FAQs

How do I track my order?

You will receive an email upon dispatch which includes a link to track your order. Please be aware that there may be a delay between this email and your order being available for tracking.

When can I expect my order to be delivered?

Our couriers are working hard to ensure that all orders are delivered on time. Please check your tracking link for regular updates on your delivery.

Do you deliver to Highland and Islands?

Please get in touch by calling 0151 479 3030 if you are unsure if we can deliver to you, we can do delivery prices on application.

What if I want to return an item?

We hope this won’t be the case, but if you do we’ll need some information. Please contact our team by emailing customer.services@profile-education.co.uk, please include:

your email address or phone number
your order number
reason for the return e.g, faulty, damaged, changed your mind

a member of our customer service team will be in touch within 3-5 working days.
If you have changed your mind and no longer want the item or items you have purchased, you will have to pay for the item to be sent back to us.
The item must be unused, unassembled, in its original condition and packaging with all materials.
We recommend using a tracked service. If using your own carrier and the item arrives at our warehouse damaged, we are unable to accept the goods/return and a refund will not be issued.
Alternatively, we can arrange a collection from you but charges do apply.
Please click here to read our full Returns & Refund Policy

I have completed a return, when will I get a reply/update?

If you do not receive an update from us within 3-5 working days of the delivery date to our warehouse, please get in touch and advise the following:

Your order number.
Tracking Reference (This only applies if you have arranged the shipment yourself)

There is an issue with my product how do I resolve this?

Please email customer.services@profile-education.co.uk If a part can be replaced, we will do this as quickly as possible.
If you’re missing a piece or have received a damaged part, please email customer.services@profile-education.co.uk and we will be happy to help you.
We’ll need some information about the product so if you are contacting our team by email, please include (where applicable):

images of the packaging codes/references and any damage
missing part number/reference
your order number
your contact details

I bought your product on another website is there anything you can do?

The best thing to do, is to contact the company who you purchased the item from, as you entered into a contract with them.

My parcel is shown as having been delivered but I have not received it.

Contact our customer service team on customer.services@profile-education.co.uk please include your order number and tracking number and our team will look into this for you.

Can I request a specific delivery date/ time when I place my order?

If your order has already been despatched, you can follow your tracking link and the carrier will provide options for you to alter your delivery if you won’t be home.
For orders with an installed options, a mutually agreed delivery date will be agreed once the installation form has been completed.

What if the delivery date has passed and I still don’t have my order?

Please check your tracking and if no update available please contact our customer service team on customer.services@profile-education.co.uk please include your order number and our team will look into this for you.

I’ve made a mistake on my address what do I do?

Please contact our customer service team on customer.services@profile-education.co.uk, who will assist you, please include your order number. Please be aware that redirection charges may apply.

The product I want to buy is out of stock, what can I do?

You can sign up to our back in stock emails. As soon as the item is back in stock you will get an email to notify you. To sign up for back in stock emails, visit the page of the product you want and there will be a box for you to enter your email.

Alternatively, please email our team at customer.services@profile-education.co.uk and they will look at what they can do for you, please have the product SKU/reference to hand.

What is the best way to get in touch with Customer Service?
You can contact our customer service on customer.services@profile-education.co.uk. Our customer service team will investigate your query and be in touch as promptly as possible. Our team aims for within 48 hours, please be aware that it may be slightly longer during peak times (July - October).

Our team is available Monday- Friday 8:45am – 5:15pm

Excluding public bank holidays.

You can reach our Customer Service Team on 0151 479 3030

How can I see your catalogue?

You can view our e-catalogue here.