Help & FAQs
- Why did I pay for failure
For your security, every single order goes through a security check. The security check has been put in place due to increased anti credit card fraud procedures and identifies multiple orders within a short space of time. All new orders are checked to ensure they are not fraudulent or a duplicate. If your order fails to complete the security check we will contact you by email or phone to request additional information so that we can validate your order. Please make sure you are supplying the correct billing name/address information so we can deal with your order quickly.
- What payment methods are accepted?
Payment methods available through the website are:
- Visa Debit/ Credit/ Electron
- American Express
- Maestro (only UK issued)
- Solo(only UK issued)
- I received an email saying the name and address details I entered do not match that held by the card issuer, but they are correct?
When we request Pre-Authorisation on your card our bank will check with your card issuer that both the full order value is available and that the name/address details entered match that which they have on file. If there is ANY discrepancy it will be flagged and we will need you to contact us with confirmation of your billing address.
- How can I cancel an order?
You can check the status of your order by logging into your account through the site you ordered from or contacting one of our Customer Service and providing some address or order details.
If your order has not been Dispatched then we will happily cancel the order or an item from the order and provide a refund.
Please note: we cannot cancel items being personalised if the personalisation process has already been started or completed, our customer service team will be able to confirm this.
If your order has been Dispatched then you may cancel and return your parcel, we require goods to be in the same new resalable condition we Dispatched them in, we will then happily refund the value of the goods and the original shipping fee paid.
Please note: you will need to cover the cost of return, if you have a particularly large item or heavy item to return then please contact our Customer Service team who may be able to offer some advice on a good value method of return.
If you paid for an Express delivery service we may only refund the comparative Standard delivery charge.
- When will I be charged?
Following on from the question above, we will capture funds just before stock is ready to be personalised or shipped.
Products and Stock
- How reliable is product availability?
Product availability is updated daily. When you select your required size the availability will appear below, either:
- Available for Immediate Dispatch
- Order Now for Dispatch in ... days
- Pre-Order Now for Dispatch on...
If there is an availability problem with an item displayed as 'Available for Immediate Dispatch,' usually where the number of orders exceeds the current stock level, your confirmation email will advise 'Item currently out of stock' in the item status. We will then contact you to advise on further availability and confirm how you wish to proceed.
- If I Pre-Order an item will I receive the item on the release date?
When you Pre-Order an item a "Pre-Order Now for Dispatch on ..." message will be displayed. This is the anticipated dispatch date from our warehouse based on the delivery schedule advised by the manufacturer. If you have chosen to personalise your Pre-Order item please allow an additional 2 - 3 days for dispatch. We will inform you of any manufacturer delivery delay to Pro:Direct as soon as possible by email and advise the new expected dispatch date.
- Will Pro:Direct re-stock sale items?
Often items will be reduced in price once that line/colour way has been discontinued by the manufacturer. If more stock is due, the date we anticipate being able to dispatch it will be advised when you select the size. If the size required is unavailable you may wish to contact our UK Sales Team who can search our stock database for an alternative bargain.
- How long will items be on sale for?
Usually once an item has been reduced it will remain at the lower price until all the stock is sold, the price may even drop further. Some offers, multi-buy deals and price reductions may only apply for a limited time but the price advertised when the order was placed will be honoured providing stock is available.
- Can personalised items be exchanged?
Once items have been personalised they cannot be exchanged unless faulty so please make sure you order the correct size when purchasing. If you wish to cancel or change an order for a personalised product please CALL our Customer Service Team IMMEDIATELY. Whilst we cannot guarantee that it will be possible for your order to be cancelled or changed we will do our best.
If, however, the product is later deemed to have a fault of manufacture your statutory rights remain unaffected and we will be pleased to offer a refund or exchange.
We will only accept personalised items for return if the personalisation is incorrect from the receipt of order or if the product is faulty.
- The product I received looks different to the image on the website/in the brochure
Whilst every effort is made to ensure that products, prices and colours are correct at the time of pre-selling on our website or the printing of our brochures, we cannot be held responsible for any manufacturer errors or product changes. All product images on our website are as accurate as possible, however due to the inconsistency of monitors and screens, colour tones and shades may not be exact to the product. Please contact our customer service team if you are unhappy with what you have received and we'll do our best to rectify the problem quickly and fairly.