MR PORTER Customer Care: A Complete, Practical Guide

Overview of MR PORTER Customer Care

MR PORTER, launched in 2011, is the men’s luxury retail platform of the YOOX NET‑A‑PORTER Group. Its customer care operation is geared to high-touch service: fast responses, knowledgeable Style Advisors, and end-to-end support that spans ordering, fit and sizing guidance, delivery routing, gifts, repairs coordination via brands, and post‑purchase issues. Coverage is global, with service designed to support shoppers across North America, Europe, the Middle East, and APAC time zones.

Support is available through multiple channels—live chat, secure messaging from your account, email, and phone—in English and select other languages depending on the time of day. For the most current contact options, hours, and regional support availability, use the Help Centre on the official website: https://www.mrporter.com. The platform ships to 170+ countries, and customer care is aligned accordingly, particularly on matters like duties, returns routing, and carrier handoffs.

How to Reach MR PORTER

The quickest way to contact MR PORTER is usually live chat via the website or the iOS/Android app; it prioritizes active orders, fit questions, and delivery changes. Email is best when you need to attach photos (e.g., a quality query, a damaged parcel, or a sizing comparison) or when you want a written record for a claim. Phone support is helpful for time-sensitive issues such as stopping a duplicate order or updating delivery instructions before dispatch.

If you have an account, sign in and open the order to message customer care securely—this automatically attaches your order number and speeds up triage. If you are shopping as a guest, your order confirmation email includes a direct link to contact support with your details pre-filled. For regional contact details (including phone availability by country), go to the Help Centre and the Contact Us page at https://www.mrporter.com/help/contact-us.

• Live chat (website/app): Fastest for order status, delivery options, sizing and stock checks.
• Secure message (My Account > Orders): Best for order-specific requests, returns help, and attaching documents.
• Email (via Help Centre form): Ideal for photos, defect claims, watch/tech warranty queries, and complex cases.
• Phone (regional numbers listed on Contact Us): Useful for urgent changes before dispatch or payment verification.

Orders, Shipping, and Delivery Expectations

Order confirmation is typically immediate; if payment verification is needed, customer care may contact you for a quick check to protect against fraud. You can usually cancel or amend an order before it enters the “Preparing to ship” stage; look for a Cancel or Edit button in your order summary. Once packed, changes are limited, but care can sometimes request a carrier intercept (availability varies by country and carrier).

Delivery options are tailored by postcode at checkout. MR PORTER generally offers express shipping in most regions, standard shipping in select markets, and same‑day or nominated-day delivery in limited postcodes (e.g., central London and parts of New York City), with pricing and cut-off times displayed at checkout. Signature on delivery is often required for higher-value items; if you prefer a ServicePoint/Access Point pickup, ask customer care to enable a hold at a nearby location once the tracking link is live.

Tracking updates become available as soon as the parcel is scanned by the carrier. If tracking stalls for more than 48–72 hours on an express service, contact customer care to trigger a trace. For international shipments, duties/taxes handling depends on the destination—many routes are Delivered Duty Paid (DDP), so you won’t see additional bills on arrival; if your route is Delivered Duty Unpaid (DDU), duties and taxes are due to customs or the carrier and will be clearly indicated at checkout.

Returns, Exchanges, and Refund Timelines

MR PORTER’s returns policy is straightforward: items are typically eligible for free returns within 28 days of delivery if they are unused, with all tags and the MR PORTER seal intact, and returned with original packaging (shoes in dust bags and undamaged boxes). Hygiene and final-sale exclusions may apply to certain product categories (e.g., underwear, grooming, personalized items). Exchanges are usually possible for the same item in a different size where stock permits; otherwise, you’ll receive a refund and can reorder.

Refunds are processed after the item passes quality control at the returns hub. Expect funds to appear within 5–10 business days after inspection, depending on your bank or payment provider. If your return is late, missing components, or fails QC (e.g., signs of wear), customer care will explain next steps and options. Always use MR PORTER’s prepaid label and paperwork; self-shipping without the issued RMA can delay processing.

• Initiate in My Account: Select the order, choose items to return/exchange, and generate the RMA and label.
• Repack carefully: Include all brand tags, MR PORTER seal, dust bags, accessories, and paperwork.
• Book pickup or drop-off: Follow the carrier instructions; keep the receipt and tracking number.
• Track and confirm: Watch for the item to reach the returns hub; MR PORTER will email status updates.
• Refund/exchange: Refunds are issued to the original payment method; exchanges dispatch when confirmed in stock.

Payments, Duties, and Taxes

MR PORTER supports major cards (Visa, Mastercard, American Express), PayPal in many markets, and region-specific wallets or buy-now-pay-later options (e.g., Apple Pay, Klarna) where local regulations allow. For high-value orders—particularly fine watches and jewelry—customer care may request a quick verification (for example, a secure 3‑D Secure confirmation or a call-back) to prevent unauthorized use.

At checkout, you’ll see a clear breakdown of product price, shipping, and any applicable taxes/duties based on your delivery country. Many destinations are shipped DDP (duties included), which means no surprise charges at delivery. For DDU routes, the carrier or customs will collect taxes and duties on arrival. If an import fee seems incorrect, contact customer care before refusing delivery—agents can verify the customs code and, if needed, liaise with the carrier.

Price matching is not generally offered, and sale adjustments are discretionary and time-limited. If an item drops in price shortly after purchase and is still in stock in your size and color, contact customer care promptly with the product link; they will advise on eligibility based on current policy and timing.

Personal Shopping and EIP Support

Beyond standard customer care, MR PORTER’s Style Advisors offer personalized recommendations, capsule building, event dressing, and gift guidance. You can request virtual appointments, size/fit consultations, and curated edits for specific needs (e.g., travel wardrobes). This service is especially helpful for brands with complex sizing or for coordinating multi-brand looks that balance fit and proportion.

High-spend clients may be invited to the EIP (Extremely Important People) program, which adds a dedicated advisor, early access to drops, priority waitlist placement, and faster resolution paths for complex logistics. If you think you qualify, ask customer care; eligibility is typically based on annual spend and engagement, and enrollment is by invitation.

Packaging, Gifting, and Aftercare

MR PORTER’s signature packaging is designed for gifting, with the option to select less packaging or eco‑friendly alternatives at checkout. You can add a gift message and request a gift receipt that omits prices. For surprise gifts, customer care can help coordinate delivery timing and advise on subtle delivery options (e.g., ServicePoint hold) to maintain discretion.

For aftercare, customer care can guide you to brand-authorized services for watches, footwear, and leather goods. Warranty length varies by product category and brand (for example, many Swiss watches include a 2–5 year manufacturer warranty). Keep your invoice and any warranty cards; if something goes wrong, provide photos, the order number, and a clear description so care can coordinate the correct route, whether that’s a return, repair, or warranty claim.

Escalations, Security, and Data Protection

If an issue requires escalation—such as a lost parcel claim, repeated carrier misroutes, or a prolonged QC assessment—ask the agent to escalate to a senior advisor and request a case reference number. Keep a simple log with dates, agent names, and key commitments (e.g., “carrier investigation opened; update due in 48 hours”). This makes follow-ups faster and improves accountability on both sides.

MR PORTER uses anti-fraud checks and PSD2/3‑D Secure where applicable. Agents will never ask for your full card number via email or chat; if additional verification is needed, they will route you to a secure link or a controlled phone process. For privacy requests (GDPR or CCPA, such as access or deletion of personal data), customer care can direct you to the Data Protection team; you can also find the process and contacts in the Privacy section of https://www.mrporter.com.