How much will postage cost?
Porte-à-Vie offers FREE SHIPPING globally on orders over $100. If your order is under $100, shipping is $10 for domestic (within Australia) and $20 for international. If your delivery is urgent (we know the feeling) please select express shipping at checkout, which is a flat rate of $15 for domestic (within Australia) and $25 for international.
How long will it take for my order to arrive?
The waiting game is hard. We try to make it as pain free as possible. For all domestic deliveries you can expect to receive your order by standard delivery within 3-10 working days (from time of order) depending on where you are located in Australia. Express shipping is within 1-3 working days (from time of order).
For all international orders you should receive your order within 10-14 days (from time of order). We do our very best to get our orders out to our customers as quickly and affordably as possible. We know you have big plans for your purchases.
What countries do you ship to?
Desire has no geographical limitations, as such Porte-à-Vie currently ships domestically within Australia and to almost all destinations worldwide. You can double check if we deliver to your area by emailing us at firstname.lastname@example.org
Which courier/postal service do you use?
Porte-à-Vie uses Australia Post, Courier Please and DHL Express for both our domestic and international orders. If only the postmen knew what they were delivering...
Will I be charged tax on my international order?
Custom policies vary from country to country, with this in mind you may be subject to overseas custom duties and/or other taxes. If such costs do occur, they are payable by the recipient. To minimise any unwanted surprises please be sure to check with your local customs office for further information prior to finalising your purchase.
How will my order be packaged?
At Porte-à-Vie we know it’s the little details that make all the difference. Providing a premium experience is our top priority, that’s why each and every purchase comes beautifully wrapped in a Porte-à-Vie branded box or bag. Furthermore, to ensure customer privacy, we wrap the branded packages in discrete, plain packaging. Nosy neighbours need not know what happens under your roof.
Can I change/cancel my order?
At Porte-à-Vie we understand your needs and desires may change. Therefore you can add and remove said desires from your shopping bag by removing the item from 'my bag' at any time. Once your order has been finalised however, it’s not possible to change or cancel your order prior to dispatch. Your order will be automatically sent to the delivery address and then if necessary, you will need to arrange to return it to Porte-à-Vie Head Office. Our returns policy outlines this process.
Do you offer refunds and exchanges?
At Porte-à-Vie, we always want you to be delighted with your purchases. We understand however that sometimes what arrives may not meet your expectations or you may need to exchange lingerie for a different size. We do offer returns and exchanges providing the following criteria are met:
Please note that we are unable to offer exchanges on items that have been used sexually or intimate toys for hygiene reasons. Please ensure you wear underwear when trying on your lingerie, as we cannot accept returns on lingerie that has been worn or is returned in a soiled condition. Once packs have been opened, we cannot accept returns on hosiery, body products including lubricant and massage oils, DVDs and books. We do not give refunds on gift vouchers.
How do I return goods for a refund?
Unfortunately we are unable to refund the initial postage costs on all domestic or international orders. The customer must cover shipping costs unless the product is proven faulty in which case we will readily refund the associated costs of postage. Please note we will not refund items returned as faulty, that have not previously been reported as faulty.
There are strictly no returns or refunds on sale items.
If a product is faulty, unfit for purpose, not as described, or of an unsatisfactory quality we will, of course, offer a full refund.
If you wish to return a purchase for refund, please use this link: https://pavreturns.myreturnscenter.com. A refund will be made by crediting your account via your original method of payment, excluding delivery costs.
We recommend any returns are sent via recorded or registered mail, as we cannot accept responsibility for any items lost in the post. Any goods returned from outside of Australia must be clearly marked on customs declaration as “RETURNS” to prevent customs charges being incurred. Failure to do this will result in Porte-à-Vie reserving the right to refuse the product, or re-charge all associated costs back to you. Please return your order in the same condition it was received, to:
How do I return goods for exchange?
If you wish to return a purchase for exchange please email email@example.com. Items can only be exchanged for an alternate size or colour of the original style purchased. As we are a small company, we will need you to cover any additional postage costs on returns for an exchange.
Should stock no longer be available for exchange, a refund or credit note will be made to you. If you would like a refund, this will be credited to your account via your original method of payment, excluding delivery costs.
We recommend any returns are sent via recorded or registered mail, as we cannot accept responsibility for any items lost in the post. Any goods returned from outside of Australia must be clearly marked on customs declaration as “RETURNS” to prevent customs charges being incurred. Failure to do this will result in Porte-a-Vie reserving the right to refuse the product, or re-charge all associated costs back to you. Please return your order in the same condition it was received, to:
If there’s an issue with my order who should I contact?
If there are any problems with your order please don’t hesitate to contact us at firstname.lastname@example.org. We will be in touch ASAP to rectify any issue.