Portero Luxury Return Policy
Portero Luxury accepts returns on all items except those marked FINAL SALE. Those not marked final sale have a specific number of days clearly marked in the product listing. If no number is specified, the return policy is 7 DAYS from day of receipt. Please ensure you understand the return policy for each item before you place your order.
Remember, we are here to help! If you have any questions, please call us at 1.877.962.2398 or email us at CustomerCare@portero.com.
To facilitate returns please keep in mind:
- Returns must be sent to Portero within the number of days specified in the product detail from the date of receipt.
- Merchandise that has been worn, altered or damaged will not be accepted.
- Do not remove the security tag until you are certain you are keeping the item. If you attempt to remove the tag it will void itself. Items without security tags will not be accepted for return.
- You must call Customer Care for an RMA number within the time stated on the item listing. The item must be in Portero's possession within 7 days of receiving the RMA number. There will be no exceptions.
Return Shipping Procedure and Refunds
- Re-pack your merchandise in its original packaging and shipping box.
- Call Customer Care at 1.877.962.2398 for a Return Merchandise Authorization (RMA) number. Write the number on the box. Returns without an RMA number written on the box will be refused.
- Insure your package for the full value of the merchandise and return it to us using the delivery service of your choice. You MUST ship by a traceable carrier such as UPS or Fed Ex, otherwise we are not obliged to accept the return.
- Check your email. We will notify you once your return has been processed, usually within 3 to 4 days of receipt.
- If the item description on our web site was materially inaccurate, we will refund 100% of the purchase price in cash and also will refund any shipping charges (including insurance) you incurred. Please contact customer care for full details.
- If you paid by credit card, your refund will be placed on the card you originally used. If you paid by wire transfer, we can wire you the refund or send you a check.
- If you received free shipping on your order, we will deduct a $15 flat fee from the balance of your refund.
Gifts and Exchanges
The same policies apply as described above.
International Returns and Refunds
On international orders, refunds will not include any customs or import duties, brokerage fees or taxes paid on shipments unless the item description is materially inaccurate. Your refund is processed once the returned item is received from UPS.
Items Damaged in Shipping
Portero is not responsible for items lost or damaged in shipping. However, all packages are insured. If your item is damaged, please hold onto the original packaging and call us immediately at 1.877.962.2398 or e-mail us at CustomerCare@portero.com. This also applies to overdue deliveries. In both cases we will contact the carrier on your behalf and file an insurance claim. Once the carrier has approved and paid the claim to Portero we will forward a check or refund for your costs.