Important Customer Information

Prices and Shipping Costs

All prices exclude VAT and exclude shipping costs.

Shipping Information

United Kingdom Shipping Options

Please note that we are able to deliver anywhere in the world direct from the factory.

The packing and delivery services we offer are as follows:

Standard UK (4-7 working days) @ £1.95 per order (including the Isle of Man and The Scottish Islands), Northern Ireland, and British Forces Post Office addresses.

Free Delivery - As per Standard UK, but free for all product orders over £20.00 (including the Isle of Man and The Scottish Islands), Northern Ireland, and British Forces Post Office addresses.

Express UK (1-3 working days) @ £2.95 per order (including the Isle of Man and The Scottish Islands), Northern Ireland, and British Forces Post Office addresses.

Worldwide Delivery - All orders outside the UK are subject to a £5.95 (Europe), £8.95 (Rest of the World) delivery charge. This covers packaging materials and Royal Mail Airmail delivery.

Please ensure that you select the correct shipping method for your country on the Shopping Basket page.

Additional taxes and customs charges are the responsibility of the customer. Customs and import duties are the responsibility of the customer. These charges vary and are charged when your package reaches its destination country. We recommend that customers contact their local customs office for details on how these charges are assessed and applied. Packages that are returned due to unpaid duties and customs will be charged an additional shipping fee.

Please note that our free standard delivery offer is not applicable to international orders.

Sales Agreement

All products, services and prices shown in our online shop are not legally binding. After entering all personal contact information and by clicking the "order now" button on the order confirmation page, the order is considered binding. You will receive order confirmation immediately after the order process has been completed. The sales agreement is valid as soon as the delivery confirmation is sent. If you do not receive confirmation or the actual delivery within two (2) weeks, you are legally no longer bound to your purchase.

Terms and Conditions

All Terms and Conditions are presented on the Terms & Conditions page of this web site and may be downloaded. Order confirmation data will be sent to you after the order processing has been completed.

Returns & Order Cancellation

If a product has been damaged in transit or is faulty, please contact us on 0121 288 1006 within 3 working days of order receipt to arrange a replacement or a refund and return of the faulty item by second class post. In such cases we will refund the postage cost of returning the item and any replacement will be sent with no further P&P charge.

Non Receipt of Order

Delivery times do vary and depend on the postal service to the destination. While there is some limited tracking available for registered airmail, the best option would be to check with your local post office as sometimes notice of attempted delivery may have been misplaced. Please also check with neighbours to see if your parcel has been left with them. We may be able to trace your parcel if it isn't at your local post office, but please note that a full trace will take a minimum of 7 days due to postal requirements. All non delivered orders must be informed within 28 days, after which time mistakes cannot be rectified.

Cancellation of Orders

Except at the busiest time of the year, e.g. Christmas, orders are normally despatched to you within 2 working days of receipt by us. If you wish to cancel BEFORE we have sent goods, you must do so by phone and confirm by email at the same time. If your order has not been sent, it will be cancelled and there will be no charge whatsoever.

If you change your mind and cancel AFTER your order has been sent to you or after receiving the goods the following procedures apply:-

When you receive your order, as per the EU Distance Selling Directive, you have a "cooling off period" of 7 days to return the ordered products if you have changed your mind and wish to cancel. The goods must be returned unused, unopened and in the same condition as they were originally despatched from ProvenLook. We will not accept for exchange or refund any item which has been used or is not in the exact condition in which it was despatched by us

You must contact us by phone to confirm which items are being returned. You will be requested to return the goods by second class post (we recommend you get Proof of Posting) and will be required to pay the cost of returning the goods. There will be no refund of the cost of returning the goods. Any free gifts associated with an item must be returned at the same time. Please return them to the address at the bottom of the page along with a note of your details and the reason for return. Refunds will be made to the original charged account within 14 days of receipt of the returned goods.

These conditions do not affect your statutory rights.

It is always helpful to know why you have changed your mind and cancelled an order.

Please note our current company Terms and Conditions.

Our customer hotline is available on during the week from 9:00 a.m. to 5.30 p.m. at following number: +44 (0)121 288 1006 or by e-mail:info@ProvenLook.com