Delivery

  • Why are delivery options to the EU limited?

    Can I place an order for shipping from the UK to the EU 

    A: Unfortunately, we are unable to ship products from the UK to the EU at the moment.

    Q: How can I place an order for delivery in the EU?

    A: You can place your order on one of our EU websites:

     

  • What shipping methods are available?

    Standard Delivery: Applies to most orders, excluding oversized items like Goals, which require a special courier.
    Premium Delivery: A faster delivery option available for eligible orders.
    Next Day Delivery: Offers expedited delivery for qualifying orders.

    Oversized Delivery: For Orders over 1 meter in length, up to 20kg for delivery within the UK. DX is our main supplier, but DPD will handle it for specific postcodes
    Premier Delivery Subscription: A subscription service for faster delivery on eligible orders

    Click and Collect: We have a click and collect service available where you can collect from a parcel shop. Items exceeding 5kg or 90cm in length can not be shipped to a collection point. To use our click and collect service, simply wait for the collection notification via text or email after your order has been delivered. When picking up your order, bring this notification along with valid photo ID. You'll need to sign or provide your name for successful collection. Please ensure you collect your order within 10 working days.

  • 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.

  • What is the Click and Collect option and how does it work?

    We have a click and collect service available where you can collect orders up to maximum order weight of 5kg and 90cm length from a parcel shop. To use our click and collect service, simply wait for the collection notification via text or email after your order has been delivered. When picking up your order, bring this notification along with valid photo ID. You'll need to sign or provide your name for successful collection. Please ensure you collect your order within 10 working days.

  • Why is my order unavailable?

    If there is a stock shortage from the manufacturer, resulting in a delay in your order, please be assured that we are working diligently to receive new stock as quickly as possible.

    We will notify you promptly of any such issues. We apologise for any inconvenience this may have caused and appreciate your patience during this time. 

  • How long will my order take to be personalised?

    If you've chosen to personalise your order, please allow for an extra 14 working days before we can ship it. We are very sorry that this may not arrive in time for Christmas due to this time frame. This is because we need time to add the personalisation.
    Once it's done, we'll send you a dispatch notification, you can easily track your parcel through your online account or the dispatch notification email.
    We appreciate your patience, and we're excited to send you your customised item soon!

  • My Order hasn't arrived - it's still in transit - what do I do?

    We completely understand your excitement to track your order, and we're here to make it as easy as possible for you. 
    Just log in to your online account and click on 'My Orders.' There, you'll find a handy tracking link that will provide you with all the latest updates on where your parcel is. We kindly ask for your patience and to wait until the estimated delivery date mentioned during checkout.
    If, by any chance, there is a further delay, don't worry! The tracking information will give you all the details about the current location of your parcel and any possible reasons for the delay. We're here to help and we'll be more than happy to assist you with any questions or issues you may have and recommend that you contact us after 7 working days of the order being dispatched. Your satisfaction means the world to us, and we'll do everything we can to make sure you're happy with your order. 

  • There are several items on my order, I have received some but not all when can I expect the rest?

    In the case of ordering multiple items that include a combination of Pro:Direct and Pro:Direct Partner products, we want to ensure a smooth experience for you. Hence, these items will be dispatched in separate packages. 
    To provide clarity, they will also be listed separately in your basket, allowing you to track and manage them conveniently.
    We appreciate your understanding and cooperation as we work diligently to deliver your order, making sure it reaches you just as you expect.

  • My Order hasn't arrived - Tracking is showing as delivered - what do I do?

    Check with your neighbours and in safe places, check if you have a proof of delivery note. If you are still unable to locate your order, please don't worry, just contact our Customer service team asap.
    We will investigate and require your co-operation in working with us to follow up on this with our couriers to help locate the parcel as quickly as possible for you.
    For more information regarding this process please see our full terms and conditions here

  • Why are you not able to send certain products to me?

    Some of our products cannot be shipped to all destinations, and you will be notified during the checkout process if any restrictions apply. There are three main reasons for these restrictions:
    1) Brand restrictions: Certain brands like Nike, Jordan, Asics, Mizuno, Head products, and Wilson rackets may have limitations on where their products can be shipped.
    2) Materials regulations: Products containing materials like wood, aerosols, inflated items, or kangaroo leather may have shipping restrictions based on destination regulations.
    3) Product type regulations: Certain destinations may have specific regulations regarding products like nutrition items, which can affect their shipment.

    During checkout, if any item in your basket is restricted for delivery to your selected destination, you will have the option to remove it or change the delivery address. If you have any questions or encounter any issues, please contact our customer support for assistance. 

  • Why can I not place an order to Myanmar?

    As of January 31, 2024, we regret to inform you that we are unable to process transactions involving Myanmar. This decision is a result of external factors, specifically legal and regulatory developments impacting financial transactions with Myanmar. Any efforts to place orders with Myanmar in the shopper country, billing address, delivery address, or issuer country will be declined. We understand the inconvenience this may cause and appreciate your understanding.

  • How do I identify if the item is being fulfilled by Nike or adidas?

    You will see this on the Product page, after you have selected the size you need it will show as "Delivered by our partner Nike/adidas". This information will also be there throughout the checkout process.  
    If you are placing an order for multiple items and have a combination of Pro:Direct and Pro:Direct Partner products in your order, these will be dispatched to you in separate packages and will be listed separately in your basket. 

  • What's included with Premier Delivery?

    Premier Delivery costs just £14.95 a year and gives you free Next Business Day* delivery for a whole year to almost all UK addresses.

    Priority Order Processing - Your orders are given priority every step of the way through our UK warehouse team, direct to your door
    Premium Courier Delivery – Priority dispatch usually next business day
    Improved Order Tracking - Download the EVRI App to 'Follow & Manage your Delivery right to your door including:

    Find out more about the Premier Delivery subscription here.

    *Next Business Day from dispatch of your parcel from Pro:Direct Sport. Orders placed before 2pm will usually be dispatched on the same day, Premier Delivery is not a guaranteed next day delivery service.

 

CUSTOMER SERVICE

The best way to contact our Customer Service Team is via our direct email address: customerservices@prodirectsport.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