Help

Order Enquiries

My order has not arrived yet?

Most of our deliveries can arrive between 8am to 6pm. If your order has not arrived we can help to contact the courier service and update you at the earliest on your order status - please get in touch with us and we will be happy to investigate this further, please use the contact details provided on the 'Contact us' form.
Due to the current Covid 19 situation deliveries may be delayed. Please note most delayed deliveries are delivered on the following day.

Where is my order?

Your despatch confirmation email should have a tracking link which can be used to track your order. If this is not available - get in touch with us and we will be happy to investigate this further, please use the contact details provided on the 'Contact us' form.

What Delivery options do you provide and what are the processing times?

Delivery Options

Standard Shipping (2-5 working days) - £2.99

Express Delivery (2 working days) - £3.99

International Delivery (Europe 3-7 working days); (Rest of World 6-7 working days) - £22

Please note we take 2 working days to process orders placed before 5pm.

Can I cancel my order or edit my order?

Yes absolutely, as long as you contact us within 24 hours of placing the order. However in some instances you will need to cancel the order and place a new order, it depends on what you want to edit within your order. We are unable to cancel any orders after the 24 hour window as once the order is placed we know you want it as quick as possible.

My item was faulty when it arrived?

We are really sorry to hear that an item is faulty. Please contact us using the contact details provided on the 'Contact us' form within 3 days of receiving a faulty item. To help us get this resolved for you when you contact us we will need the following details:

Order Number
Your Full Name
Product Order
Description of the fault

Please note: For personalisation items - please ensure the correct name is requested at the time of order. If such an issue exists we could request you to return the item and we can make the required amendments. If you want the item quicker you can place another order and we can refund you in full once we receive the faulty order.

Why are some items missing from my order, I have received an incorrect order?

We are sorry to hear you are missing some items. This could be due to being lost in the post or we may have packed it incorrectly. Please use the contact details provided on the 'Contact us' form and we will try to help.
Please contact us using the 'Contact us' form, if you have received an incorrect order.

Coronavirus precautions

Premium Direct Supplies is operating business as usual. We are working with our couriers to ensure deliveries arrive on time, however at times deliveries may be delayed. The wellbeing of our customers is the top priority for us and all necessary measures are being taken to ensure the safety for all at this time, deliveries will be contact-free.

Returns Inquiries

How do I return an item?

Please contact us first by using the contact details provided on the 'Contact us' form, we will confirm where the items need to be sent. Items sent back to us without first requesting a return will not be accepted. The address shown on the company info page should not be used for returning any items - this is not a returns address, we shall not be liable for the loss of any such items sent to this address, and any returns as such will not be accepted.

You have 30 days from the day you receive the order to get in touch and return the item(s) back to us. Please retain any receipt for proof of purchase if the item is being returned back to us.

Once we receive your request we will inform where you need to post the item to return it. You will need to cover the cost of any returns unless we inform otherwise. Once we have received the item we will process a refund within 7 days, please note the bank will take time to process this to clear any funds.

Please refer to our 'Returns Policy' page for more information.

Personalisation Enquiry

I like a selection of different beads?

If you would like to choose a combination of different beads for your item, please make an enquiry using the Contact us form before placing an order, depending on stock availability we will aim to fulfil your request. Unfortunately at times we may not be able to fulfil your request.

My question is not on here?

If your question is not posted here, please use the contact details provided on the 'Contact us' form to get in touch.