We want you to LOVE your product. If you are not happy with it, you can return for store credit in the form of an e-gift card within 14 days of the delivery date. Gift cards do not expire. Refunds to original form of payment will not be given. Please read further for information on eligible returns/exchanges:
- In the event you need to make a return/exchange please contact [email protected] to obtain the shipping address as well as to make sure the item/s you are wanting to return/exchange are eligible for a return/exchange. Failure to contact porthercegnovi PRIOR to sending your items back will not be processed. Please include order # and packing slip to ensure a quick return process. Please note: customer service responds to emails within 48-72 business hours Mon-Fri 9am-5pm MT. If you have emailed within this timeframe and have not received a response please check your spam folder. Thank you for your patience and understanding.
- porthercegnovi is not responsible for any shipping charges that may occur from a return.
Eligible exchanges need to be postmarked back to us by 14 days of delivery confirmation and meet the criteria below:
- ITEMS SHOULD BE FREE OF MARKS, MAKEUP, PERFUMES, STRONG ODORS, DEODORANT, AND ANIMAL HAIR. ITEMS CANNOT BE WORN OR WASHED.
- Items showing signs of wear and/or damage will be returned to the customer and no store credit will be issued.
- Swim hygienic lining MUST be on swim bottoms.
- Shoes must be returned in original box. The original box MUST NOT be used for packaging. Proper shipping packaging should be used, failure to do so will result in a €10 restocking fee. They cannot be worn and need to be free of marks, stains and soles in unworn condition.
- All body care is final sale.
- All original tags must be attached.
- ALL SALE ITEMS ENDING IN .99, JEWELRY, FACE MASKS, HATS ARE FINAL SALE. NO EXCEPTIONS.
- ALL FLASH SALES, WAREHOUSE SALES, GRAB BAGS, BOGO SALES, SALES WITH COUPON CODES 25% OFF AND ABOVE ARE CONSIDERED SALE ITEMS, MAKING THEM FINAL SALE AND NOT ELIGIBLE TO RETURN/EXCHANGE.
- ALL DOORBUSTERS ARE FINAL SALE.
PLEASE DO NOT ATTEMPT TO RETURN MERCHANDISE IF IT DOES NOT MEET THE ABOVE CRITERIA. IT WILL BE RETURNED TO YOU AT YOUR COST WITHOUT NOTICE.
- All eligible returns/exchanges will be processed in 4-5 business days of receipt and an email will be sent containing your store credit in the form of a porthercegnovi Gift Card. We do not issue refunds to the original form of payment
- Packages marked return to sender, are treated as returns and will be given store credit OR will be subject to re-shipment fees. We do not issue refunds to the original form of payment.
In the case an item is received defective or damaged, please email [email protected] within 72 hours of receipt of the order with pictures of the item/s and a brief description of the problem. Items claimed as defective/damaged/wrong CANNOT be worn and need to be claimed as such within 72 hours of Delivery confirmation on package. We will issue you a USPS First Class label for the item. After 5 days, porthercegnovi can no longer be held responsible.
- porthercegnovi is not responsible for lost or stolen packages. It is strongly recommended keeping your tracking number for packages returned to us.
- Frequent returns from orders purchased with store credit will be subject to a €5 fee. If you need help with sizing please reach out to us before placing an order.