Q1) CAN I ORDER BY FAX / EMAIL?
A1: We will now NOT except orders by fax/email, this due to the obvious security issues with supplying personal details in this manor. We will certainly except initial enquiries this way, but the final ordering must be processed on our secure website or over the phone with a member of our sales team!

Q2) CAN I ADD ITEMS TO MY ORDER?
A2: In general once an order has been placed and payment validated the order cannot be changed or items added. You will need to order separately, or cancel the current order and place another one!

Q3) IS MONEY WITHDRAWN DIRECTLY AFTER I PLACE THE ORDER?
A3: Your details will go through a quick security check directly after the order is placed, your account will be charged when the items are dispatched or personalised..

Q4) WHAT PAYMENT METHODS ARE AVAILABLE?
A4: Payment methods available on internet orders are:

Visa Credit/Visa Debit/Electron/Mastercard/American Express/Switch / Maestro/Solo

Cheque or Postal order is accepted, but orders should be placed by phone with our sales team they will provide you with an order number to send with your payment. The order will not be processed until payment is received.

Q5) WHAT HAPPENS IF THE PRODUCT I ORDERED IS NOT IN STOCK?
A5: We will inform you via email or by telephone with an indication of the availability date. If this situation occurs we will dispatch your order as soon as we receive the product!

Q6) WHAT IS THE SECURITY CHECK?
A6: For your security every single order goes through a security check. In the case of  your details failing this check you will be contacted by email/phone and asked for some alternate or additional information so that we can validate your order. Please make sure you are supplying correct billing name/address information so your order is delt with quckly.

Q7) WHAT DELIVERY OPTIONS DO YOU OFFER?
A7: Via the website the method of delivery will be automatically determined by the size and weight of your order, general process & delivery times are 3-5 working days (UK), 7-10 working days for orders with items being personalised(UK), 7-10days for orders being shipped outside the UK (add 7 working days for personalisation). These times can vary thoughtout the year but you will be informed via your conformation email of the approximate delivery time.

Q8) HOW DO I CHOOSE NEXT DAY DELIVERY?
A8: Due to the nature of this service orders have to be placed via phone with a member of our sales team. Orders should be generally be placed by 1pm to guarantee dispatch same day, this can vary so please check with our sales team. Prices start from £5.95 for a single item, delivery is for Next Working Day!

Q9) CAN I PLACE AN ORDER TO BE DELIVERED TO SOMEONE ELSE?
A9: For security reasons your first order will have to be shipped to the card billing address. Future orders placed from the same billing address may have a different delivery address, you will have created a login on your first order, and so should use this for future orders.

Q10) CAN I CHANGE THE DELIVERY ADDRESS AFTER THE ORDER HAS BEEN PLACED?
A10: From your second order onwards you can choose a different delivery address, if you wish to change this after the order has been submitted you will have to contact us ASAP by email or preferably by phone, we cannot guarantee change of details unless you receive confirmation.

Q11) HOW CAN I TRACK MY DELIVERY?
A11: At the moment there is no online tracking, but you may call a member of our customer service team if you have a query regarding tracking your order. Please make note of the expected delivery times before doing so.

Q12) ARE MY DETAILS RETAINED FOR FUTURE ORDERS?
A12: We do keep records of your NAME /ADDRESS and records of previous orders. If you have ordered previously via the website you should have a login with which you can place an order more quickly. Payment details will need to be submitted afresh each time!

Q13) HOW CAN I CANCEL AN ORDER?
A13: To cancel an order before it's dispatched please contact a member of our customer services team ASAP, and make sure you have conformation of this. Alternatively you could contact us via email, but due to heavy workload of mail we receive this may take longer to process, and again wait for conformation.  If the order has already been dispatched you may return it, but please check the Terms and Conditions first.

Once goods have been personalised an order cannot be cancelled or refunded. 

Q14) HOW CAN I BE SURE THAT MY ORDER WAS CANCELLED/REFUNDED?
A14: Once your order has been cancelled/refunded you will receive an email conformation, however please make sure you provide a valid email address and add our address to your favourites/contact/non-spam list.

customerservices@prodirectsport.com

Q15) CAN PERSONALISED GOODS BE EXCHANGED?
A15: Please Note: All personalised product cannot be exchanged so please ensure to order the correct size when purchasing. 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 according to your wishes, as is normal procedure.

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DELIVERY

LAST ORDER DATES FOR CHRISTMAS 2008 DELIVERY

Personalised Items
UK Personalised Boots & Gloves - 15th December
International Personalised Boots & Gloves - 1st December

UK Mainland
Royal Mail (tracked) £3.95 - 17th December
Royal Mail Special Delivery (up to 2kg, Next Day) £7.95 -21st December
City Link Next Day (up to 5kg) £5.95 - 21st December
Parceline Next Day (up to 30kg) £7.95 - 21st December

International Royal Mail (from £10.95)
Royal Mail (Africa, Middle East, Far East, Oceania) - 4th December
Royal Mail (USA, Canada, Japan, Eastern Europe) - 9th December
Royal Mail (Western Europe) 11th December - 11th December

International Parceline (from £24.95)
Parceline-DPD Zone 1 (Belgium, France, Germany, Luxembourg, Ireland, Netherlands) - 17th December
Parceline-DPD Zones 2-7 (Other European & Mexico) - 10th December

Q1) WHAT TIME SHOULD I EXPECT DELIVERY?
A1: Regular times when sent with Royalmail are between 9am - 2pm Mon- Sat
Next Day Delivery times with CityLink or DPD are between 9am - 6pm Mon - Fri
Large orders not stated as Next Day Delivery will be sent with DPD or CityLink but may take 3-5 working days to deliver!

Q2) WHAT SHOULD I DO IF I DON'T RECEIVE THE PARCEL WITHIN THE EXPECTED DELIVERY TIME?
A2: Please give 3-5 working days (UK), 7-10 working days for orders with items being personalised(UK), 7-10 days for orders being shipped outside the UK (add 7 working days for personalisation). If your parcel has not arrived within this time check that the carrier has not left a card informing you of an attempted delivery ( If so they will have left contact details ). If no card has been left contact our customer services team via phone or email so we can start an investigation.

Q3) WHAT HAPPENS IF I'M NOT AT MY DELIVERY ADDRESS AT THE TIME OF DELIVERY?
A3: If your out at the time of delivery the courier, either Royalmail/DPD or Citylink should leave a card explaining where the parcel is being held and there contact details. If someone else is at the address they may sign for the parcel, as the courier is contracted to deliver the parcel to the address stated not the person.  In the event that you haven't received your parcel or a card within the expected delivery time please contact a member of our customer service team.

Q4) CAN I REFUSE MY PARCEL?
A4: If you want to refuse, or have refused delivery, please inform a member of our customer service team by phone or email. Also please refer to the Terms and Conditions of Returns before doing so.

Q5) WHAT HAPPENS IF THE COURIER MISPLACES MY PARCEL?
A5: In the unlikely event of your parcel being lost by the courier, as the sender we will be responsible for making the enquires and eventual claim for the lost items. This means that once the courier classes a parcel as lost ( 15 working days Royalmail UK deliveries, 28 working days Royalmail International Deliveries ), we can process a replacement or refund immediately.

 If a parcel is sent on a Next Day Delivery service we should get a much quicker and detailed response from the courier.

Please contact a member of our customer service team via phone or email if your parcel has not arrived within the expected time.

Q6) WHAT HAPPENS IF MY PARCEL IS DAMAGED/MISTREATED?
A6: If the outer packaging of your parcel is open or damaged REFUSE DELIVERY, contact us immediately and we will make all the arrangements for a replacement. If the any items are damaged when the parcel is opened again contact a member of our customer services team ASAP.

Q7) WHAT HAPPENS IF I RECEIVE SOMEONE ELSES ORDER?
A7: If in the unlikely event you receive someone else's order, please contact the customer service team via phone or email and they can arrange for the most convenient method of resolving the issue. Please keep both the goods and invoice together. Please note: Our invoices do not show any personal account details.

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RETURNS AND AFTERSALES SERVICE

Q1) CAN I RETURN A PRODUCT IF I'M NOT HAPPY WITH IT?
A1: Yes, if you find that the product is unsuitable please return it in it's original condition unused with all packaging and tags intact within 14 days of purchase for either refund or exchange. If goods are deemed faulty and we don't have your first choice of Exchange or Replacement a Refund will be given. On the back of the invoice is a returns form and label which both explains the returns process and requires you to complete the appropriate section so we know what action to take. We do not offer a free returns service, however if you return items for replacement, we despatch the replacement goods to you free of charge.

Please return the order to:
PRO-DIRECT RETURNS DEPT
UNITS 3 & 4 FORDE COURT,
FORDE RD ,
NEWTON ABBOT,
DEVON ,
TQ12 4BT

Most importantly we suggest you use a recorded method of carraige to return the goods to us ( check which is appropriate with carrier ). We cannot be held responsible for items lost or delayed in transit on the way back to us.

Q2) WHAT HAPPENS IF THERE IS A FAULT WITH A PRODUCT?
A2: If you find a fault has occurred with a product please return the item preferably in a clean and dry condition to:

PRO-DIRECT RETURNS DEPT
UNITS 3 & 4 FORDE COURT,
FORDE RD ,
NEWTON ABBOT,
DEVON ,
TQ12 4BT
 
Make sure you include a covering note with your name/address/contact telephone no. or email address, clearly explain the reason for return along with the outcome you would like ( Replacement,Exchange or Refund ). We endeavour to deal with returns within 3 - 5 working days, however this may extend at busy times of the year. Most importantly we suggest you use a recorded method of carriage to return the goods to us ( check which is appropriate with carrier ). We cannot be held responsible for items lost or delayed in transit on the way back to us.

Q3) IS THERE A WARRENTY ON PDR STOCK?
A3: There are no specific warranties given by any of the brands unless stated by the manufacture. These specialist warranties will be honoured during the life of their guarantee under the terms and conditions of the manufacture.

Q4) HOW DO I WASH AND CLEAN IT?
A4: PDR sell professional products of the highest standard of quality and performance. Almost all of the professional products are produced from the finest and most technical materials available today. These products need special care and should be regularly cleaned following the manufactures recommended washing instructions.

Q5) DEFECTIVE AND FAULY PRODUCTS
A5: Whilst following the manufactures recommended cleaning instructions and using the product for its intended purpose, generally almost all faults will appear within the first 2 months after purchase. For this reason you may return any faulty item 2 months after the date of purchase. This product would then be inspected for any faults of manufacture and then either returned to the customer if deemed accidental damage/wear and tear, exchanged for new or fully refunded if inspection reveals any fault of manufacture. Under extreme circumstances providing the product does not show excessive wear or neglect, a product may still be defective and you may return the item for an assessment by one of your specialist. These products may take longer to evaluate as often the manufactures approval or intervention is needed.

We evaluate each returned faulty product professionally and as quickly as possible with an aim to keep every customer satisfied with the highest level of customer service possible.

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