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FAQs

General Questions

1) What is Porte Mode?

Porte Mode is an online fashion retailer that brings you a curated selection of the latest ready-to-wear fashion and accessories from designers in emerging fashion markets from around the world. 

2) How does Porte Mode work?

Porte Mode is a New York based company. We curate the best in global emerging fashion and ship products to our customers within 5-7 business days of receiving their order (unless specified on the product page). The majority of our merchandise is shipped from our headquarters in New York. However, some of our designers might ship from their warehouses abroad.  

3) Are products sold on the site authentic?

We guarantee that every item we sell is 100% authentic from all of the designers we feature.

4) How long will it take for me to receive my order?

For the items we have in stock, depending on which shipping method you choose at checkout, you can receive your order anywhere from 1 to 7 business days after placing it. "Made to order" items will take longer to deliver as they are being made specially for you. Specific delivery time frames will be stated clearly on the product page for such items.

5) How do I send feedback to the PM team?

We really want to hear what you have to say and are happy to receive feedback. Please feel free to email us at help@portemode.com if you want to leave feedback and we’ll get back to you shortly thereafter.

How to Shop

6) How do I select the right size?

We have provided detailed sizing information and advice for each style under the “SIZE & FIT” section of each product page. We understand that you are not familiar with these designers and might not know what size to select. We recommend you read our sizing advice thoroughly before placing your order. If you would still like to speak to a customer representative for sizing advice, please contact us at help@portemode.com.

7) Can I make a special request on my order, for example, to have an item altered to fit me?

We are currently not accepting alteration requests.

8) Once I put an item in my cart, is it reserved?

Items you put into your cart are reserved for 5 minutes so that you can check out without losing your item. After this time, we cannot guarantee that your item will still be available.

9) How do I change my email address on file?

Go into “My Account” and “Account Details” to update the email address in your personal profile.

10) Can I cancel an order once it has been placed?

After an order has been placed, it can only be cancelled if it has not been packed (usually within 15 minutes of receiving the order) by emailing us at help@portemode.com.

11) I’ve forgotten my login/password. What should I do?

To change your password, click “Sign In” at the top of any PM page and then click “Forgot your password?”

Payments

12) What payment methods does PM accept?

We accept Visa, MasterCard, American Express, Discover, and JCB cards.

13) Can I pay with multiple credit cards for one order?

In order to pay with separate credit cards, you must place different orders for each individual method of payment.

14) How can I change my credit card details?

You can change your credit card details during checkout.

15) Can I pay in currencies other than US dollars?

Our prices are only stated in US dollars. However, international credit cards are accepted. 

16) Will I receive a refund for item(s) returned?

Yes, for all eligible returns, you will be refunded onto the original credit card used to place the order. This will be reflected on your banking statement in 3 to 14 business days.

17) How do I pay taxes and duties?

For US customers, prices displayed on the website are inclusive of duties but not taxes. When you place your order at checkout, sales tax will be calculated on the total merchandise value, before discounts or credits have been applied. Sales tax will only be applied to orders shipped to New York.

For international customers, prices displayed on the website are exclusive of duties. Customers are responsible for all duties incurred and must pay them at the time of delivery. 

Shipping

18) Where does PM deliver?

We have finally opened up our site to international shipping. We will now ship globally to all countries except Iran, Libya, and Cuba.

19) Does PM ship to P.O. boxes?

We do not ship to P.O. boxes.

20) Do any items have shipping restrictions?

Due to international trade agreements and regulations, Porte Mode is obliged to adhere to particular shipping restrictions. As a result, we cannot dispatch items made of exotic skins to California. If the item is subject to shipping restrictions, this will be indicated in the product details. To proceed with purchasing this item, you would need to ship to a different destination address.

21) Does PM ship to multiple addresses?

In order to ship to separate addresses, you must enter a separate order for each shipping address.

22) Is my package insured?

All items are insured against theft and accidental damage while in transit from PM to the delivery address. Once your items have been delivered, they are no longer covered by PM insurance. If your box is damaged upon arrival, we recommend that you refuse the delivery. Please notify Customer Care at help@portemode.com if you have refused a package.

23) Can I add items to, or change the address of, an existing order?

After you submit an order, it is not possible to add items. If you need to change the shipping address prior to dispatch, you can do so by contacting Customer Care at help@portemode.com.

24) How will I know you received my order?

After you place your order, you will receive a confirmation email.

25) When will I receive my order?

You will receive your order within 5-7 business days depending on which shipping method you select at checkout, unless it is a made to order item. Made to order items will be shipped within the time frame specified on the product page.

26) Can I track my order?

Once your order has shipped, you will receive an email confirmation with your shipping and tracking details.

27) When will shipping be charged?

Shipping fees are calculated at checkout and charged when your item ships.

Returns / Exchanges

28) What is the PM return policy?

Porte Mode is pleased to accept timely returns of unused, unworn, unwashed, unaltered and undamaged items within 14 days from the date you received your order. Your items must be returned in the original packaging, including any boxes, hangers, garment bags, and other signature packaging materials. Merchandise returned without the attached security tag will not qualify for refund. Final Sale Items may not be returned.

Shipping charges are non-refundable and return shipping is not complimentary. Return shipping fees will be deducted from the customer’s refunded amount.

Porte Mode does not offer exchanges. If you would like to exchange an item, you will need to return the original item and place a new order. You will receive a full refund for the returned item according to our returns policy.

29) How do I return an item?

Porte Mode accepts returns within 14 days of receiving goods.

Returns are only accepted of unworn items. All items must be returned in the same condition in which they were sent.

To make a return, you can either email us at help@portemode.com. Please provide us with your invoice number, first & last name, date of purchase, reason for the return, and the name of the item you are returning. We will email you an electronic return label to include on the returned package.

You will receive an email once your return has been processed. Your credit card will be refunded within 5-14 days of the return.

30) If a non-returnable item is damaged, what is my recourse?

If an item you have received is damaged, please contact Customer Care at help@portemode.com.

PORTE MODE SHIPPING POLICY
Porte Mode offers free ground shipping on all domestic US orders over $300. Please allow 5 to 7 business days for your order to arrive (not applicable to "made to order" items) .
For orders under $300, as well as all international orders, you must select a shipping method of your choice from the options available on our website.
Shipping fees are calculated at check out and are charged when your item ships.  

PORTE MODE RETURN POLICY
Porte Mode accepts returns within 14 days of receiving goods.
Returns are only accepted of unworn items. All items must be returned in the same condition in which they were sent.
Merchandise returned without the attached security tag will not qualify for a refund.
Shipping charges are non-refundable.
Final Sale Items may not be returned.
To make a return, you can email us at help@portemode.com. Please provide us with your invoice number, first and last name, date of purchase, reason for the return, and the name of the item you are returning. We will email you an electronic return label to include on the returned package within 48 hours, should your return be eligible for a refund.
You will receive an email once your return has been processed.
Your credit card will be refunded within 5 to 7 business days of the return.


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