FAQ and HELP

SHIPPING

Due to Brexit changes, we introduced some changes in our shipping methods and shipping locations. Portamento now ships from Italy.

To know the shipping cost  just proceed to checkout and it will be calculated automatically (custom and duties are not included).

You can see our rates at our shipping page here.

Duties and fees:

Please note duties and taxes may apply upon receipt of orders. These charges are issued by your local government and as a brand we have no control over this amount. 

If you have any questions regarding your item location, shipping costs, fees etc please don't esitate to write us an email to info@portamentostore.com

Most of our orders are shipped within 24/48 hours of purchase, pending availability and payment verification.  We do not ship on the weekend.

Based on where I live, what taxes must I pay?

Portamento ships on a DDP (Delivery Duty Paid) basis to countries inside of the European Union. Product prices displayed are inclusive of all taxes and duties.

For UK and international Portamento will not be held responsible for all import duties, customs and local sales taxes levied by the country you are shipping to. Import duty or tax costs will be invoiced to you directly by the carrier. Import duty or tax costs will be invoiced to you directly by the carrier.

How to track my order ?

Once you’ve received your shipping confirmation email you can click on “Track It” and see the status of your delivery. It may take 24 hours for tracking updates to appear.

What if my order arrives faulty/damaged?

Please get in touch with us straight away. We always check the quality of our shoes before shipping so if you believe the quality is not 100% please let us know as soon as you get them. We won't be able to accept any return for shoes that presents wear and tear signs and not in spotless condition unless you have reached us in advance.

PRE-ORDER

How to pre-order a product ?

We produce small series for each product. All our shoes are made in Italy by family run factories. Trying to to be as sustainable as possible, means we only produce small quantities. For our best-sellers we introduced our Pre-Order method. You can shop for the item(s) you like, join the waiting list and receive your item when ready. 

When the product is available, our team will contact you 72h before the shipping to confirm the order delivery.

Please bear in mind that our shoes are handmade so the delivery date may change slightly due to different factors. 

Can I pre-order any style even if not specified? 

We only offer pre-order on selected styles (find them under our Pre-order section) but as we love to make our customers happy, if you like a specific style and can’t see your size please send us an email to info@portamentostore.com and we’ll do our best to help. 

RETURNS 

What is your return policy?

If your purchase is not exactly what you are looking for, you have 14 days from receiving your order to arrange your return. 

Portamento check if returned item conforms to our return policies, ie :  

• Item must be unused, unaltered and unwashed
• Item must be in this original state, with all original packaging
• Shoes must be tried on a carpeted surface until you decided to keep them
• No shipping labels on the original shoes box  

Please note: we always check the quality of our shoes before shipping so if you believe the quality is not 100% please let us know as soon as you get them. We won't be able to accept any return for shoes that presents wear and tear signs and not in spotless condition unless you have reached us in advance.

How can I get a refund?

All returns must be authorized by Portamento. We kindly ask that you to write us an email before sending your order back.  

• You can select your original payment method or store credit. Your refund will exclude the delivery costs (shipping and eventual duties).
• Please note, refunds can take up to 10 working days to show on your account due to varying processing times between payment providers. Store credit is valid for 6 months and you will get a code to use at the checkout when you next shop at Portamento.

Can I exchange my order?

Currently, we are unable to offer exchanges on our products. You can simply create a new order for the style you wish to have instead and create your return in the meantime - you will be refunded for the unwanted item as soon as possible. 

Can I return a Sale item?

Sorry but we don’t accept return on items marked as Sale, Final Sale or Outlet. These sales are all final. If you are not sure please send us an email/chat and we’ll be happy to help.

FITTING AND SIZING

All of our shoes are true to European size. Use our guide to convert between size.

Each product page contains an advice about product fitting and use. If you need help, contact our team at info@portamentostore.com

What’s the fit of Portamento shoes? Will they stretch? 

Portamento uses only the softest leather and vegetable tanned colours. The fit is true to size but may differ slightly based on the style (pointed or rounded, flat or heel). 

As they are all made in real leather means they will adjust and get softer after each use. For any informations please contact us by chat or email. 

Do you restock sold out items?

Portamento is a small independent brand making limited edition shoes in order to stay as sustainable as possible. This means we only produce a small amount of shoes each season to offer a very unique product, unfortunately this also means that when a style is gone we usually won’t have it back unless it’s part of our evergreen styles. 

What’s the smallest/biggest size? 

We are working in improving our offer, but at the moment our shoes start from IT36 (uk 3) and go up to to IT41 (uk8)

CONTACTS

We are always happy to hear from our customers. 

The best way to get in touch is via: 

our chat: open weekdays (9am-6pm)

by email: info@portamentostore.com

 We always aim to get back to you as quickly as we can (usually same day) but please bear with us in case you don’t hear from us straight away. 

We are also on Instagram so don’t forget to follow us @portamentostore