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We are happy to answer any questions that you might have if there is something that you don't understand or if you require more information regarding a particular item.

To contact us click on the "contact us" link on the menu at the foot of any page. Feel free to either telephone, fax or email us. We will respond as quickly as possible.

We also welcome feedback so please give us your impressions of our site.

Buying from outside the UK
For international orders (outside the UK), all import duties and taxes for the goods entering your country are your responsibility to pay, so please find out the applicable rates of your country before ordering.
Delivery costs
We use Royal Mail, Interlink Express and DPD to fulfill orders, based on destination, size and weight. As you proceed through checkout you will be shown the available delivery options calculated for your location and the weight of the order. Our aim is to offer cost-effective delivery and our policy is to subsidise, rather than profit from, postage charges. We are delighted to be able to offer a free delivery option to most mainland UK addresses.

Click here for more details.

Delivery times
Most orders are dispatched within 24-48 hours with the vast majority of orders dispatched the same day, via Royal Mail 48 or Courier services. The ordering process includes you giving us your email details, so if there is any delay expected, we will inform you straight away.

For UK orders, you should normally receive goods within 2-3 working days, but very often you will receive them the next day. We make every effort to deliver goods as quickly as possible, however delays are occasionally inevitable. If the rare circumstance arises whereby we are unable to deliver within our usual delivery time and cannot agree another time with you, you will be offered the opportunity to cancel your order and get a full refund.

As you proceed through checkout, you will be shown the available delivery options, together with estimated delivery times.

Guarantees
Proleno guarantees all items for a period of 12 months from the purchase date - most goods also include a manufacturers warranty (typically 12 months). Our warranty covers all manufacturing defects but does not cover faults arising from poor/improper use. Goods found to be faulty after the initial 30 day period can only be repaired or exchanged for the same product and cannot be refunded.

Zack provides a warranty against manufacturing defects for 2 years. Smedbo products carry a 10-year manufacturers warranty.

Out of stock items
If you order an item that is temporarily out of stock, we will send it to you as soon as new stock arrives although we will contact you as soon as possible to advise you of a delay in dispatch of your ordered item. If you decide to cancel your order before we get more stock just email or telephone us and we will cancel the order, and you will not be charged.

In the extremely unlikely event that we are unable to supply the goods, we will inform you of this as soon as possible. A full refund will be given where you have already paid for the goods.

Payments
The best and most efficient method is online via a 100% secure server. Your card details will be encrypted to give you maximum protection while shopping with us. When you checkout using a credit or debit card via Worldpay you can pay in Euro's, US Dollars, or GB Pounds, and the amount you are shown in these currencies will be the exact amount charged to you. To use this payment method select "Credit or Debit Card" from the drop-down list on the payment options page. You will receive confirmation from Worldpay that your payment has been authorised. You can also choose to pay via Paypal using your Paypal account.

Please note that the payment status will not be updated until your order has been processed by proleno.com.

Although it is completely safe and secure to pay using Worldpay or Paypal, if you would prefer not to make payment online please select "Telephone" from the drop-down list on the payment options page, or you can telephone our office directly as detailed below.

Returns
Everyone at Proleno wants you to be happy with your purchase. If, however, you wish to return your order, please contact us as soon as possible to obtain a returns reference and instructions. You can return it to us in its original condition and packaging within 30 days of receipt for a full refund. We strongly recommend that you use a recorded delivery service since responsibility for the goods remains with you until we have received them. In the unlikely event that goods purchased from us are faulty, we will offer you the choice of a full refund or a replacement item upon receipt by us of the faulty item in its original condition and packaging. In this case we will refund the cost of the return postage. Before returning any items to us, please e-mail us to obtain a return code.
Security
At Proleno the customer always comes first, and this means 100% security for your online transactions. Payments via WorldPay or Paypal are conducted on their secure servers. Proleno does not have access to your card details.

In addition, checkout and account pages on the Proleno website are secured by SSL, encrypting all data exchanged between you and our server. You can check this by looking for 'https' in the address bar of your browser. We use Geotrust to provide our web security - the menu block at the foot of every page shows the Geotrust icon with verification of our security.

VAT
The price shown on our item pages in UK Pounds Sterling and Euros includes VAT whereas the price shown in US Dollars is exclusive of VAT. If VAT is applicable to your order then the VAT element will be shown separately on our checkout page. Orders from the United Kingdom or any European Union country will be liable for VAT on both product and shipping costs. Orders from outside of the European Union for delivery outside of the European Union will not be liable for VAT on products or shipping but will be charged VAT at the appropriate rate if the order is to be delivered to a European Union country.

Where do we deliver?
We can deliver to most countries Worldwide - available destinations will be shown during checkout.

If our system indicates that we cannot deliver to your location please contact us anyway as it may still be possible to arrange shipping for you.