I ordered a pair of boots from them in January, which I attempted to return in February via their integrated return service, for which they accept responsibility if parcels go missing. When, in March, I had received no update on my parcel's whereabouts, I contacted DHL (who manage the returns), who told me that if I had enquiries, I should communicate with the shipper (Net-A-Porter), which I duly did (I can provide email proof of this communication). Since then, Net-A-Porter have repeatedly pushed off their response date into the future and refused to issue a refund, because in the same way that DHL would not acknowledge to me that they had lost my parcel, they would not acknowledge it to Net-A-Porter either. Regardless, my parcel was lost by DHL and as such it should be covered by Net-A-Porter's responsibility for parcels lost via their integrated returns service. They spent several months going back-and-forth with me (from 03.03.2021), only to indicate to me on 30.06.2021 that without proof of collection from DHL, they are not able to issue me with a refund. However, given that the failure to scan my return label by DHL is the reason for this difficulty, there is no proof of collection, and they are refusing to issue a refund despite the fact that I sent it back via their integrated return service.