Despatch and 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. UK customers can track their delivery either with Royal Mail, or via DHL Express.

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.

Can my order be sent internationally?

Glad you asked, yes it can. We deliver to 120+ countries, delivery times vary. If you need a rush order, please contact us and we will try our best to arrange it. Everything is sent from our workshop and warehouse in Dorset, UK, so please note international customers may be subject to import taxes/customs duties in line with local government guidelines.

Delivery methods

We have a growing catalogue of ready to send products running parallel to our handmade bespoke service. All products ready to send are despatched next working day via your chosen delivery method. Handmade products have a make time guideline on each listing but generally are ready to despatch within 3-5 days - they will be sent via your chosen delivery service once made. For rush orders or special requirements, please contact us.

UK Delivery

Within the UK, deliveries will usually take place between 8am and 6pm and all our delivery methods our fully tracked. If nobody is available when your parcel is delivered and there isn't a safe place to leave the parcel, the delivery driver will leave a calling card with instructions on how to rearrange delivery.You can enter delivery instructions when you're placing your order e.g. "leave with neighbour". However, Prop Options cannot guarantee that the delivery company will adhere to these instructions, and are not liable for any parcels that are lost or stolen if specific delivery instructions are left for the carrier.

Although Royal Mail and some carriers deliver on Saturdays, all estimated delivery times exclude weekends and Bank Holidays so please always plan ahead. If you would like an accurate timescale or require your order urgently, please don't hesitate to get in touch. 

International Delivery

We ship globally with the majority of orders being despatched via our services with Royal Mail or DHL Express. Orders to the US and Canada can arrive in as little as 2-3 business days, while other international locations take on average 3-5 business days. Please note, delivery times vary depending on your address and are for guidance only. While we do out utmost to ensure a swift and smooth delivery, Prop Options is not responsible for any delays to your shipment which may occur in transit. 

If you need to expedite your order, please contact us and we will try our best to arrange

We use a premium shipping service and as with our UK parcels, this is fully trackable at each stage of your journey. Depending on the size of your order and your selection at checkout, our despatch team will choose the service that we believe is most optimised for your delivery. 

If sent via DHL Express you will experience the same service from our door to yours. You will also have the option to receive updates via SMS and email, with a range of delivery options open to you. Please visit your local DHL Express website to find out more. 

Please note: DHL On Demand delivery provides the option to leave your delivery in a safe place/leave unattended. Opting for this permits delivery without a signature or 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.

Free UK Delivery T&C's

We are pleased to offer free standard UK delivery across our store for all qualifying orders over £75 and free express UK delivery on qualifying orders over £125. Unfortunately, due to the logistics with our couriers, it is not possible to offer free delivery to offshore locations. In these locations standard shipping rates apply and will be calculated at checkout. 

Custom/Pre-Order Delivery T&C's

When an order consisting of multiple items contains a custom or pre-order product, the entire order will be shipped together once your custom or pre-order product is available for despatch. If you require your order products sooner, please get it touch and we'll be happy to help. 

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.