Delivery & Shipping

Currently, Prop Options EU provides a dedicated shopping space for customers in the EU only. For international orders, please visit propoptions.co.uk or contact us and we will be happy to help! Orders placed via Prop Options EU will be despatched from our warehouse in the Netherlands. 

Will my order be subject to import tax?

No, as Prop Options EU is located in the Netherlands, we're pleased to confirm you won't be charged any additional import fees. 

Delivery Methods

We do our utmost to ensure all products ready to send are despatched the same day, or the next working day when our collections have taken place. 

Delivery Costs

We are pleased to confirm that all orders placed with Prop Options EU are despatched using a fully-tracked service. In general, parcels are sent with Deutsche Post or DPD, but other trackable services may be used dependent on availability in your location. We are pleased to offer two delivery options: 

• Priority EU Delivery (24-48 Hours) - €14.95
• Standard EU Delivery (3-5 Days) - €5.95
  

Please note: Although deliveries may take place on Saturdays, all estimated delivery times exclude weekends and Bank Holidays so please always plan ahead.

Prop Options cannot guarantee that the delivery company will adhere to additional delivery instructions you may include with your order and are not liable for any parcels that are lost or stolen if specific delivery instructions are left for the carrier.

Depending on delivery service, you may also have the option to receive updates via SMS and email, with a range of delivery options open to you. When using this service, you may have the option to leave your delivery in a safe place/leave unattended. Opting for this permits delivery without a person present. Choosing this option is done so at your own risk. Where possible, we strongly advise to accept your delivery in person of via a trusted family member or friend. Prop Options cannot accept responsibility for any missing parcels that are successfully delivered using this method.

Delivery Tracking 

How can I track my delivery?

When your order is despatched, you will receive your tracking information in your email despatch confirmation where you can track your delivery. If you have an online Prop Options account, you can also login to find this information.

How do I know when my order has been despatched?

Once we've despatched your items, we'll send you an email to the email address you used to place the order. Occasionally, we despatch items separately so you may get more than one email. Just so you know, any orders placed over the weekend or on a Bank Holiday will not be dispatched until the next working day.

Delivery Issues

Faulty or damaged product and/or parcel

If you think there is a fault with an item you have received, or your product and/or parcel arrives damaged, please contact us within 24 hours of delivery and we will do our best to work with you to resolve this as quickly as possible. 

Incorrect or missing items in parcel

If you have received an incorrect item, or an item is missing from your order, please contact us within 24 hours of delivery with details of the error. Please remember to include your order number in your message as this will enable us to help you as quickly as possible.  

My order hasn't been delivered

If your order has not been delivered within the estimated timescales for your country, or your tracking states your parcel has been delivered when in fact it hasn't, please contact us as quickly as possible. Remember to include your order number within your message, along with any relevant information, as this will help us to swiftly locate your order and speed up our investigation. Before contacting us, please check with all members of your household, your neighbours, and any safe places, in case your parcel has been delivered there. 

If we are unable to locate your parcel, we will raise the investigation further with our courier and submit a claim for your order. In this instance, we will resend a replacement order, and where a replacement is not possible, offer an alternative or a refund. While making a claim on your behalf, we may require further information from yourselves and our courier may contact you directly to confirm details. Unfortunately, failure to cooperate with this may result in your claim being closed and we will be unable to offer a replacement/refund. 

Please note, if you have signed a signature release form, or stated you're happy for your parcel to be left safe, we are unable to investigate missing parcels any further and our courier will not accept liability for missing parcels. Wherever possible, we recommend accepting delivery of your parcel in person or asking a trusted friend or neighbour to accept on your behalf.