FAQ's

Shipping & Delivery

Q: How long does it take to receive my order?
A: Orders are processed within 0–1 business day. Standard delivery within the UK takes 1–3 business days via Royal Mail. Delivery times may vary slightly due to unforeseen circumstances such as extreme weather or Royal Mail service delays.

Q: Do you offer international shipping?
A: Currently, we only ship within the United Kingdom.

Q: Is shipping free?
A: Yes! All UK orders are eligible for free delivery.

Q: What should I do if my order hasn’t arrived?
A: Please contact us at info@protectedgeservices.co.uk or +44 7400 496970.

Returns & Refunds

Q: What items are eligible for a return?
A: All items are returnable within 30 days of delivery, provided they are unused, unworn, unwashed, with all original tags and packaging intact.

Q: Can I exchange an item?
A: We do not offer exchanges. All approved returns are refunded to your original payment method.

Q: How do I initiate a return?
A: Contact our support team via email or phone. Once approved, you will receive return instructions and a prepaid shipping label. Return shipping is free for eligible items.

Q: When will I receive my refund?
A: After we receive and inspect your return, refunds are typically issued within 7 business days to your original payment method.

Q: Are there any shipping costs for returns?
A: Return shipping is free for eligible items. Original shipping costs are refundable only if the item is defective or incorrect.

Q: What if I received a defective or incorrect item?
A: We will first attempt to provide a replacement. If that’s not possible, a full refund will be issued.

Q: How are gift returns handled?
A: If an item was sent directly to you as a gift, you will receive store credit for the value. If the gift giver received it first, the refund will be issued to the original purchaser.

Q: Can I return an item without authorization?
A: No, all returns require prior authorization and must use the provided prepaid shipping label. Keep proof of postage or tracking for your protection.

Payments & Security

Q: How can I pay for my order?
A: We process all payments through Bankful, a trusted payment provider. Accepted methods include Visa, Mastercard, Discover, American Express, and other major debit/credit cards.

Q: Is it safe to use my card on your store?
A: Yes! Bankful uses industry-standard encryption and PCI DSS-compliant systems. We do not store any payment details on our servers.

Q: When is my payment processed?
A: Payment is authorized immediately when you place an order and captured once your order is confirmed and ready for processing.

Q: What should I do if my payment is declined?
A: Bankful will notify you if payment cannot be processed. You may need to contact Bankful or your card issuer. Orders are only processed once payment is successfully authorized.

Q: How are refunds for canceled or returned orders handled?
A: Refunds are processed according to our Return & Refund Policy and issued to the original payment method via Bankful.

Q: What if my billing information doesn’t match my card?
A: Orders with mismatched or incomplete billing information may be delayed or declined. Ensure your billing details match your card records.

Order Tracking

All orders are delivered through Royal Mail. Once dispatched, you will receive a tracking ID via email. You can track your order directly here:

Track Your Order on Royal Mail

If you have not received your tracking ID or have questions about your order, contact us via email or phone:

Contact Us

If you have any questions, concerns, or need assistance regarding your order, returns, refunds, shipping, or payments, our support team is here to help.

Our team aims to respond quickly and ensure your experience with us is smooth, safe, and satisfactory.