Frequently Asked Questions
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Proporta prides itself on its outstanding customer service and always strives to solve any queries that you may have wherever possible.
However, before you go to the trouble of contacting us please check out our Frequently Asked Questions where you’ll probably find most answers in seconds. |
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Shopping
- How to Shop Online - Search for Accessories for your Device - Proporta’s Repair Service - Item Availability/Out of Stock - Promotion Codes and Special Offers - Privacy Policy - Terms and Conditions Ordering - Order Processing - Payment Options - Payment Processing and Security - Pricing - Order History - Order Cancellations - Privacy Policy Delivery and Returns - Where is my Order? - What Delivery Options do you Offer? o Standard Worldwide Delivery o Airsure Delivery o International Signed For Delivery o Next Day Delivery (UK only) - Why did you send me a tea bag with my order? - Delivery Rules and Restrictions - Returns and Exchanges o Proporta Branded Products o Software o Non-Proporta Branded Products o Refunding Shipping Costs - The Returns Process - Defective Items Your Account and Profile - How to Register - Update Account/Personal Information - Forgot your Password? - Unsubscribe to Newsletter Proporta - Do you have a Reseller or Distributor near me? - Sales and Contact Information - Proporta Affiliates Scheme - Corporate Contact Information - Press Contact Information - Recruitment information - How to find us - YouTube |
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Shopping with Proporta is easy, convenient, and secure
In order to shop online you will need to register as a new customer. All of the personal information you provide will be held in accordance with our Privacy Policy and means we'll make sure that no-one, other than yourself, can access your account or view your financial details. We also understand that junk mail can be really annoying so promise not to pass on your email address, home address or any other details to anyone. Step 1: The first thing that you’ll see when you visit our website is our welcoming homepage. The two main ways to begin shopping online with Proporta is to either enter the name of the product/device that you’re looking for in the search box, or to select your device from the list on the left-hand-side of the page. You will then be redirected to another page which will display all the products Proporta currently offer for your device. The type of product you’re looking for (i.e. cables, power, and cases) can be easily navigated by using the different category tabs, which can be found at the top of the screen. Step 2: Once you have decided on which wonderful product you would like to buy, click the “add to cart” button. From here you will be able to review your basket and follow the instructions on the screen to proceed with your order. You also have the option here to go “back to shop” and add more products as you wish. Step 3: If you haven’t already logged into your account, you will be required to do so at this next step. If you are not yet registered as Proporta customer please follow the on-screen instructions to register your details. If you’ve ordered with Proporta in the past (you lucky thing) please log into your account by entering your email address and password. Step 4: You should by now have been directed to the order checkout stage. If this is the first time you’re shopping with us, please complete the fields required for us to ship your order to you. We like to make life as easy as possible for our customers, so once you are registered with us you won’t need to enter these details again unless they need updating. Please remember to double-check that we have the correct delivery address for you, and also don’t forget to tell us how you heard about Proporta. If you have a Promotional code please enter it in the appropriate field. The price will be re-calculated automatically. Step 5: Here’s where we’ll ask you to choose by which method you’d like us to send your order, and to accept our terms and conditions. Although we know that the legal stuff can sometimes be a bit boring, our terms and conditions are what you are agreeing to when you place an order with Proporta, so it’s important that you do read them in full - we’ve tried to keep them as informative, but jargon-free as possible. Step 6: Next you will be asked to enter your payment details. If you’ve shopped with us before, you can select the same card that you have used previously or alternatively enter a completely new card. If you’d prefer to pay by bank transfer you may also select this option here – please note that by using the bank transfer payment function your order will not be shipped until we receive your payment. Once you select FINISH on this page your order will be completed. Although we will email you the details of your order, it is advisable that you make a note of your order reference number should you need to contact us. Back to top of page |
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There are two ways in which you can search for accessories for your device on our website:
1) If you’d like to see a list of all the accessories that Proporta make for your device (trust us, there should be quite a few!) then select your device from the column listed down the left-hand-side of the homepage. Once you have done this, you will then be redirected to another page which will display all the products Proporta currently offer for your device. The type of product you’re looking for (i.e. cables, power, and cases) can be easily navigated by using the different category tabs, which can be found at the top of the screen. 2) Alternatively, enter the name of the product that you are looking for (if you know it) in the search section in the top left corner of the homepage. If you’ve done your research and know the product’s SKU code, you can also enter this into the search box. Back to top of page |
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Because we know how frustrating it can be when your device’s screen gets broken, your battery no longer holds charge, or even worse… it stops working completely, Proporta offer a complete device repair service.
In order to take advantage of this service, you will need to purchase a Proporta Rapid Repair Service Kit for a fee of just £10 +VAT. This includes a case to keep your device safe and secure whilst in transit, a postage paid Royal Mail special delivery envelope, a repairs request form to be completed by you, and an information sheet outlining the full repairs process. As soon as your device has been inspected, a member of the repair team will contact you. They will give you an accurate repair cost and a timescale for getting your device back to you. They will then go ahead with your repair as agreed. Once the repair is complete and it has passed through the rigorous testing procedures, you will be contacted. Payment for your repair will be collected and insured delivery back to you will be arranged. Repairs are normally completed within 10-14 days and the service is currently only available to customers based in the UK. Please be aware that customer units submitted for diagnostics that remain uncollected or have an outstanding return shipping fee, will be stored for a maximum of 6 months. For each completed week that passes a storage cost of £2.50 will apply. Once the storage cost exceeds the value of the damaged / faulty unit or after 6 months have elapsed the units will be disposed of. For a full list of devices that we are able to repair, please click here |
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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. 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.
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Proporta likes to reward its customers from time to time by sending you 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.
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Proporta is committed to your security and privacy. We understand that when you shop online, you want to know that your name, address, credit card details and any other information you give us is kept safe and secure, and we promise to do that.
Proporta's total commitment to customer service means we'll make sure that no-one, other than yourself, can access your account or view your financial details. We also understand that junk mail can be really annoying so promise not to pass on your email address, home address or any other details to anyone. Back to top of page |
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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.
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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. Back to top of page |
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Proporta is both happy and grateful to accept payment using the following credit/debit cards:
- JCB/JCL - Visa - Mastercard - Maestro (not available for Euro payments) - American Express If you do not have any of the cards listed above, we can also offer you the option to pay by direct bank transfer. When using the bank transfer option, please be aware that we will not be able to process your order until the funds have been cleared. We also ask you to ensure that you use the OrderID as the payment reference, so as not to slow the process system down at all. Important Information: We are unable to send out any parts of an order that have been underpaid either through error or as a result of charges deducted by one or other bank. By opting to pay by BACs (bank transfer) you are responsible for covering all charges that this payment incurs: this includes charges made both by your own bank and the receiving bank. Back to top of page |
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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.
Proporta likes to carry out additional security checks to make doubly sure that an order has been placed by the rightful card holder. If you think your credit or debit card has been used fraudulently, we advise that you notify your card provider immediately, in accordance with its reporting rules and procedures. For information on how we handle any personal information you provide us with, please read our Privacy Policy. 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. Back to top of page |
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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.
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VAT matters for EU countries
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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 Back to top of page |
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If you are a registered Proporta customer, you may check the status of your most recent orders by visiting the Order Tracking page. This is the easiest and fastest way to get the most current information regarding your order.
Click on "Home” to view the status of your most recent order and a summary or your order history. You may also update your Profile, Billing and Delivery information here for your future orders. For a full list of our possible order statuses and their corresponding descriptions, please click here. If you notice any problems with your order, please contact our Customer Services team by email orders@proporta.com or on +44 (0)845 123 2848 with your order number and email address. Back to top of page |
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If you wish to make changes to or cancel your order prior to dispatch please call our Customer Services team on +44 (0)845 123 2848 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 within 2 working days. 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. Back to top of page |
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Proporta's total commitment to customer service means we'll make sure that no-one, other than yourself, can access your account or view your financial details. For further information please consult our Privacy Policy.
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To check the status of your most recent order, simply login to Proporta’s website and click on the Order Tracking page. This is the easiest and fastest way to get the most current information regarding your order.
If you 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. |
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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 of 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. |
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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. The United States of America and Canada Ordering from the US? 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 Airsure if you’d prefer, but we will have to charge you a little extra. 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 6-10 working days between your products leaving our arms and landing in yours, although delivery is usually a bit 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 Airsure if you’d prefer, but we will have to charge you a little extra.
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We also offer Airsure 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. You can track your item here by following this link 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 Airsure item the whole way, in every instance, or always be able to give you a confirmation of delivery. |
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As we like to spoil you for choice, we also offer an International Signed For 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/€9.25/$11.95. What’s more, we are assured by the Royal Mail that the International Signed For Delivery option is available for our customers just about everywhere in the world. |
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If you can’t wait to get your hands on your order we also offer two next day delivery options within the UK, for an additional charge - Next Day before 9am (£11.75 inc. VAT), and Next Day guaranteed before 4pm (£10.00 inc. VAT). Simply specify your delivery preference during the order process, but please be aware that your order must be placed before 2pm to take advantage of this speedy service. If placed after 2pm on a Friday, including over the weekend, we will dispatch your order on Monday for delivery on Tuesday, and if Monday just so happens to be a public holiday, we’ll dispatch your order on Tuesday. Regrettably, Next Day delivery options are not available for delivery addresses to Northern Ireland (we think it’s something to do with the Postie not being able to swim fast enough). Proporta will not be culpable for any delays or strikes held on Royal Mail's behalf. If such an occurance arises the best we can offer is a refund for the extra shipping charge, resulting in you only paying the standard worldwide shipping charge. |
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Because we are nice and everyone loves a cuppa tea! |
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Although we work our socks off to get your order to you as quickly as possible, orders can only be processed and shipped out on working days (Monday through Friday, excluding bank holidays). We aim to send all products within two working days and we will notify you by email when your order has been sent out to you. If you have ordered using the Next Day before 9am or the Next Day Delivery option (UK only), your order will be shipped on the same day that it was placed. Please be aware that your order must be placed before 2pm to take advantage of this speedy service. If placed after 2pm on a Friday, including over the weekend, we will dispatch your order on Monday for delivery on Tuesday, and if Monday just so happens to be a public holiday, we’ll dispatch your order on Tuesday. Regrettably, Next Day delivery options are not available for delivery addresses to Northern Ireland (we think it’s something to do with the Postie not being able to swim fast enough). 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) 845 123 2848 (Monday to Friday, 9am to 5:30pm GMT) and we will do our best to investigate into the matter. |
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Having bought many things online ourselves, we know how irritating it can sometimes be when trying to return an item. Proporta has learnt from this experience and therefore tries to make yours as pain free as possible by offering a never-argue, money back guarantee on all our Proporta-branded hardware products. We hope you never have to, but if for any reason or no reason at all you would like to return your product/s to us, please feel free to contact us and we’ll do our best to help.
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All Proporta branded hardware products come with a Lifetime Exchange Warranty 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. We can provide you with a refund if the product is returned within 90 days from the date of dispatch. This excludes batteries or products that contain a battery and have a natural shelf-life. |
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All of Proporta’s software applications are available on a “try before you buy” basis, so feel free to have a play around before you make your purchase. This may be extra useful to you as Proporta Software isn’t covered by the refund or exchange offer.
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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 an exchange or refund for the price that you paid for the item.
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Although we offer a no fuss money back guarantee on all Proporta branded products, shipping costs fall under a different policy... |
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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:
UK, Europe and Rest of the World Returns Address: Proporta.com - Returns Department Unit 3 Woodingdean Business Park Sea View Way Brighton BN2 6NX UNITED KINGDOM. US Only Returns Address: Proporta.com USA, 2120 Sheepshead Drive Naples FL 34102 USA (This returns policy does not affect your statutory rights.) |
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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. |
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To shop online with Proporta, we ask you to register your details by visiting our simple to use, Log In page. All of the personal information you provide will be kept safe from prying eyes, in accordance with our Privacy Policy. |
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In order to update your personal information, you must first sign into Proporta’s website through the Log In page. |
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All of your account details are protected by a password which you are asked to create when you sign up to Proporta’s site. We ask that you keep your password and account details confidential to prevent any misuse of your details. Forgotten your password? Back to top of page |
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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. |
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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 £2.95 (€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 +44 (0) 845 123 2848 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. Proporta.com Ltd |
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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: +44 (0) 845 123 2848 We’re afraid we cannot offer you any technical support on your device. In order to send you in the right direction, we have compiled a list of manufacturers here and added a link to their own customer support pages who should be able to help you solve any problems you are experiencing. Alternatively, UK customers may be interested to contact Profo Ltd. on 08707 554 454 or visit www.profo.co.uk
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Proporta operate a successful Affiliates scheme that is simple to set up and offers attractive rates of commission and full transparency on reporting. Visit Affiliates Scheme for more information. |
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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. 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 contact our sales team on +44 (0) 845 123 2848 (Monday to Friday, 9am to 5:30pm GMT) who’ll be pleased 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 +44 (0) 845 123 2848 (Monday to Friday, 9am to 5:30pm GMT) to discuss how Proporta can meet your brand or company’s needs. |
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For press enquiries please contact Nick on +44 (0) 845 123 2848 or email your request to nickh@proporta.com who will be pleased to hear from you. |
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Proporta isn't a conventional company. We don't intend to become one. Although we're focused on smart business practices and passionate about expanding our services for clients and customers worldwide, we strive to retain our small company feel. If you're interested in becoming a member of the team, please contact Debbie: debbie@proporta.com and she'll gladly give you the low down. |
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