Store Policies

CANELLATIONS

Pre-order cancellation requests must be emailed within 48 hours of purchasing. Unfortunately, cancellations will not be made after 48 hours.

RETURNS

We absolutely stand by the quality of our products. If you are unhappy with your product, we accept eligible returns within 30 days of delivery. To be eligible for a return, your item must be unused and in the same condition that you received it. Please email hello@readingportal.com with your order number to submit a return.

We are unable to return or replace items due to melting. Once your package is dropped off at USPS, it's the responsibility of the Postal Service and out of our hands. Please keep an eye out on your tracking information to minimize the time it is left in the heat. We use the fastest and most affordable shipping method to not have this problem occur.

NON-RETURNABLE ITEMS:

  • Dented candle tins
  • Melted candles
  • Gift cards
  • Sale items
  • Any item not in its original condition, that is damaged or missing parts (for reasons not due to our error)
  • Any item that has arrived more than 30 days after delivery

REFUNDS/EXCHANGES APPROVAL

To be eligible for a return or an exchange, your item must be unused and in the same condition that it was received in. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. The credit may take several days or even weeks to appear in your account.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@readingportal.com.

LOST OR STOLEN PACKAGE

We only reship items if notified within 30 days of delivery. This includes missing items. When we ship your box, you will receive a tracking number via email. Once your package is dropped off at USPS, it's the responsibility of the Postal Service and out of our hands.

If your package is showing as delivered, but you are not seeing your package, please double check your front porch, as well as check with your nearby neighbors, as your box may have accidentally been dropped off there.

If you do not receive your package, please reach out to your local USPS before sending an email. If they can confirm your package has been lost, please reach out and we can get you set up with a replacement.

For lost or stolen boxes, if we have enough stock left over to replace your box, we will gladly do so!

DAMAGED ITEMS

We will absolutely replace items if they arrive defective or damaged, although we do not replace dented candle tins or melted items. If you need to exchange a product for the same item, send us an email at hello@readingportal.com with your order number and a photo of the defective or damaged item(s).

INTERNATIONAL SHIPPING AND RETURNS

We ship worldwide! Charges are calculated at checkout and are based on weight and destination.

Starting July 1st, 2021, all shipments going to member countries within the European Union (EU) will be charged a "Value-Added Tax" or "VAT tax," which will have to be paid by the recipient to receive the goods. We are unable to add this fee at checkout and it will be the customers responsibility to pay when the package arrives to them. Proper Harmonization Number will be included. Once your box or order has shipped, this package is no longer in hands. If the package is returned to us due to lack of payment of VAT/Customs, the customer is responsible for reshipment, and no refunds will be provided.

While USPS estimates that most Priority Mail International packages will be delivered within 7-20 days of shipment, transit times may vary due to customs delays. With the ongoing pandemic, some packages are taking up to a month to be delivered. Reading Portal is not responsible for these delays.

Due to the challenges of international shipping, international orders are non-returnable. However, Reading Portal will offer a refund or a replacement when we are at fault. If you receive the wrong item, or a damaged item, please email us with your order number and a photo of our mistake.