FREQUENTLY ASKED QUESTIONS
General Questions
Where are you based?
Prop Options HQ is located in Poole, Dorset on the South Coast of England.
Can I expedite my order?
While we aim to dispatch orders as quickly as possible, if you would like to expedite your order please get in touch with us prior to ordering and we will do our best to assist you.
Can I shop in a different currency?
Yes! At the very bottom of our website page there is an option for you to change the currency on our shop. This will display all prices, as well as your shop basket, in your chosen currency.
Can I add something to an order I’ve already placed?
We aim to dispatch orders as quickly as possible. Please get in touch if you would like to add to your order and providing it hasn’t been dispatched, we will do our best to assist!
Do you have any discount codes?
Yes! To make sure you don’t miss our future promotions, be sure to sign up to our mailing list to be the first to receive them.
What payment options are available, and do you offer payment plan?
We accept all major debit and credit cards, along with Apple Pay and PayPal. You can also purchase using services from Klarna and Clearpay.
How do I use my Gift card?
To redeem your Gift card, please enter your unique code in the gift card/discount code box at checkout.
What are Prop Points?
Prop Points are one of the benefits included in our loyalty program. You can earn Prop Points with every order and redeem these for money off future orders. You can sign up to our loyalty program by creating an account.
How can I write a review?
Thank you! You can leave a review by visiting the product page on our website. Alternatively, you can leave a review on Google here.
What materials do you use?
Our products are crafted using a range of premium, industry-approved materials including stainless steel, acrylic and sustainably sourced wood.
How do I clean the products?
When caring for and cleaning your products, please use warm soapy water and wipe clean only. Abrasive cloths and detergents should not be used, and our products are not suitable for the dishwasher.
What does ‘Powder-coated finish’ mean?
Many of our stands and separators are available in a range of powder-coated finishes such as champagne gold and gloss black. To achieve this, they go through a powder-coating process which applies a high quality, durable and food safe finish.
Do I need to dowel my cake?
When using real cake tiers, we recommend using sufficient dowelling to support the weight of your separator and tiers.
How do I receive all the latest info and products from Prop Options?
Good news! You can sign up to our email to keep up to date with all the latest products, information and discounts from the world of Prop Options.
Postage & Packaging
How are your products packaged?
We take great care in ensuring our products are securely packaged and wherever possible, we use eco-friendly materials such as clean, recycled cardboard and brown paper packaging tape.
What are my shipping options?
We always aim to use a reliable and fully tracked shipping service for our domestic and international customers where possible. Currently, we ship all UK parcels with Royal Mail, and international parcels with DHL Express! If you would like to upgrade your courier service, please get in touch with us for a personalised quote.
How do I get free shipping?
We are pleased to offer free standard shipping on UK orders over £75* and free express shipping on UK orders over £125*. We also offer free courier delivery on qualifying orders over £150*.
Can I click and collect?
Yes! We offer a free Click and Collect service from Prop Options HQ by prior arrangement. Please select Click and Collect at checkout and we will be in touch when your order is ready for collection.
Do you ship internationally?
Yes, we do! We’re proud to send our products to customers around the globe.
How much does shipping cost?
We offer free UK standard delivery on orders over £75*. For orders under £75, a £3.95 P&P charge will be applied at checkout. UK orders over £125* benefit from free express delivery. Qualifying orders over £150 will be eligible for free courier delivery.
International postage varies depending on location and will be calculated at checkout. If you would like a tailored postage quote prior to purchase, please get in touch with us.
Will I be charged import/customs duties?
International customers may be subject to import taxes/customs duties in line with local government guidelines. I’m afraid these charges are beyond our control and it is the purchasers responsibility to settle any taxes with their local authority. Please consult with your country’s government guidelines for accurate information on customs charges relevant to you.
Can I ship to a PO Box?
Unfortunately, our domestic and international couriers do not deliver to PO BOX addresses. Please use a standard residential or commercial address.
How do I track my order?
You can track the progress of your order and shipment in the Orders section of your customer account on our website. If you do not have an account with us, you can track your order by clicking on the tracking link in your confirmation and despatch emails.
Can I return my order?
If you wish to return your order, please get in touch with us within 24 hours of receiving your product. You can find more information on our returns policy here.