How can an order be tracked after purchase?
Registered customers can track their orders through the 'My Orders' section in their account. Non-registered customers will receive an email with a tracking number once the item is dispatched.
What should be done if a faulty item is received?
Contact customer care at customercare@mrporter.com with photos of the damaged item. Items damaged through personal use are not eligible for return or exchange.
How does the refund process work at Mr Porter?
Refunds can be requested within 28 days, with the choice of original payment method or store credit. The refund process begins after the returned item is inspected for damage. It may take up to 10 days for the refund to appear, depending on payment providers.
How can an order be returned or exchanged at Mr Porter?
Returns can be initiated through the 'Create exchange/return' option on the app or website within 28 days. Items must be undamaged and in original condition. For size changes, return the item for store credit and reorder.
Can I cancel or change an item in my order?
It may be possible to cancel an item or change a size, depending on the order status. You cannot add new items to an existing order. For any changes, it's best to contact Customer Care quickly. The team can check options and let you know if changes are possible.
How can I track the delivery of my order?
Orders start processing once accepted and usually take 24 hours before they are shipped. During busy times, like sales, processing may take longer. If items are sent from different locations, delivery might take more time. Customers receive emails with tracking information once items leave the warehouse. You can also view tracking in the My Orders section of your account.
How do I place an order online?
To place an order, add items to the Shopping Bag and proceed to checkout. You must enter a billing and delivery address, shipping choice, and payment method. Orders depend on stock availability and acceptance before confirmation. Some items may allow prepayment to secure delivery once they are in stock. Items in the Shopping Bag are not reserved until payment is completed.
What is advance purchase, and how does it work?
Advance purchase allows customers to secure products that are scheduled for delivery but not yet in stock. Payment is taken at the time of the order, giving priority once the stock is available. If stock cannot be delivered due to production or quality problems, a refund will be issued. Customers can also choose to receive email notifications when an item becomes available.
How does the pricing policy work?
Prices are displayed in GBP but may vary depending on the shipping country. Taxes and duties are shown on the Order Summary before payment. For DDP destinations, import duties and taxes are included in the final price. For DDU destinations, these fees are charged separately by customs or the courier. Changes in currency and exchange rates can also affect the final price.
Do I need an account to shop online?
You do not need an account to make a purchase. However, creating one offers helpful benefits like faster checkout and saved details. Customers with accounts can track orders, view past purchases, and request returns. You can also create Wish Lists to save favorite or sold-out items for later.