Delivery time
Our aim is for you to receive your products as quickly as possible and we will do our best to deliver to them to you within 2-3 working days (standard) and next working day (courier) within mainland UK. Orders shipped outside of the UK will take between 5-7 working days to reach the destination country, and may involve additional transit time whilst being processed by the couriers responsible for onward delivery in the destination country.
Orders placed after 2:00pm UK time will be dispatched the following business day – if you require a next day delivery please ensure that you place your order before this time.
Whilst we make every effort to guarantee that you receive your products within these time frames occasionally delays within the delivery network can occur (e.g. due to adverse weather conditions, incomplete or inaccurate addresses, customs clearances, seasonal high demand, etc) that are outside of our control.
Please note that "working days" excludes weekends and UK bank holidays, and our business days are Monday – Friday 9:00am - 5:30pm (5:00pm on Fridays).
You will receive an email confirmation within 24 hours of dispatch.
Delivery costs
The delivery cost for each item has been calculated according to weight and size and this amount will be shown when you reach the checkout. Please select the delivery option suitable for your location (UK, Europe or Rest of the World). We normally use the Royal Mail 2-3 day trackable service within the UK. We currently offer free first class delivery for orders over £30. Free shipping is only applicable to mainland UK and it excludes orders over 5kg – where weight limit is exceeded, a delivery charge will be added.
If you order products from our website for delivery internationally (outside of the UK) your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount. You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.
Returns
We hope that you will be delighted with your purchase from Proto-col. However, if you are unhappy with an item for any reason it can be returned to us.
Items must be returned within 30 days if you would like a refund or exchange. The item(s) being returned need to be in perfect condition and in their undamaged, unopened and original packaging. We cannot refund or exchange anything that has been personalised and/or used, unless it is deemed to be faulty.
The above does not apply to the product 'Beauty Collagen' where we are offering a 30 day full refund if you are not happy with the results. You will need to send back the box or boxes with the remaining sachets to our warehouse and a full refund will be processed. This can only be done once per customer.
Return postage, packing insurance and direct costs will be the responsibility of the sender, not Proto-col, and cannot be refunded. Please keep proof of posting to facilitate claims should goods be lost in transit. We endeavour to handle all returns or complaints within 5 working days. Replacements will be sent free of charge if the item is faulty or damaged.