Ordering & Returns
Porteur will start processing your order the minute we receive it. The shipping options and prices are listed at the checkout.
Porteur is working with DHL as a preferred partner for our deliveries. Estimated delivery time is 4-5 working days. You will be able to track your order from your Porteur account.
Please note that DHL deliveries cannot be delivered to a PO box address as a signature is required.
There are no import/export duties on goods shipped within the European Union. All goods shipped to EU countries already have the relevant VAT included. If you have a shipping address that is outside of the EU import duties and taxes may be applied by your local authority. It is a legal requirement that we declare the full transaction value of the contents of all packages. Local import duties and taxes are levied by the carrier (DHL) on behalf of the local customs authority.
It’s our aim at Porteur to provide a return service that is totally hassle-free for you. If you’re not completely satisfied with an item you may return it within 30 days of purchase, and as long as the item isn’t fitted or used we’re happy to receive it back for a refund.
The goods must be in their original condition and include all parts, accessories and packaging. To speed up your return, the goods should be accompanied with a completed Returns Form. The goods are your responsibility until they reach our Warehouse. Please ensure you package your return to prevent any damage to the items.
Note: Please do not tape up or attach labels direct to the retail packaging, please wrap the item first. Please ensure you mark your parcel, ‘RETURNED GOODS’.
It can take up to 7 working days for us to receive your return, depending on which postal service you use. However, once we receive your goods, we will inspect and process them rapidly. Refunds will automatically be issued to the same payment method used to purchase the goods. As soon as your return has been processed by our team we will email you to let you know. In the unlikely event that you don’t receive this email within 10 days of posting your parcel to us, please get in touch with our Support Team.
If your purchase isn’t everything you expected it to be and you wish to exchange an item the simplest and quickest thing to do is place a brand new order for your new item and return the old one to us for a full refund.
Return shipping costs are non-refundable. If the item is being returned as a result of an error on our part, (damaged, defective, wrong item sent etc), we will refund your Standard Parcel postage costs.
Complete the returns form provided in your order and enclose it with your parcel.
When returning goods please ensure they are in their original condition and include all parts, accessories and packaging. Please ensure you package your return to prevent any damage to the items.
Note: Please do not tape up or attach labels direct to the retail packaging, please wrap the item first.
Returning goods on which duty has been paid
If you have paid duty for the order you received and you’re returning it to us, you should be able to claim a refund of duties from your local customs authority. To find out how and for any other queries about customs duty please contact your local customs authority. To ensure there is no further duty to pay please mark your return parcel clearly, ‘RETURNED GOODS-FAILED SALE’.
Has my return been processed?
As soon as we action your request for an exchange or refund we’ll send an email to the address held against your account to let you know that your return has been dealt with.
Fill in this form (PDF-format) and send it along with the bicycle to make a return.
Ordering and payment
Secure payment processing
All payments made on the porteur.cc website are encrypted using secure technology and your card details are not retained or visible to Porteur employees.
Porteur accepts the following credit cards and PayPal: VISA Mastercard
Errors and omissions
In the case of errors or omissions on the website Porteur reserve the right to refund your order prior to the goods being despatched.
Porteur reserve the right to cancel any order if the product is no longer available. No compensation will be paid in such cases but customers will be notified and reimbursed for the full cost of the order.
Every care has been taken to ensure that the descriptions and specifications of Porteur products are correct. The colours shown on the website are a close representation, but slight variations in the actual product colours may occur due to different screen resolutions and browsers. If you have any questions regarding our products, please contact us.
You will receive an email to confirm successful payment. If you have a problem processing your payment online or are not certain if your payment was successful please contact our customer services at email@example.com
Prices are quoted in Euros and include VAT. Local import duties may be payable by the recipient on receipt of the order.
Out of stock and pre-orders
It is not possible to place an order for an out of stock product or pre-order new lines. You can however express your interest in an item that is not available by using the inform me button on the product page. You will then receive an email as soon as the item becomes available in your chosen size and colour.
Amending and canceling an order
If you would like to amend your order, please contact our customer services at firstname.lastname@example.org Please note that once an order has been processed Porteur are unable to cancel or amend it.