You can cancel your order within 15 minutes of placing it, before it is sent to our warehouse for fulfilment.
To cancel within this time:
Go to ‘My Account’
Locate your order
Select the ‘Cancel Order’ option
If you cancel within this 15-minute window, your payment will be fully refunded to your original payment method.
What if I miss the 15-minute cancellation window?
If the 15 minutes has passed, you can still cancel your order using one of the following options:
1. Refuse delivery
When the courier arrives, you can refuse the package and request it be returned to sender.
Once Pro:Direct receives the returned item, your refund will be processed to your original payment method.
2. Return after delivery
If you have already accepted the delivery, you can arrange a return to our warehouse.
Once we receive the item(s) in ‘as new’ condition, we will issue a refund to your original payment method. For help with returning an unwanted item you can view the FAQ ‘How do I return an unwanted item’
We know plans can change — here’s what you need to know:
You have a 15-minute window after placing your order to cancel it.
If you need to change something (product, size, address, payment details), we recommend cancelling within this 15-minute window and placing a new order.
What if the 15-minute window has passed?
Once the order is submitted, it is immediately sent to our warehouse for dispatch.
We cannot make any changes to your order once it’s been placed. This includes changes to: Product, Delivery Address or Payment Details
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.
In some cases, items in your order may be shipped separately from different warehouses. This means your order could arrive in multiple deliveries.
How can I check if my items are arriving separately?
Log in to your Pro:Direct account
Go to “My Orders”
Select the relevant order
Check if different items have separate tracking numbers
If they do, your missing item is likely still on its way — please check the tracking for the latest update.
What if there is no additional tracking information?
If you’ve received part of your order and the missing item does not have a separate tracking number, please contact our Customer Service team - [email protected]
What information should I include?
To help us resolve this quickly, please provide:
Your order number
Details of the missing item(s)
You should send the e-mail from the same e-mail address that you used to place your order
We recently migrated our website to a new platform. Your entire order history with Pro:Direct Sport is not available online. You should be able to view all orders dating back to around August 2025
If you would like any information about orders that you placed with us before this date, please contact our customer service at [email protected] who will be happy to help
The price you see on our website is the final price you will pay, regardless of your delivery location.
UK orders: Prices include UK VAT
International orders: Prices remain the same, even though UK VAT is not charged
We do not reduce prices for customers outside the UK (including the Channel Islands), even where VAT or GST is not applied.
In some countries, we pay local VAT/GST on your behalf. These include:
All EU countries
Australia (orders under $1,000)
Jersey
New Zealand (orders under $1,000)
Norway
Malaysia
Singapore
Switzerland
Please note:
Local tax rates may differ from UK VAT
However, the price you pay remains the same as shown on our website
When you check out you will see the breakdown of the amount being charged. Any taxes that are being paid will be clearly displayed at checkout
Can I get a tax invoice?
Yes — if you need an invoice showing the tax paid on your order, please contact our Customer Service team at [email protected] and we’ll be happy to provide this.
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