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Popular Questions

  • 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 28 days of receipt for a refund
    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.

    UK customers - If you are returning items with a total value of under £250, and you are within the UK, you may use our free returns service. Simply visit https://www.royalmail.com/track-my-return/create/52 to create your free returns label. Once you have done this, take your securely packaged items along with your printed label or the QR code on your mobile device to your local Post Office. Your local Post Office will provide you with a receipt which you MUST RETAIN. If there are any queries about your return, you will be required to provide this receipt, which will then be authenticated with Royal Mail. Failure to provide a receipt which can be successfully authenticated by Royal Mail will result in us being unable to process your return.

    For returns in the UK with a total value of over £250 or for all returns from outside of the UK, you are responsible for selecting and paying for a carrier service which 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.

    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.If an order has been personalised with Hero ID, we may be able to make an exception so please contact customerservices@prodirectsport.com for further assistance.

  • 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 customerservices@prodirectsport.com .
    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.

    Customers in the EU -  If you wish to return orders from an EU country you should contact our customer service team before making a return. Our team will advise on the best way to resolve the return query and confirm which warehouse to return the goods to.  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. 

    For Returns to the EU warehouse You should return the item to the following address: Returns Department, Pro-Direct Sport Ltd, CTPark Teplice, Kateřinská, 41742 Krupka-Nové Modlany, Czech Republic.

    For Returns to the UK warehouse you should return the item to the following address: The Returns Department, Pro-Direct Sport Ltd, Torre House, Shaldon Road, Newton Abbot, TQ12 4PQ, United Kingdom (UK). 

    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.

    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

    Customers outside the EU:
    You should return the item to the following address: Pro-Direct Sport Ltd, 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 Goods - Relief Claimed’. You should also complete and attach any customs documentation as provided by the carrier and ensure the Pro:Direct VAT number GB115152945 is included. 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 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. 

  • 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 however you can place a new order if you require this and mark your original order as no longer required.  Please return in 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.

    Customers in the EU -  If you wish to return orders from an EU country you should contact our customer service team before making a return. Our team will advise on the best way to resolve the return query and confirm which warehouse to return the goods to. 

    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. 

    For Returns to the EU warehouse you should return the item to the following address: Returns Department, Pro-Direct Sport Ltd, CTPark Teplice, Kateřinská, 41742 Krupka-Nové Modlany, Czech Republic.

    For Returns to the UK warehouse you should return the item to the following address: Returns Department, Pro-Direct Sport Ltd, Torre House, Shaldon Road, Newton Abbot, TQ12 4PQ, United Kingdom (UK). 

    Outside of UK & EU - please address return parcels to: Pro-Direct Sport Ltd, Returns Department, Torre House, Shaldon Road, Newton Abbot, Devon, TQ12 4PQ. United Kingdom (UK)

    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 the Pro:Direct VAT number GB115152945 is included. 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.  

  • 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.

  • 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 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 and model of boot).
    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.

 

CUSTOMER SERVICE

The best way to contact our Customer Service Team is via our direct email address - customerservices@prodirectsport.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.