FAQ's

How do I know which size helmet to buy?

Please use our size guide to find out more info HERE

AS AN EU CUSTOMER, WILL I NEED TO PAY CUSTOMS CHARGES?

We cover all customs charges on our side, so delivery to EU mainland addresses shouldn't be subject to customs or import charges, but each territory does work differently.

You may be subject to taxes, fees, levies or other charges due to local laws or customs rules. Whoever your order is addressed to is responsible for all customs costs associated with the import of the products, and will be required to pay any additional charges for international delivery.

For more information please contact customercare@protecbrand.eu

I have a warranty-related question, who should I ask?

In a warranty-related situation, your first point of contact should be the place of purchase. For all purchases made on this Pro-Tec website, please contact us at customercare@protecbrand.eu . If your order was placed online or in-store with another retailer, you will need to go back to them as the first point of contact. The store can pass on the details of the claim to us and we can advise of a suitable solution.

I have a technical question, who should I ask?

If you have a specific question relating to any of our products you can always contact us at customercare@protecbrand.eu no matter how technical! We are here to help you.

My size shows 'Out of Stock'. How can I order?

Sizes that are displayed in the list with 'Out of Stock' are sold out. To see when your size might be back in stock, please contact us at customercare@protecbrand.eu . Currently, we do not offer back orders.

Sizing Guide?

Please click here to see our size guide. If you require further assistance, please contact us at customercare@protecbrand.eu

What payment methods do you accept?

Did my card get charged?

When using a credit or debit card on our site(s), your financial institution may place a monetary hold on your account. This hold is usually released when the completed transaction is received by the bank, but the release of the hold may take several days, depending on your bank's policies. Please check with your financial institution for more information.

How do I apply a discount to my order?

At the top right of the page, you will see “BASKET”. Click on the link and then click “VIEW BASKET”. Once in the Basket, scroll down until you see "DISCOUNT CODE". Type your promo code in this field and click "APPLY COUPON". Once applied, if the promotion is valid you will see a confirmation at the top of the screen in green writing. The discount code will now be applied at checkout.

My promo or discount code is not working?

We recommend that you check the valid-through date to ensure that the promo code is still valid. Promo codes do not work in conjunction with other offers. If the promo code is still valid, please contact us at customercare@protecbrand.eu for assistance.

Can I combine promo codes/offers?

No, promo codes are designated for one and only one order.

Can I expedite my shipping?

Currently, we do not offer expedited shipping.

Can I cancel or change my order once it has been placed?

We pride ourselves on processing your order as quickly as possible. Orders are sent to the warehouse generally on the same day. Once the order has been received by our warehouse we can no longer cancel or change an order. Please contact us at customercare@protecbrand.eu as soon as you realise you need to make a change or cancel, and we will try to service this request.
Our customer service office hours are currently Monday to Friday between 9 am – 5.30 pm GMT. We always endeavour to reply to your enquiries as quickly as possible.

My order is wrong?

Whilst we take every step to ensure your order is 100%, occasionally mistakes can happen. If you have received an item that is faulty or incorrectly supplied, please contact our customer service team at customercare@protecbrand.eu before returning your item.

I have received faulty goods?

If you believe your goods are faulty, please contact our customer service team at customercare@protecbrand.eu before returning your item. Please include any information and images outlining any defects or damage.

Delivery issues?

If you are having trouble with your parcel not arriving as expected, please contact us at customercare@protecbrand.eu with your order number and details of the issue you are having.

When will my order be shipped?

We aim to ship your order the same working day but during busy times this may not be the case. We always aim to process and ship your order as quickly as possible. Quoted shipping times are from shipping confirmation, not from when the order was placed. Please note we do not ship on weekends or bank holidays. 

Delivery issues?

If you are having trouble with your parcel not arriving as expected, please contact us at customercare@protecbrand.eu with your order number and details of the issue you are having.

How can I track my order?

Please see your shipping confirmation email for a link with how to track your parcel. If you cannot find this information, please contact us at customercare@protecbrand.eu with your order number and we will be able to provide you with the latest shipping information.

How can I find out the status of my order?

For registered users, to track your order, please login, navigate to your order and view the ‘Order Shipments’ tab. You can also check the history of your orders and check their status. You can also click on the link from your shipping confirmation email.

I checked out as a Guest. Can I still track my order?

If you have an order you would like to track and you haven't registered, please contact us at customercare@protecbrand.eu with your order number and we will be able to provide you the latest shipping information.

Can I order Internationally?

We are not currently shipping outside of UK or Europe. If you’re visiting our site from outside of the UK and Europe, please scroll over the Countries tab on protecbrand.eu to find a retailer or distributor in your country.

AS AN EU CUSTOMER, WILL I NEED TO PAY CUSTOMS CHARGES?

We cover all customs charges on our side, so delivery to EU mainland addresses shouldn't be subject to customs or import charges, but each territory does work differently.

You may be subject to taxes, fees, levies or other charges due to local laws or customs rules. Whoever your order is addressed to is responsible for all customs costs associated with the import of the products, and will be required to pay any additional charges for international delivery.

For more information please contact customercare@protecbrand.eu

I have a warranty-related question, who should I ask?

In a warranty-related situation, your first point of contact should be the place of purchase. For all purchases made on this Pro-Tec website, please contact us at customercare@protecbrand.eu . If your order was placed online or in-store with another retailer, you will need to go back to them as the first point of contact. The store can pass on the details of the claim to us and we can advise of a suitable solution.

What’s your return policy?

Please visit our Delivery and Returns page. Please note: Delivery times may be affected by the current Covid-19 Pandemic, please see the Covid-19 page for updates.

I have received faulty goods?

If you believe your goods are faulty, please contact our customer service team at customercare@protecbrand.eu before returning your item. Please include any information and images outlining any defects or damage.

Can I swap my item for a different size?

Because our stock is constantly changing, we do not offer a traditional exchange service. Instead, please order replacements online in the usual way.  Once we receive your original items back in the warehouse, the usual returns process applies.

How long does a return take?

We aim to process all returns as quickly as possible. Once we have received and inspected your package, your return should be processed within 7 working days. Once processed, funds can take up to 5 working days to become visible, depending on your bank.

Can I return Pro-Tec products purchased at another retailer?

Pro-Tec is only able to accept returns of orders placed directly through protecbrand.eu . If you purchased your product elsewhere, please return it directly to that retailer.

Where can I return my item to?

Your return address will be based on your location, if you are based in the UK, please send your return to -

F.A.O Pro-Tec Customer Service

C/O Shiner Ltd.
1700 Park Avenue,
Aztec West,
Bristol,
BS32 4UA.
United Kingdom.

if you are based in the EU, please send your return to -

F.A.O Pro-Tec Customer Service

Please contact us at customercare@protecbrand.eu with your order number if you are unsure.

How can I contact you?

You are welcome to contact us at any point for any general enquiries at customercare@protecbrand.eu

OFFICE HOURS:

Our customer service office hours are currently Monday to Friday 9 am – 5.30 pm GMT.
We always endeavour to reply to your enquiries as quickly as possible.

F.A.O Pro-Tec Customer Service

C/O Shiner Ltd.
1700 Park Avenue,
Aztec West,
Bristol,
BS32 4UA.
United Kingdom.

If you don’t find the answer to your question here, please contact us at customercare@protecbrand.eu and we will get back to you as soon as possible.