The Return/Refund Policy
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 US using Facebook or Instagram as these messages can get lost. If you can first email our Customer Services / Returns Manger Rhys at firstname.lastname@example.org who will get back to you within 48 hours 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 and the stock item does not get lost by Royal Mail.
(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 and sign for it.
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. Parcels that are returned after the 14 calendar days have elapsed may be eligible for an exchange instead, but this is at our discretion.
PLEASE NOTE : It is extremely important that you follow our returns policy and obtain a returns REFERENCE NUMBER without this your return CANNOT 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.
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.
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 Rhys via email email@example.com.