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Can I place an order over the phone?

For better security, we are unable to process any orders and/or accept payments over the phone. Please reach out to us via email through our contact page or phone (toll free: [+44] 7437546433) if you require assistance when placing your order online. We are here to help!

I placed an order on your website and never received a confirmation email.

Order confirmations are sent out immediately. Our emails can sometimes accidentally go straight to your junk folder and/or may be flagged by spam filters.

If you haven’t received confirmation from us, please fill out the contact page on our website and we will be happy to assist further. If you don’t know your order number, please confirm the email address and the full name provided when placing the order so that we can look into it for you!

I want to cancel my order.

Changed your mind? Made a mistake? That’s okay! 

Please reach out to us through our contact page or give us a call and our customer service team will help you. Please reach out as quickly as possible so that we cancel your order in time. Once an order has been processed by our fulfillment team, we are no longer able to cancel the shipment but we do offer our 30-day refund policy in any event.

There's something wrong with the order/products I received!

Oh no! We’re so sorry about this. We do our best to make sure orders are packaged correctly but sometimes people make mistakes. Please fill our contact form with your order number, photo of all the products received, and a photo of the packing slip with any initials marked clearly visible.

Any damaged or incorrect orders should be brought to our attention within 14 days of receipt. We may request additional photos of the damaged items so please do not throw them away until you have connected with our team or we will not be able to further assist.

How can I exchange/return an online purchase?

We don’t offer exchanges but we do have a 14-day return policy on all items purchased directly from us.

Please note any purchases made through a third-party retailer are exempt from our Return Policy and would be subject to the specific retailer’s policies over which we have no control.

What currency do you charge in?

We currently offer prices in the following currencies which reflect pricing in each region. Some regions include taxes and duties while others do not. Our system takes into account these variations when checking out. Currently, our system provides pricing based on your shipping country:

EUR for the European Union
GBP for the United Kingdom
USD for USA
RON for Romania

If the local/credit card currency is different than the one used at the time of checkout then your bank will convert the amount using the current exchange rate. Any international bank fees are not imposed by PORDWEN.

The currency and pricing of your order is determined by the country from which you visit us and cannot be changed.

Where does Pordwen ship to?

We happily ship to almost every country. We offer one shipping option at this time, but we hope to offer expedited shipping in the future.

How long does it take to ship?

We use various couriers depending on the destination and, as a result, shipping times may vary. You will receive an email once your order has shipped with your tracking number for each order, along with a tracking link.

Most Canada, UK/EU orders arrive within 3-8 business days.

Most US orders are delivered within 12 – 15 business days.
International orders can take up to 21 business days.

We work as hard as we can to try to meet all delivery estimates, but sometimes there may be delays – e.g. because of postal/carrier delays, logistics, bad weather, or things out of our control. Our team can be reached via contact@pordwen.com with any further queries you may have.

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