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.
Can I change my order after it has been placed?
We send orders to the warehouse as soon as they have been submitted to ensure that our fulfillment times are as fast as possible, which means that we cannot make any changes to your order once its been placed - this includes changing the product, delivery or payment details.
Your order will be dispatched and delivered as per the original order, you will then be able to either REFUSE THE DELIVERY (request that the carrier return to sender) or you can arrange for it to be returned to us. Upon receipt of the return we will issue you with a refund (providing the returned item and packaging is received in 'as new' condition). The refund will be made through the same method that was used for the original payment.
We appreciate that this is not a perfect solution but this is the best that we can do when an order has already been submitted.
How do I return an item? (UK customer)
If you find that the product is unsuitable, please return it in its original condition, unused with all its tags intact within 60 days of receipt for a refund **Please note due to the UK government's 'stay at home' advice we have extended the returns period to within 90 days of receipt** .
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 visit https://www.royalmail.com/track-my-return/create/52 to create a free returns label.
Please keep the receipt or tacking number of your returned package in the event it is delayed or lost in transit. We cannot be held responsible for items lost or delayed on transit on the way back to us.
We are unable to accept returns made in person to our Head Office.
Personalised items - we will only accept personalised items for return if the personalisation is incorrect from the receipt of order or if the product 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.
How do I return an item? (Outside UK)
If you wish to return orders from outside of the UK you should contact our customer service team before making a return. Our team will advise you on the best way to resolve the return query, please contact our Customer Service team at firstname.lastname@example.org.
You should 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.
You should return the item to the following address: Pro:Direct, Returns Department, Torre House, Shaldon Road, Newton Abbot, Devon, TQ12 4PQ.
Please ensure that before passing your parcel to the carrier, it is clearly marked as 'Returned British Goods - No Duties Due'. Failure to do so may prevent us from being able to accept your return.
Pro:Direct shall only reimburse your returns costs for a product if it is declared faulty by the Returns department or if we have sent you an incorrect product. Please retain your receipt for the cost of returning the item. When you send this receipt to us, we will be happy to reimburse you these costs up to the following level:
- Returns being made from the EU - a maximum of £20 / €23
- Returns being made from outside the EU - a maximum of £40 / €45 / US$65 / AU$65
You should be able to find a carrier within your region offering a parcel service below these costs.
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.
What is Klarna - Pay Later in 3?
Klarna Pay Later in 3 interest-free instalments will allow you to spread the cost of your Pro Direct purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you enter at checkout if you choose the Klarna payment option. Your first instalment will be collected when your order is confirmed by Pro Direct and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.
Please see our full Klarna Frequently Asked Questions, available in the Navigation options above
If I Pre-order a product, will I receive it on the release date?
The Pre-Order date provided when you placed your order is the anticipated dispatch date from our warehouse and is based on the delivery schedule advised by the manufacturer.
We'll inform you of any delay as soon as possible by email and let you know the new expected dispatch date.
If you've chosen to personalise your Pre-order item, please also allow an additional 4-6 days for dispatch.
Can I exchange my item for something else?
We are currently only able to offer exchanges for the same item in an alternative size, which we will dispatch to you upon receipt of the returned item. Please complete the paperwork, indicating which size you would like to receive.
We are not currently able to offer an exchange service for alternative items. There is however a way that you can still get the item that you would like and return the item that is no longer required. If you would like to return the item to us, providing it is 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:
UK Customers - please visit https://www.royalmail.com/track-my-return/create/52 to create a free returns label.
Outside of UK - please address return parcels to: Returns Department, Pro:Direct. Torre House, Shaldon Road, Newton Abbot, Devon, TQ12 4PQ.
Please ensure that before passing your parcel to the carrier it is clearly marked as 'Returned British Goods - No Duties Due'. Failure to do so may prevent us from being able to accept your return.
As long as the Returns Department are happy with the condition of the item, they will provide you with a full refund and e-mail you to let you know that this has taken place.
The best way to contact our Customer Service Team is via the Contact Us form on this page, or via our direct email address - email@example.com
Our Customer Service Team are available Monday - Sunday from 09:00 - 17.30 (excluding UK Public Holidays).
Pro:Direct Live Chat is available Monday - Friday 09:00 - 17:00 (excluding UK Public Holidays).
We aim to respond to all email enquiries within 24 - 48 hours.
You may also write to us at PDS Group, Torre House, Shaldon Road, Newton Abbot, TQ12 4PQ
Answers to the most commonly asked questions can be found within our Help & FAQ's section.