NetAPorter

I ordered a dress from Net-a-Porter (NAP) on 1 September 2023 and paid the required $30 for express shipping. DHL was the courier.
DHL passed the parcel to Australia Post (instead of delivering to my home) for delivery when the parcel arrived in Sydney.
Auspost lost my parcel and sent me a formal email to confirm that the parcel had been lost.
DHL investigated and emailed me to confirm that my parcel was lost on 8 September 2023. DHL then promptly informed NAP that the parcel was lost.
I immediately messaged NAP Customer Care asking for a refund but they refused because they had to investigate.
I have since been messaging NAP everyday for an update but keep getting fobbed off with a "we are still investigating and we will email you" response.
My order was LOST ON 8 SEPTEMBER 2023.
TODAY IS 5 OCTOBER 2023 and I have not received any email from NAP. NOTHING.
I called the Australian NAP Customer Care number 1800 638 680 but the call always gets cut off and the line goes dead.
I also messaged NAP on Instagram. The reply I received was "we'll get back you when we have an update".
What a stressful, frustrating and exasperating situation to be in!
I would strongly encourage all online luxury fashion shoppers to buy elsewhere or you could end up in my position: NO PARCEL, NO REFUND, NO RESPONSE AND NO RESOLUTION!

I ordered a Barbara Sturm advent calendar. The bottles were weirdly half full. I tried several attempts to return the product or for them to send me another one. They offered a 5% discount. The product was $550! So I filed complaints with Amex and BBB. Not a good experience.

I got my very first order from them yesterday. It was a pair of shoes that were literally bursting at the seams. The leather was completely detached from the lining on almost the entire tongue of the shoes (both left and right) The lining was also fraying and sides had color gauged out of leather in places. I'm short, they were either a terrible knock off or someone VERY ROUGH wore these for about 6 months. They were in horrendous condition. I will post at least one photo if it allows for it. Customer service had me send multiple photos, to which I've yet to get a response. Now I have to load it all up and have the inconvenience of hauling it to the post office to hopefully get my money back. I'm not looking forward to the slow and subpar customer service dealings that I will continue to have to deal with on the matter.

I ordered a suitcase back in August, it arrived on time, but it did not meet my standards, so I created a return. I received an email stating that I will be refunded (the suitcase costs 430 euros). A month and a half later I checked my banking account and I had received nothing, so I went to online to customer care to let them know that I hadn't received my refund - I had returned the suitcase a week after receiving it - and they told me that the suitcase arrived damaged and that they wouldn't pay me back, even though I hadn't even taken the suitcase out of the box. They kept the suitcase and my money for one month and a half, until I contacted them. They sent me again the suitcase and that's that. If I hadn't contacted them they would still have my suitcase and my 430 euros. They even deleted the order from my account. Such thieves, such liars. I contacted also the European Consumer Centre to protect future buyers.

They have hard to find styles and are great about getting the product to you in a timely manner. I have never had to return anything to them so I don't know about that process. I love that I can order from the lookbook that I created on the site. The Reason Why I took away a star is the New terms of service (TOS). 7 days to get a price adjustment is not enough time! Change is not always good for the customer. READ the TOS FIRST, and then decide to buy or wait for the sale!