Frequently Asked Questions

Where is my order?

If your parcel has yet to be dispatched, it may be because there is unfortunately a delay in stock from the manufacturer. We are expecting stock for this item to arrive as soon as possible, but do not have a confirmed delivery date. However, when we receive a new date, you will receive an email from our stock team.

In instances where the dispatch of your order is being delayed due to stock issues, all customers affected will be contacted as quickly as possible. Due to current circumstances, this can now take longer than our usual turnaround.

Once your parcel has been dispatched, you will receive a dispatch notification and be able to track your parcel via your online account or dispatch notification email. Please note that your parcel's tracking can take up to 24 hours to go live from dispatch.

Can I arrange a Return online?

We currently offer a returns service you can pay for through our portal for most EU countries. There are a few exceptions where no service is available at the moment, but you are still able to create an address label and arrange and pay for a return through a courier of your choice. Please check the list below to see if we offer a returns service for your country:

Country	Returns accepted in the Portal
Austria	Can be arranged online in the Returns portal
Belgium	Can be arranged online in the Returns portal
Bulgaria	Can be arranged online in the Returns portal
Croatia	Not available yet, please create a label and arrange a return via local courier
Czechia	Can be arranged online in the Returns portal
Denmark	Can be arranged online in the Returns portal
Estonia	Can be arranged online in the Returns portal
Finland	Can be arranged online in the Returns portal
France	Can be arranged online in the Returns portal
Germany	Can be arranged online in the Returns portal
Greece	Can be arranged online in the Returns portal
Hungary	Can be arranged online in the Returns portal
Ireland	Can be arranged online in the Returns portal
Italy	Not available yet, please create a label and arrange a return via local courier
Latvia	Can be arranged online in the Returns portal
Liechtenstein	Not available yet, please create a label and arrange a return via local courier
Lithuania	Can be arranged online in the Returns portal
Luxembourg	Can be arranged online in the Returns portal
Monaco	Not available yet, please create a label and arrange a return via local courier
Netherlands	Can be arranged online in the Returns portal
Norway	Not available yet, please create a label and arrange a return via local courier
Poland	Can be arranged online in the Returns portal
Portugal	Can be arranged online in the Returns portal
Romania	Can be arranged online in the Returns portal
San Marino	Not available yet, please create a label and arrange a return via local courier
Slovakia	Can be arranged online in the Returns portal
Slovenia	Can be arranged online in the Returns portal
Spain	Can be arranged online in the Returns portal
Sweden	Can be arranged online in the Returns portal
Switzerland	Not available yet, please create a label and arrange a return via local courier

Im not in the UK, How do I return my order?

For all returns from outside of the UK - Please request a return through our returns service. Simply select the “Return” option displayed against the order in your “My Account” pages. Please follow the instructions within the portal and choose one of the available returns services, and pay for the carriage within the returns portal. This will provide you with a fully tracked and signed for delivery service which has the required insurance to cover the cost for any losses or damage in transit. You remain responsible for the returned items while they are in transit and until the items have been confirmed as safely received and inspected by Pro:Direct. As such, you should ensure that you retain any paperwork supplied by your carrier that will assist in your claim with the carrier should Pro:Direct not successfully receive your high value returned items.

For some countries we are not able to offer a return service but you will still be able to print a label for returning the item to the correct Pro-Direct warehouse via the returns portal. You should then arrange for the item to be returned to us using a carrier of your choice. We recommend that you return your item via recorded/tracked delivery (using your national courier service is the most cost effective) as you are liable for the item until it is received by us and signed for. Please ensure that the item is adequately packaged, complete the returns form on the dispatch note and if required, include a brief note in the parcel to explain why the item is being returned.

Please ensure that before passing your parcel to the carrier, it is clearly marked as 'Returned Goods - Relief Claimed'. You should also complete and attach any customs documentation as provided by the carrier and ensure that the Pro:Direct VAT number GB115152945 is included. Failure to do so may prevent us from being able to accept your return.

Faulty items - if you are not able to find a carrier please send us some pictures of the damage and we will see if we can process your claim without receiving the item back. Please note that we are not always able to process claims of faulty goods using images alone.
Personalised items - we will only accept personalised items for return of the personalisation is incorrect from the receipt of order or if the item is faulty. If an item is incorrectly personalised and the item is used and not returned in new condition, Pro:Direct reserves the right to refuse the item based on the fact that by wearing or using the item, the customer has accepted the product.

Can I exchange my item for something else?

For all returns in the UK- please note we will offer a refund, or you can exchange for the same item, alternative size if it's still available. You may wish to use our returns service. Simply select the “Return” option displayed against the order in your “My Account” pages. Please choose one of the options: Free paperless returns via Asda2U, InPost Locker or choose our paid returns with print in store with Collect+.or return via Royal Mail. If there are any queries about your return, you will be required to provide this receipt, which will then be authenticated with the carrier. Failure to provide a receipt which can be successfully authenticated by the carrier will result in us being unable to process your return.

For all returns from outside the UK - Please note we can offer a refund only, and you can return through our returns service. Simply select the “Return” option displayed against the order in your “My Account” pages. Please follow the instructions within the portal and choose one of the available returns services, and pay for the carriage within the returns portal. This will provide you with a fully tracked and signed for delivery service which has the required insurance to cover the cost for any losses or damage in transit. You remain responsible for the returned items while they are in transit and until the items have been confirmed as safely received and inspected by Pro:Direct. As such, you should ensure that you retain any paperwork supplied by your carrier that will assist in your claim with the carrier should Pro:Direct not successfully receive your high value returned items.

For some countries we are not able to offer a return service but you will still be able to print a label for returning the item to the correct Pro:Direct warehouse via the returns portal. You should then arrange for the item to be returned to us using a carrier of your choice. We recommend that you return your item via recorded/tracked delivery (using your national courier service is the most cost effective) as you are liable for the item until it is received by us and signed for. Please ensure that the item is adequately packaged, complete the returns form on the dispatch note and if required, include a brief note in the parcel to explain why the item is being returned.

Please ensure that before passing your parcel to the carrier, it is clearly marked as 'Returned Goods - Relief Claimed'. You should also complete and attach any customs documentation as provided by the carrier and ensure that the Pro:Direct VAT number GB115152945 is included. Failure to do so may prevent us from being able to accept your return.

How can I track my order?

When your order is dispatched we will send you a dispatch email to confirm that it's on its way to you. This email will include a link for you to track your parcel - click the link to be directed to the courier's website. If your order has been sent to you using a trackable service, you can follow its journey to you. For any Standard delivery parcels dispatched by Royal Mail it may take 24 hours before the first scan/tracking detail is available.
All deliveries will need to be signed for between 9.00am. and 6.00pm. If you miss the delivery, a card will be left and they will attempt to deliver the next working day.
As Deutsche Post provide a standard postal service, the tracking information provided on their website will be very limited. It is therefore advisable to track your parcel with the postal service of your country as soon as it has cleared customs.
Express parcels can be tracked on the DHL website throughout the delivery process and they will provide daily updates and a proof of delivery.
If your parcel has not arrived within the estimated delivery time then please contact our Customer Service team at customerservices@prodirectsport.com.

How do I know that I've ordered the right size?

We use UK sizes as our main sizing format (this may vary a little depending on Brand)
When ordering footwear, you will have the option of selecting between UK, EU or US sizes - Please note, when you receive your order confirmation email it will show the comparative UK size.
We also have size comparison charts on the website for a number of products, please check here for size guide information. If you need some more advice then please contact our Customer Service team at customerservices@prodirectsport.com.