Delivery and Returns
The dispatch for all ProLatex Ltd. orders is handled by the shipping department of Latexa GmbH in Northern Germany. ProLatex Ltd. is based in the United Kingdom but delivers also to other countries, primarily within the EU as well as to Switzerland.
The costs for shipping are not included in the prices featured online. The following chart is showing the applicable shipping charges (to be added to your order):
| Order Value: | United Kingdom | Europe | Overseas (Air) |
|---|---|---|---|
| £1 - £150 | £ 5 | £ 10 | £ 20 |
| £151 - £300 | £ 10 | £ 15 | £ 30 |
| £301 - £500 | £ 15 | £ 25 | £ 40 |
| £501 + | £ 25 | £ 35 | £ 50 |
All purchases have to be prepaid before delivery can be processed.
The articles will be securely packed and sent in plain packaging to assure discretion. Deliveries will be made via DHL (ground service) directly to the client’s address as provided with the order.
Delivery Timetable
If the ordered items are on stock in the warehouse of Latexa GmbH, our clients can expect dispatch within seven to ten days for delivery within the EU and about 2 weeks for shipments overseas.
For items to be manufactured at Latexa’s production facility, please allow 28 to 35 days within the EU and about 6 weeks for dispatch to other countries. The indicated time frames are guidelines and relate to the wide range of styles, sizes and colours we are offering.
Returns & Exchange
Please inform us immediately of any faulty or damaged garments to be returned for repair or replacement. It is the client’s responsibility to notify ProLatex Ltd. within 48 hours of receiving the goods of any problems with the delivery. Manufacturing defects will be rectified at our own cost, but we will not be held responsible for any damages caused by misuse or poor care of delivered articles.
Please check our charts for correct sizes and colours before sending your order. You may still exchange an item for a different size at no extra cost except for postage charges. Returns can only be accepted for new items without any signs of wear and in the original packaging within seven days of delivery.
All return have to be sent to the ProLatex office in the UK:
52a Elm Park Road, London, N21 2HS – NOT to the Latexa GmbH warehouse in Germany. If you are returning items from outside the EU, please ensure that you clearly mark on the customs declaration that items contained in the package are returns to the retailer to prevent the package from incurring customs charges.
Refund Policy
If a defective product is returned according to the stipulated rules and can not be repaired or replaced, ProLatex Ltd. guarantees a full refund within 14 days of receiving the article by return mail. Please remember that refunds can only be given on items returned to us within 7 days of purchase.
Clients have the right to cancel any order without giving a reason within 7 days of purchase. After deduction of a 20% charge to cover administrative and production costs, the remaining balance will be refunded within 14 days of receiving the cancellation notice. If you have any further questions regarding our refund policy, feel free to communicate with us via telephone or email.