Frequently Asked Questions

Most frequent questions and answers

Shipping

How much will I pay for shipping?

The shipping charge varies depending on the customer’s location and the subtotal before taxes and any applicable discounts. The shipping fee cannot be refunded or exchanged.

Do you offer free shipping?

Yes, all orders over 100 dollars receive free standard shipping in Canada.

How long does my package take to reach me?

Most of our orders are processed within 1-2 business days, using Canada Post. If you live in an urban area it can reach you within 3-5 business days while if you live in a remote location then expect delivery times of 5-7 business days. Delivery timelines do not include weekends, holidays or unforeseen delays on the part of the courier company.

Do you require a signature at time of delivery?

Yes, our delivery partner will ask for a signature before they deliver your package.

My Order

How do I find my order number?

Thanks for ordering with us! To view your order details, you can log in to your Portier account and select My Orders from the drop-down menu under your name. Alternatively, you can create an account anytime using the same email address used to place the order. Don't forget to check all inboxes (including spam/junk folders) for our order confirmation email sent to the same email used when you made the purchase.

My order is delayed, when will I receive it?

Thank you for your order. We will do our best to process it by the estimated shipping date, however should there be a delay, we will reach out to you within 24-48 hours with an update. In the meantime, if you have any questions please don't hesitate to contact us via email at contact@Portier.ca. We appreciate your patience and thank you for choosing Portier!

Can I change my address?

We appreciate you placing an order with us! We want to make sure that your order is sent to the right address. If you need to change your address within an hour of ordering, please contact us and we'll do our best to accommodate the change. However, due to our fast shipping process, we can't guarantee it. If the order has already been shipped, unfortunately we won't be able to update the address from our end. Thank you for understanding.

How can I track my order?

The tracking number will be available shortly, however please note that it may take a few hours to become active once the courier picks up the package and scans it into the system. If your order was packed on the weekend, the tracking number will be updated next available business day.

Returns + exchanges

What is your return policy?

We offer 15-day returns for Canadian customers. All shipping fees are non-refundable. Note that a return shipping fee will be charged for shipments being returned to us. These return shipping fees are deducted from the refund amount. The window for returns starts when the order has been delivered. To qualify for a return, items must meet these requirements:

* Items cannot show signs of wear or damage.

* Items sent back by mail need to come in their original packaging (including tags, stickers and a box)

* Individual pieces of jewelry cannot be exchanged nor returned if they were purchased as part of a set.

please contact us at contact@Portier.ca if you have any questions.

Payments

What payment methods do you accept?

We accept all major credit and debit cards. All payments are processed securely using our payment solutions partner Stripe.

How do discount codes work?

Simply enter the discount code by using the Have a discount code? button found in cart! A limit of one (1) discount may be applied to each order. If a second discount code is applied, our system will automatically select the better deal and the other discount will not be applied. Discount codes cannot be used in conjunction with free shipping discount codes, referral credit, referral codes or any other type of discount. Portier has the right to hold and or cancel orders that use more than one discount code.

Kindly note that Portier gift cards are excluded from all discounts.

How are refunds processed?

Discreet packaging is not offered at this time so please make sure to only ship to a location you are comfortable with receiving the parcel.