Please email orders@pretaportobello.com indicating your wish to exchange an item, and you will be informed on how to proceed.
If 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.
Delivery information
If we receive your order before 1pm Monday to Friday we will dispatch it the same day. If we receive your order after 1pm, we will try our very best to dispatch it that day but during busy periods, this may not be possible so orders will be sent out the following day.
If you require next working day delivery, you will have to place your order before 1pm to guarantee same day dispatch. If you order after 1pm on a Friday, your goods will be dispatched the following Monday (excluding Bank Holidays). Next day delivery orders placed on a Friday before 1pm will arrive on or before the following Monday. Saturday delivery is not guaranteed.
We want to make sure that your order gets from us to you safely, so please be aware that all orders will require a signature upon delivery.
We can only accept orders for products that are showing as ‘in stock' provided that:
- Payment has been accepted and billing address verified.
- Delivery address has been verified.
- Please note that external factors may occasionally cause delays.
International Shipping
Delivery costs for international orders do not include duty and custom charges, so you may be required to pay additional domestic sales taxes at the time of delivery. pretaportobello is not responsible for any customs duties or taxes incurred. In the event that you wish to return your item, pret a portobello is unable to refund import duty and local sales taxes.
Taxes
All prices include VAT for all UK and EU customers. For customers outside the EU, pret a portobello may deduct UK VAT where applicable.
Queries
If you have any queries about delivery, please feel free to email info@pretaportobello.com.
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 within 21 days of receipt. Note - the value of refund will exclude shipping costs.
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.
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 buyers are advised to return goods using a signed for delivery service. Please also note that the goods can take up to 7 working days to arrive with us, unless sent via special delivery, so please ensure you allow enough time for any return.
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.
Once the returned goods have arrived with us in their original condition with the pretaportobello tag in tact, and complete with all their original packaging, we will refund the original credit or debit card used for the purchase. The refund will be for the full value of the order excluding the original delivery charge. 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.
How to Return
1. Send an email to returns@pretaportobello.com stating that you wish to return the item. You will need to include your order number, name and address in this email.
2. Complete the returns form that was enclosed with your package, clearly stating your name, order number and including the reason for return.
3. Send the returns form back to pret a portobello with the item(s) in all the original packaging. We advise that items are returned by registered post as pret a portobello is unable to accept any responsibility for items that fail to reach us.
4. The return address is: pret a portobello Limited, Unit 19a The Coda Centre, 189 Munster Road, London SW6 6AW.
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.
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.
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.
In some cases, where Royal Mail has been unable to secure a signature on delivery, the order will be taken to 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.
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.
Due to hygiene reasons, pretaportobello does not accept returns for swimwear, lingerie or pierced earrings unless item is significantly not as described.
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