FAQs | Priory Direct
Ordering
How can I easily reorder my usual products?+
Use the Rapid Reorder tab in your My Account area. You can view, edit and build your new order with your usual products — no hassle, no searching.
What are 'My Products'?+
'My Products' is your saved favourites list. Click the icon on any product page to add it, and everything you've saved appears under Manage My Products in the My Account area — ready for quick reordering.
Where can I find my invoices?+
All your invoices are in the My Orders tab in the My Account area. You can view them and email them to yourself directly from there.
What is Mix & Match Savings?+
Order more, save more — up to 47% off. All items in your basket count together towards a lower box rate, so you can mix different products and still hit the better pricing tier.
Mix & Match works across your whole basket — you don't need to order multiples of the same product. Mixing tape, boxes, and void fill all counts towards your rate.
How can I track my orders?+
Visit the My Orders tab in the My Account area. You'll see your order number, courier, expected delivery date and live tracking information — all in one place.
Can I return an order?+
Yes. Post unused goods back to us in sellable condition and we'll issue a full refund. We don't offer exchanges — if you ordered the wrong size, return for a refund and place a new order for the correct size.
Full details in our Terms & Conditions under section 6, 'Cancellation and Returns'.
Payments
Accepted payment methods
We offer several ways to pay — online, by bank transfer, or on account.
Can I open a credit account?+
Yes. Complete and return a credit account application form. Once approved, simply select Credit Account as your payment method at checkout. Please note that credit facilities will be withdrawn if payment terms are not met.
↧ Download application form (PDF)I have an EU VAT-registered business — do I pay UK VAT?+
No. Enter your VAT registration number during checkout. Once validated, VAT is automatically removed from all transactions on your account.
Delivery
Free next day delivery on orders over £250
The more you order, the less it costs — and the lower your carbon footprint.
Spend £250 ex VAT on a single order to a UK mainland address and delivery is on us. Automatically applied at checkout — no code needed.
Standard delivery prices from
How do I get next day delivery?+
Order before 5pm Monday–Friday and we'll despatch the same day. 99% of orders arrive next day (excluding rural Scotland). Premium options — pre-11am, pre-midday, and Saturday delivery — are available at checkout.
How are goods despatched?+
Parcels go via Interlink, DPD or UPS — all provide email tracking. Large or heavy orders go via Palletways or Express European pallet couriers. Contact us if you need help tracking a pallet shipment.
Where do you deliver?+
Mainland UK and Northern Ireland. Outside these areas we offer collection only. Not sure about your location? Contact us and we'll confirm what's possible.
Can I reschedule a delivery after ordering?+
Yes — for courier deliveries we offer free in-flight rescheduling as standard. You'll receive an email or SMS giving you the option to push your delivery to the next day or the day after.
Can I specify a safe place if I'm not in?+
Yes — we'll pass your instructions to the courier.
If you request a safe-place delivery, responsibility for the goods passes to you once the courier has left them as instructed.
Does your pallet service offer tail-lift or handballing?+
Not as standard. For large orders needing hand delivery, select parcel courier at checkout. If you need a pallet service with assistance, contact us and we'll do our best to arrange it.
Can I return an order if there's a problem?+
Yes. Post unused goods back to us in sellable condition and we'll issue a full refund. Full details in our Terms & Conditions under section 6, 'Cancellation and Returns'.
Our team is happy to help with anything not covered here. Get in touch and we'll come back to you promptly.
Our full policies on returns, cancellations, and delivery can be found in our Terms & Conditions. Last reviewed 2026.