Why is my order taking longer to be delivered than the estimated time at checkout?
The dates on our website are as accurate as possible at the time you placed your order. We are working as hard as possible, and so are the couriers, to have your order dispatched and delivered to you as quickly but also as safely as possible. However, during this festive period, delays are unfortunately likely to happen due to the increase of parcels the couriers are receiving during this time of year nationwide. We thank you for your patience during this period.
How do I check the tracking of my order around Christmas?
Can I return an order placed before Christmas?If you have placed an order after 1st November 2023 you can return this via your online account and send this back until 31st January 2024
Where is My Order?
For the most accurate and up-to-date information about your order, we recommend checking your online account or the dispatch notification email.
Please keep in mind that it may take up to 24 hours for the tracking information to become active. During our peak periods, we operate multiple UK warehouses. As a result, your order may be dispatched in separate parcels. Please allow us some time to dispatch your order efficiently. We're working hard to get it to you as soon as possible.
Can I return my Order if I'm in the UK?
Yes, we offer a hassle -free return options . All goods from Pro:Direct come from official sources and have a retailer warranty.
You can return any item within 28 days of receiving it for a refund.
If you're in the UK, you can also exchange the item for a different size, but it must be in its original condition with packaging.
Can I return an item that is faulty?
Yes of course you can. We sincerely apologise for any inconvenience caused if you've received a faulty product from Pro Direct.
As an authorized source, we ensure that our products come with a retailers warranty. Regardless of your location, we aim to provide you with a hassle-free experience.
Contact our customer service team if you have received a faulty product from Pro Direct - Email email@example.com.
Please include a clear explanation of the fault and attach a picture of the item.
Our customer service team will assist you in resolving the issue and finding the best solution.
I'm not in the UK, how do I return my order?
Returning the item:
1) First, log in to your account and head over to the "My Account" section.
2) Navigate to "Order History" and find the specific order you want to return.
3) Look for the "Return Items" button located next to the order. Don't worry, you'll have 28 days from the receipt date to see this button.
4) Now, follow the instructions given in the return portal to complete your request.
You can choose any carrier you prefer and take care of the return postage payment.
It's important to clearly mark the parcel as 'Returned British Goods - No Duties Due.'
Remember to include any customs documentation provided by the carrier.
Also, don't forget to include the Pro:Direct VAT number GB115152945.
If the total value of the return exceeds £250.00:
- We recommend using recorded/tracked delivery for added peace of mind.
- Take some extra care to securely package the item.
- Make sure to fill out the returns form on the dispatch note.
- Feel free to include a brief note in the parcel explaining why you're returning the item, if needed.
- Lastly, keep an eye on your email inbox for an automated notification once the return is completed.
How do I know that I've ordered the right size?
We use UK sizes as our main sizing format (this may vary a little depending on Brand and model of boot).
When ordering footwear, you will have the option of selecting between UK, EU or US sizes - Please note, when you receive your order confirmation email it will show the comparative UK size.
We also have size comparison charts on the website for a number of products, please check here for size guide information. If you need some more advice then please contact our Customer Service team at firstname.lastname@example.org.
Why is my delivery charge higher than estimated? (EU Customer)
The estimated delivery charges shown on the Delivery information page are based on your order being shipped from our EU warehouse. If your order is shipped from the UK, shipping charges are higher as shipping surcharges are being applied by a number of carriers.
The best way to contact our Customer Service Team is via our direct email address: email@example.com
We will respond to your enquiry within 24 hours
We are committed to maintaining our live chat service during the hours of Monday to Friday, from 9 am to 1 pm. However, on occasion, we may need to temporarily manage this service internally to ensure its optimal performance and efficiency, thereby preventing you from experiencing undue delays. In the event that you encounter unavailability during these hours, we kindly request that you reach out to us via email.
Customer Service team are operating 7 days a week (excluding UK Public Holidays )
You may also write to us at PDS Group, Torre House, Shaldon Road, Newton Abbot, TQ12 4PQ
Answers to the most commonly asked questions can be found within our Help & FAQ's section