Porter International

Porter International

 

FAQ

REPAIRS

  • My bag needs to be repaired, what should I do?

    The bag can be brought into any PORTER INTERNATIONAL retail locations. The Sales Representative in the store will assist you in filling out the work order and contacting necessary staff to offer you with a price quote. Please ensure that there is no personal belongings in the bag and all its accessories (e.g. hanging flashlights, keychains, baseboard, etc) are removed before dropping the bag to us. This maintenance policy is only applicable for product purchased in Taiwan. Items purchased outside of Taiwan shall abide by local stipulations. If you have any questions, please contact your local retail location, or contact customer services at marketing@ll-porter.com

    Please Note : For certain special materials and fabrics, we may not be able to provide maintenance services. Please contact our store Sales Representative for details.marketing@ll-porter.com
  • How long it takes for the repair?

    It depends. Normally it will take approximately 15 ~ 30 business days.

    Please Note: This policy applies to products purchased in Taiwan. Items purchased outside of Taiwan shall abide by local stipulations. If you have any questions, please contact your local retail location, or contact customer services at marketing@ll-porter.com
  • Only a small part of my bag needs to be repaired (i.e. the zipper), will it still take 15-30 business days to get it repaired?

    The majority of time to get the product repaired will be spent in transit, regardless of how simple the repair work may be. This is to accommodate the time it takes to get the product to/from our logistic warehouse and the repair center. Our sales representatives will contact you once the repaired item is back to the store. Pick-up will always be the same location where the item was originally dropped off.

    Please Note: This policy is only applicable within the Taiwan region. Items purchased outside of Taiwan will have to abide by local stipulations. If you have any questions, please contact your local retail location, or contact customer services at marketing@ll-porter.com
  • I'm a customer outside of Taiwan. My bag needs to be repaired, what should I do?

    Purchases made in the country of your residence (i.e. purchased in Hong Kong and live in Hong Kong): Please bring the item, along with the warranty card, to the original store where the purchase was made. The sales representative will assist you in getting the repair process initiated (i.e. approximate repair time, fees, etc.).

    Purchases made outside of the country of your residence (i.e. live in Hong Kong, but purchased elsewhere): We regret to inform you that PORTER INTERNATIONAL does not provide repair services at the moment.
    Please contact customer services at marketing@ll-porter.com to see if there is any alternative option can be arranged. We will handle this in a “case by case” basis and we cannot guarantee such repair can be arranged or done.

  • Can I send in my wallet for repairs?

    Yes, but additional charges may be required. Please follow the same procedures as the bag repair process.

    Please Note: This policy is only applicable within the Taiwan region. Items purchased outside of Taiwan will have to abide by local stipulations. If you have any questions, please contact your local retail location, or contact customer services at marketing@ll-porter.com

MAINTENANCE

  • Is cleaning service available?

    We do not provide cleaning services for PORTER INTERNATIONAL items. Please consult the maintenance tips provided when the purchase was made. You may also bring the items needed to be cleaned to any of our retail locations where our sales representatives will be happy to advise you on the matter.

  • How do I maintain leather goods?

    • Leather goods can be tricky to clean and maintain. Please make sure that the leather does not come in contact with oil, acid, or alkaline substances. Also, avoid high temperatures or areas subject to hot steam.
    • Genuine leather will fade over time; this is a natural and normal phenomenon. For colored or black leathers, color transfer will likely occur. Please avoid having the leather touch any light colored items.
    • Please do not overstuff or overload the bag as this could damage the leather and hardware.

    If the leather is exposed to water, perspiration or mildew, please do the following:
    • Upon exposure to rain, water, or sweat, wipe the leather dry as soon as possible and place in a well ventilated area to dry. Do not heat the leather with any electrical appliances or otherwise subject it to high temperatures; this may result in the growth of mold.
    • Generally, we suggest using professional leather removers and cleaners to maintain your leather goods. However, you may also use a small amount of cleaning fluid and leaving the item in a well ventilated area to dry (the use of a sponge can also speed up the process). Do not dry clean the leather. We also do not advise the use of any solvents as this may negatively affect the color or leather itself.
    • If the case of mold or mildew, use a brush to remove the spots, and then use a clean cloth to wipe the leather down. Place in a well ventilated area to air out any odors before applying conditioning oil to the leather.
  • How do I maintain nylon goods?

    • Do not store in high temperature areas or near hot steam.
    • Before placing any nylon goods in storage, make sure to clean the surface and let it dry in a well ventilated area. Always keep the nylon bag in a dry and dark place.
    • Our nylon products are often paired with different fabric linings or metal hardware; therefore, please do not use washing machines or large amounts of water to wash it.
    • Do not dry clean. Solvents may negatively affect the color or material itself.
    • If subject to rain, wipe clean as soon as possible and let it dry in a well ventilated area to prevent mildew.
    • Please do not overstuff or overload the bag as this could damage to the bag and its hardware.

    If your nylon bag has dust or oil stains, please do the following:
    • Using a damp and soft cloth to wipe down the nylon.
    • For oil stains, apply some dishwashing liquid before wiping the area and clean with a damp, soft cloth. Always remember to wipe the spots with a dry cloth as the last step.
  • How do I maintain canvas goods?

    • Do not store in high temperature areas or near hot steam.
    • Before placing any canvas goods in storage, make sure to clean the surface and let it dry in a well ventilated area. Always keep the canvas bag in a dry and dark place.
    • Our canvas products are often paired with different fabric linings or metal hardware; therefore, please do not use washing machines or large amounts of water to wash it.
    • Do not dry clean. Solvents may negatively affect the color or material itself.
    • If subject to rain, wipe clean as soon as possible and let it dry in a well ventilated area to prevent mildew.
    • Please do not overstuff or overload the bag as this could damage to the bag and its hardware.
    • Please avoid having the canvas touch any light colored items as despite the high standards of our canvas dyeing process, color transfers will likely occur for colored or black canvas. Please avoid having the leather touch any light colored items.

    If your canvas bag has been subject to dust or oil, please do the following:
    • If the bag is dirty or dusty, we recommend using a damp, soft cloth to wipe down the canvas.
    • If your bag has oil stains, we recommend applying some dishwashing liquid before wiping the area clean with a damp, soft cloth. Finally, wipe the spots with a dry cloth.

WARRANTY

  • What does the PORTER INTERNATIONAL warranty offer?

    • Less than 180 days from the date of purchase:
      For damages caused by natural wear and tear, improper use, or accidents, additional fees may apply even if the product is still under warranty.
      For any product defects other than natural wear and tear, improper use, or accidents, please bring the item, along with the warranty card, to any of our PORTER INTERNATIONAL retail locations. Repairs will be free of charge.
    • After 180 days from the date of purchase:
      Please bring your item, along with the warranty card, to any PORTER INTERNATIONAL retail location. Additional fees will apply. Such fees will be quoted by the PORTER INTERNATIONAL repair center.

    Please bring your item, along with the warranty card, to any PORTER INTERNATIONAL retail location. Additional fees will apply. Such fees will be quoted by the PORTER INTERNATIONAL repair center.marketing@ll-porter.com

PLACE OF SALE

  • Can I place a phone order?

    We currently do not accept phone orders. For the most optimal shopping experience, we encourage a visit to our retail stores and/or our online stores to experience our merchandise. We value our customers and hope to provide the utmost service and attention in helping you to select the most suitable products.

    PORTER INTERNATIONAL is available on PChome Taiwan and YAHOO Taiwan eCommerce platforms:
  • Where can I find a PORTER retail location near me?

    Please go to our website under the Location for details.

EXCHANGES/RETURNS

  • Can I exchange or return my purchase?

    If the item is unused, and/or found to be defected, exchanges or returns can be made within 14 days from the date of purchase. Please show proof of purchase (i.e. receipt, credit card records, customer service card, etc.). Original packing and all accessories included must be returned in its original condition. Items available for exchanges or returns are limited to those paid for by cash or card; items purchased via gift cards are not eligible for exchanges or returns.

    Items which have been used or washed cannot be exchanged or returns. For items that have been purchased for more than 14 days, only maintenance and repair services are available. Exchanges and returns will not be offered.

    Please Note: This policy is only applicable within the Taiwan region. Items purchased outside of Taiwan will have to abide by local stipulations. If you have any questions, please contact your local retail location, or contact customer services at marketing@ll-porter.commarketing@ll-porter.com

OTHERS

  • How do I make sure that I purchase a genuine PORTER INTERNATIONAL product?

    Purchase directly from PORTER INTERNATIONAL appointed retail stores (department stores, authorized retailers and eCommerce platforms) to ensure the legitimacy of your product. PORTER INTERNATIONAL does not sell via personal websites, random street stores or unauthorized websites.

  • Do you provide product catalog?

    We try our best to be environmental friendly. For complete product information and details, please go to our web site at www.ll-porter.com

  • Do you provide services to identify the legitimacy of products?

    We do not offer the services to identify the legitimacy of products. If the purchase was made from our appointed retail stores (department stores, authorized retailers and eCommerce platforms), the product will come with a warranty card for future repair services and to assure the quality and validity of each PORTER INTERNATIONAL product.