Frequently Asked Questions

To create a Pora Mondo account, visit the registration page on our website. You will be asked to enter a valid email address and create a password. By registering an account, you agree to receive occasional emails from Pora Mondo.

You can access your information at any time by logging into your Pora Mondo account. From this page, you can view the following information:

Account Details - The name and email address associated with your account.

Order History - Any orders placed with your account will appear here, along with the date, status, and total cost. You can click into any of these to see the original order confirmation.

Address Book - Any shipping information used for past orders will appear here.

To make any changes to your account details or address book, please edit them directly in your account or contact our Customer Care Team by live chat or send an email to love@poramondo.com .

If you're having trouble logging into your account, please visit our login page and follow the instructions to reset your password. From the login page, you can click on a button marked Forgot Password. You will be asked to enter the email address associated with your Pora Mondo account. After that, you'll receive a separate link sent to this email with instructions to reset your password. If you don’t remember what email address you signed up with, please contact our Customer Care Team by live chat or send an email to love@poramondo.com . Be sure to provide your full name so we can further assist you.

Pora Mondo adheres to the highest industry standards in order to protect your personal information with the best security solutions. Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology), which is widely used on the Internet for processing payments safely.

We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer PayPal, ShopPay, ApplePay, GooglePay, and MetaPay too. We also accept Buy Now Pay Later payment method with Klarna, Afterpay, and ShopPay!!

Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.  

**Please note: Only one discount code can be used per order.

Made your Pora Mondo purchase, and as the payment was loading you realized with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply email our lovely Pora Mondo team at love@poramondo.com and they will be happy to help correct this for you.

We make every effort to process your order the minute it's placed. Therefore, we cannot guarantee that changes to your order can be accommodated more than 90 minutes from your transaction.

 Important: Once your order is ready to ship, we cannot make any adjustments to your order.

If you wish to cancel your order, please contact us within 30 minutes after you placed the order via After-sales Center. We work very hard to process your order the minute it is placed. Therefore, we cannot guarantee that cancellations can be accommodated after 30 minutes you placed the order. We will do the best we can to help, however, our system is automated and orders flow into large batches for delivery, making them unable to be recalled.

Pora Mondo ships products worldwide every day. Shipping is available for most countries around the world.

Please allow 3-5 business days (average) to arrive in your countries: United States, United Kingdom, Australia, Canada, and EU countries. If your order hasn’t arrived in the estimated delivery times, please contact our support team at the contact us page or leave a message on the online chat.

Please rest assure that we provide Buyer Protection for every customer for free: if the product is not delivered after 45 days the date you placed the order, you are automatically entitled to a full refund.

The order processing time might take 12 to 24 hours on average. Processing includes checking, packing, and sending your orders to the post office. After all these procedures, the tracking number will be provided to you.

Tracking information is available within 1-3 days. Tracking details will be supplied once the orders have been shipped. You will get an email shipping confirmation with the tracking number. If you did not receive any message from us, please contact our support team via email love@poramondo.com or leave a message on the online chat.

You can track order by visiting Tracking Your Order page. Simply submit the tracking number or order number & email, you could view the order delivery details. 

In most cases, customs fees do not apply but you may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers). Unfortunately, Pora Mondo has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.

On very rare occasions, the delivery may take longer than the standard shipping time stated above. Most of the delays are caused by the customs, which, unfortunately, we can’t control. We seek your patience and understanding should this happen.

It can sometimes take a few days for our delivery partners to scan and track all packages. So it may look like your package has not moved for several days. In these instances, the package is usually still in transit and the situation resolves itself within a few days. If no movement has occurred after 5 business days of the estimated delivery date, please get in touch with our customer care team at the live chat or contact love@poramondo.com. We'll immediately look into the matter!

We are not responsible for lost or stolen packages after the shipping carrier has dropped them off at their destination. Sometimes shipping carriers will leave packages in hidden locations to prevent theft, or even preemptively mark orders as “Delivered”. 

While these decisions are out of our control, we suggest looking around the vicinity of the shipping address, checking with your neighbors, and waiting at least three business days to see if anything turns up. If you still have not received your package, you can contact us by live chat or send an email to love@poramondo.com and our team will do our best to further assist you.

We accept returns and refunds within 30 days of the day the product is delivered to the customer. If the product is not delivered within 45 days from the date you placed the order, you are entitled to a full refund. Please check for more details, such as all conditions for requesting a return or refund, all terms, and the specific process for applying for a refund or return, on our Return & Refund Policy Page .

To start a return and refund, send your request to the After-sales Center directly.

Our team works hard to ensure orders are processed quickly and correctly. If you have received a damaged product, a wrong product, or if something is missing from your order, please contact us via the After-sales Center directly. Our team will take care of you.

We always strive to be the best so we love hearing your thoughts. We also love hearing your beautiful Pora Mondo jewelry stories, as it warms our hearts to see our products being so well-loved out in the big wide world. Should you have any feedback for us, please feel free to send your feedback at Contact us page or to email us at love@poramondo.com