Refund policy
Returns & Exchanges Policy
For all order enquiries, please contact customer-service@portaldeliveries.co.uk
Returns Process
To initiate a return/ cancellation, please use our returns portal. Per our Terms & Conditions, sale items aren't eligible for return, so the returns portal will not accept them.Please note that the portal WILL allow you to cancel your order before it is shipped out, after being shipped you are unable to cancel.
Once your return has been accepted, the next step is to complete your order information to receive a prepaid return label. You will then need to securely repackage your order and either take it to your local post office or arrange for it to be collected.
Eligibility
To be eligible for a return, your item(s) must be sent back within 14 days of receiving your order, Please note that the return labels provided expire after a week. We require all returns to be in the same condition you received them, with all original packaging and tags intact. We reserve the right to refuse returns sent after the 14-day period.
Important Information
- We do NOT offer free returns.
- All returns are subject to a 5% restocking fee.
- Refunds will be issued to your original payment method, minus shipping costs and the restocking fee.
UK & International Returns
For both UK and international returns, a prepaid label will be issued once your return or exchange has been approved. Please note that the cost of this label will be deducted from your refund.
For international customers, we do not cover any additional taxes or duties, including those applied at delivery or during the return process. If you refuse to pay these charges and your parcel is returned to us or destroyed, you will not be eligible for a refund due to the fees incurred.
Returns typically take up to 14 working days (excluding weekends and public holidays) to be received and processed. You will be notified via email once your return has been completed.
Exchanges
Exchanges must be requested within 14 days of ordering.
We will cover the cost of shipping the replacement item back to you (UK only) If you decide to return you item after, all shipping costs will be deducted from your refund.
Non-Returnable Items
- Sale items are non-returnable
- Gift cards
- Made-to-order items are not eligible for refunds, but may be exchanged or issued as store credit