Frequently Asked Question
ORDERS
What is Portier Gallery’s Exchange Policy?
Items purchased from Portier Gallery may be exchanged within 7 days of purchase, provided they are:
* Unused
* In their original condition and packaging
* Sale, clearance, and promotional items are final sale and cannot be returned or exchanged.
* Original shipping fees are non-refundable.
How Do I Cancel an Order?
We aim to process and ship orders as quickly as possible. Once you receive your order confirmation email, your order has already entered processing and cannot be cancelled or modified.
Unused items in original condition may be returned within 7 days of purchase in accordance with our exchange policy.
Sale and clearance items are final sale and cannot be returned or exchanged.
What If I Received an Incorrect or Missing Item?
If you received the wrong item or an item is missing from your order, please contact our Customer Care team immediately so we can investigate and resolve the issue as quickly as possible.
What Happens If My Order Is Out of Stock?
In rare circumstances, orders may be cancelled due to:
* Stock availability issues
* Pricing or listing errors
* Orders that cannot be processed
If this occurs, a full refund will be issued to your original method of payment.
What If the Price of an Item Changes After I Purchased It?
We are unable to offer price adjustments for previous purchases. Prices may change due to promotions, stock levels, and market demand.
What Should I Do If I Receive a Damaged Item?
If your item arrives damaged, please contact our Customer Care team as soon as possible so we can assist you with an exchange or refund.
RETURNS & EXCHANGES
Can I Return My Item for a Refund?
Yes. Items may be returned within 7 days of purchase, provided they are:
* Unused
* In original condition and original packaging
Please note:
* Original shipping charges are non-refundable.
* Final sale, clearance, and custom or personalised items cannot be returned or exchanged.
What Should I Do If I Receive a Damaged or Defective Item?
If your item arrives damaged or defective, please contact our Customer Care team as soon as possible so we can assist you with your return.
How Do I Return My Item?
To return your item by mail:
* Contact Customer Care to request a return
* Securely package your item in its original packaging
* Send the item back using the return instructions provided
Please note:
* Return shipping is not refundable
* Processing takes approximately 5–7 business days after your return is received and approved
Refunds & Processing Times
Once your return is received and inspected, you will receive a confirmation email.
Refunds:
* Are issued to the original form of payment
* May take up to 7 business days to process after approval
* Your bank or payment provider may take an additional 3–5 business days to credit your account
Original shipping charges are not refundable
CARE GUIDE
How do i Clean my Portier Gallery Jewellery?
For best results, please refer to our Care & Maintenance page for detailed instructions on how to care for and clean your Portier Gallery jewellery.
We recommend gentle cleaning methods and proper storage to help maintain the beauty and finish of your pieces over time.