Popular Questions

• Where is my Order?

  If your parcel has yet to be dispatched, it may be because there is unfortunately a delay in stock from the manufacturer. We are expecting stock for this item to arrive as soon as possible, but do not have a confirmed delivery date. However, when we receive a new date, you will receive an email from our stock team. 

   

  In instances where the dispatch of your order is being delayed due to stock issues, all customers affected will be contacted as quickly as possible. Due to current circumstances, this can now take longer than our usual turnaround.

   

  Once your parcel has been dispatched, you will receive a dispatch notification and be able to track your parcel via your online account or dispatch notification email. Please note that your parcel's tracking can take up to 24 hours to go live from dispatch.

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• Can I return my Order if I'm in the UK?

  All goods supplied by Pro:Direct are from official sources and covered by the retailer warranty. You can return any item within 28 days of receipt for a refund. If you have ordered and are in the UK we can also offer an exchange for the same item for an alternative size but the items returned must be in their original condition, which includes any packaging. For example, shoes are to be returned along with the original shoe box, any tags attached and in new condition, (not used outside or on an abrasive surface).

  Simply select the 'Return Items' button displayed against the order in your 'My Account' and then ‘Order history’ section to locate. Select the order and click on the ‘Return Items’ button (this will only be displayed for 28 days from received date) and complete your request pages. Please choose one of the options: Free paperless returns via Asda2U, InPost Locker or choose our paid returns with print in store with Collect+ or return via Royal Mail. If there are any queries about your return, you will be required to provide this receipt, which will then be authenticated with the carrier. Failure to provide a receipt which can be successfully authenticated by the carrier will result in us being unable to process your return.

  For some countries, we are not able to offer a return service, but you will still be able to print a label for returning the item to the correct Pro-Direct warehouse via the returns' portal. You should then arrange for the item to be returned to us using a carrier of your choice. We recommend that you return your item via recorded/tracked delivery (using your national courier service is the most cost-effective) as you are liable for the item until it is received by us and signed for. Please ensure that the item is adequately packaged, complete the returns form on the dispatch note and, if required, include a brief note in the parcel to explain why the item is being returned.

  All goods will be inspected on return. We reserve the right to refuse a refund or exchange if the goods returned are deemed to be damaged or tampered with not in accordance with normal use. This does not affect your statutory rights.

  *Please note if your return is over £250.00 -We recommend that you return your item via recorded/tracked delivery (using your national courier service is the most cost effective) as you are liable for the item until it is received by us and signed for. Please ensure that the item is adequately packaged, complete the returns form on the dispatch note and if required, include a brief note in the parcel to explain why the item is being returned.

   

   

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• Can I return an item that is faulty?

  We are very sorry to hear that you have encountered an issue with your product. Pro Direct are from official sources and covered by the normal manufacturers warranty. Whether you are in the UK or outside of the UK, If you believe you have received a faulty product, please contact our customer service team by email customerservices@prodirectsport.com with an image of your item and explanation of the fault so they can advise you on best outcome for the situation. 

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• I'm not in the UK, how do I return my order?

  You can return an unwanted item to us within 28 days of receipt. Please return your order in a 'new' condition, which includes showing no sign of wear on the item itself plus the labels, tags and all original packaging.
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  Simply select the 'Return Items' button displayed against the order in your 'My Account' and then ‘Order history’ to locate. Select the order and click on the ‘Return Items’ button (this will only be displayed for 28 days from received date) and complete your request. Please follow the instructions within the portal. You should then arrange for the item to be returned to us using a carrier of your choice and pay for the return postage, as the label you will have printed is not pre-paid. 
  
  Please ensure that before passing your parcel to the carrier it is clearly marked as 'Returned British Goods - No Duties Due'. You should also complete and attach any customs documentation as provided by the carrier and ensure that the Pro:Direct VAT number GB115152945 is included. Failure to do so may prevent us from being able to accept your return.
  
  We are currently not able to offer exchanges; however, you can place a new order if you require this and mark your original order as no longer required.
  
  When the return has been completed you will receive an automated email so, please keep an eye on your emails.

  *Please note if your return is over £250.00 -We recommend that you return your item via recorded/tracked delivery (using your national courier service is the most cost effective) as you are liable for the item until it is received by us and signed for. Please ensure that the item is adequately packaged, complete the returns form on the dispatch note and if required, include a brief note in the parcel to explain why the item is being returned.

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• 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 customerservices@prodirectsport.com.

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