Popular Questions

• How do I return my Order

  For all returns, you can use our returns service within 28 days of receiving your order.
  Please return your order in a "new" condition, which means that the item itself, as well as the labels, tags and all original packaging, show no signs of use.
  Simply select the "Returns" option displayed in the "Order History" section of the "My Account" pages when placing your order.
  Please select one of the available options and pay for shipping in the returns portal.
  You will remain responsible for the returned items while they are in transit and until the items have been acknowledged by Pro:Direct as safely received and inspected.
  When you have completed the return, you will receive a receipt. If you have any queries about your return, you must present this receipt, which will then be authenticated with the courier. If you do not provide a receipt, we will not be able to process your return.
  Please note that being able to arrange your own return to our warehouse is often more expensive than the label you can purchase through our portal.
  Using our returns portal - For some countries we are unable to offer a returns service, but you can still print out a label to return 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 courier of your choice. We recommend that you return your item by recorded delivery/tracking (using your national courier is the most cost effective) as you are liable for the item until it has been received and signed for by us.
  Please ensure that the goods are adequately packaged, complete the returns form on the delivery note and include a brief note for the return if required with the parcel. When the return is complete you will receive an automated email, so please keep an eye on your emails.
  Faulty items - If you wish to return your order due to a manufacturing fault, please contact our customer service team first and provide them with some pictures of the faulty item so they can advise you further.
  Personalised items - Please note that personalised items cannot be returned unless they have a manufacturing fault.

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• Can I exchange my item for something else?

  We are currently unable to offer exchanges; however, you may place a new order if you need to and mark your original order as no longer desired. Please return your order in "new" condition, i.e. the item itself, labels and original packaging must show no signs of wear.
  
  For the return of unwanted items, you can use our returns service within 28 days of receiving your order. Simply select the "Returns" option displayed next to the relevant order in the "Order History" section on the "My Account" page. Please choose one of the available options and pay for shipping on the returns portal. You remain responsible for returned items while they are in transit and until the items have been confirmed as received and inspected by Pro:Direct. Once you have completed the returns declaration, a receipt will have been provided. If there are any questions regarding your return, you will need to provide this receipt, which will then be authenticated with the carrier. If you do not provide a receipt, we will not be able to process your return.

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• How can I track my order?

  When your order is shipped, you will receive an email confirming that it is being delivered.
  Log in to your online account and go to the Order History section. There you will find a link that will allow you to track your order – click on the link to be redirected to the carrier's website.
  If your order was sent using a tracking service, you will be able to track its progress.

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• If I Pre-order a product, will I receive it on the release date?

  The pre-order date you receive when you place your order is the estimated shipping date from our warehouse and is based on the manufacturer's stated delivery date.
  We will notify you as soon as possible by email of any delay and advise you of the new estimated dispatch date.
  If you would like to personalise your pre-order item, please allow an additional 4-6 days for shipping.

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• Can I cancel my order once it has been placed?

  If you need to cancel your order, please send an email to customerservices@prodirectsport.com immediately to find out whether this is still possible. 
  We have a limited time to cancel your order because we send orders to our warehouse quickly to ensure fast delivery. If it's too late for customer service to cancel your order, you have two options: 
     1) you can refuse the delivery and ask the courier to return it, 
     2) you can arrange for the order to be returned to us. 
  Once we receive the return, we will issue a refund using the same payment method. 
  Please note that customised orders cannot be cancelled, but feel free to contact us if you have any questions.

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