How do I check the tracking of my order around Christmas?Once your order has been dispatched, you will receive a dispatch notification email from us. You will be able to track your order via this notification email for updates on your order. Please note however that as it is currently the Christmas and New Year holiday period, your parcel may take longer than usual to be dispatched and delivered to you. In most instances, we are unable to contact the courier to chase the delivery of your order but rest assured the couriers are working as hard as possible to have your order delivered to you as soon as possible.
Why is my order taking longer to be delivered than the estimated time at checkout?The dates on our website are as accurate as possible at the time you placed your order. We are working as hard as possible, and so are the couriers, to have your order dispatched and delivered to you as quickly but also as safely as possible. However, during this festive period, delays are unfortunately likely to happen due to the increase of parcels the couriers are receiving during this time of year nationwide. We thank you for your patience during this period.
What delivery options are available?
We offer three delivery options: Standard / Next day / Express.
Standard Delivery applies to orders up to maximum order weight of 15kg, excluding oversized items (such as Goals) which require a special courier.
Next Day Delivery applies to orders up to maximum order weight of 2.5kg. *Not available for the following postcodes: AB, BT, DD9-11, DG5- 9, FK17-21, GY, HS, IM, IV, JE, KA27-30, KW, KY10, KY14-16, PA20-38, PA41-49, PA60-78, PA80, PH5-9, PH11-13, PH15-26, PH30-50, PO30-41, TD5, TD15, TR21-25, ZE
Pre-Order Items, or personalised items (where the available date is in the future) will mean that Next Day will be available but the day your item will arrive will be the next business day AFTER the Available Date displayed.
Your delivery options and the final delivery costs (based on the weight & dimensions of your order) will be displayed in Checkout along with the expected delivery date.
You may notice during checkout that not all options will be available to you - the options depend on where you are in the world, where you are having your order delivered to and the total weight of the order.
If your order gets dispatched from our warehouse in the Czech Republic, the Standard delivery option will be provided by Deutsche Post, who hand the parcel over to the national postal service in your country, and the Express option will be provided by the courier DHL.
If you are ordering multiple items and Standard delivery is not an option due to the weight of the order, you may have to place multiple smaller orders, so the Standard option becomes available.
Should you have any questions regarding delivery options, including delivery to PO Boxes, please contact our Customer Service team at firstname.lastname@example.org.
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 email@example.com.
Has my order been dispatched yet?
As soon as your order is dispatched from our warehouse you will be sent an email to confirm that it’s on the way. Please log into your Pro:Direct account and go to My Orders where you will be able to track the progress of your order by clicking on the Tracking reference number.
You may not get any tracking information on the courier's website until the following working day after dispatch.
Why are delivery options to the EU limited?Pro-Direct ships from warehouses in both the UK and EU. Since the UK left the EU on 1st January 2020, carriers have limited some shipping services between the UK and EU. We are currently only able to offer standard delivery on orders up to £135/€150 from our UK warehouse to any EU country.
We are working to re-enable premium delivery options as soon as possible.
Orders placed on our EU sites and shipped from our EU warehouse are not affected.
My order hasn't arrived - what do I do?
We are sorry if your order is taking longer than expected to arrive.
Your estimated delivery date will have been displayed during the checkout when you placed your order – please allow until this date for your order to arrive. All parcels sent with our couriers can be easily tracked on the courier's website. Your tracking link will be able to provide the latest updates on our order. You can access this link in 'My Orders' once you have signed in to your online account. If there has been a delay, there should be a clear indication where the parcel is and potentially the cause of the delay.
If it is unclear what is causing the delay or if your parcel is showing as delivered by you have not received it then please contact our Customer Service team at firstname.lastname@example.org.
Answers to the most commonly asked questions can be found within our Help and FAQs section.
If you do still need to contact us then the best way to do this will be to email email@example.com.
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