Shipping Policy:
Handling and Shipping Timeframe:
Please allow 2-5 business days for handling and shipping. While we endeavor to ship worldwide, some locations may be excluded due to our various partner locations. Shipping times vary, especially for pre-order items. Each brand will specify the expected shipping duration for pre-orders. Global shipping has experienced delays, but we strive to expedite the delivery of your items.
Refund and Return Policy:
Conditions for Refund:
At Porterium, we uphold the highest standards of quality and customer service. We want your experience with us to be positive. If, for any reason, you are dissatisfied with any products purchased from our store, you may return them within 14 days from the date of purchase. To qualify for a refund, the following criteria must be met:
- The product was received defective (with actual video while opening the package as proof).
- The product must be in its original packaging.
- The product must be unworn and unopened, with no sign of usage (applies to shoes and undergarments as well).
- The product must not be damaged.
Non-Refundable Items:
We are unable to refund or exchange certain products unless they are faulty. These include:
- Jewelry for pierced ears
- Ladies' briefs
- Men's underwear
- Hair accessories
- Cosmetics
- Fragrances
- Bodysuits and shapewear
- Lingerie and Hoiserie
Return Inspection and Process:
All returns will undergo inspection. If the product does not meet the listed criteria, we reserve the right not to issue a refund. To complete your refund, we require a receipt, purchase order, or other proof of purchase. Sale and clearance items cannot be returned for a refund; only regular-priced items are eligible. Please note that we cannot process your return until your item is received at our warehouse.
Shipping for Returns:
To return an order, you must contact us first. Returns can be mailed to the address provided on the shipping label. You are responsible for the shipping costs for the items you wish to return, as we do not refund shipping costs. Please ensure proper packaging to prevent damage during transit. If the product is found damaged or excessively used, we may reject the refund.
Refund Process:
Upon receipt of your returned parcel at our warehouse, please allow 10-14 working days to receive your refund confirmation email. Card refunds may take up to 10-14 working days to be processed by your bank, depending on the card issuer. Refunds will be credited to the original purchaser's payment card, excluding shipping costs. Refunds may only be requested by the person who originally placed the order and will be processed via the original payment method.
Contact Us:
If you have any questions, concerns, or complaints regarding our refund policy, please contact us at Welcome@porterium.com. The customer is responsible for paying return shipping costs for any returned items, as shipping costs are non-refundable.