Returns policy
We hope that you will be delighted with your pret a portobello purchases. However, if you are not completely satisfied you can return it to us in its original condition, for a refund within 14 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. pret a portobello 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.
pret a portobello 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 pret a portobello 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 pret a portobello 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. Your refund will be credited to the same card used to make the original 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.
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. pret a portobello will email you to confirm we have received your returns notification email.
3. Complete the returns form that was enclosed with your package, including the reason for return.
4. 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.
5. The return address is: pret a portobello Limited, Unit B The Old Dairy, 7 Hewer Street, London, W10 6DU
6. 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.
7. Please allow up to 10 working days for monies being refunded to show up on your credit card statement.
Further Information
pret a portobello will not accept returns for items returned outside of the 14 day return period, or items that have been worn, marked 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, with perfume or deodorant stains and/or odour, washed, or handled inappropriately, or returned outside of the 14 day returns period will not be accepted and will be returned at the customer's expense.
If you require a different size of the same item or a completely different item, you will need to place a new order online and return the original item for a refund.
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, pret a portobello does not accept returns for swimwear, lingerie or pierced earrings unless item is significantly not as described.