Portobello takes pride in quality of its gemstones and products. While we are confident in our products, we completely understand need of independent verification for your peace of mind. Therefore we offer free valuation certificate from an independent certified valuer for all purchases over £600. The valuation certificate unambiguously states the replacement value of the jewellery and can be used for insurance purposes. Check sample below:


Portobellojewellery

FAQs


Designs:

1. What do you mean by a 'personal' design?

This basically means that you will be able to choose the material such as the gemstone and metals used to create your jewellery. You have to select your design from our catalogue and then specify your material. Additionally you can also specify your requirement and our designers will try to create a sketch/design as close as possible to your requirements.

2. Are the items shown on the Portobello website readily available?

Yes. These actually are the designs that we are capable of making for you. Once you place your order, we create them using your chosen gemstones.

3. Who designs the jewellery at Portobellos?

 We have a group of highly skilled and experienced designers and artists working with us.

Account:

4. How do I create an account and update my information?

Just visit our Login Page and fill up your details including your postal address, phone number and of course a valid email ID. You can also login through your Facebook account but make sure you update your contact information after logging in.

5. Can other users see my account?

No. Your account will be completely private and will not be accessible to any other user. We value the trust you bestowed upon us and your security will not be jeopardized in any manner.

Order:

6. How do I know if an order has been confirmed?

Once your order has been confirmed, you will receive an email at the mail ID you had provided with all the necessary details.

7. How do I know my Ring Size?

Please check our guide for finding out ring size.

8. How many items can I order at one go?

There is no limit and you can order as many as you want to.

Payment:

9. How do I pay for the purchase?

You can pay using credit cards or internet banking. Please visit this page to find out the cards and banks we accept.

10. Are there any taxes applied over the amount mentioned?

The prices mentioned in this website are inclusive of all taxes.

11. Are shipping charges over and above the price of the product?

Portobello offers free shipping anywhere in Australia- there is no additional shipping cost. So the price that you see for the product is the final price that you pay.

Delivery:

12. How many days does it take to receive an item?

It takes around 3 weeks to deliver after the order has been placed.

13. Why does it take so much time to deliver an order for personalized jewellery?

Please understand that Portobello is offering personalized jewellery. So, we have to manufacture the product once you specify the design and materials. That is why it takes a bit longer as you are not just buying off the shelf.

14. How do I track my order?

Once you place the order you will be provided with a tracking link. You can keep visiting the link periodically too check the progress of your order.

15. What if I do not receive it on time?

If you do not receive it on the time specified, please feel free to contact our customer care.

Return & Refund:

16. What if the products I receive do not meet the description?

We have a reasonable return policy in case you are not satisfied with the product. You can send the product back to us in its original condition within 30 days of receipt.

17. How do I return a product to you?

Please call us at our customer care or drop us a mail. You need to courier the item back to our office at the following address,

Portobello Camberwell
PO Box 1099
Surrey Hills North
VIC 3127

18. Is there a possibility that the product I send back is not accepted?

In case the product is damaged or altered in any manner or it is sent back after more than 30 days, it will not be accepted.

19. How is the money refunded in case the item is returned?

We will send the money back to your bank account.

Post-purchase Questions:

20. What if ring I purchased doesn't fit?

Portobello offers 1 free ring resizing during your lifetime! However in some instances, resizing can't be done due to nature of the design. In such cases, we'll inform you in advance and also send you a ring-sizer to ensure that we manufacture exactly the size that fits you. To organize a resizing please contact our customer service team by phone/email.

21. What if there are issues with my purchase?

Portobello takes pride in the quality of its products and offers a comprehensive one year warranty. If there are workmanship issues with your purchase, we will repair it for free and also bear the shipping cost. And even if you damage the piece, we will repair it for you for a reasonable cost because the jewellery looks better on you than lying in a box! To organize a repair, please speak to our customer service team who will be able to give an estimate of the repair cost after understanding the issue.

22. Do you match the price if prices go down after my purchase?

All the sale prices on an order are final and we can't match it. Our prices are based on current market prices of precious metal and gemstones. This allows us to offer best prices. However, since our prices are linked to market prices, they can fluctuate and it is possible that the price you paid is lower or higher than our current prices. But in either case there will be no revision in cost to you and the prices at the time of purchase will be locked for that order.

Valuation:

23. What is a valuation certificate?

Valuation certificate is an appraisal document that states the dollar value of the jewellery that you have purchased. This appraisal is carried out by an independent qualified valuer who is part of National Council of Jewellery Valuers (NCJV) in Australia. The value on the document is replacement value that may be used for your insurance purposes.

24. Can I get a valuation certificate even if value of my purchase is less than $1000?

Portobello organises valuation certificates free of cost for every jewellery item worth $1000 or more. For jewellery pieces below this value, valuation certificates can still be availed at cost by contacting our customer service team.