FAQ's

HOW CAN I PAY FOR MY ORDER?

All transactions are in pounds sterling (£). We accept: Visa, Visa Debit, Maestro, MasterCard, AmericanExpress, Google Pay, Apple Pay and PayPal. When paying by card, you will be charged at the time that your order is placed.

IF THE PRODUCT IS AVAILABLE TO PRE-ORDER, WHEN WILL I BE CHARGED FOR THE ITEM?

When placing an order for a product that is available to pre-order you will be charged at the time you place your order. The returns window for pre-ordered items will commence from when you receive the items.

HOW WILL MY ORDER BE PACKAGED?

All Non sale orders are personally packaged in tissue paper and a wonderful craft paper regardless of whether they’re a gift (because you deserve special treatment !!).

IS YOUR CLOTHING MACHINE WASHABLE?

All clothes are made in wearable fabrics for maximum comfort and a flattering silhouette. We believe in stress-free style, so most are machine washable for added ease. But please always read the washing label. Please note we cannot be held responsible for clothes that have been washed incorrectly. We always advise washing at maximum of 30 degrees, with no conditioner in the detergent, drying naturally and NEVER in a Tumble dryer.

WHAT SIZE SHOULD I ORDER?

if you are unsure or in between sizes , or if you'd like a little more information info@portobelloroadprincess.com. OR  Start a live chat with us.

WHEN WILL I RECEIVE MY ORDER?

We aim to Despatch within 3-5 working days of receiving payments. Due to delayed Royal Mail sorting offices, this may be a day or so after but these conditions are completely out of our control once they are posted. Orders are ALL sent by Royal Mail as a signed for service with Tracking Number emailed. 

WHAT SHOULD I DO IF I NEED TO RETURN AN ITEM?

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

If you can first email contact our returns manger RJ at info@portobelloroadprincess.com he will be able to help you with your refund and assign you a returns number. This is very important as we need to ensure your refund is actioned in the appropriate time frame. Without this reference number we CANNOT issue a refund.

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

You have a maximum of 14 calendar days to return an item from the date you receive/signed for. To be eligible for a return, your item must be unworn, complete with tag in place, and in the same condition that you received it. 

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.

HOW QUICKLY CAN I EXPECT MY RETURN TO BE PROCESSED?

Once we receive your item, it will be inspected. If your return is approved, we will notify you via email of the date the item was received back to our office and a refund will be initiated via your original method of payment.

You will receive a credit back into you account within 14 CALENDAR 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 14 CALENDAR days after that email.