My Orders

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

    Please contact us via live chat and we will advise you on what we are able to do for you. We have a limited timeframe to cancel your order as we send orders to the warehouses as soon as they have been submitted to ensure that our fulfilment times are as fast as possible. 
    If it’s too late for Customer Service to cancel your order then you can either refuse the delivery (request that the courier return to sender) or you can arrange for the order to be returned to us. Upon receipt of the return we will issue you with a refund (providing the returned item and packaging is received in ‘as new’ condition). The refund will be made through the same method that was used for the original payment.
    Please note that we are unable to cancel a Customised order but get in touch if you have any questions and we can advise you further.
    If you wish to cancel your order under the UK Consumer Contracts Regulations 2013, please see our Terms and Conditions for full details..

  • I'm not in the UK, how do I return my order?

    You can return an unwanted item to us within 28 days of receipt. Please return your order in a 'new' condition, which includes showing no sign of wear on the item itself plus the labels, tags and all original packaging.
    Simply select the 'Return Items' button displayed against the order in your 'My Account' and then ‘Order history’ to locate. Select the order and click on the ‘Return Items’ button (this will only be displayed for 28 days from received date) and complete your request. Please follow the instructions within the portal. You should then arrange for the item to be returned to us using a carrier of your choice and pay for the return postage, as the label you will have printed is not pre-paid. 

    Please ensure that before passing your parcel to the carrier it is clearly marked as 'Returned British Goods - No Duties Due'. You should also complete and attach any customs documentation as provided by the carrier and ensure that the Pro:Direct VAT number GB115152945 is included. Failure to do so may prevent us from being able to accept your return.

    We are currently not able to offer exchanges; however, you can place a new order if you require this and mark your original order as no longer required.

    When the return has been completed you will receive an automated email so, please keep an eye on your emails.

    *Please note if your return is over £250.00 -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. 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.

  • How do I remove myself from your email list?

    If you no longer wish to receive Pro:Direct emails you can unsubscribe simply by clicking on the Unsubscribe link in one of our emails, or by going to My Preferences in My Account and making the change there. Alternatively please contact our Customer Service team at



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

We will respond to your enquiry within 24 hours

Our Live Chat is available 9am - 1pm (Monday - Friday)

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