DELIVERY AND RETURNS

DELIVERY

IN CASE OF UNDELIVERED PACKAGE

We first invite you to check your package tracking information using the link provided in your order confirmation email. If the tracking status shows "delivered" but you have not received the package in your mailbox, we ask that you contact the carrier directly for further details. If the carrier confirms that the package was indeed placed in your mailbox, we are unfortunately unable to take any further action. Theft from a mailbox is considered theft from your private property.


CUSTOMS DUTIES

For all deliveries outside the European Union, products and shipping costs are invoiced excluding taxes. Customs duties and import fees may therefore apply and remain the responsibility of the customer.

RETURN AND eXCHANGE


You have 14 calendar days from the date of receipt of your order to request a return.

To make an exchange, you must first return the item(s) and then place a new order on our website for the item(s) you wish to receive.


Returns are free of charge only from mainland France, excluding sale or discounted items. If you are returning an item from another country, return shipping costs are your responsibility. Please note that only one return label is provided per order.


To make a return, please contact us at contact@portokalada.fr, indicating your order number and the reference(s) of the item(s) you wish to return. The return address will then be provided to you.


To be eligible for a return, items must be returned in their original condition: new, unworn, unwashed, and with the hygiene label attached. If you are returning your entire order, please also return the pouch.

Items returned outside of these conditions will be deemed ineligible for a return. They will be sent back to you, and the shipping costs will be charged accordingly.


Upon receipt of the returned item(s), we will inspect them and process the refund to the payment method originally used for the purchase within 14 business days.


Responsibility for Your Return Shipment

The return of a product is made at the customer's own risk. If the package is damaged or lost during the return process, the cost of the damage or loss shall be borne by the customer.

In the event of loss or theft, please do not hesitate to inform us at contact@portokalada.fr.

We recommend keeping your proof of postage until your return has been fully processed.

WITHDRAWAL FORM