If you need to return an item, you can now submit a return request online by clicking “Start a Return Request” at the bottom of this page.
Returns must be requested and received by us within 30 days of the invoice date.
Simply enter your web order number, select the item(s) you’d like to return and tell us why. Once your request has been reviewed, we’ll email you with instructions on how to return your item(s), including a link to book a Royal Mail collection or drop off.
Returns are for refund only. Please read all of the FAQs below before proceeding with your return request.
How do I return an item?
To return an item within 30 days of the invoice date, please submit a return request using our online returns form.
Click “Start a Return Request” and enter your web order number. You’ll then be able to select the item(s) you’d like to return and the reason for the return.
Once we receive your request, we’ll review it and create a return booking. You’ll receive an email with instructions on how to return your item(s), including a link to book a Royal Mail collection.
Is there a charge for returns?
Yes. A £5 return processing fee is charged per return and is deducted from your refund.
This fee covers the processing of your return and includes a Royal Mail return label or collection.
Each return can cover items from one order only. If you need to return items from multiple orders, you’ll need to submit a separate return request for each order.
Can I return multiple orders together?
No. Each return request can only cover one order.
If you need to return items from more than one order, please submit a separate return request for each order.
Do you refund the original delivery charges?
When returning items under our standard returns policy, we do not refund the original delivery cost paid on your order.
This applies even if all items from the order are returned.
When will I receive my refund?
Once your return arrives and has been inspected, we’ll confirm by email and process your refund.
Refunds are typically processed within 5 working days after receipt of your returned items. Please note that it may take an additional 5 working days for the funds to appear on your bank statement.
Can I exchange an item?
We don’t offer exchanges. If you require a different size or item, please place a new order and return the unwanted item(s) for a refund.
What items can’t be returned?
The following items can’t be returned:
- Customised items (print or embroidery), unless faulty or incorrect due to our error
- Perishable goods
- Hazardous materials or flammable products
- Health & personal care items
To be eligible for a return, items must be:
- Unused, unworn and unwashed
- With all original tags and packaging
- Free from marks, odour or signs of wear
- Returned within 30 days from date of invoice
Productions, events and temporary-use
We understand that productions sometimes require garments for costume or temporary use. However, items must not be purchased with the intention of being worn, used for filming or performance, and then returned.
Where returned items show signs of use — including but not limited to washing, wear, make-up, odour, lint, pet hair, environmental debris or missing tags/packaging — we reserve the right to:
- Reject the return, or
- Deduct an appropriate restocking fee or reduction for diminished value from the refund.
If we reasonably suspect that items were purchased for production or costume use and returned after use, we reserve the right to apply a restocking charge to cover inspection, cleaning, repackaging and loss in resale value.
If you are unsure whether your intended use may fall within this category, please contact our team before placing your order.
Consumer Contracts Regulations
Pronto Direct primarily supplies businesses within the UK. As such, most transactions are business-to-business (B2B) and are not covered by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
However, in circumstances where an order qualifies under the Consumer Contracts Regulations, eligible consumers have the right to cancel their order within 14 days of receiving the goods, subject to the exclusions outlined below.
How to exercise your right to cancel
If you are a consumer (not purchasing on behalf of a business) and wish to cancel under the Consumer Contracts Regulations, do not use the online returns form. Submitting a return request via the form will be treated as a return under our standard returns policy.
To cancel under the Consumer Contracts Regulations, please email [email protected] from the email address used on your order with subject “Right to Cancel”, quoting your order number and the items you wish to cancel.
Under a valid Consumer Contracts cancellation:
- You must arrange and pay for the return of the item(s) yourself
- Our standard delivery cost will be refunded only if all order items are cancelled
- The £5 returns processing fee will not be deducted from your refund
Important exclusions
The Consumer Contracts Regulations do not apply to:
- Personalised or customised items (including printed or embroidered products)
- Perishable goods
- Health, hygiene or safety items once opened or used
- Items not returned in a resaleable condition
Returned items must be received by us within 14 days of you notifying us of your intention to cancel.
Business customers
Orders placed on behalf of a business, organisation, sole trader or limited company are not eligible for cancellation under the Consumer Contracts Regulations and must be returned in line with our standard returns policy outlined on this page.
