Store Policy 

Shipping Policy:

For any lost, stolen, damaged, or delayed shipments, please place a claim with the carrier immediately. Portray Charm is NOT responsible for any lost, stolen, damaged, nor delayed shipments. However, if your order's tracker has not been updated within 15 days from the last update, a refund will be process, if needed.  

 

Processing Policy:

Order processing period takes 1-21 business days (Monday-Friday) with weekends not included. Orders can ship anytime between the 1-21 business days period.

Shipping takes 3-5 business days. 

Items are being bought in bulks from our vendors, which takes 2 weeks to arrive at our facility. Please provide us with your patience as we understand the process can take a while.

If you need any items by a certain timeframe, please order ahead of time to ensure your order arrives on time. 

 

 

Address Updates:

Address updates can be made anytime during the processing period. Once your order ships, your address cannot be updated. You can contact the carrier to request an address change through their customer service. 

Exchanges 

You have 10 days from the delivery date to process an exchange request. All exchange requests are process through the contact page. You need to fill out the contact form with photos attached of the item or items you wish to exchange. Our team will review your request and contact you back as quickly as we can with a decision. 

 

To be accepted, items must be:

  • Unused, unworn, unwashed, and scent/stain free
  • All tags & packaging must be attached and have no signs of being tampered with or reattached

 

 If the item or items you wish to exchange does not meet the requirements, your request will be denied. 

 

If your item or items are approved for an exchange, you will have to pay for the return handling fee. Once your exchange order has been received by us, you will be notified via email. You need to respond to the verification email with the details of the exchange item or items you wish to receive. 

 

If you are approved for an exchange, but the items you wish to exchange for are not in stock, you will be notified via email. You can make another selection or be refunded. 

 

Returns:

You have 10 days from the delivery date to process a return request. All return requests are process through the contact page. You need to fill out the contact form with photos attached of the item or items you wish to return. Our team will review your request and contact you back as quickly as we can with a decision. 

 

To be accepted, items must be:

  • Unused, unworn, unwashed, and scent/stain free
  • All tags & packaging must be attached and have no signs of being tampered with or reattached

 

We have the right to deny, any return that does not meet the return requirements. If your return request is denied, no credit, refund, nor exchange will be provided. 

 

If your request is approved, you are responsible for paying the return handling fee. Once your return order is received, you will be notified via email and refund will be processed. 

 

 

Sale Purchase:

All items purchased during a sale are FINAL! NO EXCHANGE NOR RETURN!