DISPATCHING YOUR ORDER

We do our best to ship your packages on time! Most orders are processed within 2-4 business days. 

DURING HIGH VOLUME PERIODS, PUBLIC HOLIDAYS & SALES, PLEASE ALLOW ADDITIONAL TIME FOR YOUR ORDER TO BE DISPATCHED.

Please note that all orders are final and cannot be canceled or amended once placed. If you'd like to initiate a return, please refer to our Return Policy for further details.

DELIVERY

We offer efficient and reliable shipping worldwide to all our customers. The estimated delivery time will start once your order has been shipped and you have received your tracking number. Shipping times are estimates only and may vary based on location and courier availability. 

We use UPS, Australia Post, Royal Mail and Aramex for delivery depending on your country.

Australia & NZ: 5 to 8 business days

UK: 3 to 5 business days

USA: 7 to 10 business days

Rest of the World: 8-12 business days

DURING HIGH VOLUME PERIODS, PUBLIC HOLIDAYS & SALES, PLEASE ALLOW ADDITIONAL TIME FOR YOUR ORDER TO BE DELIVERED.

For most orders, a signature will be required upon delivery. If there is no one available to receive the package, there may be a delay. In the event you're not home when your order arrives, the courier will typically leave a calling card or send a notification via text/email. 

For Australian customers: If delivery cannot be completed, your package will be redirected to the nearest post office for pickup. Please bring a photo ID when collecting your order.

ORDER TRACKING

Once your order is packed and leaves our warehouse, you will receive an email with your order’s tracking number. This tracking number can be used to monitor the progress of your parcel through the Australia Post website. 

Please allow a few business days for the tracking number to update. Some parcels will be coming from our overseas warehouse and will not show any information until scanned into the receiving State. 

If you have not received your tracking number, please check your ‘Junk’ or ‘Spam’ folder as it may have been automatically filtered.

DELAYS & LOST PARCELS

Unfortunately Portia cannot be held responsible for lost or stolen packages or delays during transit. Once an order is marked as delivered and confirmed by tracking, Portia is no longer responsible for the package. 

Please note that customs processing may cause delays that are beyond our control, and we cannot be held liable for any such delays.

PRE ORDERS

If you purchase an in-stock item along with a pre-order item, the entire order will be held and shipped together once the pre-order item arrives at our warehouse. For faster delivery of in-stock items, we recommend placing separate orders. 

Please note that pre-orders cannot be cancelled once they have been placed. Pre order shipping timelines are indicated in our product descriptions for each product to keep it as current and up to date for our customers as possible.

RETURN TO SENDER

If an order is returned to our warehouse as undeliverable, you will receive an automatic credit note for the value of the items purchased, excluding the original shipping costs. This credit can be used for a new order. To understand why your order was returned, please contact the shipping carrier directly using your tracking number. Common reasons for returns include invalid or missing address details.

INTERNATIONAL CUSTOMS & TAXES

Customers may be subject to charges when purchasing and importing products into their country. If an international shipment incurs customs duties or taxes, the customer will be responsible for paying these fees. These fees are not included in your order total and must be paid to your local customs office before receiving your order. Portia does not refund orders refused due to additional customs or tax charges. If these fees are not paid, the order will be returned to us at the customer's expense. Customs charges paid to receive your order are non-refundable upon return.

Please note PORTIA does not collect or manage any taxes or fees, and as such, we cannot predict which orders will be subject to these charges.

NEED MORE INFORMATION?

For any other questions please contact customer care via email.