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  2. Frequently Asked Questions


Q I have forgotten my password, how can I get a reminder?

A At the top right of the website (desktop and mobile). There is a sign in link. If you click here, it will take you to the log in page where you will see the forgotten password option Please enter the email address you registered with and a link to change your password will be emailed to you, please check your spam folders if this doesn't come through immediately.

Alternatively, please contact us for more support.



Q How do I download a copy invoice?

A If you are a 30-day invoice account customer you can log in and view all invoices, credit notes and PODs via your account dashboard. If you paid for your order via card, please contact us for a copy invoice via sales@protecdirect.co.uk



Q I'm an existing customer and would like to place orders online using my 30-day invoice credit account. How do I get a log in to pay by account and not card when I check out?

A Please contact us on 0333 0035454 or email sales@protecdirect.co.uk. We will arrange for a new login to be created which will associated to your 30 day invoice account. Alternatively, if you have already registered and only see the option to pay by card, please let us know which email address you have registered with us and we will arrange to update your login and associate your 30 day invoice account to your login.



Q I don't have an account, can I still order online?

A Yes. You can register by clicking on the register link at the top right of the website (both on mobile and desktop) or you can checkout as a guest if easier by entering your email address. During the checkout you will see the option to pay by card. If you would prefer to open a 30 day invoice account, you can apply via our online credit account application form.



Q How do I know if you've received my order?

A Once you've placed your order, you will receive an order confirmation email. 

As soon as your order has been processed into our system, you will receive a consignment confirmed email which details your delivery note number. All orders will be shown in your Web Order History. Please note, if the order shows as "Created" in your order history, this has not been processed through to us and will need to be readded to your basket and the checkout completed. 

The status should show "Completed" if your order has been successfully processed.



Q How do I cancel my order?

A Please contact us on 0333 003 5454 or email sales@protecdirect.co.uk as soon as possible. If you order hasn't been dispatched, we will cancel your order and refund you straight away.



Q I have received an email to say my items are on back order, when will I receive them?

A If you have received a Consignment Back Order email, we will source and arrange delivery for your items as soon as possible, however, supplier lead times vary. Please note that quite often stock is already en route to us and will not delay your order significantly. A sales agent will be in contact with you to discuss your backorder items within 4 hours of placing your order.



Q How do I add a new address to my login when ordering?

A If you pay by card you can add a new address during the checkout process or add to your address book via the account dashboard for future use.

If you are a 30 day invoice account customer please contact us via email at sales@protecdirect.co.uk to request the new delivery address to be added to your account - we need this in writing from you to ensure there is no risk to your 30 day invoice account being compromised and used by non-authorised contacts.



Q How do I return an item / Order?

A Complete our returns short form and as soon as we receive this we will arrange the returns reference and any collection (if required) and also contact you with details of how to return your item / order.



Q Who will deliver my order?

A Our partner courier for website orders is DPD. You will receive a text/email from DPD with a 1-hour delivery window when your order has been dispatched. Please note, depending on the weight and size of your order, an alternative courier may be used.



Q When will I receive my order?

A All orders placed Monday to Thursday before 17:00 are despatched the same day for next working day delivery. Orders placed before 5pm on a Friday are despatched for delivery on Monday (next working day). Please contact us if you have any premium delivery requirements, we can order next day pre 10:30am, 12 and Saturday delivery services if required for a small fee.



Q When will I receive my out of stock items?

A If you receive a consignment back ordered email, this means some of the items on your order may be out of stock. A sales agent will already be aware of this and working to resolve this quickly for you by sourcing the goods if they are not already en route to us - we will usually contact you within 4-hours of placing your order to discuss the items and update you with an accurate lead time for delivery.


Q  Can I recycle my used Alkaline Batteries purchased through Protec Direct?

A Yes - you can return all used Alkaline batteries to our head office stores at 671 London Road, Isleworth, Middlesex, TW7 4EX. Alternatively, please use the following link to organise battery collection: https://www.recycle-more.co.uk