Frequently Asked Quetions


      1. How do I place the Order?

      - To place an order with us, you can go through the website.

      - Then choose your product.

      - Put your customization (if you have any customization and item is customizable)

      - Review the details

      - Then click on payments

      - Choose your shipping service (Standard or Express)

      - Pay the final amount (Item price + shipping charges)

      Your order will be confirmed once, we receive the payment. You will receive a confirmation through SMS/E-MAIL(on your provided/registered mobile no/e-mail id).

      1. I was charged handling fee for my order. If I cancel my order, will I get back these charges along with the refund?

      - It depends on the timing of cancellation. If your product is not gone for production or customization, you may get refund for this Handling charges. However, if it has gone for production or customization, we are unable to refund you this amount.

      1. How can I modify my order after having placed it?

      - To modify/change/alter the order details, you must do it within 12 hrs. of order placement time. For this you should first login to your user account and then do the necessary changes by using the available options there. You may also contact us on info@porthomall.com if you face any issue while doing this.

      1. I have placed my order, what’s next?

      - Just sit back and relax. We will ship your order as per your chosen shipping service (Standard/ Express). Once your order is shipped, you will receive a confirmation e-mail with tracking details through SMS/E-mail.

      Note – Order Shipping times as per shipping services, is as follows.

      Standard shipping – Within 24-48 hrs. from order placement

      Express shipping – Within 24 hrs. from order placement

      1. How will I know if order is placed successfully?

      - You will receive a SMS/E-mail for order confirmation on your provided mobile no/ e-mail id.

      1. What’s the Cancellation policy?

      - Cancellation can be done within 24 hrs for non-customizable items.

      -Cancellation for customizable items can be done by send an e-mail on info@porthomall.com within 12 hrs. of order placement.

      - Once the product is shipped, no cancellation is accepted.

      - If you deny the delivery for any reason, there will be deduction of shipping charges and Product amount (with or without customization as per the applicability). Rest amount (if any) will be refunded only.

      1. Can I change or cancel my order?

      - Please read FAQ no 3 & 6 above.

      1. Can I create a Return Request?

      - Yes, you can contact us on info@porthomall.com in case of returns.

      - Please read the Return policy on the below link. 


      1. I have created Return Request. When will the product be picked up?

      - We will intimate you on your registered e-mail id for this appropriately. 

      1. I have created Return Request. When will I get the Refund?

      - Please read the Refund policy on the below link.


      1. How can I track my order?

      - Once your order is shipped, you will get the tracking details on your registered Mobile no or E-mail id. 

      1. What are your shipping options?

      - We have two shipping services options available for you.

      Standard shipping – delivery within 10-20 days (except date of shipping)

      Express Shipping – delivery within 5-6 days(except date of shipping)


      *Note- Applicable Shipping charges will reflect on the payment page which depends on your shipping address. 

      1. How long until I get my delivery once I place the order?

      - Please read the FAQ no 12 above.

      Cancellations and Returns

      1.If I request for a replacement, when will I get it?

      - You can request replacement by sending an e-mail on  info@porthomall.com by your registered e-mail id. You should mention the reason for replacement with proper images if applicable. Once we approve the replacement, we will ship the new order and intimate you the tracking details.

      1. Which products are not eligible for returns?

      - Although, we provide return for almost every products as per our returns policy, however, there are some of items like- perishable goods, Dangerous goods or prohibited items under transportation as per the law of the respective countries, are not allowed for returns. For avoiding any issue, please do contact us on info@porthomall.com prior to raising returns.

      1. Can items be returned after the time period mentioned in the seller's Returns Policy?

      - We can’t accept the returns if the return period is over.

      1. Do I have to return the freebie when I return a product?

      - No. If you have used that one.

      1. How do returns work?

      - For Returns, please do contact us on info@porthomall.com with your registered e-mail ids and order details. You should provide the appropriate return reason for this too. We will check all the policies and proofs provided by you and then let you know the decision for return.

      - Once the return is approved, we will intimate you the rest of the process. 

      1. I see the 'Cancel' button but I can't click on it. Why?

      - If the cancellation period is over, then it won’t work. In this situation, please contact us on info@porthomall.com