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Help & FAQ's

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  1. Questions About Purchasing and Ordering
  2. Questions About Payment
  3. Questions About Returns and Exchanges
  4. Questions About Warranty and Product After-Care
  5. Questions About Promotional Codes and Discounts
  6. Questions About The Proviz Refer-a-Friend Scheme
  7. Additional Questions


Questions About Purchasing and Ordering

Are your products in shops?

Yes, we are in stores around the world in 35 countries. For information on which stores sell Proviz in your country you can contact the distributor in your country.

Can I order over the phone?

Yes, please call our experienced team on +44 (0) 1425 204 445 who can process orders as well as answer any questions.

Where can I buy Proviz products online?

We send to almost all countries across the world.

Is it safe to shop online?

Yes, we use an independent secure payment system and the site is secured with an SSL (a Secure Sockets Layer, which is standard security technology for establishing an encrypted link between a server and a client).

Do I have to create an account to shop on the Proviz website?

No you don’t, but if you do you don’t have to re-enter your details next time you shop.

What Size shall I buy?

Each product page has a Size Guide tab under the Add to Basket button containing relevant measurements and sizing information. If there isn't a size guide it is because it is a one size fits all product.

Which Jacket or Gilet should I buy, there seem a lot?

We have pulled together a comprehensive buying guide for both jackets and gilets, showing the different features of each to help make your decision, each jacket and gilet also has a 'compare' pop up on the product page to compare features like waterproof, breathability etc

If a product says out of stock will it be coming in soon?

If you like a product that is out of stock, you can sign up on the actual product to be alerted when the size or product is back in stock.

Is it possible to customise your products?

Yes, please see Proviz Personalised and for a more bespoke or larger volume orders, please see Proviz Bespoke or contact [email protected] for further information.

My order is a gift. Do you offer Gift Boxes?

Not currently but we will in the future.

Can I change my order if it has not been dispatched?

Yes you can, please contact the sales hotline on +44 (0) 1425 204 445 to see whether your order has been dispatched and to request any changes.

How will my products be sent?

We have different postage options, from standard mail to courier. You can select which one you want at checkout. For further information on postage options please see our Delivery Information.

How much does postage cost?

It varies depending on which postage options you choose and which country your order is being sent to. For further information on postage costs please see our Delivery Information.

When will my product arrive?

It varies depending on which postage options you choose and which country your order is being sent to. For further information on delivery times please see Delivery Information.

Where is the packing slip?

For sustainability reasons, this now comes by email, if you wish to return your product please see our returns page.

Do you offer Click & Collect?

Yes, please see this section.

Questions About Payment

Which currencies can I buy in?

You can buy in various currencies on our international websites.

What payment methods can I use?

The payment methods are listed at the footer of each of the individual websites, we take all major credit and debit cards, Apple Pay and Paypal.

Do you accept cheques?

No, all orders need to be processed with a valid credit or debit card or through paypal on our website or the sales hotline +44 (0) 1425 204 445.

I live in the EU, what do i do about Brexit?

Good news is that we have a warehouse in the EU, so please go to this website and this will ensure your order dispatches from within the EU, you aren't charged any duty and your order should arrive smoothly.

My country isn't on the dropdown list on Checkout

As above this will be due to Brexit, where we can't send products from our UK warehouse to EU countries without the customer incurring duty, we do however have a EU warehouse where we can send your products so you aren't charged duty and the process is very quick and smooth, please go to this website

If I get an error on the checkout will i be charged?

If your registred billing address does not match your card address, your bank will refuse the payment when you try to order. Sometimes banks may take what is called a 'shadow payment' which is the bank 'reserving' the funds but this will then be removed when you have completed the payment successfully. If you see two payments go through, don't worry the 'shadow payment' will be removed by your bank. Please note this is not controlled by us, it is down to the bank, it may appear the amount has been debited but it actually hasn't been and can take a few days to be removed. If you wish for the shadow payment to be removed quicker, please contact your card issuing bank.

Do prices on the website include VAT?

Yes, prices on the website include all relevant VAT charges.  However, for deliveries outside the UK, you may be required to pay any other applicable sales tax or customs duty charges in your own country.

Questions About Returns and Exchanges

Can I return my goods?

Yes, you can return your goods up to 30 days after receipt so long as they have not been used and are in perfect condition with their original packaging and any labels and hangtags still attached.  Please see our returns policies for further information on returning products from UK and International returns.

If I have removed the tags, can I return my purchase?

Unfortunately not, our returns policy strictly says no tags should be removed, so please keep the tags on when trying the products on.

What do I do if I purchased my Proviz Product from an Independent retailer, not the Proviz Website online and I want to exchange it?

If you have purchased from another independent retailer you will need to speak to them directly with any returns/exchange/refund queries.

Questions About Warranty and Product After-Care

Do Proviz products come with a guarantee/warranty?

Yes, there is a limited 12-month warranty on all products for product malfunction. This does not cover damage caused in the event of an accident (see the repair section below) or damage caused when using the product eg. catching a sleeve on something sharp. If you have purchased your product from an independent retailer or shop (not our website) please take your warranty up with them as we have strict distribution agreements in place with our retailers that we have to follow. So you will need to contact the retailer that you purchased your gear from directly.

How do I deal with a Warranty issue?

If you have a warranty issue please contact [email protected].

How do I wash my Proviz Clothing?

Please look at the washing label on the product and follow the instructions carefully, you can also see the general washing guides here.

Are there repair patches available if I have an accident?

We don't have specific patches for each product however we recommend Tenacious Tape which is available at all good outdoor retailers and online

Please see instructions on how to repair the product

1. Clean and dry the area around the tear.
2. Smooth out the product and place it on a hard flat surface
3. Place the tape over the tear and measure how much you need. Where possible leave 2.5 cm of excess tape around the rip.
4. Use scissors to cut the tape and round off the corners (this reduces the chance of it from catching and peeling up).
5. Line up the different parts of the tear as close as possible.
6. Peel off the back layer and place the tape over the tear pressing from the middle out, smoothing the fabric and removing any air bubbles.
7. The product can now be worn and is water-resistant, but allow 24 hours for the adhesive to fully set.

We also offer a crash replacement discount, please email [email protected] with the photos of the product and we can send you out a discount code.

Are you able to recycle products and do trade in for old products?

Yes please see our sustainability page

Questions About Promotional Codes and Discounts

Do you have any discount or voucher codes?

Our current discount codes are on the voucher page.

How do I use a promotional code?

All valid promotional codes can be used on checkout at the basket stage, there is a discount code box you put the code into and apply it there.

Can I use more than one promotional code?

No, you can only use one at a time.

Can I use a promotional code at any time and on any item?

So long as the code is still valid you can use it on any full price item.  If there is a special promotion running, eg Black Friday Sales Event, on or an item is already discounted then the code cannot be used and may be temporarily deactivated during the promotion.

Do you offer Student Discounts or Miliary and Blue Light Card Discounts?

Yes we do, please see the Student Discount Page and the Miliary and Blue Light Discount Page.

Do you give discounts for companies and organisations?

Yes we do, please see our Employee Benefit Page

Do you give discounts for sports clubs?

Yes we do, please see our clubs page

Questions About The Proviz Refer-a-Friend Scheme

Do you have a refer-a-friend scheme and how does it work?

Yes, we have a refer-a-friend scheme. If you like us enough to recommend us we’ll happily give your friends an introductory discount and give you a thank you. What we offer changes over time so please click here to go to the current refer-a-friend scheme.

Our refer-a-friend scheme enables you to share with your friends using your name. This means that you can simply tell your friends to come to Proviz and enter your name and they’ll be given their discount code.

You can also recommend us by link, email, on Facebook or on Twitter.

I’ve been referred to Proviz by a friend and they said I just need to enter their name to get a discount that they offered me. Where can I do this?

You can do this as you’re buying from us during the checkout process. There is a link just above the voucher code box during checkout saying "Been referred by a friend?". Alternatively you can click here to enter your friend’s name.

Once you've confirmed the friend who referred you, you will be able to access your reward. You can then enter this code in the voucher code box as you’re buying.I’ve referred someone. 

How do I know whether they’ve bought anything and whether I’ve got a reward?

We will email you as soon as any rewards are due. The email will have come from [email protected] as Mention Me are the company who manage our refer-a-friend scheme for us.

It is also possible to see the status of your referrals on your dashboard. You can find a link to your sharing dashboard at the bottom of the email you receive when you sign up for our refer-a-friend scheme.

Additional Questions

What are your terms and conditions?

Our terms and conditions are set out in our terms and conditions section.

Do you run competitions?

Yes, we regularly run competitions on our facebook page.

Do you have a blog?

Yes we have a blog which is regularly updated with content and news.

Do you have a newsletter?

Yes you can sign up here for promotions, latest product releases and news.

Are your Jackets/Gilets PVC Free?

Yes the jackets/gilets are PVC free.

How often do you raise your prices?

We try to keep our prices as low as possible as we are keen to make Proviz products accessible for people, but occasionally they do have to rise to be able to offer free delivery, free returns and constant product innovation.

Do you run an affiliate programme?

Yes, please email [email protected] for more information.

Do you have an Ambassador Programme?

Yes, please go to the Global Ambassador page

I am a retailer; can I open a trade account?

Yes, if your country and sector isn't represented by a Distributor, please go to the Retailer section where you can contact us to open an account and order on the b2b.

Do you support charities?

Yes we support World Bicycle Relief, we match customers donation on checkout. It is a brilliant charity where Bicycles are really making an impact. We also support various Charity events and support people fundraising for them by helping with kit for training.