Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time.
It is important that you check your order or items upon receipt. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate.
Before attempting to return an order you will need to contact our customer service team to request a returns authorisation number. Without this number it can be difficult to process your return meaning the process may take longer.
Our Returns Policy does not affect your statutory rights.
Right to Cancel
You have the right to cancel this contract within 14 days without giving reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement emailed to You may use the example model cancellation form below, but it is not obligatory.
Please ensure that the items you are returning are unworn and in any original packaging. Please note that as our scarves are vintage, it is important to bear in mind that some minor signs of wear should be expected. Upon receiving a returned item we will use our discretion to decide whether minor signs of wear constitute damage (where damage is stated as the reason for the return).
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
(a)14 days after the day we receive back from you any goods supplied
(b) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods. We recommend using a trackable service and purchasing insurance to ensure that we safely receive your return. Style By Portobello will not accept liability for any items that do not reach us securely.
Model Cancellation Form
I hereby give notice that I cancel my contract of sale of the following goods:
Name of customer:
Address of customer:
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
You can contact us via email at firstname.lastname@example.org. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query. Please note that as our scarves are vintage, it is important to bear in mind that some minor signs of wear should be expected. Upon receiving a returned item we will use our discretion to decide whether minor signs of wear constitute damage (where damage is stated as the reason for the return).