Accepted Payments
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Apple Pay -
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iDEAL -
Pay later with Klarna. -
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Pro:Direct Gift Card
Payment
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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, or any of the parkrun range of products, 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 customersesrvices@prodirectsport.com and we'll be happy to assist. -
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?
For your security, every single order goes through a security check. The security check has been put in place due to increase 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 to request additional information so that we can validate your order.
We have recently implemented 3D Secure on this website. If you are experiencing technical issues during payment when submitting your order, it could be due to 3D Secure verification.
This can happen for a variety of reasons:
- 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.
- 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 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. In this case, contact us and we will be able to help you.
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 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 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. -
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. -
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 am I 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 so 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.
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What payment types do you accept?
You can use any of the following payment methods when placing your online:
- Visa
- MasterCard
- America Express
- PayPal
- Maestro
- JCB
- Express Pay
- Klarna - Pay in 3 -
Will there be any additional charges?
Pro:Direct continues to welcome customers from around the world, and offers delivery options far and wide. With the UK leaving the EU on January 1st 2021, some carriers will be increasing their costs so if you are placing an order to an EU country, you may see an increase in the cost of delivery options.
Please note that we ship primarily from a UK warehouse, and when making a purchase from outside of the UK, you may find that your order is subject to customs duties imposed by your government. This is outside of our control and we are currently unable to estimate what those additional charges may be. If you are shopping on our EU sites (France, Germany, Italy, Spain, Netherlands, Poland), then we ship from both our UK warehouse and our EU warehouse. Depending on where your order is shipped from, the order may be subject to customs. Orders shipped to an EU country from the EU warehouse will not be subject to customs.
We are currently unable to deliver orders over the value of £135 (including shipping) from our UK sites into the EU.
Customers in the EU shopping on our UK sites should place separate orders (if possible), keeping each order under the £135 threshold. Alternatively customers may wish to shop on one of our European language sites, such as Pro:Direct Soccer France, where orders will be fulfilled from our EU warehouse and additional taxes and duties will not be applied on EU orders.
If your order is detained by customs, you will be responsible for paying the duties applied; and these will need to be paid locally. You will usually be contacted by the carrier. Pro:Direct is not responsible for customs costs, or any delay in delivery which might occur when a parcel is held by customs.
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If I am ordering from an EU country, am I liable for VAT?
Pro-Direct are still registered for VAT in all EU member states and will be the importer of record for customs purposes. As a result Pro-Direct are liable for paying any Import VAT / Local VAT due on sales into the EU. Therefore all prices shown on our website are inclusive of local VAT, which we collect on behalf of the consumer and pay to the local authorities. Customers will not be liable for additional import VAT, but customs duty may be payable.
However, where orders are shipped to the EU from our UK warehouse, duties may be applied by authorities if the order is detained by customs. Import VAT is already accounted for by Pro:Direct. If your order is detained by customs, you will be responsible for paying the duties and taxes applied; and these will need to be paid locally. You will usually be contacted by the carrier. Pro:Direct is not responsible for customs costs, or any additional import VAT if requested, or any delay in delivery which might occur when a parcel is held by customs.
CUSTOMER SERVICE
Answers to the most commonly asked questions can be found within our Help and FAQs section.
If you do still need to contact us then the best way to do this will be to email customerservices@prodirectsport.com.
Customer Service operate over 7 days
Pro Direct Live Chat available Monday - Friday