FAQs

Orders

All the items you see are available to buy online, unless they are ‘out of stock'. Just click on the item you wish to buy, select the size and/or colour required and click 'add to shopping bag'. If you want to carry on shopping, you can then go back and add additional items to your shopping bag. Once you're finished and you've chosen everything you want, click 'go to checkout'. You'll need to have your credit or debit card details to hand, including the billing address (the address to where your card bills and statements are sent).

PLEASE NOTE THAT: You are only able to place orders with a value of over £150 if the credit card used to place the order is registered with your bank's 3D Secure System such as "Verified by Visa" or "Mastercard Securecode". If you attempt to place an order above £150 but are not registered with 3D secure, you should be automatically directed to the relevant registration page for your payment card. If you are having problems with this, please email us at info@pretaportobello.com. Visit our How to Shop section for more information.

Do you take orders over the phone?
Yes. If you would prefer to call us to place your order, please do so on 0044 207 381 4447. 

Can I change or cancel my order once I've submitted?
Once your order has been confirmed, it is not generally possible to change or cancel it prior to dispatch. However, we try to be as helpful as we can so please email us at orders@pretaportobello.com and we will try our best to help. Please also see our Delivery and Returns page for more information on how to return your unwanted item.

Do you confirm once you have received my return?
Unfortunately we cannot confirm when we have received your return. However, we strongly recommend that you use a recorded or signed for method to return your items as pretaportobello is does not accept any responsibility for items that fail to reach us. pretaportobello will process your refund or exchange within 21 working days of receipt of your return. At this point we will email you confirmation of a refund, or send you your replacement. If it has been more than 21 working days since we received your return, and you have not heard from us, please contact us at returns@pretaportobello.com.

I have not had a reply to my query?
pret a portobello tries hard to respond to all customer enquiries within one working day. We apologise if there is a delay to our response. If you do not hear back from us, please resend your email and we will try our best to reply as fast as we can.

Making Payments

Is it safe to order online?
pret a portobello uses the secure Payment Gateway Provider "Sage Pay", the largest independent payment service provider in the UK. Sage Pay provides secure online credit card and debit card payment solutions for thousands of online and mail order businesses across the UK.

What payment options do you accept?
pretaportobello accepts payment by debit or credit card.

When will I be charged?
When you reach the checkout page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account. If the payment is authorised, we will email you confirmation of your order soon afterwards. Payment will then be taken from your account. If your payment is authorised, but we have a query with your order, we will email you to attempt to resolve the matter. If this is not possible, and we are unable to dispatch your order, a full refund will be issued back to your card. If your bank or card issuer does not authorise the payment, we will email you soon afterwards explaining this.

Delivery

When will my order arrive?
All UK orders are sent either by Royal Mail or by courier, depending on what delivery option you select. pretaportobello offers 2 different delivery options for UK delivery. 

UK orders placed before 1pm will be dispatched the same day. If we receive your order after 1pm, we will try our very best to dispatch it that day. However, during busy periods, this may not be possible so orders will be sent out the following working day. Customers requiring guaranteed next working day delivery, are advised to place your order before 1pm to guarantee same day dispatch.

The delivery times for international orders vary but the estimated time is shown on each product page.

If you still have not received your order within the time stated, please contact us at orders@pretaportobello.com  with your query and order number. Please note that occasionally, delays may occur that are outside of our control.

Which delivery service do you use?
We currently use Royal Mail for UK deliveries, depending on the service selected by the customer.  We use the International Signed For Service from Royal Mail for international deliveries. Our delivery services are being assessed ongoing, and we reserve the right to change delivery providers at any time and alter our delivery charges accordingly. 

Do I have to be at home to receive my parcel?
To ensure that your parcel arrives safely, all orders require a signature on delivery. This can be you, or someone you have designated to take delivery. If you are not home when the delivery takes place, Royal Mail or UK Mail will notify you of delivery. UK Mail will automatically attempt re-delivery the following day. Both services will leave a card which will inform you where you can collect the parcel, or how you arrange re-delivery at a more convenient time.

Do you deliver internationally?
We deliver to the EU and the majority of other countries across the world. Please see our Delivery and Returns section or email orders@pretaportobello.com for more information.

Do I have to pay import charges?
pretaportobello's delivery charges for international orders do not include duty and custom charges. Any such charges are the responsibility of the buyer, and must be paid at the time of delivery. In the event that you wish to return your item, pretaportobello is unable to refund import duty and local sales taxes. Customs policies vary widely from country to country. Please contact your local customs office if you require further information.

Returns

What do I do if I need to return or exchange an item?
If you are not completely satisfied with your purchase, email pret a portobello to notify us that you intent to return your item(s), fill out the returns form that was sent with your parcel, and return the item(s) in their original condition, with all their original packaging within 21 days of receipt. We will issue a full refund for the item(s) price once we have received the returned item. Note - the value of refund will generally exclude shipping costs. Please note that items returned worn, with perfume or deodorant stains and/or odour, washed, or handled inappropriately, or returned outside of the 21 day return period will not be accepted and returned at the customer's expense. Some products such as underwear or pieced earrings are non-returnable. For more details on returns, please visit our Delivery and Returns section.

What if I receive a faulty or incorrect item?
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.

What is the process to get a refund?
Please allow up to 10 working days from the time we receive your return, for us to process your refund. Your refund will be credited to the same card used to make the original purchase. Once we have processed your refund, we will email you confirmation. The time taken for the refund to be credited to your account will depend on your bank or credit card issuer. Note, for orders outside the UK, additional days for delivery will be required. Please email info@pretaportobello.com if you require more precise timings.

Do I have to pay the postage to return my order? 
Yes. You are responsible for covering the cost to return your item to us. Please ensure that the item is properly packaged and protected from damage whilst the item is in transit. We recommend that both UK and International customers send their returns using a trackable delivery service that insures you for the value of the goods you are returning.

Do you refund the delivery charge?
For orders returned outside of the Distance Selling Regulations, we do not refund the original cost of postage. You will be refunded the full value of the goods returned excluding the cost of delivery.

Stock

Will you be getting any more in?
Unfortunately some items may be out of stock or may be removed from the website altogether if the line has been discontinued. pretaportobello is just like a real market – we may have many of one item, or we may have only one. We may have limited sizes or colours and some items, such as vintage or those in the ‘let us trade' section, are likely to be ‘one-off's'. You can never guarantee how long an item will be there, or whether the trader will get more stock in...and when it's gone, it's gone. Our advice to you is, if you see something you like, get it quick before someone else does!

What if I want an item that is out of stock?
If you are desperate to get hold of an item that is showing as ‘out of stock' please email info@pretaportobello.com and we will try our very best to locate another for you if at all possible.

Other Website Questions

How does your sizing work?
As we have a variety of market traders, sizing is likely to vary. Like true fashion markets, sizes are generally limited to small (UK size 8-10) medium (UK size 12) and large (UK size 14). For certain items there will be other sizes available. Often garments are ‘one-size'. In this case, pretaportobello will give its best assessment on sizing. To give you assurance, we have a 21 day returns policy where you can get a refund or exchange (where available).

Why should I register with pretaportobello.com?
In order to start buying with pretaportobello you must register your details with us. This simply means that we collect your customer information such as name, email address and home address to ensure that we can give you the best possible service. We will not pass on these details to third parties. We like our customers to have their own space within pret a portobello, so we've created My Account. Once registered, My Account gives you access to your personal details and order history.

We also provide the functionality for you to register your email with us for email updates such as news, special offers, trend reports and stock information.

Technical Problems

I am experiencing technical problems with your site. What can I do?
We have tried hard to ensure that our website is fully functional, but sometimes errors can occur. If you are experiencing problems with our site, please email info@pretaportobello.com and we will do our best to resolve the issue quickly for you.