FAQ's
ORDERS
I Need To Change Something On My Order. How Can I Do That?
Unfortunately, we are not able to change out the items in an order once the order has been placed. We can however cancel an order at any point before it ships out. You can then place a new order for the correct product.
How do I cancel my order? :
Please contact us by email (customercare@port213.com) IMMEDIATELY with your order number, and state that you would like to cancel your order. Please also include Cancel Order as the subject so we can take care of the cancellation as quickly as possible.
We can cancel your order as long as it has not been processed through our warehouse or shipped. Once an order is taken out to our warehouse to process, it is almost impossible to catch before shipment.
If we're contacted right away, we can generally catch the order before it begins processing.
Once your order is canceled you will receive a refund via your original payment method. Please keep in mind the refund may take up to 5 business days to fully process through your bank/appear in your account. You will receive a refund email once your refund is processed by us.
If your order cannot be canceled before shipment, feel free to refuse the package upon delivery, once the package is returned to us we will refund you for the cost of the item only. We ask that you email us and let us know you have refused the package so we can note your account, this will help us process your refund quicker.
When Will My Order Ship?
Most orders ship within 2 business days of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on the weekends or holidays.
Where Is My Order Confirmation?
As soon as your order ships, you will receive an email confirmation to the email address you entered on your order. If for some reason, you did not receive an email, please check your spam folder and add customercare@port213.com to your safe sender list. You can also check your order status by signing into your account on our website.
Why Was My Order Canceled?
Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, we will contact you within 24 to 48 hours about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order.
The item that I want to purchase is Out Of Stock! What Can I Do?
New items can sell out quickly, but we may get more soon! Send us an email with product code, size, color of the item you are interested in, and we will contact you as soon as the item becomes available.
I Received PORT 213 Gift Card. How Do I Use it?
Under the Payment section during checkout, Enter your gift card code in the gift card section and the gift card amount will be deducted from your order total.
RETURNS & EXCHANGES
What is your return & exchange policy?
*Domestic
Items purchased from PORT213 are eligible for a full refund if returned within 30 days of purchase. Returns postmarked after 30 days will be refused and sent back at the customer's expense. Items for returns must be returned unworn, unwashed, undamaged, unused, and with all original tags attached.
Shipping charges on expedited orders are not refundable.
For US customers, a prepaid return shipping label will be provided via email at no charge to return your merchandise.
To request a prepaid return shipping label please click here. For more information about how to track returns / refunds, please visit our return policy page here. We're not able to offer an exchange on returned items at this time and all returned items will be refunded once they've been received by our warehouse. If you need a different size or colour of an item, then you'll need to place a new order.
*International
please send us an email with your order # to customercare@port213.com prior to returning your item. You must return your items to our address on your packing slip within 30 days from the day you received your package. Please write your order # on the outside of the package. You will receive your refund in the original form of payment.
*Unfortunately we cannot refund duties, taxes or any shipping charges.
*We do not accept exchanges for international orders at this time.
if you have any questions, please contact us at customercare@port213.com
Can I Return Items That Were Purchased On Sale?
A small number of heavily discounted items may be marked FINAL SALE, in which case they are not eligible for refund, exchange, or store credit. For our full Return & Exchange Policy, please check return policy page here.
How Long Does It Take To Process My Return?
Once we have received your package, your refund will be processed within 7-10 business days. You will be notified via email at the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.
EXCHANGES
We're not able to offer an exchange on returned items at this time and all returned items will be refunded once they've been received by our warehouse. If you need a different size or colour of an item, then you'll need to place a new order.
Where is your size guide?
You can find our size chart here https://port213.com/pages/new-size-guide.
How do I know what size I should order?
Take a look at our size guide https://www.port213.com/pages/new-size-guide and then follow the guide and measure your own. Once you have your own measurements you can compare them to our size guide to see which size will best fit yours.
What does “runs true to size” mean?
This means that the garments measurements fit into the size range for that size on our size guide.
What does “runs small” and “runs large” mean?
This means that a garment is smaller or larger in each size than what we have shown on our size guide. If an item runs small or large we recommend that you order the next size up or down accordingly.
What does “relaxed fit” mean?
Some of our items say “relaxed fit” under size + fit. This means that an item runs true to the size it is marked as and our size guide but it is meant to have a looser fit. The silhouette for these items may seem bigger than a normal but this is because they are supposed to have a loose, flowy, or oversized fit.