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, Maestro, AMEX, Diners Club, Apple Pay, Google Pay and Paypal payments on the checkout pages of our website. 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 that 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 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 use Royal Mail for the vast majority of both our domestic and international deliveries. Once your item(s) has been dispatched we will send you a Shipping Confirmation email containing the tracking details for your parcel. Please note that all packages will need to be signed for. 

Details of the costs and methods of delivery available can be found below:

UK Delivery

Standard UK delivery usually takes 2-5 working days from order to arrival. UK standard delivery costs £5.00.

Next Day UK next day delivery is available for a charge of £10.00. If the order is accepted before 1.00pm the order will be dispatched on the same day. Orders accepted after 1.00pm will be dispatched the following day. Please note that Next Day delivery applies to working days so in the case of an order being dispatched on a Friday the item will be delivered on the following Monday.

Please note that no order can be dispatched on a Saturday, Sunday or Bank Holiday. Any orders received on these days will be dispatched on the next working day in the case of Next Day deliveries and as soon as possible in the case of standard deliveries. 

International Delivery

Profile Fashion delivers internationally across all continents. Fixed shipping rates have already been set up for most countries. These rates can be found by processing your order through our checkout facility and selecting the appropriate country. Please note that for some larger, heavier or more valuable items there may be an additional postal charge for some destinations. We will contact you before completing your order if any additional postage charge applies to your order.

If the country that you want your item posted to does not have a fixed shipping rate available please contact us and we will send you a shipping quote. Please note that certain countries may require an additional payment of duties and taxes before delivery can be completed. 

We will ensure that the shipping costs for your item(s) are covered by your shipping payment but any additional Duties and Taxes charges levied by Customs are to be met by the customer (including any Custom's charges levied on non-faulty returns).

It is also vital that you provide us with your correct contact email and telephone details when you checkout on our site so that Profile Fashion, Royal Mail and/or Customs can contact you if required.

Please note that some international transactions (including refunds) may be subject to a currency conversion charge levied by the processing bank and that this charge shall be the responsibility of the customer.

If you have any specific queries regarding UK or International deliveries please contact us on (+44) 1273 727 022 or by sending an email to: headoffice@profilefashion.com 

 

Currency Conversions

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 obtain a Returns Code by:

emailing us at: headoffice@profilefashion.com

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 and 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 Office Returns, 25 Ship Street, Brighton, BN1 1AD United Kingdom.

It is advisable to send returned items by registered tracked post or courier and to keep your proof of postage certificate as we cannot be held responsible for returns which are lost or damaged in transit. Please note that postal costs for returned goods (including any applicable Customs charges) are the customer’s responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods.

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