Returns & Exchanges Policy

For all order enquiries, please contact Customer-Service@portal-deliveries.co.uk.

Returns Process

To initiate a return, please use our returns portal.
However, as per our Terms & Conditions, sale items are not eligible for return, so the returns portal will not accept these products.

Once your return has been accepted, the next stage will be to complete a prepaid returns label. You will then need to securely repackage your order and either take it to your local post office or arrange for it to be collected.

Please note, without using the returns portal we are unable to accept your return.

Eligibility

To be eligible for a return, your item(s) must be sent back within 14 days of receiving your order, in the same condition you received them, with all original packaging and tags intact. We reserve the right to refuse returns sent after the 14-day period.

Returns will not be accepted if the garment shows signs of wear, has been washed, or altered. Items must be returned in their original condition with all tags attached, otherwise the return will be void.

Important Information

• We do not offer free returns.
• All returns are subject to a 5% restocking fee.
• Refunds will be issued to your original payment method, minus shipping costs and the restocking fee.

UK & International Returns

For both UK and international returns, a prepaid label will be issued once your return or exchange has been approved. Please note that the cost of this label will be deducted from your refund.

For international customers, we do not cover any additional taxes or duties, including those applied at delivery or during the return process. If you refuse to pay these charges and your parcel is returned to us or destroyed, you will not be eligible for a refund due to the fees incurred.

Returns typically take up to 21 working days (excluding weekends and public holidays) to be received and processed. You will be notified via email once your return has been completed.

Exchanges

Exchanges must be requested within 14 days of ordering.
We will cover the cost of shipping the replacement item back to you (UK only) If you decide to return you item after, all shipping costs will be deducted from your refund. 

We cannot guarantee stock availability, so we recommend checking online before sending your item back.

Non-Returnable Items

• Sale items are non-returnable and non-exchangeable
• Gift card purchases are exchange only
• Made-to-order items are not eligible for refunds, but may be exchanged or issued as store credit

Faulty Items

We’re sorry for any inconvenience caused by faulty items, missing items, or if you do not receive your order. If you do not receive an item, you must contact us within 5 days of the expected delivery/receipt date. Please note, if you wait longer than this timeframe, we may not be able to look into the issue, as there is video evidence of all orders that are packed and dispatched.

In many cases, a return may not be necessary. Please contact us with photo and video evidence within 5 days of receiving your order, and we will work quickly to resolve the issue.