Returns and complaints
Returns and complaints
You can decide that you want to return the goods within 14 days of delivery. Returning is easy:
1. Click on "Sign in" below.
2. Enter the email address you entered when you placed your order. We will send a verification code to this email.
3. Once the email has been successfully verified, click on "Request a Refund" for the specific order.
4. IMPORTANT: If your order was delivered by Cash on Delivery, PLACE YOUR ACCOUNT NUMBER IN THE IBAN FORM IN THE NOTE.
5. Click on "Request a Refund".
What happens next?
We will send you confirmation that we have registered your request and will email you instructions for returning the goods to our warehouse as soon as possible.
We will refund you for the goods in the same way as payment was made for the order. We will refund your money no later than 30 days from the date the goods arrive at our warehouse. Please refer to the General Terms and Conditions for details.
If you have received faulty goods or if goods show signs of damage after a short period of use, please email us at info@portelino.com and list the following:
1. Order number
2. Reason for complaint (description of the defect)
3. Photographs of the defective product or its specific parts
Together we will resolve the problem to your satisfaction. Please refer to the Complaints Policy for details.
If you do not want to use the above method, you can download the Withdrawal Form.
Fill in the form, print it out and insert it in your package. Send the package to the address on the form.
We recommend that you use the first option "Log in" to return the goods. In this case, we can confirm the submission of your request to you immediately and will keep you informed of the next step(s). Otherwise, we can only inform you when the package arrives at our warehouse.