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Please skim through our FAQ section first before asking a question via e-mail.  Most of your questions are already answered there. 

  • If you have any questions, comments, concerns and inquiries about our site, product and/or services after reading the FAQ, you can do so by contacting us here

  • If you have any questions about your order, please add your order number and try to be as descriptive as possible. We do not ask this to be a pain, but rather to get your questions asked quicker!

FAQ Topics


General Questions

Where is my order and tracking link?

Step 1: After you place an order with us, we will send you a confirmation email. The confirmation email with a receipt attached is just to let you know that you’ve ordered from our site. If you did not receive any confirmation email, please double check your spam folder and/or other email accounts which you use to order from us. 


Step 2: A tracking number will be sent to you on a separate email a few days after your order has been placed. 


Step 3: After you received an email with your order tracking number, you can track your order status here. 

 

Step 4: If your tracking status is showing as delivered to your address but you did not receive it yet, we recommend that you wait for 1 day for your order to be deliver. Depending on your location, courier service provider may have updated their tracking system way earlier after it is out from your nearest postal office for delivery. 


Step 5: Check your mail box. Your order is most likely delivered into your mail box. 

My package is missing!  What should I do?

You may have received partial order because some items are produced and shipped from another remote manufacturing facilities. Rest assured that your item will be shipped in the stated lead time on our website. You will also receive another tracking information once your item is on its way.

Can I use multiple discount codes on one order?

Our discount code is only valid per order. We do not support multiple codes on our site.

How secure is my personal data and/or information

Portsway adheres to the highest industry standards to protect your personal information when you checkout and purchase from our online store. Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.

Can I contact you my phone?

We run all our support digitally. Therefore there is no need for us to have a phone number to run support through. Our systems are pretty streamlined and we thrive to answer your questions in a timely matter.

My order

How do I place my order?

Step 1: Use our search bar or navigate through our menu tab list above on our page to find your product.


Step 2: Once you on our product page, use our drop down menu to select the design option available (e.g color, size, type etc) and quantity.


Step 3: Then click the “Add To Cart” button and follow the simple steps to complete your order. We’ll prepare your order and let you know when it's on its way! 

Was my order shipped when I received my payment confirmation email?

No. If you received the payment confirmation email, your payment was successful. Your order is still being processed for production. A tracking number will be sent to you on a separate email a few days after your order has been placed. 

I change my mind, can I cancel my order?

When you place an order, you have 12 hours to contact our customer service team and request a cancellation. After 12 hours, we’ve already started working on your order and it is too late to cancel your order.

To cancel an order, you can contact us at contact@portsway.com. Simply enter your subject "cancel order with #order number" and we will take care of it.  

I see I used the wrong address, can I modify this?

As long as your item is not shipped yet, we can still change this in our back end system. Please mail us the correct address and your order number contact@portsway.com and we will take care of it. 

Once the order is shipped out (you will receive tracking info when shipped), it is out of our hands. If that is the case you need to contact the carrier who is delivering your items.  
Can I modify my order?

When you place an order, you have 12 hours to contact our customer service team and request a modification. After 12 hours, we’ve already started working on your order and it is too late to modify your order.


To modify an order, please contact us contact@portsway.com with all the details of your order: order number, style, size and/or color then specify the item you would like to change. Our team will our best to help you.

How do I know what size to order?

Step 1: You can find our sizing information in our product description and/or size charts available on our product page. Sizing information include the necessary dimensions. 


Step 2: Select the size in the option selector available on our product page to order. 

Shipping and Handling Information

How much does shipping cost?

Once you’ve clicked through to Secure Checkout, you can enter your delivery address and continue to shipping method. Shipping costs are then calculated and tacked on to your subtotal at the bottom of the page. 

How long will it take for my item to arrive?

Our delivery time is divided into two parts (Processing Time + Shipping Time)

Processing Time: 

Processing time differs from product to product. All items are custom made to order just for you. Therefore, we take about 5 to 7 days to create your items.Then you should add shipping times on top of that. We do our best to get your order in a timely manner. 

Shipping Time: 

The shipping time will depend on where you are located. The estimated shipping time is as follow:
  • USA: 5-10 Business Day

  • International: 11-20 Business Day

I still haven't receive my package, what shoud I do?

If your item has not arrived within 30 days, please do contact us at contact@portsway and we will do our best to help you.

Will I receive an order and shipping confirmation?

Yes. After you place an order with us, we will send you a confirmation email immediately. The confirmation email with a receipt attached is just to let you know that you’ve ordered from our site. You will also receive another separate email with a tracking number after we’ve processed your order (5-7 days)

Why customs charged me extra for my delivery?

We are very sorry to hear about the custom fee, however it is beyond our control. This is not a fee imposed nor collected by our company. Unfortunately some governments randomly pick packages they check and decide to charge extra for import. 


Sorry for any inconvenience caused, but there is literally nothing we can do about this. 

Our product

What materials are your products made from? 

Most of our product are made from high-quality materials, including 925 Sterling Silver, 14K Gold, Rose Gold, or Swarovski Crystals. For detailed information, please refer to our product page description to get the specific material composition or contact us with product title and/or link to our product page. We will be happy to provide the product’s specifications.

Returns, Exchanges & Refunds

I received a damage item(s). What should I do? 

Although quality is one of our top priorities, it can happen that a damaged item is sent out by mistake. In this case you do not need to return the item. The only thing we need you to do is send us an email at contact@portsway.com stating your order number. Please do include a photo of the damaged good. If we can see on the photo it is damaged, we will send you a new item 100% free of charge ASAP

I received the wrong item(s). What should I do?

At Portsway, we are doing our best to ensure product quality and order accuracy. However, it may happen that you receive a wrong item(s). If this is the case, we guarantee a 100% satisfaction to all our customers by offering a free replacement order or a refund on the affected items.

What your reshipment and refund policy?

At Portsway, we are doing our best to ensure product quality and order accuracy. However, it may happen that you receive a wrong item(s). If this is the case, we guarantee a 100% satisfaction to all our customers by offering a free replacement order or a refund on the affected items.

Payment

What payment methods do you accept?

We accept most credit cards including Visa, Mastercard, AMEX, Discover and JBC. We also do accept PayPal for your convenience. We do not accept cash, checks or COD.

When will my card be charged?

Just after your order has been successfully placed.