Legal Area

Return Policy

Return Policy

Our purpose is to guarantee your full satisfaction. If, for any reason whatsoever, you are not satisfied with your order, you may exercise your right to return purchased products within thirty (30) days from the date on which you received them from . Returned items must be shipped back to the Vendor within thirty (30) days from the date the package was delivered to you. The products may be returned by dispatching the package through a shipping agent of your choice. For more information about couriers and expenses read the below Return Shipping section. It is necessary to complete the Return Form available on the website in the Customer Care area, in order for us to provide you with a Return Number. It is not possible to return an item in exchange for another.

Terms and Conditions of Return
The right to return products shall be deemed correctly exercised once the following conditions have been fully met:

  • the online Return Form must be correctly completed and submitted to the Vendor within thirty (30) days from the date of your receipt thereof;
  • the products have not been used, worn, washed, modified or damaged and, in any case, compliant with the requirements detailed in the section on Compliance Checks below;
  • the identification tag is still attached to the products with the disposable seal;
  • the products are returned in their original packaging;
  • the Vendor must receive the goods within thirty (30) days from the date the package was delivered to you.

If you have fulfilled all requirements set forth above, the Vendor shall refund the amounts paid for the returned products. You will be notified if the returned products cannot be accepted. In this case you may choose to have the products delivered to you at your own expense. If you do not wish to receive the products, the Vendor shall be entitled to keep the products and retain the amount paid for your purchase of the products.

Please note that shipping costs, duties, taxes and fees you have paid for the delivery of the purchased products shall not be refunded. For more information read the below Return Shipping section or visit Customer Care area

Compliance Checks
Our products must be returned in a new and unused state, in perfect condition, with all protective materials in place and tags and stickers attached to them (if applicable), including all accessories and documents. We reserve our right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.
For example, we may make a reduction in the following circumstances:

  • the product(s) have been used, worn, damaged or washed;
  • the identification tag with the disposable seal is not attached to the product(s) or has not been returned. Please note that identification tag constitutes an integral part of each product; and/or
  • you have not returned any packaging which is an integral part of a product (such as a dust bag).
You will be informed if we propose to reduce your refund for this reason. In this instance, you may (as an alternative to us providing you with a reduced refund) choose to have the products sent back to you at your own expense. Should you refuse this option, YOOX NET-A-PORTER GROUP reserves the right to retain the products and the amount noted for the decreased refund, due to the decrease in value of the returned products.

Return Shipping
You can ship your returns to the Vendor with a shipping service of your choice and the return shipping will be at your own expense : You may choose the modality of return consulting the below “Couriers and expenses” section . Please verify that you have accurately completed and included with your parcel all the necessary documentation for customs clearance: Please make sure to print and fill out 5 copies of the Returns Proforma Invoice that came with your parcel. Without all the copies the package will be rejected at Customs and will be returned to you.

All such documentation should be in English so when necessary it can be used both for export and for import in Hong Kong SAR, China. We recommend that you consult with local authorities and/or your selected shipping service to ensure that the documentation is sufficient. The Vendor cannot be held responsible for parcels that are detained at customs because of lacking or insufficient documentation.

The Vendor highly recommends that you choose a shipping service that permits you to trace the delivery at any time. Be sure that the type of shipping you choose guarantees the delivery of the parcel within the time frame of thirty (30) days from the date on which you received your order.

Couriers and expenses for the Return Shipping:

  • for Australia, India, Malaysia, New Zealand, Philippines, Singapore, Thailand, South Korea the return shipping is free if you use UPS driver. Likewise, return is free if you use UPS driver in Taiwan and Macau SAR, China
  • for Vietnam, Indonesia, Brunei you may ship the return with a shipping service of your choice and the shipping expenses will be at your charge
  • for Hong Kong SAR, China the return shipping is free if you use SF Express

Refund Times and Procedures
After the Vendor has received the returned products, the Vendor will check the conformity of the products with the conditions indicated above. When the Vendor is able to confirm that such conditions have been met, the Vendor will send you an email confirming that the returned products have been accepted.

The refund procedure will be started by the Vendor within thirty (30) days from when the Vendor was informed of your decision to exercise your right to return the purchased products and once the Vendor has ascertained that the return has been carried out in compliance with the above conditions and the returned products have been accepted. The time period for refunding the amount you paid for purchasing the returned products depends on the form of payment used. In the case of purchase by credit or debit card, the refund time will depend on the card company’s policies. We would like to assure you, however, that the value date for the credit will coincide with the date of the original payment; therefore you will not suffer any interest loss. In the case of gifts, the refund of the sums paid for purchases will be made to the individual who made the payment.

Disposable Seal
All products sold by the Vendor include an identification tag with a disposable seal. Please try on the products without removing the tag and seal. Returned products without the tag or seal will not be accepted.


Back to top