RETURNS AND EXCHANGES

If your purchase isn’t quite right you have 28 days from the date you received your order to exchange or return. We can collect your return for free from your home, work or alternative address.

Shipping is complimentary on all exchanges, although customers outside the EU are responsible for taxes and duties. We are only able to offer size exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it for a store credit and purchase the new item separately.

Items must be returned to us unused with all labels still attached. Returns that do not meet our policy will be sent back to the customer.

HOLIDAY SEASON RETURNS

In addition to our standard 28 day returns policy, we offer an extended holiday season returns policy to make gift purchasing even easier. Orders placed from Monday 19 November, 2018 can be exchanged or returned for a refund until Thursday 3 January, 2019.

HOW TO EXCHANGE OR RETURN

Simply follow the steps below:

    1. 1. Sign in to your account and under My Orders, select the order number containing the item(s) you would like to return.

 

    1. 2. Click on the “CREATE EXCHANGE/RETURN” button and choose the reason for return. Choose your replacement size if you are requesting an exchange. Please note that we are only able to offer size exchanges.

 

    1. 3. Check the box to agree with our Return Policy. You will then receive an email including your returns instructions.
    2. 4. Book your free collection with DHL online or over the phone:

 

Phone

Simply call DHL on +44 (0)844 248 0844 or visit www.dhl.com to find the telephone number of your nearest DHL branch. Remember to quote the account number for your country from our returns email.

 

Online

Click on the link provided in the returns email we send you and enter your 10 digit waybill number located under the barcode of your printed returns label that starts “WAYBILL XX XXXX XXXX”. Review your details and select a convenient day and time for DHL to collect your parcel.

Doddle

Alternatively, if you are in the UK, you can drop off your purchases at any Doddle store. Organise your free return via Facebook using Doddle’s hassle-free digital assistant DoddleBot or visit Doddle.com to find your nearest location.

MR PORTER Premier

Customers will be contacted within 48 hours to arrange a collection.

    1. 5. Sign the returns proforma invoice that you received with your order. Make sure you leave your package open until the driver or Doddle assistant has checked the contents.

 

We recommend that items are returned from the same country to which they were delivered. This ensures that your return is covered by our free returns policy and reaches us promptly. Orders sent back from a different destination may incur additional charges or be delayed by customs.

For more information, please contact Customer Care.

RECEIVING A REFUND

Your refund will either be credited to the original payment method or MR PORTER account and will include shipping costs for faulty items or for orders cancelled under the ICACRs only. Shipping costs will not be refunded for items returned using our free collection service.

If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through MR PORTER. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.

Customers ordering from Australia will receive a refund of duties and Goods and Services Tax (GST) from July 1 2018.

Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

OUR POLICY

Please email customercare@mrporter.com if any of your purchases have been delivered without MR PORTER tags.

All returns should be requested and sent back within 28 days of receipt.

Clothing

Items should be returned new, unused and with all MR PORTER and designer garment tags still attached. Underwear and swimwear should be tried on over underwear. This policy also applies to kidswear.

Shoes

Please return all items, including the dust bag and box. When you try them on, stand on a carpeted surface to protect the soles.

Bags & Accessories

All designer packaging such as authenticity cards, dust bags and leather tags should be included with your return.

Luxury Watches

Luxury watches must be returned to us unworn with the plastic protective cover on the face and in its original packaging including the warranty, presentation box and any outer packaging. You must also ensure that it has not been wound up to the correct time.

Luxury Watches Aftercare

Our pre-sale and delivery service is backed up by an aftercare programme that includes a two-year warranty for all working parts and manufacturing faults. For more information, please contact Customer Care.

Grooming & Candles

Grooming products should be sent in the original packaging. Please note, both candles and fragrance are final sale and cannot be returned due to transport restrictions.

Technology

Technology products should be returned in the original packaging.

Limited-Edition Products & Books

As these items are highly collectable, please only remove the protective cover and packaging once you are certain that you wish to keep them.

Repeated returns

We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers, and continued returns will be flagged and may, at our discretion, lead to the closure of your MR PORTER account or future orders being refused.

Gift returns

To arrange a gift return, please email customercare@mrporter.com and we will assist you further.

Faulty goods

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Please note that items which are damaged or as a result of normal wear and tear; by accident; or through misuse will not be considered faulty.

If your item is faulty when you receive it, you can return it for a refund within 30 days from the date you received it. If you have owned your item for longer than this, and certainly over 6 months, then please contact Customer Care.

Late returns

Your item(s) should be sent back to us within 28 days. Returns outside these timeframes may be accepted at the discretion of MR PORTER and may only be refunded as a store credit.

Colours

We have made every effort to display as accurately as possible the colours of our products that appear on MR PORTER. However, as computer monitors vary, we cannot guarantee that your monitor’s display of any colour will be completely accurate.