Pay later with Klarna.
When will I be charged?
As part of the order confirmation process we will request pre-authorisation of payment from your card issuer, this will show as a Pending transaction for the full value of the order.
Payment is captured when we dispatch goods to you or when the stock is sent to be personalised.
If you are purchasing a Pre-order item, we will process a pre-authorisation when the order is first placed but ask that you ensure you have adequate funds in your account at the time of dispatch. The bank usually gives us around 5 days to complete the Pending transaction before withdrawing the authorisation and releasing the funds back to you.
Do payments go through a security check?
All orders are subject to validation and authorisation by both us and the card issuer. This security check has been put in place due to anti credit card fraud procedures. Normal process times will be within 24-48 hours. If you have chosen Next Day or Express 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. The email will come from our Business Protection team, please respond to the e-mail that you received at your earliest possible convenience so that we can release your order.
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 in a new window that is easily blocked by pop-up blockers.
- If it still doesn’t work, please contact us.
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 reduce 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.
Why have I received an email from the Business Protection team?
When you submitted your order to us we made an authorisation request for the total value of the order to your bank. 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 fail to authorise.
Our Business Protection Team will email you to let you know your bank or card issuer wouldn't authorise the payment.
If your payment has been declined, then you'll need to place your order again. We're not able to reinstate an order once the payment has been declined. To help ensure your order is not declined when placing a new order we suggest checking the following: Make sure you enter the security code correctly, make sure you have entered your Billing address.
If I am ordering from Non-EU countries, am I still 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, New Zealand 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, if your total order value is less than AU$1,000. As Pro:Direct is registered for GST with the ATO, as long as your order is valued at less than AU$1,000 you are not liable for any additional import taxes when your order arrives in Australia and the full price paid enables us to pay the GST and cover costs associated with administering this process. If your order exceeds a value of AU$1,000 you will be liable to pay GST and possibly additional import costs and/or duties when the order arrives in Australia. Pro:Direct cannot cover these costs and we recommend that you contact us if you wish to place an order with a value of over AU$1,000 so that we can advise on the best way for you to place your order.
For customers in New Zealand – 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 NZ GST, if your total order value is less than NZ$1,000. As Pro:Direct is registered for GST with the New Zealand Inland Revenue, as long as your order is valued at less than NZ$1,000 you are not liable for any additional import taxes when your order arrives in New Zealand and the full price paid enables us to pay the GST and cover costs associated with administering this process. If your order exceeds a value of NZ$1,000 you will be liable to pay GST and possibly additional import costs and/or duties when the order arrives in New Zealand. Pro:Direct cannot cover these costs and we recommend that you contact us if you wish to place an order with a value of over NZ$1,000 so that we can advise on the best way for you to place your order.
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, 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.
My Coupon code isn't working.
Your coupon/voucher code needs to be redeemed when you are in the checkout. If the coupon code is not recognised, you can follow these steps to see if t his helps:
- Be careful if you copy & paste the code as this adds a space at the end - this space needs to be deleted.
- Coupon codes are case sensitive - all in UPPER CASE.
- Make sure you've entered the coupon code exactly as it appears, check spacing, character errors and/or spelling mistakes.
- Make sure the coupon applies to at least one item in your basket - not all items are eligible. Check the Terms & Conditions of the coupon to make sure your order meets the requirements.
Unless otherwise stated, Promotions & Coupons will not apply to any products fulfilled by our partners NIKE and ADIDAS, and will usually EXCLUDE items already discounted, or on offer. NOTE - Promotions and Coupons are strictly limited to 1 use per customer .
If you're still having any difficulty redeeming your coupon. please contact our Customer Service team at firstname.lastname@example.org.
Multibuy Promotions & Discounts
- To get the saving, you must order the qualifying items within the same order at the same time.
- Please note that selected brands/products may be excluded from multibuy promotions and offers.
- The discount will automatically be applied during the checkout process.
- Any refunds will take into account the discount applied as part of the offer.
The best way to contact our Customer Service Team is via our direct email address: email@example.com
Please note we are currently working within a 24-hour response time
Customer Service team are operating 7 days a week (excluding UK Public Holidays which include Sunday 25th December 2022, Monday 26th December 2022 where we are closed)
Pro:Direct Live Chat is available Monday - Friday (9am - 1pm)
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