RETURNS
We hope that you will be delighted with your pretaportobello purchases. However, if you are not completely satisfied you can return it to us in its original condition, for a refund. UK returns are free of charge, using a pre-paid postage label. Please see below for instructions on how to return an item to us.
pretaportobello also offers free UK exchanges. Please see below for information on how to exchange an item.
In addition to the Distance Selling Regulations, you can return any item within 21 days of receipt for a refund of that item or to exchange it for a different size or colour. For returns made outside the Distance Selling Regulations, we will refund the monetary value of the goods returned to us, at the price you purchased them.
Once the returned goods have arrived with us in their original condition with the pretaportobello tag intact, and complete with all their original packaging, we will refund the original credit or debit card used for the purchase. We try to process all refunds quickly, but please allow up to 10 working days. The time taken for the refund to be credited to your account will depend on your bank or credit card issuer.
We will usually refund you what you paid for the goods but not the delivery charge expect in cases where the order was cancelled under the UK Distance Selling Regulations or the entire order was faulty.
You will need to complete the returns form enlosed with your order and send this back with your return. If you do not enclose the returns form, we will not be able to refund you. If you have lost your returns form, please email returns@pretaportobello.com.
Due to hygiene reasons, pretaportobello does NOT accept returns for swimwear, lingerie or pierced earrings unless the item is faulty or is significantly not as described.
UK RETURNS
Returns are free for UK customers. You can return your goods using pretaportobello’s pre-paid returns sticker at the bottom of your returns form.
The goods are your responsibility until they reach us and pretaportobello will not issue for goods that arrive damaged. Therefore, please ensure you package your return properly to prevent any damage to the items or boxes during transit.
Although returns are free, we recommend that you obtain PROOF OF POSTAGE from the Post Office (which is free) when you return the item. Should your returned item not arrived back with us, we will need to see your Proof of Postage in order to process your refund. pretaportobello is unable to accept any responsibility for items that fail to reach us when Proof of Postage has not been obtained by the customer. If your returned item(s) has a value of £150 or more, please request a 'signed for' service at the Post Office and ensure your item is covered by suitable insurance.
You will need to allow up to 7 working days for your returned item to reach us, so please ensure you allow enough time for your item to reach us within the 21 day returns period.
Please note any additional charges for signed for deliveries will not be reimbursed by pretaportobello unless by prior agreement with the Customer.
How to Return – UK Customers
1. Complete the returns form that was enclosed with your package and include this with your return.
2. Attach the pre-paid returns sticker at the bottom of your returns form to the outside of your package. If you do not want to use the pre-paid returns service, simply use the pre-addressed returns sticker on your invoice, with your choice of postal method.
3. We strongly recommend you obtain proof of postage (a postage receipt) from the post office. This is free.
4. Send the unworn item(s) back to us, in the original packaging.
5. Once we have received and verified your returned item(s), we will process the refund. You will be notified by email that your item(s) have been received safely and that a refund will be actioned.
6. Please allow up to 10 working days for monies being refunded to show up on your credit card statement.
NON-UK RETURNS
Customers outside the UK will need to make their own returns arrangements through any postal carrier.
The buyer is responsible for the cost of returning any items. pretaportobello is not responsible for any returns lost or damaged in the post, so non-UK buyers are advised to return goods using a reliable postal service or courier that will give you a tracking number and insure you for the value of the goods you are returning.
Please note that the goods can take several working days to arrive with us, so please ensure you allow enough time for any return to ensure your goods arrive within the 21 day returns period.
How to Return – Non-UK Customers
1. Complete the returns form that was enclosed with your package and include this with your return.
2. Send the unwanted item(s) in all the original packaging back to pretaportobello using the address label on the invoice. We advise that items are returned by registered post as pretaportobello is unable to accept any responsibility for items that fail to reach us.
3. Once we have received and verified your returned item(s), we will process the refund. You will be notified by email that your item(s) have been received safely and that a refund will be actioned.
4. Please allow up to 10 working days for monies being refunded to show up on your credit card statement.
Exchanges
pretaportobello offers FREE UK exchanges on items if a different size or colour is required. This offer is for UK customers only and is subject to availability of stock.
If you want to exchange your item, please email returns@pretaportobello.com so that we can check availability. Provided there is stock of the item you want to exchange, pretaportobello will dispatch the item to you at no additional charge once we receive the returned item, and provided the returned item is unworn and in its original condition. Please note, if you decide to return an unwanted exchanged item, you will need to do so at your own cost.
If you are an international customer or you require exchange for a completely different item, you will need to place a new order online and return the original item for a refund.
IMPORTANT RETURNS INFORMATION
pret a portobello will NOT accept returns for items returned outside of the 21 day return period, or items that have been worn, marked (with stains or smell) or where the pret a portobello tag has been removed (unless the item is faulty). The item must be returned to us in its original packaging with the completed returns documentation enclosed.
All goods will be inspected on return. Please note that items returned worn, odoured, stained, with perfume or deodorant stains and/or odour, washed, or handled inappropriately, or returned outside of the 21 day returns period will not be accepted and will be returned to the customer at the customer's expense.
pretaportobello ensures all items are checked thoroughly for any defects before dispatch, but we also advise that customers check goods on receipt and before removing the pretaportobello tag. Once this tag is removed, we will not accept any returns unless the item is faulty.
Refunds can only be made to the original card of purchase. If your card has expired, you will be asked to provide the new start and expiry date of your new card.
In some cases, where Royal Mail has been unable to secure a signature on delivery, the order will be taken to a Royal Mail postal office. If the customer does not collect the order, or arrange a redelivery with Royal Mail, the order will usually be returned to pretaportobello. pretaportobello will resend the order to the customer, at the customer’s expense. However, the 21 day returns policy will apply to the date that initial delivery was made, not the date of redelivery.
Reasonable Care
Customers are legally obliged to take reasonable care of the items they order whilst they are in their possession. If you have purchased items from pretaportobello, the following applies:
- you can open the packaging to look at and try on the products you have ordered.
- you must not try on products wearing strong perfume/deodorant or makeup/creams which may leave a scent or marks on the products.
- you must protect the products from smells such as smoke or cooking.
- you must not wear shoes outside and no scuffing should appear on the sole.
- you must not remover the "Do Not Remove" tag from any item.
- you must return all unwanted products in the original packaging.
If you fail to take reasonable care of unwanted items before returning them to us, we will not accept your return and you will not be eligible for a refund.
Sales Taxes
If your order has been sent to a destination within the EU, all sales taxes will be refunded. For orders outside the EU, customs duties and sales taxes incurred by the purchaser are non-refundable.
Faulty items or incorrect orders
If you have received a faulty item, or the item is not what you originally ordered, please email returns@pretaportobello.com quoting your order number, name and address, product details and the reason for return. Please also advise whether you require a refund or a replacement. We will then respond via email on how to proceed with your return.
Distance Selling Regulations
In addition to our returns policy, under the Distance Selling Regulations EU customers have seven working days following receipt to cancel their purchase (unless the items have been worn, marked, damaged etc). Order cancellations must be made in writing to pretaportobello, quoting your full name, order number and intention to cancel.
In this case, pretaportobello will provide a full refund but customers must return the entire order back to us at your cost if you have already received them, within 7 days. In all cases, the goods must be in their original condition and will be inspected on their return. If we do not receive the cancelled order back, we reserve the right to arrange collection from you at your cost.
Please note that your right to cancel your order does NOT apply to pierced earrings or swimwear and underwear.
Unfortunately we can’t stop an order if it has already been dispatched. If you change your mind about your order after this point you can return the unwanted items in accordance with this returns policy.
Statutory Rights
Your UK statutory rights are not affected by our returns policy.
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