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Pro:Direct Rugby

Help & FAQs

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.

  • Do Pro-Direct price match?

    Although we don't price match we do have regular promotions throughout the season including multi-buy offers and regular reductions on various products every month. Please check the website regularly or call our UK Sales Team as stock will be limited!

  • Can I order by email or fax?

    We do not accept orders by fax or email due to the obvious personal information security issues. While we are happy to deal with initial enquiries this way, final orders must be processed on our secure website or by calling our UK Sales Team on +44 (0) 371 423 2020.

  • What sizing formats do PDS use?

    We will use UK sizes as our predominant format. When ordering footwear you will have the option of selecting between UK, EU or US sizes. When you receive your confirmation of order the comparative UK size will be shown. Size comparison charts are available on the website for most products. If you require assistance please contact a member of our UK Sales Team by phone or email.

  • 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.

Delivery

  • What delivery options are available?

    Delivery options include either:

    Standard / Next Day / Express / Saturday

    Not all options will be able to you. The options available depend on where you are in the world, where you are having your order delivered to and the total weight of the order.

  • If I am ordering from Non EU countries, am I liable for import taxes?

    If goods are being delivered outside of the EU, we will remove any VAT (Value Added Tax ) applied at the prevailing rate by the UK government to goods purchased. Once the package reaches its destination country any customs or import duties levied by the government of the destination country must be borne by the recipient.

    Although Switzerland is outside of the EU, VAT at the Swiss rate will be applied to orders being delivered to Switzerland.

    Please note that the prices displayed as VAT inclusive will be the full price charged to customers in Australia and the United States and no deductions will be made on sales made to these countries. Although customers in these countries do not pay VAT we do not reduce the price paid.

    For customers in Australia - the price that you pay will be the full price charged to UK/EU customers and the VAT element will not be deducted, despite the sale not attracting VAT in the UK. The full amount does however include Australian GST. As Pro:Direct is registered for GST with the ATO you are not liable for any additional import taxes when your order arrives in Australia and the full price paid enables to pay the GST and cover costs associated with administering this process.

    For customers in the United States – the price that you pay will be the full price charged to UK/EU customers and the VAT element will not be deducted from the price that you pay, despite the sale not attracting VAT in the UK. The price paid does not include any local taxes for the US so please be aware that you may still be liable for import fees and local taxes.

    Pro:Direct accept no liability for any additional charges levied by the government of the recipient country. By placing an order on our website, the customer acknowledges the recipient accepts liability for any charges applied by their government ( including, but not limited to taxes, duties, holding fees ).

    Pro:Direct has no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country and are subject to change. Pro:Direct would advise each customer to contact their local customs office for further information prior to placing any order.

    Furthermore, Pro:Direct will also not be liable for any further costs incurred because of customers refusing to pay the applicable customs charges and will charge accordingly for any charges incurred by Pro:Direct because of the recipient’s refusal to pay the applicable charge levied by Customs.

    Customers outside the UK should be aware Pro:Direct will take payment in Sterling; any conversion shown on the website to USD or Euro is purely a guide calculated at that day’s exchange rate, however your bank or card issuer may not offer the same rate. Pro:Direct will not be liable for any further charges your card issuer may levy.

  • Why is CPF number is required for Brazilian Customers?

    The CPF number (Cadastro de Pessoas Físicas - Natural Persons Register) is a number attributed by the Brazilian revenue agency. The CPF is required because Brazil customs strictly check each resident importing goods.

  • Why is PID reference required for delivery in Norway?

    For Norwegian customers your PID number is required for any shipments going through customs, this will likely be the case for any orders over the weight of 2KG.

  • Do you deliver to British Forces Post Office (BFPO)?

    Unfortunately we do not at this time.

  • Has my order been dispatched yet?

    As soon as your order is dispatched from our warehouse you will be sent an automatic email to confirm that it's on the way with an approximate delivery time frame. If your order has been sent on a tracked service the email will include reference details and a link to the courier website. You may not get any tracking information on the courier's website until the following working day after dispatch.

    Please note: Collections from the PDS warehouses are Monday - Friday. If your parcel is marked as dispatched after 6pm or on Saturday or Sunday it will be collected on the next working day. From the next working day after that you will be able to track it on the courier's website.

  • After dispatch how can I track my delivery?

    When your order is dispatched you are sent an email to confirm that it's on its way to you. Included in this email is your tracking number and details of how to track your order depending on which courier has been used.

    If your delivery has been sent via Royal Mail:
    Please enter your 13 Digit reference number in the 'Track and Trace' box on the Royal Mail website. The status of your order will then be shown. If you miss the delivery please take your missed delivery notification card to the Royal Mail collection office to collect your parcel. You will need to take some identification with you. ROYAL MAIL will hold your order for up to four days before returning it to us. If you did not receive a card you will need to contact your local Royal Mail collection office. If you feel you need to contact Royal Mail concerning the whereabouts of your parcel please call Royal Mail customer service on 08457 740 740.

    If your delivery has been sent via DPD Courier:
    Please enter your 10 Digit reference number in the 'Quick track' box (when on the DPD website.) The full delivery status of your order will then be shown. All deliveries will need to be signed for between 9.00 a.m. and 6.00 p.m. Deliveries within the UK are sent on a next working day service and to the Republic of Ireland two working days. If you miss the delivery a card will be left and they will attempt to deliver the next working day. If you feel you need to contact DPD concerning the whereabouts of your parcel please call DPD customer service on 08445 560 560 (International team 08459 300 350.

    If your delivery has been sent via City Link Courier:

    Please enter your 8 Digit reference number in the 'City Link Job No' Box (when on the City Link Website.) The full delivery status of your order will then be shown. All deliveries will need to be signed for between 9.00 am and 6.00 p.m. Deliveries are sent on a next working day service. If you miss the delivery a card will be left and they will attempt to deliver the next working day. If you feel you need to contact City Link concerning the whereabouts of your parcel please call City Link customer service on 08444 930 932.

    All of these websites can be found when typed into your search engine.

  • What happens if I'm not at my delivery address at the time of delivery?

    For Customers within the UK:

    If you are out at the time of delivery the courier, either Royal Mail, DPD or City Link, should leave a card explaining where the parcel is being held and their 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. If you haven't received your parcel or a card within the expected delivery time you can track your parcel using information provided in your dispatch email. If you require further assistance please contact a member of our Customer Service Team.

    For Customers within Europe:

    Royal Mail Deliveries - Royal Mail will export the parcel outside of the UK handing it to a trusted partner within your country, this is generally your national postal service. In most cases they will have left a card to highlight a failed delivery attempt and detail where the parcel is being held. If we have sent your parcel recorded then use the tracking number on your national postal service website which may give a clear indication of it's status. Failing this, please contact us and we will investigate.

    DPD deliveries - DPD's network covers most countries within the EU so it will be a DPD van delivering the parcel. They should leave a card highlighting where the parcel is being held. You can easily track your parcel's status by visiting DPD's website (check your dispatch email for details).

    For Customers in the rest of the world:

    Royal Mail Deliveries - Royal Mail will export the parcel outside of the UK, handing it to a trusted partner within your country, usually your national postal service. In most cases they will have left a card to highlight a failed delivery attempt and detail where the parcel is being held. If we have sent your parcel recorded then use the tracking number on your national postal service website which may give a clear indication of it's status. Failing this please contact us and we will investigate.

    DPD deliveries - DPD will hand your parcel to a trusted partner company in your country for delivery. The parcel is likely to go through customs first and you may be contacted for payment of duties. We would expect the partner company to leave a calling card if there was a failed delivery attempt. You can check the status of your parcel by tracking it using the information provided in the confirmation of dispatch email. If you have any difficulties locating the parcel please contact our Customer Service Team.

  • Do you deliver to an alternate/work address?

    We ask that you provide the correct billing address details when submitting your order but you may change the delivery address to an alternative residential or business address. If you are requesting delivery in a different country to the billing address this will automatically go through a security check and we may contact you to confirm your details.
    If you request a business address for delivery please make sure you enter the address as completely as possible including if necessary, Business name, building name,floor,department etc.

  • What should I do if I don't receive the parcel within expected delivery time?

    DPD and City Link:

    All parcels sent with these couriers should be easily tracked by using the reference number provided in your dispatch email on the courier's website. Even if there has been a delay there should be a clear indication where the parcel is and potentially the cause of the delay.

    UK Customers: We would ask that you contact the courier who should be able to provide more detail regarding any problem. They may request further information to locate your address. If you don't get an adequate response please contact us and we will investigate.

    European Customers: DPD's network covers most of Europe so you may be aware of your local DPD delivery depot. If after tracking your parcel it's clear it's made it to your country we would advise contacting your local depot. If you don't get an adequate response please contact us and we will investigate.

    Rest of the World Customers: Please contact us directly and we will get in touch with DPD to resolve as quickly as possible. Usually the couriers require that you reconfirm your contact telephone number or full delivery address so providing this information again when you first raise the query would be helpful.


    Royal Mail:

    Due to the nature of the services we use there is limited tracking on both UK and INT parcels.

    For UK Customers: If you have not received your parcel within 3 working days and a card has been left detailing an attempted delivery please contact our customer service team to log the query. Often, if there has been a delay in transit parcels may arrive a few days late. We have to wait 15 working days until we can class the parcel as lost if there is no clear tracking information. We will monitor this and keep you updated.

    For all Customers outside of the UK: Please allow up to 10 working days for delivery (14 days outside of Europe) Royal Mail will hand the parcel over to your national postal service for delivery. If you know where your local delivery depot is, we advise you contact them with your tracking number as the parcel may be being held for you. If this doesn't resolve the matter please contact us and we will investigate. We have to allow between 20 and 25 working days from the dispatch date until we can class the parcel as lost.

    We thank you for your patience if you do experience any delays.

  • Can I refuse my parcel?

    If you want to refuse, or have refused delivery for any on the below reasons:

    - you did not want to pay import taxes
    - you do not want the parcel

    You will be liable for any costs we incur from our courier for return delivery.

    If however, you refuse because there is something wrong with your order, something is missing or the package is already opened then the above statement is not applicable to you.

  • What happens if the courier misplaces my parcel?

    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 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 see the above Q and A on the procedure to follow if you have not received your parcel within the estimated time frame.

  • What happens if my parcel is damaged upon receipt?

    If the outer packaging of your parcel is open or damaged we suggest you check all items are present and correct before signing for the parcel. If there are any problems with items missing or damaged REFUSE DELIVERY, contact us immediately and we will make all the arrangements for a replacement.

  • What should I do if I receive the wrong item?

    In the unlikely event we send you the wrong product, we will refund the cost of return postage back to the card used to purchase the item(s). Please send the product back to us by recorded delivery with a covering letter detailing what happened. As soon as we receive the returned item(s) we will dispatch the correct product and issue you with the postage refund (please include the receipt for postage in the parcel).

  • I have received a faulty item, how do I resolve this?

    In the unlikely event that goods are faulty upon receipt, please contact our Customer Service Team as soon as possible so we can resolve the matter. We will endeavour to make the process of replacement as convenient as possible.

  • An item is missing from my order, how do I resolve this?

    Sometimes we don't send everything you've ordered at the same time, so first of all, check your dispatch notification email to see if any of your items are 'to follow'.
    If the dispatch note says an item should be in your parcel but it isn't, please get in touch with our Customer Service Team. Providing all relevant details including your order number, product code and description of item/s missing will help us to quickly resolve the issue.

  • Delivery to Russia?

    Our couriers have informed us of the following important information regarding import of goods into Russia: in order to clear your parcel through customs you will likely be contacted by phone to be asked to confirm your FULL NAME and PASSPORT NUMBER. Please therefore ensure that you provide us with a daytime telephone number so you can easily be contacted, this will ensure swift delivery of your parcel.

    Our courier has informed us that the following charges will apply:

    1. Free admission and no duty or tax below €200 Euros.

    2. Parcels over €200 EUROS but less than €1000 Euros. Consignee must provide a power of attorney. No Duties and taxes, however brokerage fees will apply as follow:
    A Fix cost of 75 Euros/shipment and an additional cost of 0.4 euro per Kg for handling

    3. Parcels over €1000 Euros. Duties and taxes may apply depending on the goods description (leather, silk…). A fix cost of 75 Euros + 0.4 Euros/kg will be added. Process of delivery / recovery of the payment remain the same.

Returns

  • What is your Returns Policy?

    All goods supplied by Pro:Direct are from official sources and covered by the normal manufacturer's warranty. You can return any item within 28 days of receipt for a refund or to exchange the same item for an alternative size, but the items returned must be in their original condition, which includes any packaging. For example, shoes are to be returned along with the original shoe box, any tags attached and in new condition, (not used outside or on an abrasive surface).

    UK customers - If you wish to return goods, please ensure that the item is adequately packaged, complete the returns form on the dispatch note and if required, include a brief note in the parcel to explain why the item is being returned.

    You can visit https://www.royalmail.com/track-my-return/create/52; to create a free returns label. Please keep the receipt or tracking number of your returned package in the event it is delayed or lost in transit. We cannot be held responsible for items lost or delayed in transit on the way back to us.

    Please note that we are unable to accept returns made in person to our Head Office.

    Customers outside of UK – If you wish to return orders from outside of the UK you should contact our customer service team before making a return. Our team will advise on the best way to resolve the return query.

    You should arrange for the item to be returned to us using a carrier of your choice. We recommend that you return your item via recorded/tracked delivery (using your national courier service is the most cost effective) as you are liable for the item until it is received by us and signed for.

    You should return the item to the following address: Returns Department, Torre House, Shaldon Road, Newton Abbot, Devon, TQ12 4PQ.

    Please ensure that before passing your parcel to the carrier it is clearly marked as 'Returned British Goods - No Duties Due'. Failure to do so may prevent us from being able to accept your return.

    Pro: Direct shall only reimburse your returns costs for a product if it is declared faulty by the returns department or if we have sent you an incorrect product. Please retain your receipt for the cost of returning the item. When you send this receipt to us, we will be happy to reimburse you these costs up to the following level:
    - Returns being made from the EU - a maximum of £20/€23
    - Returns being made from outside the EU - a maximum of £40/€45/US$65/AU$65

    Faulty products - If you are not able to find a carrier please send us some pictures of the damage and we will see if we can process your claim without receiving the item back. Please note that we are not always able to process claims of faulty goods using images alone.

    All goods will be inspected on return. We reserve the right to refuse a refund or exchange if the goods returned are deemed to be damaged or tampered with not in accordance with normal use. This does not affect your statutory rights.

    Personalised items - Regrettably, we cannot accept a returned item that has been personalised unless it is a fault of the manufacturer.

    If you believe that you have received a faulty product or there has been an error when personalising your item, please contact our customer service team who will be happy to help.

  • How do I return an item? (UK Customer)

    If you find that the product is unsuitable, please return it in its original condition unused with all its tags intact within 28 days of receipt for a refund.

    Please ensure that the item is adequately packaged, complete the returns form on the dispatch note and if required, include a brief note in the parcel to explain why the item is being returned.

    Please visit https://www.royalmail.com/track-my-return/create/52; to create a free returns label.

    Please keep the receipt or tracking number of your returned package in the event it is delayed or lost in transit. We cannot be held responsible for items lost or delayed in transit on the way back to us.

    We are not able to accept returns made in person to our Head Office

    Personalised items - we will only accept personalised items for return if the personalisation is incorrect from the receipt of order or if the product is faulty. If an item is incorrectly personalised and the item is used and not returned in new condition, Pro:Direct Sport reserves the right to refuse the item based on the fact that by wearing or using the item, the customer has accepted the product.

  • How do I return an item? (Outside UK)

    If you wish to return orders from outside of the UK you should contact our customer service team before making a return. Our team will advise on the best way to resolve the return query.

    You should arrange for the item to be returned to us using a carrier of your choice. We recommend that you return your item via recorded/trackable delivery (using your national courier service is the most cost effective) as you are liable for the item until it is received by us and signed for. Please ensure that the item is adequately packaged, complete the returns form on the dispatch note and if required, include a brief note in the parcel to explain why the item is being returned.

    You should return the item to the following address: Returns Department, Torre House, Shaldon Road, Newton Abbot, Devon TQ12 4PQ

    Pro: Direct Sport shall only reimburse your returns costs for a product if it is declared faulty by the returns department or if we have sent you an incorrect product. Please retain your receipt for the cost of returning the item. When you send this receipt to us, we will be happy to reimburse you these costs up to the following level:
    - Returns being made from the EU - a maximum of £20/€23
    - Returns being made from outside the EU - a maximum of £40/€45/US$65/AU$65

    You should be able to find a carrier within your region offering a parcel service below these costs.

    Faulty items - If you are not able to find a carrier please send us some pictures of the damage and we will see if we can process your claim without receiving the item back. Please note that we are not always able to process claims of faulty goods using images alone.

    Personalised items - we will only accept personalised items for return if the personalisation is incorrect from the receipt of order or if the product is faulty. If an item is incorrectly personalised and the item is used and not returned in new condition, Pro:Direct Sport reserves the right to refuse the item based on the fact that by wearing or using the item, the customer has accepted the product.

  • Can I exchange my item for something else?

    We are currently only able to offer exchanges for the same item in an alternative size, which we will dispatch to you upon receipt of the returned item. Please complete the paperwork, indicating which size you would like to receive.

    We are not currently able to offer an exchange service for alternative items. There is however a way that you can still get the item that you would like and return the item that is no longer required. If you would like to return the item to us, providing it is in ‘as new’ condition, which includes showing no sign of wear on the item itself plus the labels, tags and all packaging you can do so by sending it back to our Returns Department

    UK Customers - please visit https://www.royalmail.com/track-my-return/create/52 to create a free returns label.

    Outside of UK - please address return parcels to: Returns Department, Pro:Direct. Torre House, Shaldon Road, Newton Abbot, Devon, TQ12 4PQ.

    As long as the Returns Department are happy with the condition of the item, they will provide you with a full refund and e-mail you to let you know that this has taken place.

  • Have you received my returned item?

    As soon as we receive your returned item, we aim to process this for you within 3-5 working days (Monday-Friday). After the Returns department have processed this, you will receive an email to confirm this has been done. If you have not received an email from the Returns department, please check with the courier that the parcel has arrived back with us. If the parcel has not arrived back with us, please pursue with the courier you returned the order with. If the order has arrived back with us, please contact our Customer Service team at customerservices@prodirectsport.com or call us on +44(0)371 423 2020 with your Order ID number and tracking number for the returned parcel so we can investigate and resolve the matter quickly for you.

  • Can I return an item that has been personalised?

    Pro:Direct Sport reserves the right to choose method, colour and position of any personalisation unless the customer specifies. Please be aware that we are unable to cover any manufacturers logo when personalising an item.

    We will only accept personalised items for return if the personalisation is incorrect from the receipt of order or if the product is faulty. If an item is incorrectly personalised and the item is used and not returned in new condition, Pro:Direct Sport reserves the right to refuse the item based on the fact that by wearing or using the item, the customer has accepted the product.

    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. If an item is declared faulty, Pro:Direct Sport, will refund the cost of the returns postage having been provided an image of the postage receipt via email, or receiving a copy within the parcel. Pro:Direct Sport also reserves the right to refuse a faulty product if the product has been modified by a third party and as a result has contributed or caused the fault the Item has developed.

Payment

  • What payment methods are accepted?

    Payment methods available through the website are:
    - Visa Debit/ Credit/ Electron
    - Mastercard
    - American Express
    - Maestro (only UK issued)
    - Solo(only UK issued)

  • What is the security check?

    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.

    Pro:Direct Sport have implemented 3D Secure on this website. If you are experiencing technical issues submitting your order, it could be that 3D Secure verification is failing. This can happen for a variety of reasons:

    - Your bank may not be enrolled in the 3D Secure verification programme. This isn’t an issue. Just contact us and we will be able to help you place your order.
    - You may have a pop-up blocker installed which is preventing the additional 3D Secure page from opening. Please disable the pop-up blocker for a few minutes and then you should be able to complete your payment.
    - You may be overseas and your bank may try to send you a one-time use code via SMS. If you are not using the same phone number then you will not receive this SMS.

    To find out more about 3D Secure and how to enrol, please read our “What is 3D Secure?” help section. If you have any further questions, please contact us at any time.

  • What is 3D Secure?

    3D Secure adds an authentication step for online payments. We use 3D secure as a fraud prevention measure, as it provides an additional security layer for online purchases made with credit and debit cards. For more information on 3D Secure please click here.

    The intention behind this system is to decrease the risk of credit card fraud. This is why we require this extra verification through 3D secure, before we process your payment with your bank. If your 3D Secure verification fails, you will not be charged.

    If the 3D Secure verification isn't working (possibly due to a connection failure or incorrect password) please try the following steps:

    - Attempt the payment again. Make sure you are entering the correct password or SMS one-time use code. If your bank does not support 3D Secure, or you have not yet enrolled, please refer to the information below.

    - Disable your pop-up blocker for a few minutes. 3D Secure sometimes opens up in a new window that is easily blocked by pop-up blockers.

    - If it still doesn’t work, please contact us.

    MasterCard SecureCode/NetCode
    For 3D Secure transactions as a MasterCard user, you will either have created a SecureCode password or your bank will send you a one-time use code via SMS. Enter either of these when prompted by the 3D Secure screen. For more information please click here.

    Verified by Visa
    Visa cardholders will either have to enter their pre-determined security password which they have set up with their bank. If you have forgotten this password, you will have to click the reset password link. The exact process will depend on your bank. For more information please click here.

    Safekey by American Express
    The 3D Secure program by American Express is called Safekey. SafeKey helps reduces unauthorised online use of your credit card before it happens by validating your identity with an additional password or unique value. You can read more about this by clicking here.

    If your bank does not yet participate in this 3D Secure program and you are having difficulties with your payment, then please contact us.

  • How long it will take for order to be put through security check?

    Normal process times will be within 24 hours. If you have chosen Priority Delivery this will be actioned in time for the order to be processed as requested.
    When your order has been processed you will receive either an order confirmation email which confirms authorisation was successful or an email detailing any payment problem including what to do next.

  • 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?

    Once you have completed your order you can check the status of the item/s by logging into your account on our website; the status should either be:

    - Allocated (In stock and available for immediate dispatch)

    or

    - Backorder. This will be either a Pre-Order item (when you selected the size there was a message stating the due date underneath), a Special Order (when you selected the size there was a message saying available in either 7 or 14 days), or your order has exceeded the stock level available and the item is sold out (you will be contacted soon after for confirmation of the next due date for stock)

    If the status of your item/s is one of the above you have the option to cancel, currently this can only be done by contacting us by phone or email, as cancellation will be time sensitive we would suggest calling us so we can action immediately.

    Our Call Centre is open Monday - Friday 9am - 9pm, Saturday 9 - 5.30pm and Sunday 10 - 4pm ( GMT ) +44(0)371 423 2020

    If you do send an email to request cancellation then please make sure you write 'Cancel' into the subject of the email as this will ensure the request is dealt with promptly. Please note that requests made by email are not guaranteed to be actioned in time but we will endeavour to facilitate your request.

  • What does status 'Picked' mean?

    When you log into your account to check the progress of your order check the individual item/s status, 'Picked' will mean we have validated payment and the item/s are awaiting packing in our dispatch dept, once dispatched you will receive an email of confirmation.

  • What does status 'Personalisation' mean?

    When you log into your account to check the progress of your order check the individual item/s status. 'Personalisation' will mean we have validated payment and the item/s are awaiting printing or embroidery. This takes approximately 2 - 3 days and then your order will be packed for dispatch. Once dispatched you will receive an email of confirmation. During busy period please allow 5 - 7 days for personalisation.

  • Why has full payment been taken straight away?

    Once your payment details have been entered, your bank will place an authorisation against the full order amount. This will show as a pending transaction on your account (unavailable funds). We will then either take all or part of this pending amount depending on whether we are processing all or part of the order straight away. If your order is a Pre-Order for more than 5 days in advance of the order date the pending transaction will automatically void after 5 days and be released back into your available balance.
    If you cancel your order before we have completed the transaction the pending transaction can be voided. Please allow 3-5 working days for any amount pre-authorised by your bank to be cleared into your available funds. For orders placed from overseas this may take longer.

  • 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.

  • Are my details retained for furture orders?

    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.

  • What happens if a price of an item has changed, after it is ordered but before its shipped to me?

    Price reduction decisions are not always made in advance so if you notice a price has been reduced after you order has been confirmed, but before you have received it, please contact us by phone or email and we'll credit the difference. If a price is reduced after receipt of the order we cannot refund the difference.

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