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Popular Questions

  • Can I return my Order?

    All goods supplied by Pro:Direct are from official sources and covered by the normal manufacturer's warranty. You can return any item within 28 days of receipt for a refund. If you have ordered and are in the UK we can also offer an exchange for the the same item ifor an alternative size but the items returned must be in their original condition, which includes any packaging. For example, shoes are to be returned along with the original shoe box, any tags attached and in new condition, (not used outside or on an abrasive surface). 

    UK customers - If you are returning items with a total value of under £250, 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 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.

    Click here for further advice

    For returns in the UK with a total value of over £250 or 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.                                                                                                              

      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.

    Customers outside of the UK - If you wish to return orders delivered outside of the UK please note that these will get refunded if they are in a new and unused condition. Please use the “Returns” link within the Order History section of My Account. You will be able to print a returns label from within our returns portal and this will ensure that goods are returned to the correct warehouse. In most cases you should also be able to pay for the return shipping via the portal and arrange for tracked shipping back to Pro:Direct. In a limited number of cases we may not be able to arrange shipping for you. In these cases the portal can provide you with an address label but 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.     

    Using our returns portal -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.

    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 - Returns being made from outside the EU - a maximum of £40/€45/US$65/AU$65.

    Please note that where taxes and duties were added to your order at checkout, your refund will not include these amounts. Refunds of government levies need to be requested from your local customs office in accordance with local rules. 

    Faulty item - 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 we are not always able to process claims for faulty goods by images alone.
    Personalised item -Regrettably, we cannot accept a returned item that has been personalised unless it is a fault of the manufacturer. If you believe you have received a faulty product or there has been an error when personalising your item, please contact our customer service team. We may also be able to make an exception on a personalised order for Hero Id so Customer Services will be able to assist you further with this.
    All goods will be inspected on return. We reserve the right to refuse a refund or exchange if the goods returned are deemed to be damaged or tampered with not in accordance with normal use. This does not affect your statutory rights. 

    CLAIMS FOR NON ARRIVAL OF ORDER/RETURN 
    If your return is showing as scanned delivered to us but we have not yet processed it, please contact our customer service team. You will be required to allow us 10 business days from our acknowledgement of your claim to investigate all such claims. You will also need to fully co-operate in the investigation and provide us with all documentation that we request during the process. Failure to do so will result in a failed claim.
    Regrettably online retailers are often targeted by criminals engaging in fraudulent activities which focus on claims of non-receipt of delivery or return (e.g., SE, DNA/LIT/MI scams, fraudulent EB/PEB claims, FTID returns, digitally altered POPs).
    Crimes of this nature are very damaging to retailers and genuine consumers alike.
    Pro:Direct is acutely aware of the techniques employed by these criminals and as a result our investigation process is very thorough. As part of the process you may be required to provide some or all of the following:
    Proof of postage that will be passed to the carrier for verification that it has not been altered
    A signed and witnessed declaration indicating that the items being claimed as returned were legitimately returned by you and that the evidence supplied by you is true and not digitally altered
    If you are in the UK and the retail value of your return is over £250 or are not in the UK, you will be required to arrange your own carrier and will be liable for ensuring that it has the relevant tracking/insurance. If we do not successfully receive your returned items your claim would be with your carrier of choice and not Pro:Direct and you will need to satisfy their separate requirements for investigation of your claim.
    No return claims will be exempt from investigation. Investigations will be executed as swiftly as possible; however, 10 working days is required to allow the retrieval and review of CCTV footage (from our own warehouse, local Post Offices and delivery driver dash cams/PDAs etc) and the completion/review of all relevant documentation.
    Where the investigation concludes that an attempt to defraud the company has taken place, it is Pro:Direct’s policy to refer such cases for prosecution and all evidence collected will passed to the relevant authorities. We operate a zero tolerance to such criminal activity and are committed to protecting ourselves, our fellow online retailers and our customers from the increased costs that are associated with becoming a victim of these crimes.

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

    For all returns from outside of the UK  - Please note that we will provide a refund only on any returns from outside of the UK and you can make a 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 - Please send us some pictures of the damage to customerservices@prodirectsport.com, 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. If an order has been personalised with Hero ID, we may be able to make an exception, please contact customerservices@prodirectsport.com for further assistance.

  • Can I exchange my item for something else?

    We are currently not 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 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, by using the “Returns” option within the order history in My Account. In most cases you will be able to arrange a return via an approved carrier.

    UK customers If you are returning items with a total value of under £250, 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 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 returns in the UK with a total value of over £250 or for all returns from outside of 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 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

Customer Service team are operating 7 days a week (excluding UK Public Holidays).
Pro:Direct Live Chat is available Monday - Friday


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.