Over 12,500 satisfied customers
Excellent 4.7
FAQ - Frequently Asked Questions
If you can't find your answers here, please contact us using the contact form
General
Can I check the delivery status of my order?
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Yes, you can check the delivery status of your order. After shipping, you will receive a shipping confirmation with a tracking number. You can use this number to track the current delivery status on the shipping company's website.
Can I unsubscribe from the newsletter?
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Yes, you can unsubscribe from our newsletter at any time. Simply click on the unsubscribe link at the bottom of a newsletter or contact our customer service and we will remove you from the list.
Do you offer gift vouchers?
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Yes, we offer gift vouchers. You can purchase gift vouchers in various amounts and either send them to the recipient by e-mail or have physical vouchers sent by post.
Simply contact our customer service team at hello@pro-gear.shop
Is there a minimum order value?
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No, there is no minimum order value. You can buy the products you want, regardless of the order value.
Do you offer a gift wrapping service?
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Unfortunately, we do not offer an additional gift service. Your products will only be delivered to you in our normal packaging.
Customer Support
How can I contact customer service?
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You can contact our customer service team at any time via email at hello@pro-gear.shop
We will endeavor to respond to your request as quickly as possible.
What information should I have ready when I contact customer service?
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In order to provide you with the best possible help, it would be helpful if you could provide us with your order number, your name and a detailed description of your issue. The more information we have, the quicker we can find a solution.
How long does it take until I receive a response from customer service?
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We endeavor to respond to your inquiries as quickly as possible. As a rule, you will receive a response within 24-48 hours. For more complex requests, it may take a little longer, but we assure you that we will take care of your request.
Can I cancel or change my order after I have placed it?
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We will do our best to accept changes or cancelations of your order as long as it has not yet been shipped. Please contact our customer service team as soon as possible to discuss your request. However, please note that changes or cancelations are not always possible, especially with fast shipping processes.
How does the return or exchange of products work?
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For returns or exchange requests, please contact our customer service to initiate the process. We will explain the necessary steps to you. Please refer to our return and exchange policy for more information.
What happens if an item is defective or damaged?
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If an item arrives defective or damaged, we apologize. Please contact our customer service immediately and let us know the problem. We will find a suitable solution, be it a refund or replacement.
Payment
Which payment methods do you accept?
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You can pay with various payment methods, including credit card (Visa, MasterCard), debit card, PayPal and Klarna. Simply select the most convenient option for you during the checkout process.
Can I pay in installments?
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We do not currently offer an installment payment option. However, you can use an alternative payment method such as Klarna to pay the amount on account.
Can I change my payment method after placing an order?
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Unfortunately, it is not possible to change the payment method after completing the order. Therefore, please check carefully whether the selected payment method meets your requirements before submitting the order.
When will my account be debited?
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Your account will be debited immediately after completing the order.
What happens if my payment fails?
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If your payment fails, please first check the details you have entered and make sure there are sufficient funds in your account. If the problem persists, please contact our customer service for support.
Will my credit card details be saved?
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No, we do not store sensitive payment information such as credit card details. Your payment is processed via a secure connection and the data is not stored in our system to ensure your security.
Delivery
How long does the delivery take?
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The delivery time varies depending on the destination and shipping method. As a rule, the delivery time for United Kingdom is 2-5 working days.
Further details can be found in our delivery conditions.
How high are the shipping costs?
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You have 2 options with us. You can use our free standard shipping or select insured shipping for an additional £2.90.
Can I change my delivery address after placing my order?
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Please check your delivery address carefully before submitting your order.
After completing the order, it may no longer be possible to change the delivery address.
Can I track my order?
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Yes, as soon as your order has been shipped, you will receive a shipping confirmation email with a tracking number. This allows you to track the status of your delivery.
What happens if I am not at home at the time of delivery?
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If you are not at home at the time of delivery, the delivery person will leave a notification. You can then either arrange another delivery attempt or collect the parcel from a nearby collection point.
What happens if my delivery arrives damaged?
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If your delivery arrives damaged, please report this to the delivery person as soon as you receive the parcel. Please contact our customer service team and we will find a suitable solution to rectify the problem.
Exchange & Returns
How can I arrange a return for my order?
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You can arrange a return for your order by contacting us by e-mail. Then follow the return instructions.
Is there a deadline within which I have to request a return?
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Yes, we ask you to request a return within 14 days of receiving your order. In this way we can guarantee smooth processing.
Who bears the costs for the return shipment?
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You are responsible for the cost of returning the item if it does not fit or you do not like it. If an item is damaged, we will exchange it for you.
How long will it take for my returned goods to be processed?
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After we have received your returned goods, we usually need 3-5 working days to process the return and initiate the refund process. Please be patient.
Can I return goods that have already been opened or worn?
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Yes, you can return an item that has already been opened or worn as long as it is in a resalable condition.
Please note that we may not be able to issue a refund if there are signs of wear or damage.
How do I receive my refund after a return?
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After we have processed your return, we will refund the corresponding amount to the original payment method used. You should see the refund in your account within 5-10 working days.
What happens if I return an item that I bought as part of a special offer?
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If you have purchased an item as part of a special promotion and return it, we will refund you the amount you actually paid, minus any discounts or vouchers that applied specifically to the promotion.
ATTENTION: In the case of a 1+1 or 2+1 FREE promotion, all items must always be returned, otherwise no refund is possible. If only part of the order is returned, no refund will be given. In the case of 2+1 free, at least 2 items must be returned.
