Assistance

Returns & Exchanges

  • Online & Catalog Purchases—USA

    We want you to be completely happy with your order. If for any reason you are not satisfied, we will gladly accept your timely return of unworn, unwashed, eligible items or defective merchandise. To receive a FREE return, please return within 15 days of delivery using the pre-paid Smart Label located on the packing slip enclosed with your merchandise.

    Returned merchandise should include the vendor packaging and tags and be in the same condition as when it was received. Used merchandise cannot be returned unless defective. A pickup and/or restock fee may apply.

    Returns and Exchanges

    On the back of the packing slip enclosed with your order, please note the reason(s) for return and whether you wish to exchange the item(s) or receive a credit/refund (depending on the original form of payment). Enclose the return section of the packing slip with your item(s).

    Merchandise shipped with a SmartLabel qualifies for a FREE return if received within 15 days of delivery. If returned more than 15 days after delivery, a return shipping fee will be deducted from your refund.

    If you prefer not to use the SmartLabel, please ship the item(s) prepaid and insured to Sales Division, 123 Customer Way, Irving, TX 75039. For a replacement shipping label, please call 1.888.888.4757.

    Gifts

    When returning a gift, a Neiman Marcus Group Merchandise Credit Gift Card will be issued to the gift recipient for the amount of the returned merchandise. The card can be used for purchases from Neiman Marcus, Horchow, Last Call, CUSP and Bergdorf Goodman stores, catalog, and online. In compliance with Federal law, for gifts valued at more than $2,000.00, the recipient will receive a check rather than a Merchandise Credit Gift Card. Simply fill out the packing slip, reason for return, and check the box for Gift Recipient.

    Please allow 10 to 14 days for the processing of your return.

    Returns & Exchanges Last Updated October 30, 2014.

    Returns for Early Credit

    Neiman Marcus is pleased to offer Returns for Early Credit for eligible purchases. Credit will be initiated to your banking institution when the U.S. post office scans your Neiman Marcus return shipping label on your package. Your purchase may not qualify for the Returns for Early Credit program and if so, please follow the Returns & Exchanges process above.

    Merchandise shipped with a SmartLabel qualifies for a FREE return if received within 15 days of delivery. If returned more than 15 days after delivery, a return shipping fee will be deducted from your refund.

    Exchanges are excluded. For Exchanges, please follow the Returns & Exchanges process above.

    To submit online merchandise for an Early Credit request, follow these steps:

    1. If you are a registered customer, log in to your account and select the order number from your Order History.

    Non-registered customers (Guest) must have the order number (located on the packing slip) and the email address or phone number of the original purchaser. If you do not have this information, please follow the Returns & Exchanges process above.

    2. Choose from the eligible item(s) you wish to return and follow the online process/steps to submit your request.

    3. Affix the provided SmartLabel associated with the merchandise to the outside of your package and enclose the return section of the packing slip with the returned item(s).

    4. Drop your package off at a U.S. post office.

    Credit will be issued to the original form of payment. Processing times may vary between payment providers. You will receive an email advising the credit process with your banking institution has been initiated.

    Can't find your label? You can print a new label when you log in to your account and select item(s) for Returns for Early Credit.

    If you return a gift using the Returns for Early Credit process, the credit will be issued to the original purchaser. If you do not want the credit to be issued to the original purchaser, please follow the Returns & Exchanges process above.

    Click here to get started using Returns for Early Credit!

    Returns for Early Credit Last Updated December 18th, 2014.

    Other Items

    All fragrance and cosmetics items must be unused, unopened, and in original packaging for a credit/refund or exchange to be issued. Restricted items must be returned using ground transportation.

    Personalized and monogrammed orders cannot be cancelled or returned.

    Perishable foods are not returnable. Please call us at 1.888.888.4757 for questions about your perishable items.

    All precious jewelry and Cartier watches must be returned within 60 days from the date of receipt and must include all original documentation. Return/exchange policies for specific items such as jewelry, fine art, etc., will be noted on the packing slip on that item.

    Please allow 10 to 14 days for the processing of your return.

    Last Updated September 19, 2013

    Returning Online & Catalog Merchandise In Store

    Neiman Marcus online purchases may be returned to any Neiman Marcus store (excluding Last Call and Cusp stores). Returned merchandise should be in the vendor packaging with all tags affixed and be in the same condition as when it was delivered. Simply bring the packing slip and the merchandise to any sales associate. Credit will be given to the original form of payment.

    Returns without a packing slip are to be taken to the Customer Service department. Credit will be given to the original form of payment. Gift recipients will receive a Neiman Marcus Group Merchandise Credit Gift Card. The card can be used for purchases from Neiman Marcus, Horchow, and Bergdorf Goodman stores, catalogs, and online.

    Last updated November 05, 2013

  • Online Purchases—International BORDERFREE Logo

    Neiman Marcus wants you to be completely happy with your purchase. If for any reason you are not satisfied, you may contact our Customer Care Contact Center 24 hours a day, 7 days a week at 1.972.556.6044, or via chat online, or email. Customer care will provide you with a required Return Merchandise Authorization (RMA) number.

    Please allow up to six (6) weeks for processing your return and credit from your financial institution.

  • Online Purchases—International (Non-Borderfree Countries)

    We want you to be completely happy with your order. If for any reason you are not satisfied, we will gladly accept your timely return of unworn, unwashed, or defective merchandise. Returned merchandise should include the vendor packaging and tags and be in the same condition as when it was received. Used merchandise cannot be returned unless defective. A pickup and/or restock fee may apply.

    Returned merchandise should include the vendor packaging and tags and be in the same condition as when it was received. Used merchandise cannot be returned unless defective. A pickup and/or restock fee may apply.

    Returns & Exchanges Last Updated February 1, 2014.

    Gifts

    When returning a gift, a Neiman Marcus Group Merchandise Credit Gift Card will be issued to the gift recipient for the amount of the returned merchandise. The card can be used for purchases from Neiman Marcus, Horchow, Last Call, CUSP and Bergdorf Goodman stores, catalog, and online. In compliance with Federal law, for gifts valued at more than $2,000.00, the recipient will receive a check rather than a Merchandise Credit Gift Card.

    Gifts Last updated October 30, 2014.

    Returning Merchandise By Mail

    On the back of the packing slip enclosed with your order, please note the reason(s) for return and whether you wish to exchange the item(s) or receive a credit/refund (depending on the original form of payment). Enclose the return section of the packing slip with your item(s). Please use one of the return labels provided on the front of your packing slip to ensure proper return address and credit information.

    If you use a SmartLabel, shipping on a return will be FREE if returned within 15 days of delivery. If returned after 15 days of delivery, a fee will be deducted from your refund. If you prefer not to use the SmartLabel, please ship the item(s) prepaid and insured to Sales Division, 123 Customer Way, Irving, TX 75039. For a replacement shipping label, please call 972-556-6011..

    Please allow 10 to 14 days for the processing of your return.

    Returning Merchandise By Mail Last Updated February 1, 2014.

    Other Items

    All fragrance and cosmetics items must be unused, unopened, and in original packaging for a credit/refund or exchange to be issued. Restricted items must be returned using ground transportation.

    Personalized and monogrammed orders cannot be cancelled or returned.

    Perishable foods are not returnable. Please call us at 972-556-6011 for questions about your perishable items.

    All precious jewelry and Cartier watches must be returned within 60 days from the date of receipt and must include all original documentation. Return/exchange policies for specific items such as jewelry, fine art, etc., will be noted on the packing slip on that item.

    Please allow 10 to 14 days for the processing of your return.

    Returning Online Purchases In Store

    Neiman Marcus online purchases may be returned to any Neiman Marcus store (excluding Last Call and Cusp stores). Returned merchandise should be in the vendor packaging with all tags affixed and be in the same condition as when it was delivered. Simply bring the packing slip and the merchandise to any sales associate. Credit will be given to the original form of payment.

    Returns without a packing slip are to be taken to the Customer Service department. Credit will be given to the original form of payment. Gift recipients will receive a Neiman Marcus Group Merchandise Credit Gift Card. The card can be used for purchases from Neiman Marcus, Horchow, and Bergdorf Goodman stores, catalogs, and online.

  • Canada Orders

    (All dollar values are in USD)

    RETURNS FROM CANADA

    We want you to be completely happy with your order. If for any reason you are not satisfied, we will gladly accept your timely return of unworn, unwashed, or defective merchandise. Returned merchandise should include the vendor packaging and tags and be in the same condition as when it was delivered to you. Used merchandise cannot be returned unless defective.

    Last Updated April 17, 2014

    Gifts

    When a gift is returned, a Neiman Marcus Group Merchandise Credit Gift Card will be issued to the gift recipient for the amount of the returned merchandise. The card can be used for purchases from Neiman Marcus, Horchow, and Bergdorf Goodman stores, catalog, and online.

    Other Items

    All fragrance and cosmetics returns must be unused, unopened, and in original packaging for a credit/refund or exchange to be issued.
    For cosmetic color consultation, we recommend contacting your nearest Neiman Marcus store and asking to speak with a cosmetic specialist who will be happy to assist with selections matching your skin tone and type.
    Orders for personalized items cannot be canceled, and personalized items cannot be returned. We ask that you take special care when specifying initials or names, and if requested, the style and color of the personalization.
    Perishable foods are not returnable. Please call us at 1-888-888-4757 for questions about your perishable items.
    Due to air transportation restrictions and regulations, certain items considered hazardous materials are restricted to ground-only transport. These include aerosols and alcohol-based products (e.g., pressurized spray containers, hairspray, nail polish remover, etc.).
    All precious jewelry and Cartier watches must be returned within 60 days from the date of receipt, and must include all original documentation, to qualify for a credit/refund or exchange.
    Return/exchange policies for specific items that do not apply to the above policy such as jewelry, fine art, etc., will be noted on the packing slip on that item.
    Please allow 10 to 14 days for the processing of your return.

    Last Updated December 3, 2014

    Certain items considered hazardous materials including aerosols and alcohol-based products (e.g., pressurized spray cans, hairspray, nail polish remover, etc.) are restricted to ground-only transport, due to air transportation restrictions and regulations.

    Last Updated June 26, 2014

    If you have any questions about the merchandise you received, please contact NeimanMarcus.com at 1.888.888.4757.

    Merchandise Value of $5,000 or More

    To ensure the proper handling of a return for merchandise with a retail value of $5,000 or more, please call 1-800-825-8255 extension 5740, Monday through Friday, 8:00am to 8:00pm (CST) to arrange a special pick up. Do not use the enclosed FedEx PRP Return Label for merchandise with a retail value of $5,000 or more. Returns will be subject to a $30.00 (U.S.) processing fee unless defective. For your convenience, pickups are Monday through Friday.

    Fish & Wildlife declaration document fees are non-refundable unless merchandise is defective.

    Last Updated June 19, 2014

    FedEx Ground PRP Returns

    When you return your merchandise using the enclosed FedEx PRP Return Label, you are authorizing our Canadian customs broker to submit a claim for duty and taxes to Canada Border Services Agency on your behalf and to receive, endorse and deposit all such refunds. NeimanMarcus.com will refund the purchase price, applicable duty, and taxes directly to you when your return reaches our fulfillment center and is fully processed. Returns will be subject to a $30.00 (U.S.) processing fee unless defective.

    Last Updated June 30, 2014

    Other Carrier Returns

    Customers who process a return through other carriers will do so at their own expense. Return freight, duty and taxes will be the responsibility of the customer. Any duty or taxes initially paid at time of purchase will also be the responsibility of the customer to file for reimbursement with Canada Border Services Agency.

    If you did not retain the original commercial invoice, you will need to take your return to your local Postal Office and send back at your own expense to NM Direct, 123 Customer Way, Irving, TX  75039.

    Please allow 3 to 4 weeks for credit to be processed.

    Canadian Return Instructions

    When you return your merchandise using the enclosed FedEx PRP Return Label, you are authorizing our Canadian customs broker to submit a claim for duty and taxes to Canada Border Services Agency on your behalf and to receive, endorse, and deposit all such refunds. NM Direct will refund the purchase price, applicable duty, and taxes directly to you when your return reaches our fulfillment center and is fully processed.
    Returns will be subject to a $30.00 (U.S.) processing fee, unless defective.

    If you wish to return your items, please follow the steps below:

    (For merchandise over $5,000 please see above.)

    STEP 1 – Circle the item(s) you wish to return on your FedEX Commercial Invoice and note the return reason and enclose in your shipping carton. (Return Reason Codes are listed on your packing slip.)

    STEP 2 – Affix the top right-hand Receipt/Shipper Number sticker to the Commercial Invoice.

    STEP 3 – Enclose the FedEx Commercial Invoice & NM Packing Slip in your shipping carton.
    Commercial Sample

    STEP 4 – Fill out the top portion of the enclosed FedEx PRP Return Label with your Name, Address, City, Province, Postal Code, and the Order # from your packing slip.
    Return Label

    STEP 5 – Affix the FedEx PRP Return Label to the outside of your shipping carton.  To avoid any confusion, please be sure you deface or cover the original shipping label. (If you were shipped a box with an ORM-D label, please reuse same box and DO NOT deface or cover the label.)

    STEP 6 – Peel off the Shipper Receipt portion and retain for your records.

    STEP 7 – Return the shipping carton to any FedEx/Kinko’s location.

    If you did not retain the original commercial invoice, you will need to take your return to your local Postal Office and send back at your own expense to NM Direct, 123 Customer Way, Irving, TX  75039.  Original duty, tax, and freight will not be refunded.

    Please allow 3 to 4 weeks for your credit to be processed.

    If you have questions, please contact NeimanMarcus.com at 1.888.888.4757.

  • the book & Store Purchases

    Any merchandise purchased at a Neiman Marcus store should be returned to a Neiman Marcus store.

    To receive a FREE return, please take your merchandise to the store or call 1-800-908-1185 to arrange a pickup.

    Last Updated October 18, 2013.

    Gifts

    When returning a gift, a Neiman Marcus Group Merchandise Credit Gift Card will be issued to the gift recipient for the amount of the returned merchandise. The card can be used for purchases from Neiman Marcus, Horchow, Last Call, CUSP and Bergdorf Goodman stores, catalog, and online. In compliance with Federal law, for gifts valued at more than $2,000.00, the recipient will receive a check rather than a Merchandise Credit Gift Card. Simply fill out the packing slip, reason for return, and check the box for Gift Recipient.

    Returning the book Merchandise to a Store

    Neiman Marcus the book purchases may be returned to any Neiman Marcus store (excluding Last Call and CUSP stores). Returned merchandise should be in the vendor packaging with all tags affixed and be in the same condition as when it was delivered. Simply bring the packing slip and the merchandise to any sales associate. Credit will be given to the original form of payment. Returns without a packing slip are to be taken to the Customer Service department. Credit will be given to the original form of payment.

    Last Updated January 30, 2015.

    Returning the book Merchandise By Mail

    On the back of the packing slip enclosed with your order, please note the reason(s) for return and whether you wish to exchange the item(s) or receive a credit/refund (depending on the original form of payment). Enclose the return section of the packing slip with your item(s). Please use one of the return labels provided on the front of your packing slip to ensure proper return address and credit information.

    If you use a SmartLabel, shipping on a return will be FREE if returned within 15 days of delivery. If returned after 15 days of delivery, a fee will be deducted from your refund. If you prefer not to use the SmartLabel, please ship the item(s) prepaid and insured to Sales Division, 123 Customer Way, Irving, TX 75039. For a replacement shipping label, please call 1-888-888-4757.

    Last Updated October 18, 2013

    Please allow 10 to 14 days for the processing of your return.
    Last Updated September 19, 2013

    Other Items

    Returns of all fragrance and cosmetics purchases from the book must be accompanied by the receipt and must be unused, unopened, and in original packaging for a credit/refund or exchange to be issued; restricted items must be returned using ground transportation. Returns of all fragrance and cosmetics purchases made at Neiman Marcus stores must be accompanied by a receipt; contact a Neiman Marcus store sales associate.

    Personalized and monogrammed items cannot be returned.

    Perishable foods are not returnable. Please call us at 1-888-888-4757 for questions about your perishable items.

    All precious jewelry must be returned within 60 days from the date of receipt and must include all original documentation. Return/exchange policies for specific items such as jewelry, fine art, etc., will be noted on the packing slip of that item.

    Last Updated October 18, 2013

  • Catalog Purchases

    For Canada Information, click here.

    We want you to be completely happy with your order. If for any reason you are not satisfied, we will gladly accept your FREE timely return of unworn, unwashed, eligible items or defective merchandise within 15 days of delivery. Please use the pre-paid Smart Label located on the packing slip enclosed with your merchandise, to receive a FREE return.

    Returns and Exchanges Last Updated February 1, 2014

    Gifts

    When returning a gift, a Neiman Marcus Group Merchandise Credit Gift Card will be issued to the gift recipient for the amount of the returned merchandise. The card can be used for purchases from Neiman Marcus, Horchow, and Bergdorf Goodman stores, catalog, and online. In compliance with Federal law, for gifts valued at more than $2,000.00, the recipient will receive a check rather than a Merchandise Credit Gift Card.

    Returning Catalog Merchandise to a Store

    Neiman Marcus catalog purchases may be returned to any Neiman Marcus store (excluding Last Call and Cusp stores). Returned merchandise should be in the vendor packaging with all tags affixed and be in the same condition as when it was delivered. Simply bring the packing slip and the merchandise to any sales associate. Credit will be given to the original form of payment.

    Returns without a packing slip are to be taken to the Customer Service department. Credit will be given to the original form of payment.

    Returning By Mail

    On the back of the packing slip enclosed with your order, please note the reason(s) for return and whether you wish to exchange the item(s) or receive a credit/refund (depending on the original form of payment). Enclose the return section of the packing slip with your item(s). Please use one of the return labels provided on the front of your packing slip to ensure proper return address and credit information.

    If you use a SmartLabel, shipping on a return will be FREE if returned within 15 days of delivery. If returned after 15 days of delivery, a fee will be deducted from your refund.If you prefer not to use the SmartLabel, please ship the item prepaid and insured to Sales Division, 123 Customer Way, Irving, TX 75039. For a replacement shipping label, please call 1-800-825-8000.

    Please allow 10 to 14 days for the processing of your return.

    Last Updated February 1, 2014.

    Other Items

    All fragrance and cosmetics returns must be unused, unopened, and in original packaging for a credit/refund or exchange to be issued. Restricted items must be returned using ground transportation.

    Personalized and monogrammed orders cannot be canceled or returned.

    Perishable foods are not returnable. Please call us at 1-888-888-4757 for questions about your perishable items.

    All precious jewelry and Cartier watches must be returned within 60 days from the date of receipt and must include all original documentation. Return/exchange policies for specific items that do not apply to the above policy, such as jewelry, fine art, etc., will be noted on the packing slip on that item.