PRICING

Q1) DO PDS PRICE MATCH?
A1: Although we don't price match we do have regular promotions throughout the season including Multibuy offers and regular reductions on different items every month. Please check the website regularly or call our sales team, stocks will be limited!

Q2) HOW LONG WILL ITEMS BE ON SALE FOR?
A2: Generally 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 Multibuys/Reductions may be for a limited time, but if the order is placed at this price it will be honoured providing stock is available!

Q3) WHAT HAPPENS IF A PRICE OF AN ITEM HAS CHANGED AFTER IT IS ORDERED BUT BEFORE IT'S DISPATCHED?
A3: Once your order is placed and the payment is accepted and validated we cannot change the price, however if the order has not been validated you can cancel and place a new order at the new price.

Q4) WHY IS THE TOTAL PRICE STILL INCLUDING VAT WHEN MY ORDER IS BEING SHIPPED TO THE CHANNEL ISLANDS?
A4: In order for our system to determine that the you are VAT exempt you must select Channel Islands rather than United Kingdom from the dropdown list of countries. In the unlikely event you have been charged VAT when you are exempt please contact a member of our customer service team.

Q5) WHY DOES THE TOTAL AMOUNT CHARGED ON MY BANK STATEMENT DIFFER FROM THE TOTAL CONFIRMED IN MY BASKET?
A5: For UK customers: Please check your confirmation email which should confirm what was ordered and the total being charged. Any queries please contact our Customer Services team.

For customers outside the UK: Be aware that you will be charged in Pounds Sterling, any conversion shown on the website to USD or Euro is purely a guide calculated at that days exchange rate , however your bank or card issuer may not offer the same rate. Any queries contact our Customer Services team.

Q6) DO I HAVE TO PAY ANY TAXES/DUTIES IF MY GOODS ARE DELIVERED OUTSIDE THE UK?
A6: For Customers in Non EU countries: If goods are being sent outside of the EU we will remove any VAT (Value Added Tax) applied at the prevailing rate by the UK government to goods purchased. Customs or import duties are then applied once the package reaches its destination country.

Any additional charges for customs clearance must be paid by the recipient (including, but not limited to, taxes, duties, holding fees). We have no control over these charges and can not predict what they may be. Customs policies vary widely from country to country and are subject to change so we would advise you to contact your local customs office for current, up to date information prior to placing your order.

We will also not be liable for any further costs incurred as a result of a recipient's refusal to pay customs charges and will charge accordingly for any charges incurred by Pro-Direct Sport as a result of the recipient's refusal to pay the applicable charge levied by Customs.

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ORDERING

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 accept 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 the correct billing name/address information so your order is delt with quckly.

Q7) CAN I PLACE AN ORDER TO BE DELIVERED TO SOMEONE ELSE?
A7: For security reasons your first order will have to be shipped to the card billing address ONLY. 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.

Q8) CAN I CHANGE THE DELIVERY ADDRESS AFTER THE ORDER HAS BEEN PLACED?
A8: 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.

Q9) ARE MY DETAILS RETAINED FOR FUTURE ORDERS?
A9: 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.

Q10) HOW CAN I CANCEL OR CHANGE AN ORDER?
A10: Once an order has been validated and charged we cannot guarantee it can be cancelled. If you wish to cancel and want to check if your order has been validated please contact a member of our customer services team by phone ASAP. Requests to cancel orders via email may take longer to process due to the high volume of emails we receive. Please make sure you have confirmation that we have actioned any cancellation request. If the order has already been dispatched you may return it but please check the RETURNS PROCEDURE first.

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

Q11) HOW CAN I BE SURE THAT MY ORDER WAS CANCELLED/REFUNDED?
A11: Once your order has been cancelled/refunded you will receive an email confirmation, however please make sure you provide a valid email address and add our address to your favourites/contact/non-spam list.

Q12) CAN PERSONALISED GOODS BE EXCHANGED?
A12: 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.

Q13) WHAT DELIVERY OPTIONS DO YOU OFFER?
A13: For UK Mainland customers certain items on site are available for either:

Standard 2 -3 Working Day Delivery, or
Priority Next Working Day Delivery

If your chosen items are available for both options you will be given the choice when you proceed to the Checkout.
The price and method of delivery will be automatically determined by the size and weight of your order.

For Non-UK Mainland destinations only our standard delivery service is available, delivery times will vary depending on the destination.
Please note: If you are having goods personalised please add 5 -7 days

Q14) HOW DO I CHOOSE NEXT DAY DELIVERY?
A14: Due to the nature of this service orders have to be placed via phone with a member of our sales team. Orders should generally be placed by 1pm to guarantee same day dispatch, 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.

Q15) HOW CAN I TRACK THE STATUS OF MY ORDER?
A15: At present, there is no online tracking of your order before dispatch, you will receive a dispatch notification via email once your order has left us with a courier tracking reference and a link to their website.

Q16) I'M PLACING A ORDER TO BE DELIVERED TO A BFPO ADDRESS?
A16: You must select the country as UK then enter BFPO in the TOWN field, please enter the BFPO postcode in the postcode field. Please be aware that the max weight limit for each parcel is 2KG, this is a limitation of the service used ( Royal Mail 1st Class Recorded ). If your order or any item on the order exceeds 2KG you will be contacted so we can amend the order.

Q1) WHAT TIME SHOULD I EXPECT DELIVERY?
A1: For UK customers: Regular times when sent with Royalmail are between 9am - 2pm Mon- Sat / Priority Next Day Delivery times with City Link or DPD are between 9am - 6pm Mon - Fri.
For Non-UK Mainland destinations: Please check with courier.

Q2) WHAT SHOULD I DO IF I DON'T RECEIVE THE PARCEL WITHIN THE EXPECTED DELIVERY TIME?
A2: If you have received a Dispatch Notification email, please be aware of the following STANDARD delivery times:

For UK customers: 2 - 3 working days (UK)
For European customers: 5 - 7 working days (UK)
For customers outside Europe: 7-10 working days (UK)

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: For UK customers: If your out at the time of delivery the courier ( either Royal Mail, City Link or DPD ) 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. 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.

For Non-UK Mainland destinations: Your parcel maybe be delivered by another courier working within your country, often when sent with Royalmail the parcel will be delivered by your national postal service. 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: For EU customers: 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 RETURN'S PROCEEDURE before doing so.

For Non-EU destinations: please see Question 6 in PRICING, or please contact our customer service team if unsure

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 Pro-Direct Sport 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.

Please be aware that for parcels sent via The Royal Mail within the UK allow 15 working days before being classed as lost.

For Non-UK Mainland destinations: allow 28 working days before being classed as lost.

If a parcel is sent on a Prioirity 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 conveinent 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 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.

For Non-EU destinations: You should be required to complete a Customs declaration by your courier, if so please make sure you mark the items as ' Return of Goods', PDS will not be liable for any unnecessary duties incurred when goods are returned and the parcel may be refused.

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 PDS 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: PDS 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 (Specialist Leathers, Shark Skin, Lightweight Performance fabrics and Treated Latex). These products need special care and should be regularly cleaned following the manufactures recommended washing instructions or using specialist cleaning products such as Glove Wash for Goalkeeper Gloves. After cleaning or washing make sure that the product is allowed to dry naturally unless otherwise stated by the manufacture. Always check the products after cleaning i.e. make sure that all studs are thoroughly tight into a football boot prior to use. All of these precautions will prolong the life of the product and ensure that you receive the maximum performance from the item.

Q5) DEFECTIVE AND FAULTY 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 up to 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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