Born in Portofino

We want you to love your purchase, but due to the nature of our products and in order to maintain fairness and quality standards, we have strict guidelines around what can and cannot be returned or exchanged.

(defective or damaged products ONLY)

Returns or exchanges for reasons unrelated to damage or defect (such as change of mind or preference) are NOT permitted.

Please note: We won’t be able to approve any requests sent after the 14-day window, even if the product is eligible. Thank you for understanding.

The following cannot be returned or exchanged under any circumstances:

Products with Samples Available:

If we offer a purchasable sample of a product, then the full-size version is not eligible for exchange or refund.

This applies even if the item is out of stock or unavailable at the time of your request.

We strongly recommend purchasing a sample first to ensure it suits your preferences.

Discounted Items:

Products bought using discount codes, bundle offers, promotions, or any form of special pricing are final sale and not eligible for exchange or refund.

Seasonal or Limited Edition Products:

Any product labeled as seasonal, limited edition, or part of a special collection is non-returnable and non-exchangeable.

Lotions, Shower gels & Perfume Oils:

For hygienic reasons, all lotions, shower gels and perfume oils are strictly non-refundable and non-exchangeable.

Damaged or Defective Items

If your item arrives leaking, broken, defective, or clearly damaged due to manufacturing or shipping:

Please contact us within 14 days of receiving the item.

Provide clear photos/videos of the issue and a brief description.

If verified, we will offer either an exchange or refund depending on availability.

Please note:

Minor leaks or imperfections may occur due to temperature or handling but are not always considered grounds for a return.

We reserve the right to assess the situation and determine eligibility.

Return/Exchange Process

If your item meets the above conditions and is eligible:

Contact us via Instagram or WhatsApp DM within the 14-day window.

Share your order number and reason for return or exchange.

Our team will respond with detailed next steps and return instructions.

Fees & Refunds

If approved, refunds are processed via the original method of payment within 14 business days after we receive and inspect the returned item.

Shipping fees are non-refundable.

There are no extra fees for approved returns due to verified product damage or defects.

We're Here to Help

We know fragrance is personal, and things don’t always go as planned — that’s why our team is always happy to talk things through with you. If you’re unsure about a scent, product, or anything else, just reach out before placing your order. We’re always a message
away 💌