Why can't I choose Royal Mail International shipping services?
Due to border restrictions setup in response to the ongoing COVID-19 pandemic in the United Kingdom, we will not be able to offer Royal Mail shipping services to the following destinations:
(last updated 21.12.20)
Bosnia & Herzegovina
Ukraine - Crimea & Sevastopol
KuwaitCopy this FAQ
What international shipping services are still available?
DHL are still shipping to all countries via Airmail, so DHL Express delivery services will be available for European mainland and International orders.Copy this FAQ
Will my DHL shipment be delayed?
Please be advised that due to increased demand on DHL shipping services, your delivery time may be extended by an additional 3-5 days. You will, however, have full tracking of your parcel.Copy this FAQ
DHL is Expensive, is there anything you can do?
We are happy to offer DHL Express services at a reduced cost and free on all orders over £100 in value to all our affected customers.Copy this FAQ
Lowest Price Guarantee
If you find that your item is being sold by a competitor for less, Proporta will match the price or refund you the difference up to 28 days after purchase. To qualify for the price match refund, the item must be:
• From a like-for-like competitor. Meaning they must have at least an active ecommerce platform, not including individual sellers on eBay, Amazon or any other individual third party, private marketplace listings
• Identical. So the same size, colour, model, make etc.
• In stock, not available to pre-order.
Please note: Price Match requests can be made within 28 days of the original purchase date. Please email email@example.com to make your request.Copy this FAQ
What if the item I've ordered is 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.stion's answerCopy this FAQ
Can I use promotional codes?
Promotion code/s for personalisation 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
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.Copy this FAQ
Where can I find the 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.Copy this FAQ
How can I pay for my order?
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.Copy this FAQ
Do the prices include VAT?
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.htmCopy this FAQ
Do you process payments securely?
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.Copy this FAQ
How can I find my order history?
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.Copy this FAQ
Can I cancel my order?
If you wish to make changes to or cancel your order prior to dispatch please contact our Customer Service team via online chat or email 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.Copy this FAQ
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
United KingdomCopy this FAQ
How quickly will my products be sent after I order them?
We're working hard to stick to our usual delivery times, but due to the current situation with Covid-19 you may experience slight delays with your order.
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.Copy this FAQ
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.
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 £1.95).
This takes between 2-3 working days from the time of dispatch, although we usually find it takes less. We can also send your order by Express Shipping (Royal Mail 1st) if you’d prefer, which only costs, £2.95.
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). 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 7-10 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.
In Western Europe, please allow a maximum of 3-5 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 €2.99 per order.
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.
Standard Worldwide Shipping
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 £3.99/€4.95/$6.99 per order. Please allow 7-10 working days from the time of dispatch for your lovely products to arrive.
Express Tracked Shipping
Express Tracked is a tracked service which is only £4.95
You'll have your order with you in 1-2 working days and you can track it all the way.
Next working day delivery (UK only)
If you can’t wait to get your hands on your order we also offer two next working day delivery options within the UK, for an additional charge - Next Day before 9am (£14.95 inc. VAT), and Next Day guaranteed before 1pm (£8.95 inc. VAT). Simply specify your delivery preference during the order process, but please be aware that your order must be placed before 1.00pm to take advantage of this speedy service.
If placed after 1.00pm on a Friday, we will dispatch your order on Monday for delivery on Tuesday. If Monday just so happens to be a public holiday, we’ll dispatch your order on Tuesday. Regrettably, Next Working 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.
Premium Tracked & Signed (DHL)
Our Premium Shipping is carried via a UPS tracked door-to-door service. This takes 2 working days and you can track your order via http://www.ups.com/tracking/tracking.html
Available: Germany, US, Japan, Canada
* Please note: that prices may vary, depending on destination country.Copy this FAQ
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.Copy this FAQ
Can I decide when my order is delivered?
If you’ve chosen a DHL service, then these include their On Demand Delivery (ODD) service, allowing you to have full control over your delivery. If you are out when a Royal Mail delivery is attempted a card will be left for you to either re-arrange or collect your items. DHL Express customers are provided with an estimated date of delivery within one hour of your order being collected by DHL, and you can choose how you wish to receive your delivery, with options including;
Reschedule for another day
Leave with a neighbour
Leave in a safe place
Deliver to a DHL Service Point (45,000 locations worldwide)
Deliver to an alternate address
Hold until you return from vacationCopy this FAQ
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.
All Proporta orders are dispatched from the UK.
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.Copy this FAQ
Will I incur any tax or duty fees?
When ordering goods from Proporta for delivery outsite of the United Kingdom, you may be subject to import duties and taxes. These are levied once the package reaches your country. Any additional charges for customs clearance must be borne by you. We are sorry, but we have no control over these and cannot predict what they may be.
Customs policies vary widely from country to country, so try giving your local customs office a call for further information. Also, please note that when ordering from Proporta, you are considered the importer of record (owner/purchaser of goods) and therefore must comply with all laws and regulations of the country in which you are receiving the goods.
Your privacy is important to us and we know that you care about how information about your order is used and shared. We would like our international customers and customers dispatching products internationally, to be aware that cross-border deliveries are subject to opening and inspection by customs authorities.
Also, we may communicate information such as order, delivery and product details to our international carriers and such information may be communicated by the carriers to customs authorities. This is to facilitate customs clearance and comply with local laws.Copy this FAQ
Why did you send me a tea bag with my order?
Because we are nice and everyone loves a cuppa tea!Copy this FAQ
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 3pm that day. We will notify you by email when your order has been sent out to you. For orders received after the 3pm 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 via firstname.lastname@example.org and we will do our best to investigate the matter.Copy this FAQ
Returns & Exchanges
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, Greenwich and BRUNSWICK ENGLAND hardware products. So if there is a manufacturing fault or during your first 14 days you're not totally happy, you can return the product to us and we'll exchange it for another one. The Proporta lifetime exchange warranty is designed to cover manufacturing defects and is only valid for the lifetime of the relevant device/phone the product is designed for and is non-exchangeable and non-transferable. In the event that the original product is no longer available, a best match alternative product of similar value for the same device/phone will be offered. To register for your Lifetime Exchange Warranty, visit www.proporta.co.uk/warranty
Note: Proporta's warranty applies to your initial purchase only. The lifetime exchange warranty 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.
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 or wear-and-tear.
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.Copy this FAQ
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 and Jack Wills 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.Copy this FAQ
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.Copy this FAQ
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.Copy this FAQ
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:
If you are outside of the UK, please use the following returns address.
UK, Europe and Rest of the World Returns Address:Proporta Returns
Unit 1 Bridge Industrial Estate
(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.Copy this FAQ
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.Copy this FAQ
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.Copy this FAQ
Last order dates for UK domestic shipments
These were the last order dates for December 2020. Stay tuned for 2021 updates.
Royal Mail 48
Monday 21st December 1PM
Royal Mail Tracked 24
Tuesday 22nd December 1PM
DHL Domestic Express
Wednesday 23rd December 1PM
Royal Mail Special Delivery
Wednesday 23rd December 1PMCopy this FAQ
Last order dates for international shipments
These were the last order dates for December 2020. Stay tuned for 2021 updates.
Royal Mail International Standard
Friday 11th December 1PM
Royal Mail International Tracked
Friday 11th December 1PM
DHL European Express
Monday 14th December 1PM
DHL Worldwide Express
Friday 11th December 1PMCopy this FAQ
My Account & Profile
How to register
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.Copy this FAQ
Update account/personal information
In order to update your personal information, you must first sign into Proporta’s website through the Log In page.
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.Copy this FAQ
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.Copy this FAQ
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.Copy this FAQ
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.Copy this FAQ
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.Copy this FAQ
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.
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.
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.Copy this FAQ
Press contact information
For press enquiries please email your request to firstname.lastname@example.org who will be pleased to hear from you.Copy this FAQ
Caring for your product
Keep your smartphone case protected by taking care to avoid contact with certain substances. Sun cream, fake tan and some cosmetics are known to cause damage to the materials which are used to design phone cases (leather, polyutherane, electroplated casing, soft-feel spray), due to a corrosive element in their ingredients.
For the clever bods out there, the specific ingredients to avoid are: Nano Titanium Dioxide and Oxybenzone. These chemicals are often found in sun cream, as they help to penetrate the top layer of skin, allowing the UV-blocking formula to protect you. Unfortunately, this brilliant product has the opposite effect on leather and other materials.
Don't panic if these substances come in to contact with your phone case - it's natural that cosmetics and moisturisers will naturally rub off on to your case (especially when you consider how often you're holding your phone). What we suggest is that, if you find yourself getting a blob of make-up or sun cream on your phone case, just wipe it off with a damp cloth. We did some tests at Proporta HQ and discovered that it's mainly sun cream that damages the materials in phone cases (both ours and all other brands). Take care to avoid this one the most; cosmetics and moisturisers won't pose as much of a threat to your stylish new cover.Copy this FAQ