Nike Strike 21
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frequently asked
questions

 

SHIPPING & DELIVERY

 
q: What is delivery time & cost?

Delivery Method Time Cost Carrier
Standard Delivery 3 - 5 business days £4.50 Royal Mail
Collect from Pro-Am Kits 0 - 5 business days FREE
Allow extra time for personalised products +20 business days

 
q: How do I check my order or delivery status?

Track Your Order Status

You can check the status of your order by logging into your Account, or by visiting the Order Tracking page. All you need is your order number, billing last name and email / post code.

Track Your Delivery Status

You can track your parcel by following the link in your shipment confirmation email. This will be sent to you as soon as your parcel is shipped.

 
q: If I missed the delivery of my package can I book a redelivery?

If you missed your delivery, your package might:

  • Get delivered tomorrow. Most carriers come back the following day trying it another time. Discover the next delivery attempt online with your track and trace number. Or contact the carrier to schedule a new delivery date and time.
  • Be waiting for you at a collection point nearby. If so, you’ll find a notification card on your doormat. Make sure you bring an ID-card along with your notification card when you want to pick it up. Your package will be kept there for 7 days before it will be sent back to Pro-Am Kits.

Haven’t you received a notification card from your carrier? Check the track and trace number or contact the carrier.

Never miss another delivery
Here’s a tip for your next delivery. Keep an eye out for the track & trace email from the carrier and use their service to redirect or reschedule your delivery. Most of the carriers offer you the options to adjust the delivery date, redirect your package to a collection point or to drop it off at your neighbour.

 
q: What should I do if I received the wrong product?

You placed your order from our online shop and received the wrong item. That is very inconvenient, and we apologise in case this happens! We ask you to please send us an email to info@pro-amsports.co.uk and we will be in touch to arrange an exchange of the incorrect item. In circumstances where we are unable to exchange the item, a refund will be issued.

 
q: Why can't you ship my order?

There are a few reasons that can keep us from being able to ship your order.

Here are a few possible causes:

  • The product(s) you ordered are out of stock
  • You live in a remote area, and we cannot deliver there
  • A payment issue might have occurred when you placed the order
  • If your order is personalised, it might still be in the queue waiting to have your personalisation added

 
q: What should I do if I haven't received my package?

If you want to find out the current status of your order you can easily do so with the Order Tracker.

We always aim to deliver your order within our standard delivery times, however sometimes unexpected factors can cause delays in your delivery.

Solution

  1. Make sure you check the delivery times for the product type of your order. If your order contains personalised products, delivery takes up to an estimated 20 business days longer.
  2. Check the status of your order with the Order Tracker

Check the delivery status of your order below. It explains each stage the delivery can be in, and what you can do at that stage.

Delivery Status Solution
Order status 'Refunded / Cancelled'. Your order may have been cancelled for various reasons. You will receive an email explaining why your order has been cancelled.
Order stuck on status 'Processing'. It is possible that the product you ordered is out of stock. Please contact us. If a product is out of stock we will be in touch and provide dates for when we expect to restock, or alternative products.
Order status 'Products ordered from supplier'. Your order is out of stock with our warehouse so your products have been ordered from our supplier. Products normally take around 5 business days to arrive in to stock.
Order status 'Order Awaiting Customisation'. Your order is in the queue to be customised with your personalisations. Customised orders can take an estimated 20 business days to be customised and processed.
Order status 'Picking & Packing'. Your order is currently being picked from stock and packed ready to be dispatched by our warehouse staff.
Order status 'Preparing to dispatch'. Your order has been picked and packed and will be dispatched shortly. Once it has dispatched you will receive a shipment email with your tracking information.
Order status 'Part Sent'. A part of your order has been dispatched. This could be because we are still waiting for some items on your order to arrive into stock, or are waiting to be customised.
Order status 'Complete'. All items on your order have been dispatched. Please note, although your order status is showing complete, you may still be waiting for some items to be delivered.

 

returns & refunds

 
q: How do I return my product(s)?

You can arrange to return an item by taking it to your local post office, or by arranging for a courier to come and collect the items from you. Please address any returns here:

Pro-Am Kits Limited
Prospect Works
Showfield Lane
Malton
YO17 6BT

In the event of any incorrect or damaged items, please Contact Us first regarding the issue with the product(s) and we will discuss the best way of resolving the matter with you.

 
q: What is the return policy?

Returning product(s) correctly to us will depend on which type of product(s) were purchased.

For non-customised items, you have 28 days from the date you received the items to return them, provided they are in original condition and packaging and have the tags still attached. If a returned item fails to meet one of these requirements Pro-Am Kits cannot accept the item back.

Customised items, such as those containing embroidered badges and logos, or printed vinyl are non-returnable/refundable.

 
q: When will I get my refund after I returned my order?

YOUR REFUND PROGRESS:

1. We'll process your return 2. Bank will send refund to you
6 - 7 business days Credit/debit card: max 14 business days
We'll send you another email as soon as we've processed your return and authorised a refund. From the moment we authorise the refund, your bank still needs to process it.

You will receive your refund via the same method that you used to pay for the product(s).

We will reimburse you from the day we:

  1. receive your online order back at our warehouse; or
  2. are informed by you about your decision to withdraw from the purchase agreement and within those 14 days (a) you have provided us with evidence that you have returned your online order or (b) we have received your online order back at our warehouse.

Refunds with Klarna

Please note, if you selected Klarna as your payment method, all refunds will be handled by them. Your refund should take 3 - 5 working days once your item(s) has been successfully processed. Please contact Klarna directly with any questions or concerns that you may have.

 
q: Can I exchange my product(s)?

Yes, any non-customised products are exchangeable, provided the product is still in stock or available to order from our supplier. You have 28 days from when you receive your product(s) to make an exchange, so long as the product is in original condition and with tags still attached.

 
q: How much does it cost to return a product(s)?

We regretfully don't currently offer free returns so the cost to return a product(s) will depend on the carrier and service you choose to send the items back to us. We highly recommend you use either a tracked or signed for service so you can keep track of your return and be sure when we have received the items back.

 
q: How many days do I have to return my order?

You have 28 days from the day you receive your order to make a return or exchange if it qualifies as per our returns policy. if you received items from one order in several parcels, the 28 days return period begins on the day you received the last parcel.

Please be aware that any customised items, such as those that contain your badge or logo are not returnable / refundable.

 
q: Klarna - How do returns work?

Want to order using Klarna, but not sure how returns work? Or perhaps you’ve already ordered with Klarna as a payment type, and want to know how to ensure you don’t pay for items you want to return.

If you have already paid for your order, but then decide to return one or more items – you do not need to do anything. You will receive a refund for these items directly from Klarna within 3 – 5 working days.

If you haven’t already paid for your order, please consider below steps in order to pause your payment due date:

You’ll have 30 days to pay for your Pro-Am Kits order. With this in mind we recommend visiting the Klarna Portal and informing them of your return.

Once on the Klarna portal, select the relevant order and click 'returns'. You'll then be able to indicate you've returned one or more item. This will temporarily pause your payment until the return has been processed - then Klarna will provide you with your new invoice total.

Should you receive a payment reminder from Klarna while you have a return in progress, please contact their customer service team directly.

 
q: Will I get a refund on the shipping costs if I return my product?

We’ll refund our shipping costs, except in the following cases:

  • You're only returning part of your order.
  • You don't return your order with the same carrier that had delivered your parcel to you.
  • You chose for express delivery. In this case, we can refund you the amount of a standard delivery, but only if you'll return your complete order to us.

    We will not refund any shipping costs incurred by the customer.

 

ORDERING

 
q: What emails will I receive regarding my order?

Typically, you’ll receive the following emails in regards to your order:

  • Order confirmation email to acknowledge we have successfully received your order
  • Order status update emails, you might receive several of these emails as we process your order
  • Shipping email containing your tracking number depending on your chosen delivery method
  • Order delivered email to confirm the parcel has been delivered

In the case of a return, the following emails will be sent for your assurance:

  • Confirmation email when the carrier has collected your return parcel
  • Confirmation email once we have received your return at our warehouse and the refund has been authorised

Upon cancelling your order, we’ll send you a cancellation confirmation email to confirm your order has been cancelled.

 
q: Where can I find my order number?

A few minutes after we receive your order, we’ll send you a confirmation email that includes your order number. If you can’t find your confirmation email, check your spam folder. If you are using Gmail, check the promotions folder. If you recently made your purchase, be aware that it may take up to five minutes to process your order before you get your confirmation email.

If there’s a spelling mistake in the email address you submitted, we will not be able to send you an email. But don’t worry, your order will still be processed as normal.

How can I be sure to never miss another confirmation email?

Before completing your order, please make sure that you have entered the correct information. Better still, create an account to securely save your details for future purchases. You’ll also be able to check your recent orders under 'My Orders' when you log in.

 
q: Can I modify my order?

Yes, as long as we have not began processing or customising your order. If you would like to make a modification to your order please email us using the Contact Us page.

 
q: How do I know if my order is processed?

You will receive an order confirmation email when your order has been placed successfully. Once you receive the shipment email your order has been processed successfully.

You can check the status of your order by visiting the order tracker. This will tell you at which stage your order is at.

 
q: How long after receiving my confirmation email will I be able to track my order?

After you receive your shipment confirmation email, it can take up to 24 hours before you will be able to track the package online. This is because your carrier needs to scan your package before you can track it. It can take slightly longer if there’s a weekend in between.

 
 

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