Help Centre

Tracking Help

How long does it take to process my order?

We aim to pick and pack your order within 24 hours of it being placed.

• Next Day Delivery: Orders placed before the daily cut-off are picked and packed the same day.
• Personalised items: May take up to 10 days before dispatch.

When will I receive my tracking number?

Once your order has been packed and is ready for dispatch, we create a shipping label with your tracking number.

You will receive a dispatch confirmation email containing:

• Your tracking number
• Instructions on how to track your parcel

When will the carrier collect my parcel?

• Carriers typically collect parcels within 24 hours.
• Collections are usually made at the end of the working day.

Important timing notes:

• If you receive your dispatch confirmation during the day, collection will usually happen later that day.
• If the confirmation arrives after business hours, collection will likely be the next day.

Exceptions:

Next Day Delivery:

• Dispatched before 10:30pm (Mon–Fri) or 4pm (weekends) → collected same day, delivered next day, if ordered before the daily cut-off (8pm Mon-Fri and 3pm weekends).

Standard Delivery (weekend orders):

• If dispatched after Friday evening → collection occurs on Monday.

Why does my tracking show “waiting for parcel”?

If you check tracking before collection, you may see messages like:

• “Carrier expecting parcel”
• “Shipment information received”

This simply means the carrier has been notified but has not yet collected your parcel.

What tracking updates should I expect?

After collection, your parcel will show progress through the network, typically:

1. Local sorting hub (near Devon)
2. Central sorting hub
3. Local delivery depot
4. Out for delivery

Why has my international tracking stopped updating?

For international deliveries, it’s normal to see a gap in tracking updates.

This usually happens because:

Your parcel is in transit between countries (e.g. on a plane or truck)

It may not be scanned again until it reaches the destination country

Will my order go through customs?

Yes, for orders outside the UK:

• Your parcel may be held by customs authorities
• They will check for import duties or taxes

Please note:

• Any customs charges are your responsibility
• We cannot control or speed up customs processing
• Responding quickly to customs requests can help avoid delays

How long does international delivery take?

From the first carrier scan:

• EU countries: typically within 5 business days (up to 25 working days in some cases)
• Rest of the world: typically within 7 business days (up to 30 working days in some cases)

If your delivery exceeds these timeframes, please contact:

[email protected]

My parcel says delivered, but I haven’t received it — what should I do?

Please take the following steps:

1. Check delivery photos (via the carrier tracking page)
2. Click “More Info” if available for additional details
3. Verify with:

• Anyone at your property
• Neighbours
• Check safe places around your property

Important:

• Parcels can sometimes be incorrectly marked as delivered
• Wait until the next day to see if the status updates

If your parcel is still missing after this, contact:

[email protected]

Returning an item is quick and easy — you can do it through our website or app.

Step-by-step guide

1. Login to your Pro:Direct account
2. Go to the “My Orders” section
3. Find the order you want to return
4. Click “Return Items” (available for 28 days from delivery)
5. Complete the return request form with the required details

How do I send my item back?

• UK customers can choose from our recommended carriers and benefit from discounted return rates and a huge selection of convenient drop off locations
• In some other countries, carrier options may also be available

If no carrier options are shown for your country:

• You can print a returns label with our address
• Then arrange your own return with a carrier of your choice

You'll need to ensure that your item is in 'as new condition'. Footwear must not have been worn outside (only tried on for size indoors). All tags and packaging must be intact and still affixed. You should ensure that the item is safely packaged to ensure that it does not get damaged when it is being sent back to us

Tracking your return

If you use one of our carrier options, you’ll receive:

• Instructions on where to drop off your parcel
• A tracking number to follow its progress

Most returns are delivered back to us within 7 days

When will my return be processed?

• Once delivered, please allow 7–10 days for us to process your return
• You’ll receive an email confirmation with the outcome

Please note that we cannot offer exchanges so if your return is successful you will be refunded using the original payment method used for the order. You will need to place a new order for the item you would like in place of the returned item

If you purchased your item at one of our stores the best thing to do is to return your item in person at the same store. If you're not able to do this we may be able to help you to make the return through the post. If you'd like to do this, please take a clear photograph of your store receipt and e-mail it along with details of what you'd like to return to [email protected] and we will advise you of next steps

Yes — all products are covered by a 12-month retailer warranty. If you believe that your item has a manufacturing defect or fault you should stop using the item immediately and do not attempt to make any repairs. Further use of the item could mean that we are not able to establish the nature and cause of any defects. If you make any modifications (including repair attempts) to an item this will invalidate your warranty.

You should only make a warranty claim if you have only used the item for the intended purposes (for example if you purchased FG boots but used them on artificial grass this will invalidate your warranty). If there is evidence of incorrect use your warranty claim will be rejected.

If you would like to make a warranty claim, the process is as follows:

What do I need to provide?

To help us assess your claim quickly, please email us with:

• Your original order number
• A description of the fault
• Confirmation of how often the item has been used

*Please send your email from the same email address used when placing your order*

For footwear (e.g. football boots or running shoes)

Please include clear photos showing:

• Both shoes from above
• Both inner and outer sides
• The soles/soleplates
• Close-up images of the fault

Also include details of:

• Frequency of use
• Playing surface(s) used (e.g. grass, artificial, 3G, 4G, road, trail etc)

For clothing or other items

Please provide:

• Clear images of the front and back of the item
• A close-up of the fault
• A brief explanation of the issue

Where do I send my claim?

Send your email and images to: [email protected]

What happens next?

• Our team will review your claim
• We’ll respond within 2–3 working days with the next steps

If you purchased your item at one of our stores the best thing to do is to return your item in person at the same store. If you're not able to do this we may be able to help you to make the return through the post. If you'd like to do this, please take a clear photograph of your store receipt and e-mail it along with details of what you'd like to return and all of the images detailed above, to [email protected] and we will advise you of next steps

In some cases, the price may change when you select a different size because the item is supplied directly to you by one of our brand partners.

What does this mean?

• Some sizes are fulfilled directly by our brand partners (via drop shipping), rather than from Pro:Direct stock
• When this happens, the brand partner sets the price, which may differ from the price of sizes we hold in stock

How do I know if the item is being fulfilled by a brand partner?

You will see a message appear above the Add to Cart button which will indicate that the item is part of the Pro:Direct Partner Program and it will say 'This product will be shipped by our partner and come from their warehouse'. There will also be a More Info button confirming that Pro:Direct Promotions cannot be applied to this item, but you will benefit from free delivery 3-5 day UK delivery.

Will I see the correct price before I pay?

Yes — the final and correct price is always shown at checkout before you complete your purchase.

Although this may mean that the price will be higher when ordering items that will be fulfilled directly by a brand partner this means that you will be able to access that would otherwise not have been available and you will always get free delivery on items fulfilled directly by the brand

Some products cannot be shipped to certain destinations. If any restrictions apply to your order, you’ll be notified during checkout.

Why do shipping restrictions apply?

There are four main reasons:

1. Brand restrictions

Some brands limit where their products can be shipped. Examples include:

• Nike
• Jordan
• Asics
• Mizuno
• Head
• Wilson (rackets)

2. Materials regulations

Certain materials are restricted in some countries due to shipping or import rules, such as:

• Wood
• Aerosols
• Inflated items
• Kangaroo leather

3. Product type regulations

Some destinations have rules around specific product types, for example:

• Nutrition items and supplements

4. Country Restrictions

From July 1st 2026 we will no longer ship from our UK store to countries in the European Union (EU). We are still very happy to service countries in the EU but customers will need to shop on our European websites. When customers from EU countries arrive on the UK site they will be given the option to switch to an appropriate site

What happens if an item can’t be delivered?

If a product in your basket can’t be shipped to your selected address, you’ll be notified at checkout. You’ll then be able to:

• Remove the restricted item, or
• Change your delivery address

Need help?

If you have any questions or need assistance, our Customer Support team is here to help.

Standard Delivery: Available for most UK and international orders, excluding oversized items like Goals, which require a special courier. Depending on the weight and dimensions of your order, in the UK your order could be delivered by Royal Mail or Evri. International orders will be sent with FedEx and will usually be delivered to you using your local national delivery service

Premium Delivery: A faster delivery option only available for eligible international orders (this service is not available for UK orders). For Premium deliveries we use DHL, UPS or DPD

Next Day Delivery: Offers expedited delivery for qualifying orders. Royal Mail T24 service, usually delivered next business day (excluding Sundays and Public Holidays) when ordered before 8pm Monday to Friday or before 3pm on Saturday/Sunday. Some post code restrictions apply. The next day service is not available in the following post code areas AB30–38, AB41-45, AB51–56, AB99, BT, DD8-10, DG7-9, FK8, FK15–21, HS, IV, KA27–28, KW1–17, PA20–38, PA41–80, PH10-11, PH13-14, PH 17-18, PH19–44, PH49–50, TD15, TR21–25, GY, IM, JE, ZE. If you are in one of these postcodes and select the Next Day delivery option your order will still be expedited through our warehouse and you will receive your order faster than the standard service but it will not be the next business day

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.

Important Note for Customers in EU Countries: Due to changes in customs regulations, we will no longer ship to EU Countries from our UK store after 1st July 2026. If you live in an EU country, when you land on the UK store you will see a pop-up that can take you to a Pro:Direct store which can deliver to your country and will allow you to shop in Euros

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 An Unwanted Item

As of 1 July 2026, due to changes to de minimis customs regulations, European Union (EU) countries have been removed from the list of selectable delivery destinations on the UK Store.

I’m located in an EU country. How do I shop with you?

When you visit our website, the Geo-Locate popup will automatically identify your location and direct you to the most appropriate store for your country. We have also updated the popup messaging to explain this process more clearly.

What is the Geo-Locate popup?

The Geo-Locate popup is a feature that helps ensure you are shopping from the correct regional store based on your location. This helps provide the right products, pricing, taxes, and delivery options for your country.

Can I still place an order on the UK Store and have it delivered to an EU country?

No. Orders placed through the UK Store cannot be delivered to European Union countries.

What happens if I add items to my basket and enter an EU delivery address?

If you attempt to check out with a delivery address in an EU country, a message will be displayed at checkout explaining that delivery to EU destinations is not available from the UK Store.

Why has this change been made?

This change has been implemented following the de minimis customs regulation changes that came into effect on 1 July 2026. Removing EU delivery destinations from the UK Store helps ensure compliance with the latest customs and import requirements, and ensures that customers do not incur any unexpected additional costs when receiving orders.

How do I complete my purchase if I am in an EU country?

Please use the store recommended by the Geo-Locate popup for your location. This will ensure your order is processed through the appropriate regional website and complies with local customs and tax requirements.

Who can I contact if I need help?

If you have any questions about ordering or are unsure which store to use, please contact our Customer Service team who will be happy to assist.