FAQs - Priory Direct
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FAQs

All of your questions answered.

Topics

Ordering

We want reordering to be as easy as possible for you. For a no hassle checkout, go to the 'Rapid Reorder' tab in your 'My Account' area, where you can easily view, edit and build you new order with your usual products.
'My Products' allow you to quickly order your favourite products from the My Account area. To add any of our products to your favourites, look out for this icon on product pages and simply click to add.
All of the products you've added to your My Products are stored and displayed in the Manage My Products tab in the My Account area.
All of your invoices are stored in your My Account area. You can view your order details or download any of your invoices to keep for your records.
Put simply, Accumulator Saver rewards you with price reductions of up to 47% when you order more. It allows you to mix and match your savings by counting all of the items in your basket towards the box rate you pay.
Yes of course you can, if you've ordered the wrong goods or the goods aren't suitable you can post them back to us and as long as they're in a sellable condition we'll issue you with a full refund! Our full returns policy can be found in terms and conditions under section 6 'Cancellation and Returns'.
Ordering

Payments

We currently accept online payments via SagePay and PayPal. You can also make a BACs payment to us by selecting a Proforma invoice at checkout, but please note we won't despatch any goods until we have received payment. Please contact us if you wish to pay using another method.
Yes, it is - you'll need to complete an account application form for us to process. Once a credit account has been approved you will be able to order online in the usual manner but select 'credit account' as your payment method. Please note that credit facilities will be withdrawn if terms are not adhered to.

Click here to download a credit account application form.
No you don't - during the checkout process you will be asked for a VAT registration number which, once successfully validated, will remove VAT from all transactions on your account.
Payments

Delivery

Our delivery prices start from:

1st Class Royal Mail from £3.50.
Parceforce next day consigned service form £5.55.
DPD Climate Neutral; next day consigned service from £6.55.
Palletways next day consigned pallet service from £25.30.
We guarantee to despatch all orders received before 5pm Monday-Friday the same day and achieve next day delivery for 99% of our orders with the exclusion of rural Scotland and some areas of Europe.

We also offer premium delivery services for urgent orders with a variety of faster choices depending on your location - next working day pre 11am, pre midday as well as Saturday delivery services and Europe-wide pallet deliveries are all examples - click the delivery dropdown as basket to see your choices.
Orders are despatched using consigned courier services or pallet couriers depending on size. Interlink, DPD and UPS are our parcel couriers all of whom provide tracking information which we send to you via email. Palletways and Express European are our pallet couriers - we can help you with tracking pallets if necessary.
We deliver our goods worldwide with next day delivery typical throughout the UK and most of Europe depending on order size. If you're worried that we will have any difficulty delivering to your location then please just contact us and we'll confirm what service we can offer to your location.
Yes - and we will pass your instructions on to the courier. Please note, however, that if you request such a delivery then you are taking responsibility for the goods should they go astray after delivery.
If your order is coming via courier then yes, we offer in flight rescheduling as standard. You will receive an email or SMS asking if you'd like to reschedule your delivery for tomorrow or the day after – this is completely free and designed to make our delivery service as flexible to your needs as possible.
Delivery costs are calculated at basket once you've built your order - simply add your country and post code for an accurate delivery cost.
Pallet couriers do not offer this service as standard however we can opt to deliver even larger orders with parcel couriers and can always ask our pallet couriers if they'll cater for your special requirements - simply select parcel courier when you place your pallet-sized order to have your items arrive by hand or contact us if you'd prefer a pallet service with assistance and we'll do our best to help.
Yes of course you can, if you've ordered the wrong goods or the goods aren't suitable you can post them back to us and as long as they're in a sellable condition we'll issue you with a full refund! Our full returns policy can be found in terms and conditions under section 6 'Cancellation and Returns'.
Delivery

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