The safety of our customers is paramount. To assist our customers who do not wish to sign scanners or come into contact with couriers, we can offer a non-contact delivery. Once your order is in transit, you will receive an email from DHL with instructions on how to enable your shipment for a non-contact delivery. In the event that you do not enable your shipment for non-contact delivery, the DHL driver will attempt to deliver your order offering a non-contact alternative. This may involve calling at your premises, leaving the order on the doorstep, stepping back and then gaining verbal authorisation to sign on your behalf.
These are our standard delivery procedures. If you require your purchase urgently or want to know when your order will arrive then please contact us and we will do our utmost to help.
UK delivery of unframed items
We aim to dispatch all orders made before 12pm for delivery the following day, not including Saturdays and Sundays. Orders placed after 12pm are likely to take a day longer. Unframed items to UK destinations are sent via DHL. The cost of delivery will be shown during the checkout process. If you are not in when a delivery is attempted, the parcel will be taken to your nearest postal sorting depot and a card will be left with instructions on how to retrieve it.
UK delivery of framed items
The estimated time of dispatch of preframed items will be shown on the product page. We will ship using DHL Express. If you are not in when a delivery is attempted, the courier will leave a card with instructions on how to retrieve your parcel or rearrange collection. Other framed items are framed to order. Upon receiving your order we dispatch the order to our framers in one working day. They require ten working days to frame the item, although it is usually much quicker, and will then dispatch the item direct to you by DHL Express. The cost of delivery will be shown during the checkout process. If you are not in when a delivery is attempted, DHL will make two more attempts to redeliver, after which they will leave a card with instructions on how to retrieve your parcel.
International delivery of unframed items
We aim to dispatch all orders within 48 hours, not including Saturdays and Sundays. All international unframed items are dispatched using DHL Express. Delivery time varies from 2-3 days for Ireland and the United States to 8-10 days for the Falkland Islands. Fees are calculated and displayed during the checkout process dependent on size, weight and destination. We are not responsible for any customs duties, taxes or levies on international orders. We do not expect there to be any additional charges for international orders but we recommend that you check with your local customs officials or post office for further information.
International delivery of framed items
If you choose a preframed item it will be dispatched by DHL Express within two to four working days, not including Saturdays and Sundays. If you are not in when a delivery is attempted, the courier will leave a card with instructions on how to retrieve your parcel or rearrange collection. Other framed items are framed to order. Upon receiving your order we aim to dispatch the order to our framers within one working day. They require ten working days to frame the item, although it is usually much quicker, and will then dispatch the item direct to you using DHL Express. The cost of delivery will be shown during the checkout process. If you are not in when a delivery is attempted, DHL will make two more attempts to redeliver the parcel, after which they will leave a card with instructions on how to retrieve your parcel.
DHL On Demand Delivery (ODD)
Our shipping partner, DHL, offers you the flexibility to make changes to your delivery while it is on the way to you using DHL On Demand Delivery (ODD). Whether you need to schedule a delivery for another day or remove the signature requirement, ODD makes it easy for you.
Once your order has left us and is with DHL, they will contact you via SMS and/or email to let you know when to expect the delivery. If ODD is available in your location, this message will also contain a link to the ODD site. All you need is your tracking (shipment waybill) number.
Here’s a few options you can select to customize your delivery:
Schedule Your Delivery
If your estimated delivery date doesn’t suit, you have the option to select another date within 5 working days.
Where available, you’ll also be able to select a timed window to receive your order.
Signature Release
If you’d prefer not to sign for your delivery, you can remove the signature requirement. Please note that if you choose to remove this, NET-A-PORTER and DHL cannot be held responsible for any loss or damage that may occur once your order has been delivered.
Leave with Neighbour
Request for your order to be left with your neighbour by providing DHL with their house number and any further instructions. Please note that if you select this option, NET-A-PORTER and DHL cannot be held responsible for any loss or damage that may occur once your order has been delivered.
Collection from a DHL Service Point or Parcel Locker
If you won’t be in for your delivery, you can choose to pick this up from DHL Service Point.
DHL ODD will show you the nearest DHL Service Points, so you can select which one works best for you. They’ll then contact you to let you know when it’s ready to collect and how long you have to pick up your delivery. Please note that if the parcel is not collected within this timeframe, it’ll be sent back to the DHL depot.
To collect your parcel from a DHL Service Point you’ll need to bring two forms of ID:
- A photographic ID (e.g. passport or driving license)
- Your email/SMS notification from DHL
In the UK, you can also select an InPost Locker to pick up your order from. When your order is ready to collect, DHL will provide you with a key code by email and/or SMS which you’ll need to collect your parcel. They’ll also let you know how long you have to pick up your purchase.
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