Shipping & Duties
Orders are dispatched from our UK-based warehouse Monday to Friday and are typically processed within 1–2 business days. Tracking information will be provided once your order has shipped.

United Kingdom:
Standard (∼2–4 days): £6.00 GBP
Express (∼1–2 days): £10.00 GBP

European Duties & Taxes:
Import duties, taxes, and customs fees are included in the cost where indicated below (Zones 1 and 2). For Zones 3 and 4, duties and tax rates are set by the receiving country and calculated at checkout.

Europe: Zone 1 (Prices include customs duties & taxes)
Norway, Switzerland

FedEx (∼2–4 days): €28.00 EUR

Europe: Zone 2 (Prices include customs duties & taxes)
Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden

FedEx (∼2–4 days): €18.00 EUR

Europe: Zone 3 (Customs duties & taxes calculated at checkout)
Croatia, Czechia, Hungary, Latvia, Lithuania, Poland, Slovenia

FedEx (∼2–4 days): €20.00 EUR

Europe: Zone 4 (Customs duties & taxes calculated at checkout)
Cyprus, Iceland

FedEx (∼2–4 days): €35.00 EUR

International Duties & Taxes:
No additional or hidden costs on delivery. Duties and tax rates are set by the receiving country and calculated at checkout.

International: Zone 1 (Customs duties & taxes calculated at checkout)
Australia, Canada, Japan, South Korea, United States

FedEx (∼3–5 days): $15.00 USD

International: Zone 2 (Customs duties & taxes calculated at checkout)
Thailand

FedEx (∼4–6 days): $25.00 USD

International: Zone 3 (Customs duties & taxes calculated at checkout)
Hong Kong, New Zealand, Philippines, Taiwan, Turkey

FedEx (∼4–6 days): $35.00 USD

International: Zone 4 (Customs duties & taxes calculated at checkout)
China, Malaysia, Singapore, United Arab Emirates

FedEx (∼4–6 days): $40.00 USD

Rejected Deliveries:
If an order is rejected and returned to us, we’ll process a refund for the item(s) once received. Any return shipping fees or handling charges will be deducted from the refund. Original shipping costs are non-refundable.

Unclaimed Packages:
If a package is not collected and the courier is unable to return it to us, we will not be able to offer a refund.

For any questions, contact us atinfo@portal-brand.com

Returns
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Taxes & Duties
Please note that any taxes, customs duties, and original shipping fees paid at checkout are non-refundable. Refunds will only cover the product prices in your order.

Visit our returns portal, here and follow the steps to return.

Please note
— Include the full order number (PORTAL®—0000) to gain access to the portal
— Use the email address associated with your order

How does the portal work?
Using the portal is simple, log in with your order number and you’ll be given the option to exchange (UK only) or return your item(s) with ease.

To begin your exchange or return, follow these steps:

— Open the portal
— Enter your order number and the email address associated with your order
— Select the item(s) you would like to return to us
— Select if you would like to exchange (UK only) or return the items
— Print the postage label and attach it to the outside of the package
— Drop it off at your nearest Drop Off Point shown in the portal

Items sent back to us without using the prepaid labels generated by the portal will not be accepted.

If you are outside the UK and would like a different size or style, please request a refund and place a new order.

Returns: Shipping Fees

UK
Exchanges: FREE
Refunds: £6 GBP

Europe – Zone 1: Norway, Switzerland
Refunds: €30 EUR

Europe – Zone 2: Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden
Refunds: €18 EUR

Europe – Zone 3: Croatia, Czechia, Hungary, Latvia, Lithuania, Poland, Slovenia
Refunds: €20 EUR

Europe – Zone 4: Cyprus, Iceland, Turkiye
Refunds: €35 EUR

International – Zone 1: Australia, Canada, China, Hong Kong, Japan, Malaysia, New Zealand, Philippines, Singapore, South Korea, Taiwan, Thailand, United Arab Emirates, United States
Refunds: $40 USD

For any return-related questions, contact us at info@portal-brand.com.

European Union 14-Day Cooling-Off Period
If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason. As with all returns, the item must be in its original condition, with tags, and in its original packaging. A receipt or proof of purchase is required.

Processing
We will notify you once we’ve received and inspected your return and let you know if the exchange or refund has been approved. If approved, exchanges will be shipped and refunds will be processed automatically to your original payment method within 10 business days.

Please note that your bank or credit card company may take additional time to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at info@portal-brand.com.

Exceptions / Non-Returnable Items
Unfortunately, we cannot accept returns on gift cards. Additionally, for hygiene reasons, underwear cannot be returned or exchanged.