Royal Mail are due to strike- When will I receive my order?
Due to the ongoing Royal Mail Strikes -Unfortunately collections and deliveries by Royal Mail will be affected from Wednesday 23rd November 2022 until Saturday 26th November 2022
This will impact ALL Royal Mail Services. Possible service disruptions to other couriers may be experienced due to capacity issues resulting from the strike action.
We are very sorry for the inconvenience this will cause with your delivery.
Can I return my Christmas gift if the usual return period has expired?
Please note that we have extended the returns period for all items purchased after 1st November, providing that all other terms of the returns policy are met.
Items purchased after the above date can be returned to us if unsuitable until 31st January.
How do I check the tracking of my order around Christmas?
Once your order has been dispatched, you will receive a dispatch notification email from us. You will be able to track your order via this notification email for updates on your order. Please note however that as it is currently the Christmas and New Year holiday period, your parcel may take longer than usual to be dispatched and delivered to you. In most instances, we are unable to contact the courier to chase the delivery of your order but rest assured the couriers are working as hard as possible to have your order delivered to you as soon as possible.
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.
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 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).
If you are in the UK -.Simply select the “Return” option displayed against the order in your “My Account” 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.
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Faulty item - If you are not able to find a carrier, please send us some pictures of the damage, and we will see if we can process your claim without receiving the item back. Please note we are not always able to process claims for faulty goods by images alone.
Personalised item -Regrettably, we cannot accept a returned item that has been personalised unless it is a fault of the manufacturer. If you believe you have received a faulty product or there has been an error when personalising your item, please contact our customer service team. We may also be able to make an exception on a personalised order for Hero Id so Customer Services will be able to assist you further with this.
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.
Our Returns address in to the UK warehouse : Returns Department, Pro Direct Sport LTD, Torre House, Shaldon Road, Newton Abbot, TQ12 4PQ, United Kingdom
Can I exchange my item for something else?
For all returns in the UK- please note we will offer a refund, or you can exchange for the same item, alternative size if it's still available. You may wish to use our returns service. Simply select the “Return” option displayed against the order in your “My Account” 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 all returns from outside the UK - Please note we can offer a refund only, and you can return through our returns service. Simply select the “Return” option displayed against the order in your “My Account” pages. Please follow the instructions within the portal and choose one of the available returns services, and pay for the carriage within the returns portal. This will provide you with a fully tracked and signed for delivery service which has the required insurance to cover the cost for any losses or damage in transit. You remain responsible for the returned items while they are in transit and until the items have been confirmed as safely received and inspected by Pro:Direct. As such, you should ensure that you retain any paperwork supplied by your carrier that will assist in your claim with the carrier should Pro:Direct not successfully receive your high value returned items.
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.
Please ensure that before passing your parcel to the carrier, it is clearly marked as 'Returned Goods - Relief Claimed'. 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.
How can I track my order?When your order is dispatched we will send you a dispatch email to confirm that it's on its way to you. This email will include a link for you to track your parcel - click the link to be directed to the courier's website. If your order has been sent to you using a trackable service, you can follow its journey to you. For any Standard delivery parcels dispatched by Royal Mail it may take 24 hours before the first scan/tracking detail is available.
All deliveries will need to be signed for between 9.00am. and 6.00pm. If you miss the delivery, a card will be left and they will attempt to deliver the next working day.
As Deutsche Post provide a standard postal service, the tracking information provided on their website will be very limited. It is therefore advisable to track your parcel with the postal service of your country as soon as it has cleared customs.
Express parcels can be tracked on the DHL website throughout the delivery process and they will provide daily updates and a proof of delivery.
If your parcel has not arrived within the estimated delivery time then please contact our Customer Service team at email@example.com.
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.
The best way to contact our Customer Service Team is via our direct email address - email@example.com
Customer Service team are operating 7 days a week (excluding UK Public Holidays which include Sunday 25th December 2022, Monday 26th December 2022).
Pro:Direct Live Chat is available Monday - Friday
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.