Your satisfaction is important to us and we do our best to accommodate your needs. If for any reason you are unsatisfied with your purchase, please do not hesitate to contact us. We understand that you may have a unique circumstance.

shipping / pickups

All orders over $75 CAD will ship at no charge within Canada and the USA, orders under $75 CAD shipping is billed at a flat rate of $14.99 CAD. Orders placed within canada will take between 5-7 business days to arrive and in the United States 8-14 business days. Express shipping is available within canada for a flat rate of $20. Orders are shipped between Monday – Friday each week.

Shipping to all other countries outside of north america is charged at a flat rate of $35 CAD and delivery times may vary.

Orders are shipped out within 1-2 business days from the date of purchase, but once the parcel is in the hands of the courrier, some delays may occur. please note that courriers are experiencing delays due to current global challenges, weather conditions, and other factors outside of our control, so your order may take a little longer than usual to be delivered to you! we appreciate your patience and understanding. please reach out to us if you haven't received your order 10 business days after dispatch, and we can open a service ticket to locate your parcel!

Tracking information is sent out with your order confirmation. Please use the email to keep track of the most up-to-date transit times for your order.

order cancellations and order changes

If you need to make a change or cancel an order, you may do so within the first hour after placing it. Our amazing team is always quick and on top of packing orders (it makes us do a little happy dance!), so we cannot guarantee that the change will be accommodated or fulfilled if submitted over an hour after the order was submitted. Send an email to admin@portia-ella.ca with your request and order number as soon as possible, in the event that you need to make a change! 

lost or damaged package

Be sure to double, triple check your shipping address during the checkout process. Contact admin@portia-ella.ca immediately if you believe you may have entered incorrect information. If the order has yet to be shipped, we will gladly correct the address, however if the order has already shipped then it is your responsibility to collect from the address you provided.

If your order is lost or significantly delayed, our team will create a service ticket with the courier, however we cannot guarantee that it will be resolved by them. Please allow for at least 5 business days to get an update on your order as the timeline is dependent on the courier. The portia-ella team is not responsible for any situation that may arise during transit.

If your order arrives damaged, please send us photos of your order by email to and we will investigate further.