Help and support

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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.

All items delivered to a UK address will be sent using the Royal Mail postal service, free of charge if your order is £10 or over. This takes between 3 - 5 working days from the time of dispatch, although we usually find it takes less. We can also send your order by Royal Mail Special Delivery 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.

The United States of America and Canada

Ordering form 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 if the order is over $20 or from $4.95 if your oder is less. 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 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.

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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.
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 Airsure item the whole way, in every instance, or always be able to give you a confirmation of delivery. 

Airsure is available to customers in the following countries: Andorra, Austria, Azores, Balearic Islands, Belgium, Canary Islands, Corsica, Denmark, Faroe Islands, Finland, France, Germany, Iceland, Liechtenstein, Luxembourg, Madeira, Monaco, Netherlands, New Zealand, Norway, Portugal, Republic of Ireland, Slovak Republic, Spain, Spitzbergen, Sweden, Switzerland and 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.

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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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.

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 3pm to take advantage of this speedy service. If placed after 3pm 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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To view the address or print the returns address label, please visit www.proporta.co.uk/static/returns

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 & US only at the moment). We've even got the returns label for you to print off at www.proporta.co.uk/returns

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All Proporta branded hardware products & all Ted Baker, Barbour, Roxy, Quiksilver, Ben Allen, Lalita, BRUNSWICK ENGLAND, NAF NAF Paris, National Gallery and Joules 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 a Proporta branded product is returned within 90 days from the date of dispatch.

Note: All Proporta TurboChargers come under two year warranty from the date of dispatch. Please note that 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.

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All Morfica, Amphibian & Aquapac products come under a 1 year Exchange Warranty & all Batteries comes under a 2 year Exchange Warranty from the date of dispatch. 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.

All personalised products are non refundable. Please ensure all personalised messages are correctly entered as products that have been personalised can only be exchanged or refunded if they are found to be faulty.

All personalised products will take an additional 2 weeks (up to 3 weeks for non-UK destinations) to be dispatched than a standard product.

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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...

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.

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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.

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.

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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.

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.

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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.

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Want to change your password? You can do so without a fuss. Just go to the ‘My account’ section after clicking 'Where's my order?'. Click on the 'Account Information' link, where you can update your password. Sorted.

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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.

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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.

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 hello@proporta.co.uk 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 0845 123 2848 (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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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 0845 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 Ltd
Unit 3 Woodingdean Business Park
Sea View Way
Brighton
BN2 6NX
UNITED KINGDOM

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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: 0845 123 2848

We’re afraid we cannot offer you any technical support on your device.

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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.

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 hello@proporta.co.uk or speak to us on 0845 123 2848 (Monday to Friday, 9am to 5:30pm) and we will be happy to discuss your ordering needs.

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 resellers@proporta.co.uk or speak to us on 0845 123 2848 (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.co.uk with your design requirements or call 0845 123 2848 (Monday to Friday, 9am to 5:30pm) to discuss how Proporta can meet your brand or company’s needs.

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For press enquiries please email your request to jitender@proporta.co.uk who will be pleased to hear from you.

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.co.uk and she'll gladly give you the low down.