How to make a Return


  • How do I Return my order if I am in the UK?

    This simple and easy process can be completed online by using our app or website.

    1) Log in to your Pro:Direct account and go to the "My Account" section.
    2) Navigate to the "Order History" section and locate the specific order.
    3) Click on the "Return Items" button displayed next to the order (available for 28 days from the date of receipt)
    4) Complete the required information on the return request pages.

    Select one of the return options:
    - Free paperless returns -(Drop off only, please do not choose the collection option as we require the postal office receipt for reference)
    - Paid returns with the option to print the label in-store

    For more information please click here



  • Have you received my returned item?

    Thank you for your understanding and cooperation. Our team will do their best to process your return promptly, typically within 7 working days from the day we receive the item (Monday to Friday). Once we've completed the return process, you will receive an email confirmation from us. If for any reason you don't receive the email, we recommend checking with the courier to ensure that the parcel was delivered to us successfully.

    *Please note that some returns may experience longer processing times than usual. We kindly ask for your patience and understanding during this period. Please allow 10 - 14 days for your return to be processed, which is slightly longer than our standard timeframe. Rest assured, our team is working diligently to ensure your return is handled promptly and accurately.

    It's crucial to retain your postal receipt or confirmation when using the postal service to return an item. This documentation serves as proof of shipment, includes tracking information, records the date of shipment, and is essential for warranty claims, refunds, and dispute resolution. In summary, keeping your postal receipt is vital for ensuring a smooth and documented return process.

    If the parcel is still in transit, we suggest contacting your courier directly for further assistance. Once the return arrives at our facility, please reach out to our friendly Customer Service team at Provide them with your Order ID and tracking number, and they will swiftly investigate and resolve the issue for you.

  • 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

    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.

  • Can I return an item that has been personalised?

    Sure, We will be happy to help! If you happen to receive a personalised item that you're not satisfied with, we understand how frustrating that can be. However, please keep in mind that personalised items cannot be returned unless there is a manufacturer's fault. But don't worry, if you believe there is an issue with the product or there was a mistake made during the personalization process, our friendly customer service team is here to help. Simply send an email to with a photo of the item and a brief explanation of the issue, and we'll do our best to provide you with the best possible solution.
    We do have a soft spot for our Hero Id customers, so if you have a personalised order with us and there is an issue, let us know and we'll see what we can do to help. We want to make sure you're happy with your purchase and have a positive experience shopping with us. Let me know if you have any other questions or concerns!

  • Can I exchange an item?

    Currently, we're unable to process exchanges for different items. However, if you need a different size of the same item, it might be possible depending on our stock availability. If you want a completely different item, you'll need to place a new order. Just remember to mark the original order as "no longer required." If you have any questions or need assistance, our customer support team is here to help!
  • How do I return an item that was delivered by a Pro:Direct Partner (Nike or adidas)?

    Please use the enclosed returns label to send back your item - this guarantees that your item is returned to the correct address.
    Please contact us at if you have any questions about returning your product or you have not received a label.

  • 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.

  • Why do I have to pay to return my order (Outside of UK)?

    In countries where return services are unavailable, you can still print a label through the returns portal.
    Arrange for the item to be returned using a carrier of your choice.
    It's recommended to use recorded/tracked delivery and ensure proper packaging.
    Note: It's important to review Pro:Direct's specific return policies and instructions for a smooth return process. Please see our returns terms and conditions for further information





The best way to contact our Customer Service Team is via our direct email address:

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