return policy 

Sustainability matters. We reduce returns to a minimum by providing samples and test colours in our boutique. Refills, package-free and discounted items are final sale.

orders eligible for return or refund

Exchanges and returns are always acceptable if the product has not been used (unopened) and you simply had a change of mind within 30 days of original purchase date. Email or printed receipt is always required for exchanges or returns of any kind. Exceptions may apply.

Incorrect, Defective or Damaged Items: Items received incorrectly, damaged, or defective, must be reported within 3 business days of receiving your online order, or returned in-store within 14 days of original purchase date, and are eligible for replacement or full refund. Please email photos of your damaged product to our customer care team at hello@portia-ella.ca. We will not be held responsible for products reported as damaged or defective outside of this timeframe.

Online Returns

Initiate a return by emailing hello@portia-ella.ca with your order number and the products you wish to return. Our team will be in touch with next steps.

If your return is approved, please note:

• It is the responsibility of the customer to cover all return handling/shipping costs, ensure return items are adequately packaged, and to provide original proof of purchase. 
• All items returned for refund must be in new, saleable condition, with original packaging intact. Items will be inspected upon being received at our facility, and a refund will be provided accordingly, following the outline below. All original shipping and processing fees are non-refundable.
• Please include the original invoice in the package, along with a note indicating the reason for your return. 
• We are only able to refund the value of the product MINUS the cost of original shipping. Please know that if you received free shipping on your order (over $75.00), the cost we paid to send the order to you will be deducted from the refund amount (approximately $15-20). 

In-Store Returns

Pop into our boutique at 169 Lilac Street if this is an option for you. Our staff will be able to assist you there. If you have questions about a return, please email hello@portia-ella.ca, and our team will be able to assist you there.

The usual processing time for a refund on a credit or debit card will vary depending on each situation. Simple refunds may take between 1-7 business days, but a longer time period may be required. This time period is due to your banking institution and the terminal POS provider.

orders ineligible for refund or return

Incorrect Shade Selection: We understand that shopping online for makeup can be a challenge! For this reason, we provide free samples for most items on our website, giving you the opportunity to try an item and find your match, prior to opening the full size. Please request these samples when you place your order. Similarly, we offer the opportunity to shade match in-store and test out the product on your skin before purchasing. Please note that we are unable to accept returns on colour cosmetics based on incorrect shade selection.

Allergic Reactions: Even though our products are made with natural and organic ingredients, it is still possible to be sensitive to these plant and mineral based ingredients. If you have any allergies or suffer with any conditions that affect your skin, we have a program to make finding the right products easy and safe for you. Please communicate your needs to our knowledgeable boutique staff and we'll be happy to customize your experience by adding samples of the products you're purchasing so that you can test the product before opening the full bottle in the comfort of your own home.  This program is also available for online purchases, simply request samples in your order or email our team at hello@portia-ella.ca.

Products damaged with daily use, including pressed powder products which can break when dropped, unfortunately do not qualify for a refund.  Our lipsticks are also different than traditional formulas in that they do not contain silicone, therefore they may be less structurally resilient. Care must be taken not to twist the bullet up too high when applying, as horizontal pressure can cause it to crack at the base. In the event this does happen, we suggest melting the bullet with a small flame (lighter) to adhere it back to the base. 

Final sale items include soap bars and package-free products, as well as any products purchased at a discount during a promotion or sale.