Delivery and Returns
Your Account and Profile
At Proporta, we pride ourselves on our excellent customer service and no quibble returns policy, which when put together with our Lifetime Exchange Warranty on all Proporta-branded products, means you can shop with us with total peace of mind. But don't just take our word for it, read reviews from real customers here
Item availability/out of stock
If the item that you have ordered is unavailable, coming soon or currently showing as out of stock, you will receive an email from us to inform you of its status and the expected delivery date. The ETA for a pre-order product will be displayed on the product description page. If you have paid by credit card, please be assured that we will not take any payment from your account until your item/s has been dispatched from Proporta Towers and your order is on its way to you.
Promotion codes and special offers
Promotion code/s for personalisatin can be applied only on your next order with us. Please note that all your existing orders will be shipped with the confirmed order total. If you require any assistance please don't hesitate to contact us on firstname.lastname@example.org
Proporta is currently offering free shipping on all orders. Please note:
Some of the promotions we run, are not to be used in conjunction with any other offer.
Proporta likes to reward its customers from time to time by sending them discount promotion codes or by passing on details of our latest offers as a way of saying thank you for your valued custom (we’re really very nice you know). Please feel free to spread the love and pass this on to your friends and family.
carefully and check it periodically since it may change from time to time.
Terms and conditions
At Proporta, we recognise that understanding terms and conditions is really important and we know you’re aware of that too. However we also know that the legal stuff can sometimes be a bit boring and that you might not always “do the right thing” by reading them, so we’ve tried our best to keep them as informative, but jargon-free as possible. For a full list of our terms and conditions, please click here
Orders are processed and shipped out on working days only (Monday through Friday, excluding bank holidays). We try our very best to send all products within 2 working days and we will notify you by email when your order is on its way to you.
If you chose to pay by credit or debit card, please be assured that we will not charge your card until we have checked your order and your products have been safely shipped out to you.
Proporta is both happy and grateful to accept payment using the following payment methods:
- American Express
We currently can't offer Bank transfer payments at this time, however we support Paypal and Credit Cards for all major banks. Paypal will allow the transfer of funds directly from your local bank with reduced banking chargers online.
Payment processing and security
Proporta works closely with our trusted partner Thwarte to protect your personal and payment details. To verify our Thwarte SSL security certificate, please click below.
If you have chosen to pay by credit or debit card, please rest assured that we will not charge your card until we have checked your order and your products have been shipped out to you.
Proporta abides by the Consumer Protection (Distance Selling) Regulations 2000
All products listed on Proporta’s site show the price exclusive and inclusive of VAT (where applicable) at the current rates and do not include delivery charges. The total cost of your order is the price of the products ordered including VAT (where applicable) and delivery charges dependent on the delivery option selected – all details regarding shipping methods can be found in the Delivery
section of this FAQ page. VAT matters for EU countries
The place of taxation is determined by where the goods are supplied. For more information visit: http://ec.europa.eu/taxation_customs/taxation/vat/how_vat_works/vat_on_services/index_en.htm
If you are a registered Proporta customer, you may check the status of your most recent orders by clicking on the 'Where's my order?'
link & going to 'My orders'
. This is the easiest and fastest way to get the most current information regarding your order.
Click on "Account Dashboard
” to view the status of your most recent order and a summary or your order history. You may also update your personal information, including delivery address, email address and billing details.
If you notice any problems with your order, please contact our Customer Services team by email email@example.com
or on 01273 808846 with your order number and email address.
If you wish to make changes to or cancel your order prior to dispatch please call our Customer Services team on 01273 808846 with your order reference number and email address so that we have the best chance of intercepting your order. If it is outside of UK office hours (Monday to Friday, 9am to 5:30pm GMT) please leave us a message with your order details and we will act upon your message first thing – if you could please speak slowly and as clearly as possible so that we don’t miss any of your details, our ears will be very grateful.
Please note we generally dispatch orders the same working day that the order is received. If we are unable to cancel your order prior to dispatch, we ask that you return your order to us once you have received it in accordance with our Returns Policy
Where is my order?
To check the status of your most recent order, simply login to Proporta’s website and click on the Where's my order?
page. This is the easiest and fastest way to get the most current information regarding your order.
If your order has been dispatched please see our Delivery options and charges
section for our estimated delivery times. Although usually accurate, these shipping times are approximate so delivery may sometimes take a little longer than expected. We like to ask you to please wait at least five working days beyond your expected delivery date before contacting us, in case your products have been caught up along the way with the shipping service.
Can my order be sent tracked?
All of our orders are sent by standard mail worldwide with air mail chosen if required. However, if you would like your order to be tracked we will happily arrange for it to be sent via other recorded means. You can select the option of delivery you would like at the checkout.
What delivery options do you offer?
At Proporta we offer a speedy and efficient service that is easy to use. All you need to do is choose what you want, where you want it and we’ll take it from there. We take responsibility for making sure that your product/s are delivered to you safely, and are experienced in delivering them quickly to any address you tell us to – be it for business or pleasure.
When you purchase a product from Proporta, the contract of sale only occurs when your goods are dispatched and your card is charged. We will NOT charge your credit card if for any reason we are unable to fulfil your order, including if the goods are not in stock. In a nutshell, your credit card will not be charged until your order has left the building.
Standard worldwide delivery
The United States of America and Canada Ordering from the US?
All items delivered to US or Canadian addresses will be delivered using the British Royal Mail and the US Postal Service or Canada Post (whichever service applies to your area) for free on all orders. We deliver thousands of parcels to the USA and Canada and have found this method to be two of our favourite things - both reliable and economical.
Delivery to the USA or Canada usually takes between 6-10 working days, so we ask that you please allow for this handling time when placing your order. However at busy times of year such as Christmas, or where delivery is made to a remote place, the big wigs at the postal services suggest that you may need to allow a little extra time so please be aware of this when placing your order. We can also send your order by Signed For Shipping (Royal Mail)
if you’d prefer, but we will have to charge you a little extra. The United Kingdom
For delivery purposes, we consider the following countries to be included in our definition of the UK: England, Northern Ireland, Scotland, Wales, outlying islands and all BFPO addresses.
All items delivered to a UK address will be sent using the Royal Mail postal service (for just £2.95), or free of charge if your order is £20 or over. This takes between 5-7 working days
from the time of dispatch, although we usually find it takes less. We can also send your order by First Class Shipping (Royal Mail 1st) if you’d prefer, which only costs, £3.95. Western Europe
So that we’re clear, the following countries are included in our definition of Western Europe: Andorra, Austria, Belgium, Denmark, Faroe Islands, Finland, France, Germany, Iceland, Ireland (Republic of), Italy, Liechtenstein, Luxembourg, Monaco, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, Vatican City State (Holy See), Gibraltar, Greece, Greenland, San Marino.
In Western Europe, please allow a maximum of 10-15 working days
between your products leaving our arms and landing in yours, although delivery is usually quicker than this. Products delivered to addresses in Western Europe will be sent via Airmail and costs just €3.95 per order. We can also send your order by International Business Tracked
(previously known as Airsure) if you’d prefer, but we will have to charge you a little extra. Rest of the world
In terms of shipping and delivery, by the “Rest of the World” we mean any country where the delivery destination isn’t included in the lists above for Western Europe, USA and Canada or the United Kingdom. All packages sent to addresses in the “Rest of the World” will be sent via Airmail for a price of just $4.95 per order. Please allow 10-15 working days from the time of dispatch for your lovely products to arrive.
International business tracked (Airsure)
We also offer International Business Tracked as a delivery option, which basically means that your order will be sent pronto, on the next available flight, with priority handling (both at home and overseas) and will have an electronic tracking of delivery
– all for just £8.50 / €15.50 / $18.50 per order.
The delivery tracking will be care of the Royal Mail whilst in the UK and then handed over to the destination country’s postal service as a priority item.
You can track your item here by visiting Royal Mail track and trace
As much as we’d love to personally hand deliver your order ourselves, please be aware that different countries do have different postal standards so we cannot guarantee that the destination country’s postal service will track your International Business Tracked item the whole way, in every instance, or always be able to give you a confirmation of delivery.
International Business Tracked is available to customers in USA.
As with all companies, please also remember that at busy times of year such as Christmas, or where delivery is made to a remote place, the big wigs at the postal services suggest that you may need to allow a little extra time.
Signed For Shipping (Royal Mail)
As we like to spoil you for choice, we also offer an Signed For (Royal Mail) delivery option, which basically means that the parcel we send to you will require a signature at the delivery address. This option is especially convenient if your mailbox is not fully secure or if there are mail problems in the area. The delivery times are similar to standard mail options, but a more convenient delivery is assured. For our customers in more remote areas, the delivery time is approximately 5-7 working days (generally double the speed of standard mail), at a cost of £6.25 / €14.95 / $19.95. What’s more, we are assured by the Royal Mail that the International Business Signed option is available for our customers just about everywhere in the world.
Why did you send me a tea bag with my order?
Because we are nice and everyone loves a cuppa tea!
Delivery rules and restrictions
We work our socks off to get your order out to you as quickly as possible. Orders are processed and shipped out on working days (Monday through Friday, excluding bank holidays). We will send all products the same day the order is received, for orders received prior to 2pm that day. We will notify you by email when your order has been sent out to you. For orders received after the 2pm cut-off, they will be processed and dispatched the next working day.
When you purchase a product from Proporta, the contract of sale only occurs when your goods are dispatched and your card is charged. We will NOT charge your credit card if for any reason we are unable to fulfil your order, including if the goods are not in stock.
If your order has not arrived after the estimated delivery times, please contact our Customer Services team on +44(0)1273 808846 (Monday to Friday, 9am to 5:30pm GMT) and we will do our best to investigate into the matter.
Returns and exchanges
To view the address or print the returns address label, please click here
Having bought many things online ourselves, we know how irritating it can sometimes be when trying to return an item, and then being asked to pay for the postage. At Proporta, we try to make your experience as pain free as possible by offering a never-argue, Lifetime Exchange Warranty combined with free returns (sorry, this is UK only at the moment).
Products including lifetime exchange warranty
We try to make your experience as pain free as possible by offering a never-argue, Lifetime Exchange Warranty on all Proporta* branded and BRUNSWICK ENGLAND hardware products. So, if for any reason or no reason at all you are not completely satisfied, you can return the product to us and we'll exchange it for another one. In the event that the original product is no longer available, a best match alternative product of similar value will be offered. Over eighteen years of experience has shown us that our customers play nicely but, we're sure you'll understand that we can't accept returns due to normal, cosmetic, wear-and-tear - the warranty covers products which can no longer do their job or which have failed.
* Note: This excludes Proporta ninetysix, Proporta Smart, Proporta TurboChargers (and all of its contents) and the Proporta Pocket Power, which have a one year exchange warranty from the date of dispatch.
We can provide you with a full refund if a Proporta branded product is returned within 90 days from the date of dispatch.
Note: Due to PayPal refund policy, if your item is paid for with PayPal we can only accept returns within 60 days from date of purchase.
All Proporta ninetysix products come with a standard one year exchange warranty from the date of dispatch. You will be entitled to a refund if a Proporta ninetysix branded product is returned within 90 days from the date of dispatch.
Products with a one year exchange warranty
All other products not explicitly included in the Lifetime Exchange Warranty section come with a one Year Exchange warranty as standard. This applies from the date of dispatch. This includes all Ted Baker, Barbour, Roxy, Quiksilver, Joules, Ben Allen, V&A, National Gallery, PhoGo, Lalita, Kenzo, NAF NAF, Morfica, Aquapac, Where's Wally, PhoGo and Freedom products. Products excluded from our Lifetime Exchange Warranty are listed here
We’ll accept the return of these products for refunds, only if they’re returned to us within 30 days from the date we dispatched them to you. Provided you do this, we’ll be happy to a refund for the price that you paid for the item.
Non-Proporta branded products
We’ll accept the return of all non-Proporta branded products, but only if they’re returned to us within 30 days from the date we dispatched them to you. Provided you do this, we’ll be happy to arrange a refund for the price that you paid for the item.
Policy on Customized Cases
We regret that we cannot cancel orders once placed or offer refunds or replacements of personalised cases unless there is a fault with the product
- in which case we will, as always, be happy to refund or replace according to your preference and our terms. Normally, we are happy to replace or refund a product if you change your mind but, once the case has been customized, we cannot offer it for resale. Our Lifetime Warranty is not affected - if your customized case (or any case) ever develops a fault, we will refund or replace it according to our Terms & Conditions.
When using our customization service, it is your responsibility to comply with any relevant laws and not to cause offence or harmto any person or organisation. You also agree not to supply by any means copyrighted material without the express permission of the copyright owner.
Proporta reserves the right to use any designs or text supplied by its customers for the purposes of promotion. Please contact us if you would like us to waive this right.
All customized products will take 1-2 days to be dispatched than a standard product.
If no font is selected, the default font ''Caslon Antique Italic' will be used.Promotion code/s
for customization can be applied only on your next order with us. Please note that all your existing orders will be shipped with the confirmed order total. If you require any assistance please don't hesitate to contact us on firstname.lastname@example.org
Refunding shipping costs
Although we offer a no fuss money back guarantee on all Proporta branded products, shipping costs fall under a different policy...
You are not entitled to a refund on shipping for your order, unless the reason for the return is the fault of Proporta, in which case we’ll refund the shipping in full (only valid for Standard Worldwide Delivery). For example, if the product that you are returning has no fault and the reason for the return is simply that you have changed your mind and is nothing to do with the quality of the product or service that you’ve received, we will not issue a refund. Shipping refunds will sometimes be considered at the discretion of the Customer Services department. We can’t make any promises though and each instance will be viewed on an individual basis.
The returns process
To return an item, please enclose a note giving us your reason for the return, wrap the package securely and send it to the address below. Unfortunately we cannot provide payment for any return shipping costs. It’s really important that you make sure your return is sent back to us within the times mentioned above as we can’t go back on this. In the instance of a defective product, please provide a full description of the fault and return the defective item to us in its original box (if any), with all warranty cards, licenses, manuals and accessories Please send the package to the address below:
US Only Returns Address:Proporta.com USA
303 Emily's Dr.
UK, Europe and Rest of the World Returns Address:Proporta - Returns Department
Unit 3 Woodingdean Business Park
Sea View Way
(This returns policy does not affect your statutory rights.)
To keep you informed and save you having to chase us, we’ll send you an email once we’ve processed your return. We try our best to do this within five working days of receiving your parcel. If you have asked for a refund, we’ll email you automatically so there’s no need to contact us. If you’ve asked for an exchange, we’ll get your returned product to you as soon as we can. So that it’s crystal clear (and because we love the sound of our own voices) when returning items it’s really important that you include a note with the following information, as without this we can’t process your refund or replacement and then we’ll all get upset:
- Your order reference number
- Details of why you’re returning the item to us
- An indication of whether you’d like us to exchange the item or arrange a refund
- The email address you used to place the order
- The delivery name you used to place the order
- A daytime contact telephone number (with country/area dialing codes), just in case we need to get in touch with you
We’ll try our hardest to get back to you as soon as we possibly can.
Because we’re nice and are also delighted to say that this rarely happens, if you do find your Proporta product to be defective we’ll gladly provide you with an exchange or refund. Please see ‘The Returns Process'
above for details of how to return a defective item to us.
To reiterate, the Proporta Lifetime Exchange Warranty applies only to Proporta branded products (excluding batteries or products that contain a battery and have a natural shelf-life) and the Proporta money back guarantee covers the cost of your Proporta product only. Proporta cannot accept responsibility for the cost of your electronic device, or for the cost of any other products that you own – even where those devices are used with Proporta products. If you need any help, please contact us
by email or give us a call.
How to register
To shop online with Proporta, we ask you to register your details by visiting our simple to use, Log In
As a registered Proporta customer, you can check the status of your most recent orders by visiting the Where's my order?
page, which is by far, the easiest and fastest way to get the most current information regarding your order. You will also receive occasional emails from us telling you about our exclusive shopping offers, new product launches, free promotional items and much, much more.
Update account/personal information
In order to update your personal information, you must first sign into Proporta’s website through theLog In
Once you’ve signed in, simply click on the Where's my order?
page where you can click the links on the left hand side menu, to update your Profile, Billing and Delivery information.
How do I change my password?
Want to change your password? You can do so without a fuss. Just click on 'Where's my order?'. Click on the 'Account Information' link & tick the change password checkbox, where you can update your password. Sorted.
I've forgotten my password – can I reset it?
Have you forgotten what your password is? Don’t worry we forgive you.
1) Click ‘Login’ link in the top right-hand corner of the site.
2) When you’re prompted to put your details in, click the ‘Forgotten password?’ link.
3) Pop in the email address you registered with Proporta and click the ‘Submit' button.
4) A password reset email will wing its way to your email inbox where you can click the link provided in the email to enter a brand new password. No dramas.
Unsubscribe to newsletter
If you are a Proporta customer who no longer wishes to receive our regular email updates (we promise not to go all needy on you following the break up), there are a number of ways to remove yourself from our mailing list.
1) Unsubscribe Link – in each of the Proporta emails you will have received, there is an unsubscribe link which when clicked through, will remove your email address from our mailing list.
2) Your Account - you can update your mailing preferences through the Order Tracking option when you are logged into Proporta’s site by clicking on the ‘Edit profile’ option.
3) Email - send an email to us at email@example.com
to unsubscribe with the subject ‘Unsubscribe’ and we will remove your email address straight away.
4) Phone - you may also call our Customer Service team on 01273 808846 (Monday to Friday, 9am to 5:30pm) with your request and we will try to remove your name from our email list as soon as possible.
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Settlement of disputes
These conditions of online sale are subject to English law.
In case of dispute, jurisdiction is given to the competent courts of London (UK), despite multiple defendants or warranty.
Do you have a reseller or distributor near me?
Although we have some distributors, it’s safe to assume that none of them carry a complete catalogue of all our products, therefore we would recommend you order directly from us
or give us a call so that we can process your order. We ship worldwide for just £3.95 (€3.95 / $4.95) in a matter of days and offer next-day shipping within the UK.
If you’re desperate to get your hands on one of our products this instant, feel free to give us a call on 01273 808846 and we can check whether we have any distributors in your area. Alternatively, if you live nearby, you are welcome to pop into our office in Brighton (address below) to say hello whilst you pick up your products – we recommend you give us a call first to check stock availability so as to avoid wasting your time.
Unit 3 Woodingdean Business Park
Sea View Way
Sales and contact information
If our FAQ section doesn’t answer your question and you still need to get in touch, you can contact us by email through our online enquiry
system where we’ll aim to answer your question within 24 working hours.
Alternatively, you can call our Customer Service team and we will try our best to help you.
Telephone: 01273 808846
We’re afraid we cannot offer you any technical support on your device.
Proporta affiliates scheme
Proporta operate a successful Affiliates scheme
that is simple to set up and offers attractive rates of commission and full transparency on reporting. Visit our Affiliates Scheme
for more information.
Corporate contact information
If you would like to make a particular request on behalf of a company which is not covered by our FAQs, we would love to hear from you.Corporate Orders
If you are ordering on behalf of a company or are placing a particularly large order, please feel free to contact our Customer service team at firstname.lastname@example.org
or speak to us on 01273 808445 (Monday to Friday, 9am to 5:30pm) and we will be happy to discuss your ordering needs.<br. Retail Opportunities
Proporta also distribute a wide selection of its product catalogue through a number of Europe’s most successful, and trusted retailers. If you are interested in distributing our products, please email our sales team at email@example.com
or speak to us on 01273 808846 (Monday to Friday, 9am to 5:30pm) and we'll be happy to discuss all retail opportunities. OEM Manufacturing Requests
You may also be interested to know that Proporta is experienced in designing and manufacturing products for a number of branded partners. If you are interested in working with Proporta in a similar fashion please email OEM@proporta.com
with your design requirements or call 01273 808846 (Monday to Friday, 9am to 5:30pm) to discuss how Proporta can meet your brand or company’s needs.
How to find us Press contact information
For press enquiries please email your request to firstname.lastname@example.org
who will be pleased to hear from you.