Returns & Refund Policy

Thank you for shopping with Portobello Road Princess Limited.  We hope you are delighted with your purchase, but if you wish to return an item for a refund here is what you need to do.

Firstly,  please DO NOT Direct message using Facebook or Instagram as these messages can get lost.

If you can first email our Customer Services / Returns Manger RJ at info@portobelloroadprincess.com who will get back to you within 48 hours to help you with your refund and assign you an automatically generated returns number from our provider.

This is very important as we need to ensure your refund is actioned in the appropriate time frame and the stock item does not get lost by Royal Mail.

Opening Times 

(9:30am to 5:30pm, Monday to Friday), any queries received over the weekend will be replied to from Monday onwards.

SALE ITEMS

Please note all SALE ITEMS discounted at 50% are non Returnable or available for Exchange.

Returns

Firstly,  please do not Direct message PRP using Facebook or Instagram as these messages get lost.

You have a maximum of 14 days to return an item from the date you receive and sign for it. Please uses a signed for service so that the return can be tracked correctly.

To be eligible for a return, your item must be unworn, not damaged, complete with tag in place, and in the same condition that you received it.

PLEASE NOTE : It is extremely important that you follow our returns policy and obtain a returns REFERENCE NUMBER before posting back as without this your return CANNOT BE PROCESSED.

We are not responsible for any returned items that we do not receive and we do not sign for at this office. Signature will always be (RJ). Until we receive your return, the item(s) and their condition remain your responsibility.

Failure to return by this method will also result in us being unable to refund in the event of it going missing as  refunds are processed automatically tying up the return reference number with its correct parcel.

Late Returns

You have a maximum of 14 days from when you receive your parcel to return your items back to us. If the goods are returned outside of this time frame then the goods will not be accepted and returned to the customer.

Refunds

Please allow 28 days for your refund to appear on your bank statement and to go through refund processing as this is an automated service provided by our site provider.

Once we receive your item and signed for (a signature must be provided) it will be inspected. If your return is approved a refund will be initiated via your original method of payment. We do not confirm receipt of this return as the tracking will always provide the signature (RJ Hall) if it does not you should contact us directly.

You will receive a credit back into you account within 28 business working days, depending on your card issuer's policies. This is something we have absolutely no control over, it is a banking process. So whilst you will receive an email from us to say you have been refunded, the funds will not reach your account for up to 28 working days after that email.

If you have waited more than 28 days with no email from please get back in touch.

Return Shipping

You will be responsible for paying for your own shipping costs for your return.

Please  return your order to us by Recorded Delivery and keep a proof of postage.  Please include a note with your order number, name and address when returning an item. Failure to return by this method will result in us being unable to refund in the event of it going missing.

Contact Us

If you have any other questions on how to return your item please once again do not direct message via social media channels but get in touch with RJ via email info@portobelloroadprincess.com.