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FAQ's

  1. Where's my order?
    Feel free to email us at info@proav.co.uk. Note: Your order will be dispatched when every item is available. We will email you to let you know when it has left our warehouse and will provide you with a tracking number.
  2. Do you deliver outside mainland UK?
    Yes - Please just add the product to your shipping cart then enter the destination for the product, this will then provide you with the shipping cost. If you have a requirement that you would like to speak to a sales representative about then please feel to call us on +44 (0)1442 292929 to discuss this in detail.
  3. How much do you charge for delivery?
    Standard Delivery charge to mainland UK is £4.50 and to Northern Ireland £25.00 excluding VAT.
  4. Is it safe to enter my card details when ordering at Proav.co.uk?
     Yes. Our payment gateway provider is REALEX. All sensitive data is encrypted so that nobody can read it.
  5. I have ordered more than one item, when should I expect delivery?
    Your order will be dispatched when every item is available unless otherwise requested - this may incur additional delivery costs. The dispatch time will be that of the item with the longest availability. We will email you to let you know when it has left our warehouse.
  6. When will you debit my account?
    For All purchases, the full amount is debited at time of order.
  7. I want to place an order for a gift. Does the value appear on the packing slip?
    Pricing will only be shown on the invoice which will be sent to the email address from where the order was received.
  8. Can I get an invoice for my order?
    Yes. A full VAT invoice will be sent to you via email.
  9. How do I cancel my order?
    Email info@proav.co.uk within 24 hours writing CANCEL in the subject line immediately or call on +44 (0)1442 292929 for orders not yet despatched. Please refer to our Terms & Conditions for our cancellation, returns and refunds policy for orders already received.
  10. What if I'm not in when you deliver?
    You will receive a card from the courier company giving details of where the goods are held. They will aim to dispatch your goods again on the following working day. Alternatively you may arrange to collect. Requests for re-direction to an alternative address incur an additional charge of £11.00 including VAT. If you do have any problems, then please call us on +44 (0) 1442 292929.

Customer Services

Secure Online Shopping

Here at Proav.co.uk we take the security of our customers very seriously and use Realex as our payment service provider (PSP). Realex provides Proactive UK Ltd with secure online credit and debit card payment solutions that enable you as the customer to have a safe and enjoyable experience while purchasing on our website.

We use 128-bit SSL (Secure Socket Layer) encryption which means your personal data will stay personal; even we do not have access to your credit/debit card details as it is all handled by the Realex server. For your own peace of mind, a padlock symbol will appear at the bottom of your browser to indicate that you are on the Realex secure server.

Realex Payments are fully accredited with Level 1 PCI DSS by Visa and Mastercard. Information Security is their top priority and they have invested in extensive controls and infrastructure. Relaex systems and security controls are based on current industry standards and there are several layers of technology in place to ensure confidentiality, authentication and integration of information.

In addition, for that little extra security, if you order on our site with a Visa card, Mastercard or Maestro card, we offer 3D secure verification.

3D Secure is the technology behind Verified by Visa (VbV) and MasterCard SecureCode (MSC) and provides a more secure method for authenticating the cardholder at the time of the transaction.

3D Secure is a simple password identity-checking service that helps you take the risk out of online retail. If you have any concerns about ordering over the internet, you can always call our fully trained sales team on 01442 29 29 29 to place your order.

Please click the links below to learn more about Secure Verification when using your Visa or Mastercard -

Verified By Visa

Mastercard SecureCode