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.
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.
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
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.
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 7 working days before we can ship it. 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.
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.
The best way to contact our Customer Service Team is via our direct email address: firstname.lastname@example.org
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