Returns & Exchanges
Portelle Support
Returns & Exchanges
Plans change. If you need help with a Portelle travel item, contact our team with your order details and we will review your request and guide you through the appropriate next steps.
Prefer email? info@portelle.lol
The process
A clear starting point when something is not quite right.
01 / CONTACT
Send your order details.
Tell us which item you need help with and briefly explain the reason for your return or exchange request.
02 / REVIEW
We review your request.
Our support team will look at the information you provide and confirm the available next steps for your order.
03 / NEXT STEP
Follow the provided instructions.
Please wait for our return or exchange instructions before sending an item back so your request can be handled correctly.
Before you contact us
Keep the details together.
Having the item and your order information ready makes it easier for our team to understand what happened and review the request efficiently.
- 01 Have your order information available.
- 02 Tell us which Portelle item the request concerns.
- 03 Briefly explain the reason for the request.
- 04 If there is visible damage or another product issue, include clear photos when contacting support.
Exchange requests
Need a different travel essential?
If you would prefer an exchange, include that request when you contact us. Our team will review the order and confirm the options available for the item.
- 01 Contact us before sending the original item.
- 02 Let us know that you are requesting an exchange.
- 03 Wait for support to confirm availability and the next instructions.
Thoughtful support for the journey ahead.
Portelle is designed around organized travel, practical packing and the everyday movement that happens between destinations.
Returns support
Common questions.
For questions specific to your order, contact Portelle support so we can review the details directly.
How do I start a return or exchange request?
Contact Portelle through our Contact page or email info@portelle.lol. Include your order information, the item concerned and the reason for your request.
Should I send the item back before contacting you?
Please contact us first. Our team will review your request and provide the appropriate instructions before an item is sent back.
What information should I include?
Include your order information, the product involved and a clear explanation of the request. If the concern is visible, photos can also help our team review it.
Can I ask for an exchange?
Yes, you can include an exchange request when contacting support. Available options will be confirmed after the order and item details have been reviewed.
Where can I get help with my order?
Reach Portelle at info@portelle.lol or use our Contact page for order support.
Need assistance?
Tell us what you need help with.
Send us your order details and a short description of your request. Portelle support will review the information and help you with the appropriate next step.