID at all costs⚠️

⭐ Trustpilot Review: YOOX & UPS – Appalling

Delivery Service and Zero Accountability
I had another terrible experience with YOOX and their delivery partner UPS.

UPS stated the delivery would arrive on 3rd December, but instead they turned up a day early on the 2nd December with no notice. When I wasn’t home, they didn’t attempt a second delivery, didn’t contact me, and dumped my parcel in a pickup shop without my consent.

I contacted both YOOX and UPS, and neither of them made any effort to fix the situation.

YOOX refused to help, refused to arrange redelivery, and showed zero responsibility for their chosen courier’s mistakes.

In the end, PayPal refunded my €7 delivery charge not YOOX.

YOOX did nothing at all to resolve the issue or support the customer.

This level of service is completely unacceptable. Between incorrect deliveries and a refusal to help, I would strongly warn others to think twice before ordering from YOOX.

It s my second attempt to order something from this company and now I m sure that most of their items are fake. Size 4 (small) my order. An XXL jumpsuit arrived...Quality? Fake 100% Recently I ordered a Ferragamo pair of shoes size 35. They sent 34.5. The box was old and the shoes supposed to be calf leather. It is not. I m not returning the item I do not want to deal with them again

I used to be a fan of this site (yoox) til I noticed the price gorging on the sales items how is it that item can from 10 seasons or even 5 seasons ago they trying keep the retail price from when it first drop &then they discount from there like excuse just cause ya still sitting on it doesn’t mean it’s holding its value , that is not gold for 1 & 2 the items are literally outdated and have the audacity to only offer 25% off for cyber Monday. Remember ya aren’t bigger than the consumer. W/o us them items will sit in ya warehouse on Lackawanna(Clifton) 4 ever!!