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FAQs

Proav OrderingProav PaymentProav CheckoutProav Delivery

General

How can I contact proav.co.uk?
Please e-mail sales@proav.co.uk or alternatively call on 01442 292929
 
What are the office opening times?
Our offices are open Monday to Friday 09:00 - 17:30. We are closed bank holidays.

Where is your office located?
1 Eastman Way
Hemel Hempstead
Herts
HP2 7DU
United Kingdom
 
What is your VAT and company Number?
Our VAT number is: GB 697 7472 62
VAT Registered: GB 697 7472 62 Copyright 2011 PRO AV. All rights reserved - Company Registration No: 3647770


Ordering

How do I know if you have received my order?
Following your order placement, you will receive a confirmation email from our system. The next email you will receive will be from our order processing team detailing your order and delivery times.
 
Can I place an order from abroad?
Yes. We always welcome overseas customers and deliver worldwide, subject to the following terms: Customers can pay by credit card if delivery is to the registered and confirmed address of the credit card and the transaction is 3D secure - ie: It has passed the Verified by Visa or Mastercard SecureCode process. In the event that you are not able to place an order please contact sales at sales@proav.co.uk or call 01442 292929
 
Can I pay online using my Business Account?
Unfortunately not at this moment in time, please contact us so we can find the right payment terms to suit you.
 
How can I get a V.A.T receipt?
A full VAT invoice is provided for all orders and will be sent via e-mail.
 
Will my personal information be saved securely?
Yes. Our payment gateway provider is SAGEPAY. All sensitive data is encrypted so that nobody can read it.
 
I've received an email asking to provide proof of address. What does this mean and is it safe?
We take our online security very seriously, we carry out a number of strict security checks on orders placed using your credit / debit card so that your card will not be used illegally. These checks are in your interest and we want to protect you. To verify your identity, we compare the details provided to us on your order with the details held by your bank. If these details do not match we may ask you to confirm your address or identity. Please note that we do not ask you to provide card details or any personal information.

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Payment
 
What payment types can I use when ordering?
We accept most major credit/debit cards for individual transactions to the value of £25,000 (inc. VAT), provided that the card is registered to the confirmed delivery address and the payment is 3D secure (Verified by Visa / Mastercard SecureCode).
 
What should I do if my card was declined when placing an order?
There can be number of reasons for your card to be declined:
1. There is not enough credit on the card. Please can you can try using a different one.
2. Your bank could impose a single transaction limit to your card, or if you do not usually shop with us, they may have prevented the transaction as being out of shopping pattern. We have found that the latter option is very likely if you have fraud protection enabled on your card.
3. Please make sure all of your details entered are identical to those on the card. Make sure that the billing address is the card registered address.
 
Are receipts sent with deliveries?
Yes. A full VAT invoice is provided for all orders.
 
If I place an pre-order on a product when will the money leave my account?
The order would be processed and payment is authorised and taken. However in the event that you wish to cancel a pre-order a full refund would be provided.
 
How secure are credit card transactions online with Proav ?
We take security very seriously, our website uses secure encryption and is PCI compliant, meeting the security standards demanded by the most stringent banks.For more information click here.
 
What is your VAT policy for customers outside of the EU?
VAT is not charged on orders delivered to locations outside the EU.
 
Our policy on EU VAT refunds for EU VAT registered customers?
If you can provide us with a valid EU VAT number you will not be charged VAT. You will be asked for your EU VAT number in the checkout.
 
What is Payment Authentication?
It is an extra layer of security for online credit and debit card transactions:
 
 
When will my credit card be charged?
For all successful transactions, credit & debit cards are authorised and charged at the time of order placement.
 
Can I pay by cheque?
Yes, please call our sales team to confirm your order and to recieve a refernce number for your payment.

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Checkout
 
Do I have to register an account to place an order?
No. You can checkout as a guest however we recommend creating an account as this allows you checkout faster in future. You also get access to an account area where you can track your order progress, create wishlists and view available special offers.
 
The promotion code I have entered is invalid, why would this be?
Please make sure that you've entered the code without any mistakes. Some of our promotions can be time limited, it might be that the promotion is no longer active.
 
Can I use more than one promotional code?
How many codes you can use depends on the promotional campaign we are running however most of the promotions we run will only allow you to use one code per order.

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Delivery

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.

For part shipment please feel free to e-mail customer services info@proav.co.uk or call the Sales team on (01442 292929)

Do you deliver outside mainland UK?
Yes - Please just add the product to your shopping 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.

How much do you charge for delivery?
Your delivery charge will be calculated in the basket depending on the size and weight of your delivery. Standard Delivery charge to mainland UK is usually £5.00 and Northern Ireland is £25.00 excluding VAT.

Is it safe to enter my card details when ordering at Proav.co.uk?
Yes. Our payment gateway provider is SAGEPAY. All sensitive data is encrypted.

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.

When will you debit my account?
For all purchases, the full amount is debited at time of order.

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.

Can I get an invoice for my order?
Yes. A full VAT invoice will be sent to you via email.

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.

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.

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