Why can't I complete my order?

Please check that you have correctly entered the data for your selected method of payment. Need further assistance? Contact us and we will be happy to help you.


When will my credit card be charged?

As soon as you complete your order, authorization for the necessary payment will be requested automatically to verify the validity of the credit card and availability of funds; however, the card is not charged at this time. The actual payment occurs when the order is dispatched, at which point you will receive a notification email.


Why is the amount I paid different from the amount of my order?

The amount paid is lower when, at the moment the order is dispatched, one or more of the articles is not available; the charged amount will correspond exclusively to the value of the articles that were effectively shipped.


Why did you charge me twice even though I only placed one order?

The Row guarantees that your credit card will be charged only once for the amount of an order. It is possible that the amount may be shown twice on your statement: the first entry corresponds to the payment authorization request that is made when you place the order; the second confirms the actual charge.


Tax Free Shopping for Diplomats: how can I request a VAT refund?

  1. To request a VAT refund as a Diplomatic Agent, it is necessary to send the following documentation to our offices:1. A copy of a valid form of identification
  2. A copy of the invoice for which you are requesting a VAT refund
  3. A declaration from the relative Governmental Authority attesting that you possess the requisites to obtain the refund.

Documents should be sent to:YOOX NET-A-PORTER GROUP
Customer Care
Via Nerio Nannetti 1
40069 Zola Predosa
Bologna, Italy

Once we have verified the details and documentation provided, we will refund the VAT amount to your original method of payment.


Tax Information

Duties, local taxes and brokerage fees for most of the countries will be shown directly at checkout. You will have no extra costs at delivery.


Where is my order?

You can check the status of your order and track its delivery at any time. Enter the Order Number that you received via email in the Follow your Order page. If you are a registered user, you can find all information related to the order in your My Account page.

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Shipping Times and Costs

Express Shipping Delivery in 2-4 working days US$ 30
You may be required to pay additional import fees, taxes, brokerage fees, handling fees and/or other duties specific to the destination Country in order to receive your order.
Our Online Store calculates these fees for you: the exact amount of local taxes and duties for your order will be indicated in the Shopping Bag and throughout Checkout.
The total you pay when you complete your order already includes all duties and taxes owed to local authorities. You will not need to pay any further fees when the package is delivered.

UPS is our courier for all shipments, except for Hong Kong, SAR of China where we ship with S.F. Express. You will receive an email containing your Tracking Number once your package has been shipped from our Hong Kong, SAR of China distribution center, approx. 2-3 business days from order date.

Our warehouse is closed for these Holidays . Please plan accordingly as orders will not be shipped out on these dates. All orders are processed automatically and we are unable to expedite or delay shipping times.


Can I choose a delivery date/time?

Unfortunately, it is not possible to choose a specific date and time.
You can try to contact the courier in charge of the shipment to organize a possible delivery date.
You will find the courier Tracking Number inside the Shipping Confirmation email.


Where do you ship my order from?

Our warehouse in Bologna (Italy) will prepare your order and ship it to our Hong Kong, SAR of China distribution center.


What should I do if my order hasn’t been delivered yet?

If your order has not been delivered within the estimated period, we suggest that you:

  • Check the order status: in the My Orders section for registered users; or by entering the Order Number from the confirmation email in the Track your Order page
  • Check that the address indicated for the delivery is correct
  • In the case of a missed delivery, please contact the courier in charge of the shipment.

    For further assistance, contact us, we will be happy to assist you.