FREQUENTLY ASKED QUESTIONS
How can I contact you?
Please use the following contact form to contact us.
We aim to reply to emails within one working day. You can also call us on:
01273 727022 between the hours of 9.00 am to 6.00 pm (UK time) Monday to Friday.
What payment methods does Profile Fashion accept?
We accept Visa, Mastercard, Cirrus, Amex, SagePay & Paypal payments on the checkout pages of our website and we are also able to accept direct bank transfers. If you would like to pay by direct bank transfer please contact us for the details you will need. We are sorry to say that for security reasons we are not currently able to accept payments over the telephone.
Do I need an account to place an order online?
No. You can either set up an account with us or use a guest account on our website in order to place an order. Setting up an account is easy and you can do this while placing an order. Having an account will also enable you to store your shipping information, track past orders and build a wish list. Alternatively you can use a guest account which is an option available on our checkout pages.
How will I know you have received my order?
After you have placed your order you will receive an Order Confirmation e-mail from us confirming your order has been placed. This does not guarantee that we have accepted your order. After the transaction has been authorised by our Card Authorisation company (including the verification of the delivery address) and your item(s) has been located we will accept the order and confirm the dispatch of your item(s). Should any item(s) on your order not be available in stock we will inform you as soon as possible and offer you a replacement item or a refund of your payment for the item(s). We will not substitute any item for another without your consent.
When will I receive my order?
We uses Royal Mail for the majority of deliveries and we aim to despatch all orders within one working day of receiving payment. Standard UK delivery usually takes 2-3 working days and will need to be signed for. Other delivery options (including international deliveries) are also available subject to additional charges. When your order is dispatched a Shipping Confirmation email will be sent out to you containing a tracking number which you can use to track the progress of your delivery online.
What delivery options are available?
Standard delivery within the UK is £3.50 and takes 1-5 working days.
Next Day UK delivery is also available at £10.00. Any order with Next Day delivery placed before 2.30 pm will be dispatched the same day for next (working) day delivery. If an order is placed after 2.30 pm the order will be dispatched on the following working day.
Saturday UK delivery is also available at £20.00. If this option is selected we will ensure your delivery will be on the next available Saturday regardless of the day the order was placed.
Please note that orders received on Saturday, Sunday and Bank Holidays cannot be dispatched until the next working day (typically Monday or Tuesday). On Sundays and Bank Holidays there are no deliveries available and orders normally due to be delivered on these days will be delivered the following working day.
How much does shipping cost?
Standard UK delivery is £3.50.
Next Day UK delivery costs £10.00. Orders must be received before 2.30 pm to ensure Next Day delivery.
Saturday UK delivery costs £20.00 and items will be delivered on the Saturday following the order.
International delivery costs vary from country to country. At the checkout stage please select a 'quote' for the country to which you would like your parcel delivered. International delivery prices start at £10.00 GBP.
The international currency conversions on our site are calculated daily by a web service. The base currency our website uses is GBP (£). All currency conversions are indicative only and are aimed at helping our international customers relate to the prices on our site. The exact currency exchange rate will be set by your issuing bank.
Is my personal information kept private?
Profile Fashion takes the security of customer information very seriously and employs strict security measures to ensure the safe handling of your data. We do not at any time disclose any customer information to third parties.
What if an item is out of stock?
All items are subject to availability. If the item(s) that you order is not in stock, is subject to a delay or the price of the item is higher than that shown on your order we will try to contact you at the e-mail address you provided when you placed the order. If we cannot contact you or we receive no response to our e-mail we will refund your payment for the unavailable item. In the event that you have ordered several items from us we will refund the item that is unavailable and continue to process the remaining items in your order. We will not supply a substitute product without your express authority. Once an item is found to be unavailable it will be taken off the website at the earliest opportunity.
How do I return an unwanted item?
All orders will have a Returns Form included. The item needs to be returned along with the completed Returns Form within 14 days of receiving the item in order to receive an exchange or refund.
Before you return an item(s) you must notify us within 48 hours of receiving the item(s) and obtain a Returns Code by:
emailing us at: firstname.lastname@example.org
Any product returned to us must be in its original condition with all original tags still attached. Any packaging materials (such as dust covers) related to the item must also be returned with the item. If an item is returned without the original tags or packaging (or if we have any reason to believe the item has been used) we will be unable to accept the item will send it back to you.
In the case of refunds we will credit you via the card (or account) that you originally used to make your payment to us (minus any postage costs) as quickly as possible. This will usually be within 1-3 working days of receiving the return (although please note that it may take longer than this to show on your statement).
Please send all returns to:
Profile, 3 Dukes Lane, Brighton, East Sussex, BN1 1BG.
It is advisable to send returned items by registered post and keep your proof of postage as we cannot be held responsible for returned goods lost or damaged in transit. Please note that postal costs for returned goods are the customers responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods.