Returns/Exchanges for the Items from the Sections: Unique Byzantine Icons, Cycladic Marble Figurines, Grecian
Any discount you have given is applied only towards your initial order and not in any following return order for an exchange. That means that if you return an item(s) for an exchange for an items(s) of a higher value amount and you initially were given a discount, the discount will not be applied to the difference from the initial cost.
Customer can return any product (except all Personalized and Customized products to your specifications that are not Returnable/Refundable) for exchange up to 30 days from original purchase date or return any item for refund up to 15 days from original purchase date after completing the on-line Returns/Exchange Form with 20% restocking fee and less shipping charges. All returns for credit or exchange are subject to a 20% restocking fee. Defective products can be returned for replacement of the same exact product without a restocking fee being assessed.
All Returns/Exchanges must be filled using this link (if you do not have access to the internet, please call us at 718-878-2254 and we would fax you the form). No refund or exchange will be processed if you do not fill this form and you do not get a return authorization from Portara.
WHEN REFUNDS ARE ISSUED
Once a return is authorized, we will refund your payment less any shipping and handling charges and a 20% restocking fee. All credits or All returns made for a credit/refund are handled ONLY the first week of every month. In must cases you will receive a refund check on the mail.
Please return the item to the following address:
Portara Gallery
RAN #
25-34 50th Street
Woodside, NY 11377
- All returned items must be in original condition and packaging.
- For your protection, please use insured UPS or insured USPS for shipment. If goods are received damaged, their cost would be deducted from your original amount paid and your refund would be the original purchase amount minus their cost and minus the shipping charges and minus the 20% restocking fee. You would have to file a claim with your carrier yourself.
- Shipping and handling charges are not refundable unless a result of an error by Portara Gallery. You will get a refund minus the shipping charges and minus 20% restocking fee.
- Customers are responsible for shipping costs associated with returned merchandise unless the return is due to an error by Portara or item is defective. We cannot issue a return label or credit your return shipping costs. (would you expect a retail store to pay your time and driving expense to return an item to them?).
- A refund check or credit card refund will be issued upon receipt of the returned goods. We will email you to notify you when the Refund has been issued.
If you received an item that you do not like it, please don't hesitate to notify us.
IMPORTANT NOTES AND RESTRICTIONS:
Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Portara Gallery reserves the right at any time after receipt of your order to accept or decline your order for any reason. We may require additional verifications or information before accepting any order. If your order is not been accepted, you will receive an email stating the cancellation of your order. Otherwise we take great pride in beginning our processing of your order as soon as it is received, so we are unable to accept cancellations, once you have placed your order with us. Time is of the essence. We deal with time-sensitive Special Occasions and Events and we make every effort to meet your due dates.
1. Orders including goods and items that do not need preparation (such as wedding crowns and cases, trays, shoes, christening coats/undergarments/lathopana Baptism Sets, replicas and gifts) will go out the same day if you placed your order by 5:00 pm or the following day if you placed your order after 6:00 pm and you will receive an email with its tracking number. If we ship your order as promised on time, then we cannot cancel your order. Once your order has been shipped and you decide that you want to cancel it thereafter, we do NOT grant or accept any cancellations.
2. Personalized items are not returnable / refundable unless an error of Portara, Inc.
Customized orders to your specifications are not returnable / refundable.
If we make the error and there is enough time to rectify the mistake; then Portara will correct the mistake and No refunds will be given to anyone. If there is not enough time to rectify the mistake, then Portara will refund your money back.
3. If you cancel your order after it is packed and shipped, we do NOT grant or accept any cancellations. If you do not accept the package and it is been returned back to us and you are asking for a refund then your refund amount would be: minus the original shipping charges and minus the redelivering shipping charges back to us for the returned package and minus 50% restocking fee of the total cost of the order. All items under the Wedding or Christening or Baby Shower or Creations by Portara are falling into this category. We apologize for the inconvenience but shipping charges are NOT returnable or refundable (No exceptions for anyone). We have paid for those charges to ship your order, then you are responsible for those shipping charges. This policy is in effect since we deal with time-sensitive Special Occasions and Events that have due dates and we are working very hard to meet the due dates and expectations of our customers. Your special event is special to us also. Once we charge your credit card, it automatically means acceptance of your order, and immediately verifies that we can meet your due date and deliver the goods on time for your event. Thus we cannot accept any cancellations after we ship your order. All the shipping charges associated with the delivery of goods are your own (the customer's) responsibility.
4. If you cancel your order after 2 days of placing it, a 35% cancellation fee of the total order will be charged on all ordered items from the Wedding and/or Christening and/or Baby Shower and/or Creations by Portara section of this web site.
5. After 1 WEEK of placing your order, NO REFUND on all special/customized order items from the Christening or Wedding or Baby Shower or Creations by Portara section of this web site will be given or accept/grant any cancellations. This policy is in effect since we deal with time-sensitive Special Occasions and Events that have due dates and we are working very hard to meet the due dates and expectations of our customers. Your special event is special to us also.
6. Portara, Inc does not tolerate any returns or claims based solely as a result of the customer's oversights, erroneous shipping addresses, cancellation of events due to weather, not receiving your order on time due to the delays caused by the shipping companies such as UPS, personal or any other miscellaneous reasons that are beyond its control. Full refund will be given only if Portara fails to ship your order as promised or sent you the wrong items. Please be fair and sensible. If for example we ship your order and send you the tracking number and expected delivery day and then UPS delays the delivery of your order beyond the expected delivery day; this is not our responsibility and we accept no returns on any orders due to this delay. You must and have to communicate with the shipping company to rectify the mistake. This is beyond Portara's control.
7. All returns need prior approval from Portara Gallery. Please see our Returns/Exchange Policy
8. A refund will not be given if the returned products have been damaged or altered in any way before arriving at the Customer Service Center. Also a refund will not be given to anyone if Portara Gallery receives the products back removed from their original packaging and condition or tags from outfits or costumes are missing. Also a refund will not be given to anyone if Portara Gallery receives the products back damaged. If we receive a returned package back after we have authorized a returned and you have obtained from us a RAN (Return Authorization Number), we open the package at the time of arrival infront of the UPS and if items/goods are damaged we return the package back to UPS immediately. Then we email you and let you know and you must file a claim with the UPS yourself and rectify the damages. Thus make certain to use the original packaging when returning an item to ensure that it arrives in the same condition it was in when you received it. We recommend to insure the package for its total value.
9. All orders are very well inspected before leaving our store; they are shipped insured for their full value and inspected by the UPS STORE also (all fragile items are packed by the UPS STORE itself and inspected carefully). We have made special arrangements with the UPS Store for the shipping of the fragile items and we follow their regulations and rules in order to avoid any damages. Fragile items are packed and follow all rules of UPS packaging procedures by the experienced and responsible UPS Store. We deal directly with the UPS Store and not in general with the UPS itself in order to make sure that your items are properly packed and arrive in a good condition. This means that we inspect your order before it goes out of our store and after that the UPS STORE inspects also every order to be intact and free of any damages and then it is packed by them.
10. All notes of Portara's policy are reported to the UPS and also to the issuing bank of your credit card exactly as they are stated on this page of the web site and under every page of the section your order was placed.
IMPORTANT NOTES FOR WEDDING CROWNS STEFANA
Please note: All wedding crowns have approximately the same diameter and they are designed to stay on the top of the hair (head). They are standard made ~ One size fits all.
The following requirements apply to Wedding Crowns/Stefana returned due to any reason. Because these items are delicate can be easily damaged by repeated handling, please read very carefully the following: These items will be delivered to you via UPS or USPS Insured Regular Ground Service for a fee of $19.89 anywhere in the USA.
We have an Exchange Return Policy for the wedding crowns:
#1 If you receive a pair of crowns and it is damaged, it will be replaced immediately with the same pair of crowns at no cost to you. If you receive the wedding crowns damaged, you must notify us immediately. If you receive the package at the time of the delivery and looks damaged/smashed, we recommend you open the package infront of the UPS and if there is damage inside, then you immediately give it back to the UPS delivery guy. If you receive the package and it is not damaged/smashed but the crowns inside are damaged, then you must notify us immediately via email or phone at 718-961-2299 within 24 hours of acceptance of package and we will assist you accordingly. Every pair of wedding crowns is shipped via UPS and Insured for their full value. You must keep the entire original packaging material that you received until UPS comes to pick up the package for inspection. All wedding crowns orders are packaged very well and inspected by the UPS itself before they are shipped. We do not jeopardize our business for any reason and we try to satisfy every customer. Your complete satisfaction is our first priority. We know that the wedding crowns have a very symbolic meaning to an Orthodox wedding ceremony and that they are goods that must be loved and like by the recipient(s). If you received the wedding crowns and you do not like them for any reason, please don't hesitate to notify us. We will make every effort to assist you and help you with your preferences.
#2 If you do not want an Exchange for the damaged crowns but you want a Refund, then you must return them in their original condition, their own box and packaging. We suggest you insure them for loss or damage by the carrier, as we cannot give you a refund if they arrive damaged in any other way except as described by you. If they arrive damaged we will notify you and you would have to file a claim with your carrier yourself.
Once we receive the crowns back we will issue you a Refund that would be the original purchase amount minus 25% restocking fee and minus the shipping charges. All returns for Refunds are subject to a 25% restocking fee minus the shipping charges. No Exceptions for any reason and for anyone.
#3 If you received your crowns and you just do not like them, you need to notify us by email within 3 days and include in that email the new SKU crowns you want to exchange them for. You have to send us back the ones you do not like and once we receive them, we will send you out the new ones you have requested. In this case you just have to pay for the shipping charges to send them back to us and for the new shipping charges associated with the replacement but you do NOT pay any Restocking fee.
Items that are being replaced or exchanged will be shipped via regular ground UPS Insured delivery again. If you wish a different shipping method, please look up the other Delivery Options we have.
#4 If you order Wedding Crowns that are on Sale (Sold at a reduced price) and you do not like them and you do not want an Exchange, they can be returned but No Refund would be given. You will get a Store Credit for the cost paid for the crowns minus 25% restocking fee and minus the shipping charges. You will be notified by email with your store credit.
NOTICE: Please try to be fair and sensible. You must notify us within 3 days of acceptance that you either got your crowns damaged or you do not like them and wish a Return/Exchange; otherwise we cannot authorize any return after that period of time. We have a great demand in wedding crowns and we randomly run Specials every month; thus we cannot afford to accept crowns back after the 3 days time-period. If we get Out of Stock for a pair of crowns, we cannot replace it immediately or get it immediately since these items are imported from Greece and they need time to be prepared and delivered and they are paid in Euros which there is a great difference between the dollar and the euro. We try our best to satisfy your wedding needs but please try to understand our side too.
Damaged/Incorrect Products or Incomplete Orders
At Portara, we are focused on pleasing you. If you have received a damaged or incorrect item, please immediately, within 24 hours and up to 3days maximum, email us or call us at 718-961-2299 to inform us about your situation. After the above time frame period of the delivery time of your order, we process NO damaged claims at all.
All returns need prior approval from Portara Gallery.
After receiving and authorization to return your order to us:
Please return the product along with your name, order number if you have one, e-mail address, and phone number (so we may call you with questions) and provide as much detail as possible about the situation. Send the package to the following address:
Portara Gallery
RAN#
25-34 50th Street
Woodside, NY 11377
For your protection, please use UPS INSURED or USPS INSURED for shipment.
IF YOU RECEIVED YOUR ORDER DAMAGED:
Please hold the entire original carton along with all packaging material that you received and damaged merchandise until UPS comes to pick up the package for inspection; otherwise no claim, replacement, or store credit can be honored.
If damage occurred while in shipping, then you will get a FREE replacement of the same item immediately.
If the damaged item is from the Wedding or Christening section of this web site and we do not have enough time until your event to prepare and send you the replacement item, then after UPS picks up the damaged item and inspects it and notify us with its decision then we will notify you and according to their inspection decisions we will issue a REFUND CHECK and not a credit to your credit card if a credit must be proccessed. Your refund check amount would be the original purchase amount plus the shipping charges.
All orders are very well inspected before leaving our store; they are shipped insured and inspected by the UPS also. All notes of Portara's policy are reported to the UPS and also to the issuing bank of your credit card exactly as they are stated on this page of the web site and under every page of the section your order was placed.
We do not jeopardize our business for any reason and we try to satisfy every customer. Your complete satisfaction is our first priority. If you received your order and you do not like it for any reason, please don't hesitate to notify us.
Questions?
If you have questions about your return, please contact us. Be sure to include the information in your packing slip in your correspondence.