Frequently Asked Questions About Ordering from Prestige Leisure
Find answers to common questions about ordering from Prestige Leisure, including delivery and shipping, returns, trade accounts, payments, stock availability and product information.
You’ll also find helpful information about placing and managing orders, sourcing garments and using your Prestige Leisure trade account, so you can quickly find the information you need.
Account
You can apply for a Prestige Leisure trade account online. Click ‘Register’ in the top right-hand corner of our website and complete the short registration form.
Once submitted, a member of our New Business team will contact you as soon as possible to discuss the next steps.
If you’re having trouble logging in, click ‘Forgotten Password’ on the login page and follow the instructions to reset your password.
If you’re still unable to access your account, call our Customer Service team on 0800 652 1234 and we’ll be happy to help.
Yes. You can add multiple users to your Prestige Leisure account. You’ll find a step-by-step guide under ‘User Guides’ in the footer of our website.
Users cannot be permanently deleted from your account, but you can deactivate their login.
Go to the ‘Manage Users’ section in the drop-down menu at the top right of your account to manage their access.
To reactivate an old Prestige Leisure account, call our Sales team on 0800 652 1234. We’ll confirm your details and get your account reactivated as soon as possible.
Please contact our customer service team on 0800 652 1234 and they will be able to update your details for you.
Orders
Place your order by 5pm for next-day delivery.
No, there is no minimum order value. Orders under £175 will incur a delivery charge, while orders over this threshold qualify for free delivery.
Yes, you can request changes or cancel your order before the delivery cut-off on the day of purchase.
Call our Customer Service team on 0800 652 1234 as soon as possible and we’ll help where we can.
Once you place an order, you’ll receive an order acknowledgement followed by a despatch note when your order has been sent.
Your despatch note will include a DPD tracking link, which you can use to check the status of your delivery.
Own collection orders can be collected the day after ordering between 9am and 4pm. Please arrive at the Warehouse 2 door, where a member of our team will bring your parcel out to your vehicle. If you require an urgent pick up you can contact a member of our customer service team on 0800 652 1234.
Payments and Invoicing
You can pay for online orders using all major debit and credit cards, except American Express.
To pay an outstanding account balance, you can pay by phone, email payment link, BACS or cheque.
Your invoice will be sent within 48 hours of your order being despatched.
Contact a member of our customer service team on 0800 652 1234 to check your account balance.
Delivery
Once your order has been despatched, you’ll receive a despatch note containing a DPD tracking link. Use this link to track your parcel and check its delivery status.
Yes. If you’re local to our Livingston HQ, select ‘Own Collection’ at checkout.
Your order will be ready to collect the following day between 9am and 4pm. Please go to the Warehouse 2 door when you arrive and a member of our team will bring your order to your vehicle.
For urgent collections, call our Customer Service team on 0800 652 1234.
Yes. Select ‘Unbranded Delivery’ from the delivery options at checkout and Prestige Leisure branding will be removed from the documents included with your delivery.
This allows you to send an order directly to your customer or partner without Prestige Leisure branding.
Returns
You can request a return through our website. Go to ‘Returns’ in the website footer, complete the returns form and submit your request.
A member of our team will then contact you to confirm your return.
You have three months from the date of purchase to request a return.
Once you receive your return number, you have 31 days to return the garments for credit. You can also find this deadline on the Goods Authorisation document sent to your email address.
Once your return has been processed, your refund will be issued using your original payment method.
If you’re a credit customer, the credit will be applied to your account balance.
Yes. A 10% restocking fee applies to standard returns.
The restocking fee does not apply to faulty items, which can be returned at no additional charge.
Stock
No. Please note that adding stock to your basket does not reserve the items.
Stock is only secured once checkout has been completed.
Yes. If a garment you need is out of stock, we can check availability with the brand and our other suppliers and source it for you where possible. This means you can keep your order together without having to pay multiple delivery charges.
Availability isn’t guaranteed and will depend on stock levels with our suppliers.
If you need a brand that we don’t currently stock, we can also look at sourcing this for you.
Yes. You can view available supplier stock alongside Prestige Leisure stock levels on the product selection page, helping you check garment availability before placing your order.
Credit
To discuss credit facilities, call 01506 445599 and our Credit team will be more than happy to discuss this with you.
To discuss credit facilities, call 01506 445599 and our Credit team will be more than happy to discuss this with you.
We would advise to contact us as soon as possible to discuss the options available.
We advise you try again or alternatively, contact your bank. If the issue persists please get in touch with a member of our team to discuss further on 0800 652 1234.
You can submit an enquiry here https://www.prestigeleisure.com/contact-us/ and a member of the credit team will be in touch shortly.