Payments

  • What payment types do you accept?

    You can use any of the following payment methods when placing your order:
    - Visa
    - MasterCard
    - America Express
    - PayPal
    - Union Pay

  • 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.

     

  • 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. 

  • 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 this 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 customerservices@prodirectsport.com.

  • Multibuy Promotions & Discounts

    To get savings, you must order the eligible items in the same order at the same time.
    Please note that selected brands/products may be excluded from promotions and multi-buy offers.
    The discount will be automatically applied during the checkout process.
    Any refund will take into account the discount applied as part of the offer.

  • Where do I get an invoice for my order?

    Your order confirmation email is a suitable VAT receipt. If you require an invoice in PDF format, please contact our customer service team at customerservices@prodirectsport.com.

  • 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.

     

  • 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.

 

CUSTOMER SERVICE

The best way to contact our Customer Service Team is via our direct email address: customerservices@prodirectsport.com

We will respond to your enquiry within 24 hours

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.