My Orders

  • Can I cancel my order once it has been placed?

    Please reach out to us through live chat for assistance. 

    We have a limited time to cancel your order because we send orders to the warehouses quickly to ensure fast delivery. 
    If it's too late for customer service to cancel your order, you have two options: 
       1) you can refuse the delivery and ask the courier to return it, 
       2) you can arrange for the order to be returned to us. 

    Once we receive the return, we will issue a refund using the same payment method. 
    Please note that customised orders cannot be cancelled, but feel free to contact us if you have any questions.

    If you wish to cancel your order under the UK Consumer Contracts Regulations 2013, please see our Terms and Conditions for more information.

  • Klarna - What happens if I cancel, or return my order?

    Pay Later in 3 instalments - Once Pro:Direct has received the return (partial, or full) and you have received confirmation of this.
    Full Return - Klarna shall refund any payments collected, and cancel any future scheduled payments.
    Partial Return - An updated statement with an adjusted payment schedule will be sent to you by Klarna.

    Pay Later in 30 Days – As soon as Pro:Direct have accepted your cancellation/return, then Klarna will cancel the statement or refund you payment. 

    The return will be reflected in the Klarna app immediately and you are always able to monitor the status of your order in the Klarna app.

  • Klarna - I've cancelled my order, how long will it take until I receive my refund?

    Pay Later in 30 days
    As soon as Pro:Direct has registered your cancellation or your return, the refund will be processed within 5 business days.
    If you have paid for your order with a card, the refund will be made back to the same card, if you haven't paid your statement yet, then the refund will reduce the statement or cancel it completely.





The best way to contact our Customer Service Team is via our direct email address:

We will respond to your enquiry within 24 hours

 We are committed to maintaining our live chat service during the hours of Monday to Friday, from 9 am to 1 pm. However, on occasion, we may need to temporarily manage this service internally to ensure its optimal performance and efficiency, thereby preventing you from experiencing undue delays. In the event that you encounter unavailability during these hours, we kindly request that you reach out to us via email.

Customer Service team are operating 7 days a week (excluding UK Public Holidays )

You may also write to us at PDS Group, Torre House, Shaldon Road, Newton Abbot, TQ12 4PQ

Answers to the most commonly asked questions can be found within our Help & FAQ's section