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Frequently Asked Questions

Frequently Asked Questions

COVID-19 (Coronavirus) Information

Can I still shop?
We are open again for orders, and you may shop as you would normally.


Why is my order delayed?

Although we’re back up and running, your order may take longer to reach you. Stay tuned for an email update when your purchase is on its way.


Can I return?

We are accepting returns at our distribution center. Simply arrange a collection with our courier and return your purchase as usual.


Is it safe to shop?

The health and safety of colleagues and the wider community has always been our first priority. Over the past few weeks, we have been working hard to build on the many existing safety measures in our distribution center. We have enhanced these even further to safeguard teams, going above and beyond government guidelines to maximize protection.

In agreement with our logistics partner and colleagues, as well as on the advice of the relevant health authorities, we have welcomed back a reduced number of staff, and will be keeping the situation under constant review as the team progressively expands in stages.

  

The logistics teams will benefit from the following advanced health-and-safety measures, newly introduced to safeguard them as we reopen:

    

-2m 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
-Reduction in the number of people working on every shift, to maximise social distancing. A phased approach will be implemented, inviting staff back gradually and safely


These newly adopted practices are in place to prioritize the health of our colleagues and our customers as we gradually restore our full service.


Why did you temporarily close your Distrubution Centers?

The YOOX NET-A-PORTER GROUP voluntarily suspended activities in the majority of its global distribution centers. We did this for the health and wellbeing of our customers and community, which will always be our first priority. During this period, we have been investing in alternative ways to serve our customers, while implementing enhanced safety measures to protect our staff, so we are able to reopen gradually, carefully and responsibly.


What does this mean for me?

We are here to support and serve our customers in the best way we can through this period, while always protecting the health and wellbeing of our colleagues and community. We are in regular contact with our customers to let them know how we are doing this and the changes we are making. At this time, customers are able to continue shopping with us, but we are letting them know deliveries may take a little longer to arrive than usual.


When will you be back to business as usual?

We are keeping the situation under constant review. We are doing all we can to resume business as usual, while at the same time upholding our first priority, which is ensuring the health and wellbeing of our customers and community.


What are you doing to ensure colleague's safety?

We have introduced a number of additional health-and-safety measures that go above and beyond the government guidelines. These include:

   

-2m 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


A phased approach will be implemented, inviting staff back carefully and gradually.

Do I Need To Set Up An Account To Place An Order?

Having an account on THE OUTNET is not essential, but it allows you to:

  • Track your orders and review all your previous purchases
  • Organize your returns directly from your account
  • Shop without re-entering your address or card details
  • Manage your address book and email settings
  • Be the first to know about upcoming sales and promotions


Register now to make the most of all these fabulous benefits or enter a password once you've placed an order to complete your account registration.

I've Forgotten My Password - What Do I Do?

To reset your password, follow the 'Forgot Your Password?' instructions on the SIGN IN page on THE OUTNET. We'll then send you an email so you can create a new password and start shopping again.

How Do I Know That The Products You Sell Are Authentic?

Every item we sell on THE OUTNET is 100% authentic as we're an authorized online stockist for all the designers we carry.


Your purchase will be dispatched in its original designer packaging (including all tags and dust bag, if applicable).

What Size Should I Choose?


All products on THE OUTNET follow the international sizing scheme set by the designer. To help you convert your size, you can view our Size Conversion Chart on the product page.


For a little more help, you can call Customer Care on 0800 011 4250 (UK) or +44 330 022 4250 (from a mobile or internationally) or email customercare@theoutnet.com 24 hours a day, seven days a week.

How Do I Know If An Item Is In Stock?

If an item is available to purchase, you will be able to select your size and add it to your Shopping Bag.


Products on THE OUTNET are snapped up quickly and can still be bought by another customer even if the item is in your Shopping Bag. If you've found a piece you love, we'd recommend placing your order promptly so you don't miss out.

Why Are My Card Details Saved?

To make shopping at THE OUTNET even quicker, registered customers' card details are safely stored so you don't need to re-enter them every time you place an order.


Your full card details are not displayed and are only used when transactions are initiated by you. To delete your card details or pay with an alternative card, simply uncheck the box 'Remember my payment details for my next purchase' on the payment page.
 

How Do I Change My Personal Information?

To amend your details, simply 'Sign In' to your account at THE OUTNET and edit your personal information.

Is My Personal Information Kept Private?


Please be assured that we take data protection seriously, and your information will only be shared with third parties where they abide by applicable data protection legislation. For more information, view our Privacy Policy.


When you register at THE OUTNET, we need to know your name, mailing address and email address. To process your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order.


Only you or a Customer Care member (with your permission) may access your personal data from the website to help you place an order or update your account.


Please note, we may contact you about our fabulous new products and services via email. If you would prefer not to receive this information, you can edit your email preferences in 'Your Account' or email unsubscribe@theoutnet.com.

What Packaging Will My Order Be Delivered In?

Your purchases will be wrapped in tissue with signature THE OUTNET stickers and placed inside a brown box to protect them until they reach you.

Why Do I Need To Sign For My Order?

As the items sold on THE OUTNET are of a high value, we want to make sure that your purchases arrive safely and securely. To receive your order, please ensure that someone is available to sign for your delivery.

When Will My Order Be Delivered And How Do I Track It?

Our delivery time starts from the moment an order is placed and includes a 48 hour period where your items will be processed and dispatched.


Once your purchases are on their way to you, we'll send you an email with your air waybill/tracking number. Registered customers can sign in to their account on THE OUTNET and follow its progress. If you've shopped but haven't created an account with us yet, register now so you can monitor the status of your order.

Where Can I Find Information On Your Sustainability Commitments?

To read more about how YOOX NET-A-PORTER GROUP is creating a more sustainable future, visit the Sustainability section on our corporate site, ynap.com.