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Help & FAQs

Find help & advice for how to get the most out of Pentland Connect

New Users

Q: What is Pentland Connect?

Pentland Connect is our online catalogue/portal for Pentland customers to view & place their orders online.

Please see our Video below

Q: What are the Main Benefits of using the site?

There are many benefits of using Pentland Connect including…
• 24/7 ordering
• Live stock availability & pricing
• Online catalogue
• Downloadable imagery
• Quicker ordering process
• Enhanced order visibility
• Making it easier to trade with multiple Pentland brands
• Full visibility of your account including financial status

Q: How do I sign up to get access to the site?

If you haven’t already got an account set up on Pentland Connect please get in touch using https://pentlandconnect.com/en/GBP/login/registerForAccess or simply press the request for access button on https://pentlandconnect.com/en/GBP/login & fill in our simple form and a member of our team will be able to set up your account details

Please enter your six digit account number on the form (i.e 123456) as this will help the team set up your account more quickly

Please see page 6 of the user guide for more details.

User Guide Click Here

Q: Can we have more than one user?

Yes absolutely just fill in a new ‘Request For Access’ form for each user you need an account setting up for and we will set up logins for each user and send over the details.

https://pentlandconnect.com/en/GBP/login/registerForAccess

Q: What is the difference between manager and standard role?

The main difference between these roles is managers will have access to an account summary and invoice data whilst the standard roles do not.

Q: How do I log on for the first time?

Accessing the site for the first time is really easy.

Simply visit https://pentlandconnect.com/en/GBP/login on Google Chrome.

Enter your email address and password & hit login.

If you don’t remember your password simply hit “forgot your password” and get instructions on how to reset this sent to your registered email address.

Any problems logging in then please email newuser.pentlandconnect@pentland.com who will come back to you as soon as possible.

Please see page 8-9 of the user guide for more details.

User Guide Click Here

Please see our Video below

Q: Which Browser should I use to access Pentland Connect?

Always make sure that you use Google Chrome when accessing Pentland Connect as other browsers may affect performance on site.

Q: Do you have any Training Documents?

Please see our new user guide link below which give you further detail on how to use the site for the first time.

User Guide Click Here

Please also see our training videos below

Logging In

Q: I can’t log in?

If you are struggling to log in to Pentland Connect it is best to click “Forgot your password” on the homepage screen after a couple of failed login attempts where you will be prompted to enter your registered email address and instructions on how to reset your password will be sent. You will only get 5 attempts to login before your account will become locked & a password reset will be required.

Please make sure you have your own account and do not share logins with other users as this may also stop you from logging in successfully on Pentland Connect.

If resetting your password doesn’t work then please send an email to newuser.pentlandconnect@pentland.com explaining the issue and a member of the team will look into this and come back to you as soon as possible.

Please see page 8-9 of the user guide for more details.

User Guide Click Here

Please also see our video below

Q: I’ve forgotten my password?

If you have forgotten your password for Pentland Connect it is best to click “Forgot your password” on the homepage screen where you will be prompted to enter your registered email address and instructions on how to reset your password will be sent. You will only get 5 attempts to login before your account will become locked & a password reset will be required.

Please make sure you have your own account and do not share logins with other users as this may also stop you from logging in successfully on Pentland Connect.

If resetting your password doesn’t work or your account becomes locked then please send an email to newuser.pentlandconnect@pentland.com explaining the issue and a member of the team will look into this and come back to you as soon as possible.

Please see page 8-9 of the user guide for more details.



User Guide Click Here

Please also see our video below

Q: How do I log on for the first time?

Accessing the site for the first time is really easy.

Simply visit https://pentlandconnect.com/en/GBP/login on Google Chrome.

Enter your email address and password & hit login.

If you don’t remember your password simply hit “forgot your password” and get instructions on how to reset this sent to your registered email address.

Any problems logging in then please email newuser.pentlandconnect@pentland.com who will come back to you as soon as possible.

Please see page 8-9 of the user guide for more details.

User Guide Click Here

Please also see our video below

Orders

Q: I have placed an order on Pentland Connect, when will I get delivery?

Orders are typically processed within 2 business days. On the order confirmation email you receive you will also see the estimated delivery date of your order too.

Please also see our video below

Q: In Order History, can I can still see my Order?

The order history on Pentland Connect will show all orders that have been placed including historical orders and those not placed through the portal.

Please also see our video below

Q: What are the definitions of order history status?

Your order on Pentland Connect will fall under one of the following statuses:

• Open - The order has been accepted but no delivery date has been scheduled yet
• On Hold - Your account is credit blocked. You will not receive your order until you contact creditcontrol@pentland.com to get your account unblocked
• On Pick - The order is in the warehouse and being picked by a warehouse operative < /br> • Shipped - The order is on its way to you and delivery tracking data is available
• Invoiced - The order has been fully invoiced

Customers that have Canterbury Teamwear access may see a further 3 statuses which are explained below…

• With Our Factory - The order has been accepted and is currently at the factory
• Ex Factory - The order has been dispatched from the factory and is on its way to you
• Cancelled - The order has been cancelled

• Clicking into a ‘teamwear’ order - you may see the ‘confirmed delivery date’ does not always show. This can take up to 2 weeks to populate once the WIP /Build the Team order has been accepted/ready for production with the vendor.

Please also see our video below

Q: What is the difference between an ACCOUNT or PROFORMA user?

Account users - if you have a credit limit with us, you will be able to place orders up to that value and make a payment after your order has been received

Proforma Users - you have a prepaid account with us so when you place an order from the portal, you will pay on checkout and you will receive the order where possible on your requested delivery date

Q: Why do I see different levels of Order History?

The level of detail on orders will vary in order history. If the order was placed on the portal then more detail will be visible to you than if this was placed offline through the Customer Operations team.

Q: I cannot complete my transaction/it fails/redirects the page. Why is this?

If you are struggling to complete your order please raise a support ticket or email pentlandconnect@pentland.com. A support ticket can be raised under the MY ACCOUNT tab on site. Please provide as much detail as possible on the issue and a member of the team will be able to log in remotely to assist you to complete the transaction.

Please see page 11-13 of the user guide for more details on orders and order history

User Guide Click Here

Personal Detail Changes

Q: I want to add a new address/change my address or my billing address is incorrect

You are not able to make any changes to your address yourself on site.

You will need to raise a support ticket or email pentlandconnect@pentland.com if you want to add a new address/change your address or amend your billing address. A support ticket can be raised under the MY ACCOUNT tab on site or a link found at the bottom of the FAQ page.

Write a brief summary detailing the address changes required and a member of the team will amend this for you as soon as possible.

Q: I need to update my email address or personal details (i.e name)?

You are able to amend your email address or name on site

Select the MY ACCOUNT tab on the top right of the screen and select either Email address to change or amend your email address or Personal details to change or amend your name.

Please see our video below

Q: How do I get access to another brand on Pentland Connect?

You will need to raise a support ticket or email pentlandconnect@pentland.com if you want to add a new brand to your account. A support ticket can be raised under the MY ACCOUNT tab on site.

Pricing

Q: My pricing is incorrect on the portal?

If pricing is incorrect on the portal you will need to raise a support ticket or email pentlandconnect@pentland.com. A support ticket can be raised under the MY ACCOUNT tab on site or a link found at the bottom of the FAQ page. Write a brief summary that the pricing on your account is incorrect and if possible, provide examples of the brand & products where pricing is showing incorrectly so the team can investigate and resolve as quickly as possible for you.

Q: The prices are missing on the portal?

Firstly check that the pricing is enabled on the portal by going into the My Account tab and select SHOW/HIDE prices. Make sure that SHOW is selected

If pricing is still missing on the site then it is possible that your account is under credit block. Please settle any outstanding balances & contact creditcontrol@pentland.com to ask for any credit blocks to be removed.

If the account is not credit blocked then please email pentlandconnect@pentland.com or raise a support ticket and a member of the team will investigate and come back to you as soon as possible. A support ticket can be raised under the MY ACCOUNT tab on site or a link found at the bottom of the FAQ page

Q: Am I able to hide prices on the site?

Yes, you are able to do this. If you go onto the MY ACCOUNT tab on the top right of the screen and select SHOW/HIDE Prices. This will enable you to turn prices on or off on the site.

Please see our video below

Product Availability & Search

Q: The Product I want is out of stock. Will it be coming back in stock?

To check if a product is due to come back in stock simply select the product on site, press proceed to order form and on the top right there will be a button called “Show Future Availability”. If you click this button it will show you the quantities and dates that future deliveries will be available

Please see page 18-19 of the user guide for more details

User Guide Click Here

Please see our video below

Q: Search is not working? What is the best way to search?

There are three ways to search on site…

• Product Code (I.e 421029BP5). Searching product codes will only work if they are all capital letters and all dashes and spaces are removed
• EAN Numbers (i.e 5054773089583)
• Product Descriptions (Men’s RG Alpha). Searching descriptions can be mixed case but please note that descriptions may not always match the catalogue exactly


Please see page 18-19 of the user guide for more details

User Guide Click Here

Please see our video below

Q: I know the products I want to purchase. Is there a way to order these quickly?

We do have quick-order functionality on site.

• To do this open an excel file & in column A list your SKU numbers (i.e EAN numbers 5054773187142) & in column B list your quantity needed for each EAN number
• Go to File, click Save As and name your file. Before pressing save, change the save as type to CSV (comma delimited)
• Go on to site & find the notepad icon on the homepage (directly to the right of the search bar)
• Click on import saved cart
• Click on Choose file and locate the excel file and double click
• Press Import & the styles that are available will be automatically loaded

Q: Can I filter the products that are in stock?

When browsing products and you only want to see products that are currently in stock there is a filter on the left hand side of the screen called “In Stock”. By clicking this filter it will only show products that are in stock at the moment.

Please see page 21 of the user guide for more details

User Guide Click Here

Credit & Invoicing

Q: How do I view my account & invoice data?

Manager accounts have access to an account summary & invoice data which can be viewed by clicking on “My Company” tab on the top right of the screen and then clicking account summary.

Please see page 13 of the user guide for more details.

User Guide Click Here

Please see our video below

Q: I cannot see any stock or price information on the portal and I cannot place my order?

If your account is under credit block then you won’t be able to see any stock or pricing information or place an order through Pentland Connect until the credit block is removed. Please settle any outstanding balances & contact creditcontrol@pentland.com to ask for any credit blocks to be removed.

Q: My Account is under credit block and I have still been able to place my order?

If you are under credit block and have managed to still place your order you will receive an order acknowledgement email but the order will not feed into our system to be processed until the account block is removed. To receive your order please settle any outstanding balances & contact creditcontrol@pentland.com to ask for any credit blocks to be removed.

Content

Q: I need to download the product image of the products I am viewing/have purchased?

This is possible when viewing products or at the basket screen on site. Simply press the button “DOWNLOAD PRODUCT IMAGES” which will download the selected product imagery. If you need further content then please view question 3 regarding brand portal.

Please see page 15-16 of the user guide for more details.

User Guide Click Here

Q: I need to download the content of the product I am viewing/have purchased?

This is possible when viewing products or at the basket screen on site. Simply press the button “DOWNLOAD PRODUCT DETAILS” which will download the selected product information & can then be viewed in an excel file including product descriptions, EAN, materials, price and quantity.

Please see page 15-16 of the user guide for more details.

User Guide Click Here

Q: The portal only shows me one image of the product I am purchasing. How do I get more imagery and content?

If you need to get more imagery or content for products you can do this by visiting brand portal which can be found by selecting “MY ACCOUNT” and brand portal.

Further instructions on how to use brand portal please email pentlandconnect@pentland.com.

User Guide Click Here

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Contact Us

If you have any questions please contact the team who will be happy to help. You can email us, or create a support ticket.


pentlandconnect@pentland.com


Create Support Ticket

*Please note support tickets can only be raised when you are logged in to Pentland Connect