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:
Brand restrictions: Certain brands like Nike, Jordan, Asics, Mizuno, Head products, and Wilson rackets may have limitations on where their products can be shipped.
Materials regulations: Products containing materials like wood, aerosols, inflated items, or kangaroo leather may have shipping restrictions based on destination regulations.
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.
This simple and easy process can be completed online by using our app or website.
Log in to your Pro:Direct account and go to the "My Orders" section.
Locate the specific order.
Click on the "Return Items" button displayed next to the order - available for 28 days from the date of receipt.
Complete the required information on the return request pages.
***Please note that due to a website upgrade orders placed before 09/04/2026 will not show in your order history. If you placed your order less than 30 days ago and your order does not appear in your order history you can visit the following to arrange your return:
If your order is over 30 days old and your item is faulty please contact our customer service team***
We endeavour to deal with returns within 7-10 working days of receiving your parcel, however it may take longer during busy periods (September, December and January).
StandardDelivery: Applies to most orders, excluding oversized items like Goals, which require a special courier.
PremiumDelivery: A faster delivery option available for eligible orders.
NextDayDelivery: 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
PremierDeliverySubscription: 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.
We are not currently able to offer exchanges, however you can place a new order if you require this and mark your original order as no longer required.
Please return in 'as new' condition, which includes showing no sign of wear on the item itself plus the labels, tags and all packaging you can do so by sending it back to our Returns Department, you will find our returns details in the FAQs above How Do I Return My Order.
Once your order has been dispatched you will receive an e-mail to confirm the dispatch. This e-mail will include your tracking information, and a link to your tracking information.
There will be no live tracking until the courier has collected the shipment from our premises. If you place an order after 2pm on a Friday there will be no tracking information until the following Monday evening, as we do not have courier collections over the weekend.
We recently migrated our website to a new platform (09/04/2026). If you placed an order before this date, it will not show in your order history. If you received an order confirmation before 09/04/2026 you should receive a despatch confirmation within 3 days. Your despatch confirmation will contain a link so that you can track your order. If you need to return an order or item that you no longer require as long as it was placed before 08/03/2026 you can visit this link to create your return:
