The products purchased in the online store of El Portillo, have a period of 14 days of return, which can be requested for the following reasons, and following the instructions of our Customer Service:


If you wish to return or exchange a product/s purchased from the EL Portillo online store, follow these steps:

  1. Send us before the end of the legal period, an email to with the Order Number, the product code (SKU) or your name and the reason for the change or return,with the maximum details possible. If it is a DEFECTIVE product, send us pictures of the defect.
  2. Pack the product(s) with original packaging,making sure it carries all items such as uncut labels, bags, bump protectors, etc. Protect well to avoid transport breakage problems.
  3. The Portillo will notify the courier for collection at the same delivery address of the order.
  4. We will review the product when it is received in our store, and if everything is correct, we will proceed to the change or refund of the amount, as the case may be, and always in the same method of payment.


If you detect a blow or breakage of the packaging when you receive the goods, you must:

  1. Indicate it in the delivery ALBARAN of the carrier. If the blow is too strong, you can refuse the pickup.
  2. Take several pictures of the package on the outside,where you can clearly see the packaging on the outside at different distances (at least 3-4 photographs).
  3. Open the package through the damage zone, and without taking out the goods, photograph the damage caused (shocks, breaks, scratches…).
  4. Send us in the following 24/48h all photographs by email to with the Order Number and the transport receipt.

Once the documentation is received, El Portillo will take care of the claim process with the transport company, and we will notify you of the proposed solution as soon as possible.

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