pretaportobello currently uses Royal Mail for delivery. All orders require a signature on delivery, so please use an address where someone is available to sign.
For the UK
- Standard £3.25 (2-5 working days) - Royal Mail Tracked
- Next Day £6.00 (guaranteed next working day) - Royal Mail Special Delivery
Note: Next Working Day delivery is guaranteed for all orders placed before 2pm. Orders placed after 2pm may be dispatched the following day, therefore arrival will be within 48 hours. For Next Day orders placed on Fridays, Saturday delivery is highly likely, although cannot be guaranteed.
- Standard: up to 3-7 working days £8.00 - Royal Mail International Signed For
For USA and the Rest of the World
- Standard: up to 5-10 working days £12.00 - Royal Mail International Signed For
Delivery times are given as an indication but cannot be guaranteed by pretaportobello. Delivery times may occasionally be subject to delays outside of pretaportobello's control such as force majeure (e.g. bad weather conditions, strike action), for which pretaportobello cannot be held responsible. If you still have not received your order within the time stated, please contact us at firstname.lastname@example.org with your query and order number.
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. Please use the pretaportobello return address label provided on your returns form. If you do not have this, the address for returns is:
pret a portobello
19a Coda Centre
189 Munster Road
London SW6 6AW
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 except in cases where the order was cancelled under the UK Distance Selling Regulations or the entire order was faulty.Please see below for information on returns of Faulty items.
You will need to complete the returns form enlosed with your order and send this back with your return. If you do not enclose and complete the returns form, we will not be able to refund you. If you have lost your returns form, please email email@example.com. If the returns documentation is not completed, pretaportobello reserves the right to charge a returns processing (admin) fee which will be deducted from the value of the refund.
Your returned items must be in their original packaging. pretaportobello reserves the right to charge a re-packaging fee of £2 should the items be return without the packaging. You will need to ensure the items are properly protected when you return them to us, as pretaportobello will not be held responsible for items that are damaged in transit whilst being returned.
Due to hygiene reasons, pretaportobello does NOT accept returns for swimwear, lingerie, pierced earrings beauty products or hosiery (unless it has not been opened) unless the item is faulty or is significantly not as described.
Please remember that the goods are your responsibility until they reach us. pretaportobello will not issue refunds for goods that do not arrive or arrive damaged. Therefore, please ensure you package your return properly to prevent any damage to the items or boxes during transit.
We recommend that you obtain PROOF OF POSTAGE from the Post Office (which is free) when you return the item, or use a recorded or signed for service to ensure its safe arrival with us. Should your returned item not arrive back with us, you will need Proof of Postage in order for you to make a claim for the missing item with Royal Mail. Although we will try our best to help you locate your missing return, pretaportobello reserves the right not to issue a refund if the returned item does not reach us.
If your returned item(s) has a value of £150 or more, we suggest you use 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
1. Complete the returns form that was enclosed with your package and include this with your return.
2. Attach the returns address label at the bottom of your returns form to the outside of your package and choose the approriate method of post to return your item to us. The cost of returning an item is the responsibility of the customer.
3. We strongly recommend you obtain proof of postage (a postage receipt) from the post office. This is free. Or to return your parcel using a signed for or special delivery service.
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.
Customers outside the UK will need to make their own returns arrangements through a suitable 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.
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 firstname.lastname@example.org 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. The returns period of 21 days applies from the original order date, and therefore it is in the customer's interest to arrange an exchange quickly in order to remain within the returns period.
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 received 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 or the postal service responsible for delivery has been unable to secure a signature on delivery, the order will be taken to a post office and the customer will be left a notification card to collect or rearrange delivery. If the customer does not collect the order, or arrange a re-delivery with the post office, the order will usually be returned to pretaportobello. pretaportobello can resend the order to the customer, but this is at the customer's expense. Alternatively if a refund is given, this will be less the original postage charge. PLEASE NOTE: the 21 day returns policy will apply to the date that initial delivery was attempted, not the date of re-delivery or collection, so you will need to ensure your returns are within the period allowed, or they will not be accepted.
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 remove 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.
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 email@example.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. Once we have agreed to receive your return, you will need to send the faulty item back to us using a second class signed for delivery service. pretaportobello will reimburse you this cost. If you choose to send an item back using a more expensive service, pretaportobello will not reimburse you, as you can be refunded a maximum cost of £3.25 return postage for UK orders. For international returns, you must email us prior to sending back your item, and we will advise how to proceed..
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 or the tags removed etc). Order cancellations must be made in writing to pretaportobello, quoting your full name, order number and your intention to cancel under the Distance Selling Regulations.
In this case, pretaportobello will provide a full refund but customers must return the entire order back to us at your own 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 or to charge you for the items not received.
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 from being delivered if it has already been dispatched. If you change your mind about your order after the point of delivery, you can return the unwanted items in accordance with this returns policy.
Your UK statutory rights are not affected by our returns policy.