FAQs

Corona: All information about orders, delivery times, customer service and our protective measures can be found here.
If you have any further questions, please contact us via our Service Hotline on 01803 677 916 or send us a message using the contact form.

How do I order a catalogue?

We do no longer print paper catalogues. Please discover our current online catalogues free of charge in the Catalogue section.


Why does Pro-Idee use shrink wrap instead of paper when sending their catalogues?

We used recyclability as the basis for choosing a packaging film. In fact, although perhaps not recognisable at first glance, this material has environmental benefits:

  • Our films are made of polypropylene, a fossil-based plastic. This means that it is mostly made from natural gas which makes polypropylene one of the most resource-efficient standard plastics available.
  • Unlike polyester, polypropylene has little impact on the environment as it consists exclusively of carbon and hydrogen. It pollutes the environment even less than paper. For the production of a single A4 sheet of paper you need for instance 10 litres of water.
  • Polypropylene is – in line with EC directives – not harmful to your health. For example, there are no heavy metals and plasticisers included.
  • Polypropylene – unlike polyester – can be optimally recycled. By means of near-field infrared technology in the sorting plants, this substance is separated from other materials and can thus achieve 98% purity. This, in turn, produces twice the calorific value on incineration in the waste incinerator as it does when burning paper. This ultimately saves fossil resources.


How do I unsubscribe from the catalogue?

If you no longer wish to receive our Pro-Idee catalogue, please let us know via our service number 01803 677 916 or send us a message using the contact form.


Why do I still receive catalogues even though I objected to the storage of my personal data for the purpose of direct mail?

Due to the process involved, there may be a time delay between the receipt of your objection and the processing of data for promotions already started. We ask for your understanding.


Why do I still receive catalogues at my old address, even though I have already communicated my new address?

Due to the process involved, there may be a time delay between the updating of your new address and the processing of data for promotions already started. We ask for your understanding.


How do I subscribe to the free newsletter?

By subscribing to our newsletter, you will receive information about our latest, interesting new products directly to your e-mail address. Please enter your details in the Newsletter section. Please provide your first and last name, together with your e-mail address. You will have the option of selecting your areas of interest from the available newsletter topics.


How do I unsubscribe from the newsletter?

To cancel your subscription, please click on the unsubscribe link found at the end of every newsletter.
If you already have a customer account with our online store, you can also cancel your newsletter subscription from there:
Using your e-mail address and personal password, log in to My Pro-Idee where you will find the "Your Pro-Idee newsletter" tab. You now have the option to unsubscribe from the newsletter.


What should I do if I do not want my personal details to be disclosed?

We forward personal details to specialist service providers, such as delivery companies and IT providers, for example, for transaction processing and credit check purposes. We never disclose any details to third-party states (countries outside the scope of the 95/46/EC directive of the European Parliament and Council dated 24 October 1995).

How do I claim for a defective product?

Pro-Idee provides at least a 3-year warranty, over and above the statutory 24-month warranty. Please contact us via our service number 01803 677 916 or send us a message using the contact form.


What should I do if a product is missing from my delivery, but listed on the invoice?

Please contact us via our service number 01803 677 916 or send us a message using the contact form.
In order to be able to handle your enquiry, we need the following information:
1. What is the stamp number on the invoice?
2. Has the missing product been ticked on the invoice?


What should I do if I receive a damaged delivery?

Please contact us via our service number 01803 677 916 or send us a message using the contact form.
If there are already signs of external damage to the packaging/parcel during delivery, then please refuse to accept the shipment and contact our service number 01803 677 916 or send us a message using the contact form.


What should I do if I receive the wrong product?

Please notify us via the service number 01803 677 916 or send us a message using the contact form.

Do you offer a special service for corporate customers?

Pro-Idee has a special service that grants special terms to corporate customers ordering larger quantities, for gift or incentive programs, for example.

We will deliver items to an address list specified by you, on the desired date, along with a greetings card and gift wrapping, if required. For more information please go to our Corporate Customer Service page.

What is my account balance?

Please log in to My Pro-Idee. In the “Overview” section you can find information about your current account balance.

How can I change my saved data?

To change your personal data, please log in to My Pro-Idee.
In the “Customer information” section you can update your saved data in the “Personal data” section.

When will I receive my delivery?

Please log in to My Pro-Idee. In the “Orders” section, you will be able to see the current status of your order.


How can I send my purchase to a delivery address that is different from the invoice address?

1. A different delivery address.

The package is sent to a delivery address that is different from the invoice address – the invoice is in the package.

2. The gift delivery
The package is sent to the address of the gift recipient. It contains a letter showing who ordered the gift. The invoice will be sent to you separately.


How can I change a delivery address that has already been saved?

To make a change to a delivery address already saved, please log in to My Pro-Idee. In the “Customer information” section, you can change or delete the address under “Delivery addresses”.


How do I arrange for several items to be delivered together as part of my order?

Please contact us via the Service Hotline on 0844 846 50 50 (calls are 7p per minute plus your telephone company's access charge).


How much is postage and packing?

All the postage and packing details, including the amount, are available on our Customer Services page.


Is postage and package payable again in the case of an exchange?

In the case of an exchange for a different size, colour or product, we will charge postage and packing – just as for a new order.


Can you deliver my order overseas?

A list of the countries to which we deliver, along with the corresponding postage and packing, is available on our Customer Services page.


How do I order a gift certificate?

To print yourself
First go to the Gift Certificate page. Clicking the "Order gift certificate now" box will display the gift certificate. You can now select the gift certificate value and enter the recipient's name, together with a personal message. Then click "Next". You now have another opportunity to check your details. The next steps are the same as for any other order. Please remember to print out the gift certificate after completing the order.


Can I send a Gift Certificate to another address?

You can add a different address other than your own in the field "Choose a different delivery address". A differing address other than the one used for the invoice can be entered under "order details". Open the section and fill in the desired delivery address. If you are sending a gift to another address please make sure to tick the box "Do not include invoice in consignment, invoice must be sent to invoice address".


How do I redeem a voucher?

First add the desired item to your basket and complete your order up to Point 4 "Order Details". Below the listed item, you will have the opportunity to enter your personal voucher code in the "Redeem Voucher" field.

How do I change/cancel an order?

Please contact our service number on 01803 677 916, send us a message using the contact form or send an e-mail to info@proidee.co.uk.


Where can I get information about my order?

You can get information about your order by calling the service number 01803 677 916 or sending us a message using the contact form.


Can I view Pro-Idee items?

It is possible to view our products in our retail outlets. These are located in Aachen and at Cologne/Bonn and Dusseldorf airports. Please note that not all the products listed in the catalogue and online store are available in our retail outlets. You are welcome to phone in advance to enquire about the availability of specific products. The opening times and phone numbers are available here.
And you can also conveniently order products and view them at home at your leisure.


What should I do if I have seen a product for a lower price from a different supplier?

Our Price Guarantee will apply in this case: In order to be able to handle your enquiry as quickly as possible, please send us the necessary information in the form of a link to the lower priced item using the contact form, or the relevant brochure by post. You can find our address here.

Which payment methods do you offer?

You can find the payment methods we offer under the Payment heading.


What are Pro-Idee bank details?

Our bank details are:
HSBC Bank
GB56MIDL40203091889974
MIDLGB22


How do I pay by credit card?

Credit card payments are either made via the service provider "Concardis" or via "Ingenico".

Concardis is a leading provider of digital payment solutions with 1,100 employees serving more than 116,000 customers in Germany, Austria, Switzerland and South-Eastern Europe.
Ingenico is a leading European provider of payment services. It controls and secures online payment transactions for more than 35,000 customers worldwide. The data is stored in compliance with the strictest security protocols and the Payment Card Industry Data Security Standard (PCI DSS).


What should I do if I am asked for an additional password when entering my credit card details?

This is a security service (Verified by Visa, MasterCard Secure Code, American Express SafeKey) provided by your credit card company. Verified by Visa, MasterCard Secure Code, American Express SafeKey, Diners ProtectBuy protect your card from unauthorised transactions and provide total security when shopping online. Please enter your personal password in the field displayed, to enable the credit card payment to proceed.


How do I change my credit card details if my order has already been dispatched?

Once an order has been dispatched, your credit card details can no longer be changed. Please contact our Service Hotline on 01803 677 916 or send us a message using the contact form.


Can I change the displayed credit card data in the service provider window with new card details?

If you have already entered and saved your credit card details for a previous order, these details will be shown with some numbers replaced by the letter “X” for security reasons. Only the last digits are displayed in plain text. If you want to reuse this card from your previous order, leave the information (including the “Xs”) unchanged and carry out the payment as usual for your new order. If you want to use another credit card, simply overwrite the pre-filled credit card data with the new card details.


What should I do if my order is interrupted whilst entering my credit card details?

In this case, you do not need to place another order. We will contact you if your credit card has not been debited.

What is the benefit of having an online account?

The benefit of having a personal online account is that it provides an overview of your recent activities, such as placed orders, baskets and wish lists, for example.


How do I set up my personal Pro-Idee online account?

You can set up your personal online account under My Pro-Idee by ticking the "I would like to set up an online account" box. Please enter your address on the following screen, even if you already have a personal customer number with us. Clicking "Next" will take you to the customer area.


How do I log in to my online shop account?

To get information about your recent orders, your wish list and your shopping basket, you need to log in to our online shop. This is done under My Pro-Idee. Please enter your email address and your personal password.

How can I return purchased products?

Our returns/exchange policy is available in the Return shipment.


Right of return until January 31st, 2020

In addition to your legal right of cancellation we offer a right of return for all Christmas gift orders: You may exercise your right to withdraw from the contract by returning the bought and unused products in their original packaging by January 31st, 2020 at the latest to Pro-Idee, Woodview Road, Paignton, TQ4 7SR. Postage is payable. The deadline is considered respected if the posting date is January 31st, 2020 at the latest. Excluded from this guarantee are expendables, hygiene products and customised items.

How can I tell whether an item will be delivered by courier and how will the delivery be handled?

Items that are marked with a lorry symbol will be delivered by courier.

We charge an additional one-off shipping fee that is calculated according to the volume/weight of the goods ordered. We will inform you of this cost in advance. This service includes delivery - by two people if necessary - to your specified location (e.g. 5th floor, garden, cellar, etc.). Please provide a phone number when placing your order, as you will be notified of the courier delivery by phone.

The perfect size

Please finde our size chart here

All order size on our online shop are based on this Fashion Classics size chart which in turn complies with official size charts. Once you have taken your body measurements and found your size in the Fashion Classics size chart, you can always order this same “order size” and be almost certain that it will fit. Just remember your “order size”.

In our product description we sometimes give you another size in addition to the order size – especially if the manufacturer´s goods are sized based on a different chart than ours. We refer to this size as the “Manufacturer´s size”. This is especially advantageous if you are already familiar with the sizing of a particular manufacturer.

Our specialists will be pleased to answer any other questions you may have: Telephone 01803 677 916, Monday-Saturday from 8 a.m. – 10 p.m. and Sunday from 9 a.m. – 10 p.m.

Your question was not answered?

For any other issues, please contact us via our service number 01803 677 916 or send us a message using the contact form.

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Order hotline

  • Monday – Saturday 8 a.m. – 10 p.m.
    Sunday 9 a.m. – 10 p.m.
  • calls will cost 7p per minute plus your telephone company's access charge

Questions and advice

  • Monday – Saturday 8 a.m. – 10 p.m.
    Sunday 9 a.m. – 10 p.m.

We will gladly reply to your request as soon as possible.

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