CA
FREE GROUND SHIPPING ON ALL ORDERS
FREE GROUND SHIPPING ON ALL ORDERS
If you are not 100% satisfied with our products, you can return them for a refund or merchandise credit to redeem on a next purchase, unless some product or sale is advertised as "final sale/not returnable".
To receive a refund, items must be unworn, in new condition, in the original packaging and postmarked within 30 days of the purchase date.
Refund to the original form of payment (minus a $8.00 re-stocking fee): We'll refund your credit card in full minus the re-stocking fee.
The first step is to contact us at customerservice@portolano.com requiring a personal Return Authorization Number, providing all the information for us to create a return label (Name, Pick up Address, order#, email address) with the Reason for Return.
After, your free prepaid label will be emailed to you. Print the pre-paid shipping label from the e-mail your receive and attach it to your return package. Please keep this email as it will also contain the link to track your return shipment. Please also include a copy of the invoice you receive when returning. You can either leave the package in your mail box or drop it off at any United States Postal Service (USPS) location.
Any credits for your return will be issued back to the original credit card minus the re-stocking fee. We do not refund shipping charges on Next Day/2nd Day deliveries . Refunds will be issued within five to ten business days of initiating the return (starting as we receive the packages back), depending on your financial institution. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
To receive a merchandise credit to use for a next purchase, please contact us at customerservice@portolano.com and we will email you a personal code to apply at the checkout for the same value of your order (excluded shipping costs when apply).
If your item does not fit, please return your original merchandise following the instruction above . We will process your exchange once the first order has been received. Standard shipping will be provided free of charge on your new order.
We can accept returnable merchandise for up to 30 days from the date of the shipment (you will receive a notification when the package is shipped). Unfortunately, items received after this period cannot be accepted, and your package will be returned to you. If we receive the same late return package a second time, we will keep your merchandise and won’t be able to issue your merchandise credit or refund.
Our team works every day to provide you the best service. If you believe a product was shipped in error from us, or if it arrives defective or damaged, please contact us immediately to initiate a return process.
FINAL SALE
Some items are marked as “Final Sale” in the product’s description. Final Sale items cannot be returned.
INTERNATIONAL ORDERS
International orders are not eligible for returns.
