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The Pro-Direct Running team have put together a helpful guide to help you in your shopping experience, we hope you find it beneficial.

Should you not find an answer to your question below, please feel free to telephone our dedicated team on
+44 (0) 871 423 20 20.

Click on a section heading directly below to get started..

Products and Stock

How reliable is product availability?
Product availability is updated daily. When you select your required size the availability will appear below, either:
- Available for Immediate Dispatch
- Order Now for Dispatch in ... days
- Pre-Order Now for Dispatch on...

If there is an availability problem with an item displayed as 'Available for Immediate Dispatch,' usually where the number of orders exceeds the current stock level, your confirmation email will advise 'Item currently out of stock' in the item status. We will then contact you to advise on further availability and confirm how you wish to proceed.
If I Pre-Order an item will I receive the item on the release date?
When you Pre-Order an item a "Pre-Order Now for Dispatch on ..." message will be displayed. This is the anticipated dispatch date from our warehouse based on the delivery schedule advised by the manufacturer. If you have chosen to personalise your Pre-Order item please allow an additional 2 - 3 days for dispatch. We will inform you of any manufacturer delivery delay to Pro-Direct as soon as possible by email and advise the new expected dispatch date.
Will Pro-Direct Running re-stock sale items?
Often items will be reduced in price once that line/colour way has been discontinued by the manufacturer. If more stock is due, the date we anticipate being able to dispatch it will be advised when you select the size. If the size required is unavailable you may wish to contact our UK Sales Team who can search our stock database for an alternative bargain.
How long will items be on sale for?
Usually once an item has been reduced it will remain at the lower price until all the stock is sold, the price may even drop further. Some offers, multi-buy deals and price reductions may only apply for a limited time but the price advertised when the order was placed will be honoured providing stock is available.
Do Pro-Direct Running price match?
Although we don't price match we do have regular promotions throughout the season including multi-buy offers and regular reductions on various products every month. Please check the website regularly or call our UK Sales Team as stock will be limited!
Can I order by email or fax?
We do not accept orders by fax or email due to the obvious personal information security issues. While we are happy to deal with initial enquiries this way, final orders must be processed on our secure website or by calling our UK Sales Team on +44 (0) 871 423 20 20.
What sizing formats do Pro-Direct Running use?
We will use UK sizes as our predominant format. When ordering footwear you will have the option of selecting between UK, EU or US sizes. When you receive your confirmation of order the comparative UK size will be shown. Size comparison charts are available on the website for most products. If you require assistance please contact a member of our UK Sales Team by phone or email.
Can personalised items be exchanged?
Once items have been personalised they cannot be exchanged unless faulty so please make sure you order the correct size when purchasing. If you wish to cancel or change an order for a personalised product please CALL our Customer Service Team IMMEDIATELY. Whilst we cannot guarantee that it will be possible for your order to be cancelled or changed we will do our best.

If, however, the product is later deemed to have a fault of manufacture your statutory rights remain unaffected and we will be pleased to offer a refund or exchange.

We will only accept personalised items for return if the personalisation is incorrect from the receipt of order or if the product is faulty.
The product I received looks different to the image on the website/in the brochure
Whilst every effort is made to ensure that products, prices and colours are correct at the time of pre-selling on our website or the printing of our brochures, we cannot be held responsible for any manufacturer errors or product changes. All product images on our website are as accurate as possible, however due to the inconsistency of monitors and screens, colour tones and shades may not be exact to the product. Please contact our customer service team if you are unhappy with what you have received and we'll do our best to rectify the problem quickly and fairly.

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Payment

What payment methods are accepted?
Payment methods available through the website are:
- Visa Debit/ Credit/ Electron
- Mastercard
- American Express
- Maestro (only UK issued)
- Solo(only UK issued)
What is the security check?
For your security, every single order goes through a security check. The security check has been put in place due to increased anti credit card fraud procedures and identifies multiple orders within a short space of time. All new orders are checked to ensure they are not fraudulent or a duplicate. If your order fails to complete the security check we will contact you by email or phone to request additional information so that we can validate your order. Please make sure you are supplying the correct billing name/address information so we can deal with your order quickly.
How long it will take for order to be put through security check?
Normal process times will be within 24 hours. If you have chosen Priority Delivery this will be actioned in time for the order to be processed as requested.
When your order has been processed you will receive either an order confirmation email which confirms authorisation was successful or an email detailing any payment problem including what to do next.
I received an email saying the name and address details I entered do not match that held by the card issuer, but they are correct?
When we request Pre-Authorisation on your card our bank will check with your card issuer that both the full order value is available and that the name/address details entered match that which they have on file. If there is ANY discrepancy it will be flagged and we will need you to contact us with confirmation of your billing address.
How can I cancel an order?
Once you have completed your order you can check the status of the item(s) by logging into your account on our website but you cannot cancel. Please note - we cannot guaruntee cancellation of your order as is some cases it is likely we have validated payment. ( please note if you have ordered personalised products it is very unlikely we can cancel once payment has been validated and goods sent for processing ) we ask that you CONTACT US as soon as possible preferably by phone and we can check if this is possible.
If goods have been dispatched you may return them but please check our returns policy and Terms and Conditions as some items/services may be excluded.
What does status 'Picked' mean?
When you log into your account to check the progress of your order check the individual item/s status, 'Picked' will mean we have validated payment and the item/s are awaiting packing in our dispatch dept, once dispatched you will receive an email of confirmation.
What does status 'Personalisation' mean?
When you log into your account to check the progress of your order check the individual item/s status. 'Personalisation' will mean we have validated payment and the item/s are awaiting printing or embroidery. This takes approximately 2 - 3 days and then your order will be packed for dispatch. Once dispatched you will receive an email of confirmation. During busy period please allow 5 - 7 days for personalisation.
Why has full payment been taken straight away?
Once your payment details have been entered, your bank will place an authorisation against the full order amount. This will show as a pending transaction on your account ( unavailable funds ). We will then either take all or part of this pending amount depending on whether we are processing all or part of the order straight away. If your order is a Pre-Order for more than 5 days in advance of the order date the pending transaction will automatically void after 5 days and be released back into your available balance.
If you cancel your order before we have completed the transaction the pending transaction can be voided. Please allow 3-5 working days for any amount pre-authorised by your bank to be cleared into your available funds. For orders placed from overseas this may take longer.
When will I be charged?
Following on from the question above, we will capture funds just before stock is ready to be personalised or shipped.
Why is the total price still including VAT when my order is being shipped to the Channel Islands?
In order for our system to determine that you are VAT exempt you must select Channel Islands rather than United Kingdom from the drop down list of countries. In the unlikely event you have been charged VAT when you are exempt please contact a member of our Customer Service Team.
Are my details retained for future orders?
We do keep records of your NAME /ADDRESS and records of previous orders. If you have ordered previously via the website you should have a login with which you can place an order more quickly.
What happens if a price of an item has changed, after it is ordered but before its shipped to me?
Price reduction decisions are not always made in advance so if you notice a price has been reduced after you order has been confirmed, but before you have received it, please contact us by phone or email and we'll credit the difference. If a price is reduced after receipt of the order we cannot refund the difference.

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Delivery

What delivery options are available?
Delivery is chosen for you and is calculated by the weight of your order and where it is being delivered to.
If I am ordering from Non EU contries, am I liable for import taxes?
For Customers in Non EU countries: If goods are being sent outside of the EU we will remove any VAT (Value Added Tax) applied at the prevailing rate by the UK government to goods purchased. Customs or import duties are then applied once the package reaches its destination country.

Any additional charges for customs clearance must be paid by the recipient (including, but not limited to, taxes, duties, holding fees). We have no control over these charges and can not predict what they may be.

Customs policies vary widely from country to country and are subject to change so we would advise you to contact your local customs office for current, up-to-date information prior to placing your order.

We will also not be liable for any further costs incurred as a result of a recipient's refusal to pay customs charges and will charge accordingly for any charges incurred by Pro-Direct Sport as a result of the recipient's refusal to pay the applicable charge levied by Customs.
Why is CPF number is required for Brazilian Customers?
The CPF number (Cadastro de Pessoas Físicas - Natural Persons Register) is a number attributed by the Brazilian revenue agency. The CPF is required because Brazil customs strictly check each resident importing goods.
Why is PID reference required for delivery in Norway?
For Norwegian customers your PID number is required for any shipments going through customs, this will likely be the case for any orders over the weight of 2KG.
Do you deliver to British Forces Post Office (BFPO)?
Unfortunately no we do not at this time.
Has my order been dispatched yet?
As soon as your order is dispatched from our warehouse you will be sent an automatic email to confirm that it's on the way with an approximate delivery time frame. If your order has been sent on a tracked service the email will include reference details and a link to the courier website. You may not get any tracking information on the courier's website until the following working day after dispatch.

Please note: Collections from the Pro-Direct warehouses are Monday - Friday. If your parcel is marked as dispatched after 6pm or on Saturday or Sunday it will be collected on the next working day. From the next working day after that you will be able to track it on the courier's website.
After dispatch how can I track my delivery?
When your order is dispatched you are sent an email to confirm that it's on its way to you. Included in this email is your tracking number and details of how to track your order depending on which courier has been used.

If your delivery has been sent via Royal Mail:
Please enter your 13 Digit reference number in the 'Track and Trace' box on the Royal Mail website. The status of your order will then be shown. If you miss the delivery please take your missed delivery notification card to the Royal Mail collection office to collect your parcel. You will need to take some identification with you. ROYAL MAIL will hold your order for up to four days before returning it to us. If you did not receive a card you will need to contact your local Royal Mail collection office. If you feel you need to contact Royal Mail concerning the whereabouts of your parcel please call Royal Mail customer service on 08457 740 740.

If your delivery has been sent via DPD Courier:
Please enter your 10 Digit reference number in the 'Quick track' box (when on the DPD website. ) The full delivery status of your order will then be shown. All deliveries will need to be signed for between 9.00 a.m. and 6.00 p.m. Deliveries within the UK are sent on a next working day service and to the Republic of Ireland two working days. If you miss the delivery a card will be left and they will attempt to deliver the next working day. If you feel you need to contact DPD concerning the whereabouts of your parcel please call DPD customer service on 08445 560 560 (International team 08459 300 350.

If your delivery has been sent via City Link Courier:

Please enter your 8 Digit reference number in the 'City Link Job No' Box (when on the City Link Website. ) The full delivery status of your order will then be shown. All deliveries will need to be signed for between 9.00 am and 6.00 p.m. Deliveries are sent on a next working day service. If you miss the delivery a card will be left and they will attempt to deliver the next working day. If you feel you need to contact City Link concerning the whereabouts of your parcel please call City Link customer service on 08444 930 932.

All of these websites can be found when typed into your search engine.
What happens if I'm not at my delivery address at the time of delivery?
For Customers within the UK:

If you are out at the time of delivery the courier, either Royal Mail, DPD or City Link, should leave a card explaining where the parcel is being held and their contact details. If someone else is at the address they may sign for the parcel as the courier is contracted to deliver the parcel to the address stated, not the person. If you haven't received your parcel or a card within the expected delivery time you can track your parcel using information provided in your dispatch email. If you require further assistance please contact a member of our Customer Service Team.

For Customers within Europe:

Royal Mail Deliveries - Royal Mail will export the parcel outside of the UK handing it to a trusted partner within your country, this is generally your national postal service. In most cases they will have left a card to highlight a failed delivery attempt and detail where the parcel is being held. If we have sent your parcel recorded then use the tracking number on your national postal service website which may give a clear indication of it's status. Failing this, please contact us and we will investigate.

DPD deliveries - DPD's network covers most countries within the EU so it will be a DPD van delivering the parcel. They should leave a card highlighting where the parcel is being held. You can easily track your parcel's status by visiting DPD's website ( check your dispatch email for details ).

For Customers in the rest of the world:

Royal Mail Deliveries - Royal Mail will export the parcel outside of the UK, handing it to a trusted partner within your country, usually your national postal service. In most cases they will have left a card to highlight a failed delivery attempt and detail where the parcel is being held. If we have sent your parcel recorded then use the tracking number on your national postal service website which may give a clear indication of it's status. Failing this please contact us and we will investigate.

DPD deliveries - DPD will hand your parcel to a trusted partner company in your country for delivery. The parcel is likely to go through customs first and you may be contacted for payment of duties. We would expect the partner company to leave a calling card if there was a failed delivery attempt. You can check the status of your parcel by tracking it using the information provided in the confirmation of dispatch email. If you have any difficulties locating the parcel please contact our Customer Service Team.
Do you deliver to an alternate/work address?
We ask that you provide the correct billing address details when submitting your order but you may change the delivery address to an alternative residential or business address. If you are requesting delivery in a different country to the billing address this will automatically go through a security check and we may contact you to confirm your details.
If you request a business address for delivery please make sure you enter the address as completely as possible including if necessary, Business name, building name,floor,department etc.
What should I do if I don't receive the parcel within expected delivery time?
DPD and City Link:

All parcels sent with these couriers should be easily tracked by using the reference number provided in your dispatch email on the courier's website. Even if there has been a delay there should be a clear indication where the parcel is and potentially the cause of the delay.

UK Customers: We would ask that you contact the courier who should be able to provide more detail regarding any problem. They may request further information to locate your address. If you don't get an adequate response please contact us and we will investigate.

European Customers: DPD's network covers most of Europe so you may be aware of your local DPD delivery depot. If after tracking your parcel it's clear it's made it to your country we would advise contacting your local depot. If you don't get an adequate response please contact us and we will investigate.

Rest of the World Customers: Please contact us directly and we will get in touch with DPD to resolve as quickly as possible. Usually the couriers require that you reconfirm your contact telephone number or full delivery address so providing this information again when you first raise the query would be helpful.


Royal Mail:

Due to the nature of the services we use there is limited tracking on both UK and INT parcels.

For UK Customers: If you have not received your parcel within 3 working days and a card has been left detailing an attempted delivery please contact our customer service team to log the query. Often, if there has been a delay in transit parcels may arrive a few days late. We have to wait 15 working days until we can class the parcel as lost if there is no clear tracking information. We will monitor this and keep you updated.

For all Customers outside of the UK: Please allow up to 10 working days for delivery ( 14 days outside of Europe ) Royal Mail will hand the parcel over to your national postal service for delivery. If you know where you local delivery depot is, we advise you contact them with your tracking number as the parcel may be being held for you. If this doesn't resolve the matter please contact us and we will investigate. We have to allow between 20 and 25 working days from the dispatch date until we can class the parcel as lost.

We thank you for your patience if you do experience any delays.
Can I refuse my parcel?
If you want to refuse, or have refused delivery for any on the below reasons:

- you did not want to pay import taxes
- you do not want the parcel

You will be liable for any costs we incur from our courier for return delivery.

If however, you refuse because there is something wrong with your order, something is missing or the package is already opened then the above statement is not applicable to you.
What happens if the courier misplaces my parcel?
In the unlikely event of your parcel being lost by the courier, as the sender, we will be responsible for making the enquires and eventual claim for the lost items. This means that once the courier classes a parcel as lost we can process a replacement or refund immediately.

If a parcel is sent on a Next Day Delivery service we should get a much quicker and detailed response from the courier.

Please see the above Q and A on the procedure to follow if you have not received your parcel within the estimated time frame.
What happens if my parcel is damaged upon receipt?
If the outer packaging of your parcel is open or damaged we suggest you check all items are present and correct before signing for the parcel. If there are any problems with items missing or damaged REFUSE DELIVERY, contact us immediately and we will make all the arrangements for a replacement.
What should I do if I receive the wrong item?
In the unlikely event we send you the wrong product, we will refund the cost of return postage back to the card used to purchase the item(s). Please send the product back to us by recorded delivery with a covering letter detailing what happened. As soon as we receive the returned item(s) we will despatch the correct product and issue you with the postage refund (please include the receipt for postage in the parcel).
I have received a faulty item, how do I resolve this?
In the unlikely event that goods are faulty upon receipt, please contact our Customer Service Team as soon as possible so we can resolve the matter. We will endeavour to make the process of replacement as convenient as possible.
An item is missing from my order, how do I resolve this?
Sometimes we don't send everything you've ordered at the same time, so first of all, check your dispatch notification email to see if any of your items are 'to follow'.
If the dispatch note says an item should be in your parcel but it isn't, please get in touch with our Customer Service Team. Providing all relevant details including your order number, product code and description of item/s missing will help us to quickly resolve the issue.

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Returns

Our Returns Policy
All goods supplied by Pro-Direct Running are from official sources and are covered by the normal manufacturers warranty. You can return any item within 28 days of receipt for a refund of that item or to exchange it for a different size/colour/item.

In all cases, 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. All goods will be inspected on return. The goods are your responsibility until they reach our Warehouse. Please ensure you package your return to prevent any damage to the items or boxes.

We do not offer a free returns service. However, if you return items for replacement, we despatch the replacement goods to you free of charge. We will refund the monetary value of the goods returned to us, at the price you purchased them. All refunds will be for merchandise only, we cannot refund shipping costs unless the item was sent in error.

If you wish to return goods for an exchange or refund please send the goods back in their original packaging with a courier of your choice. Please understand that we cannot accept COD's or packages marked "Bill Recipient". Please keep the receipt or tracking number of your returned package in the event it is delayed or lost in transit.

Most importantly we suggest you use a recorded method of carriage to return the goods to us ( check which is appropriate with carrier ). We cannot be held responsible for items lost or delayed in transit on the way back to us.
Can personalised items be exchanged?
Once items have been personalised they cannot be exchanged unless faulty so please make sure you order the correct size when purchasing. If you wish to cancel or change an order for a personalised product please CALL our Customer Service Team IMMEDIATELY. Whilst we cannot guarantee that it will be possible for your order to be cancelled or changed we will do our best.

If, however, the product is later deemed to have a fault of manufacture your statutory rights remain unaffected and we will be pleased to offer a refund or exchange.

We will only accept personalised items for return if the personalisation is incorrect from the receipt of order or if the product is faulty.
How do I return a product if I'm not happy with it?
If you find that the product is unsuitable please return it in it's original condition unused with all packaging and tags intact within 28 days of receipt for either refund or exchange. On the dispatch note is a returns form and label which both explains the returns process and requires you to complete the appropriate section so we know what action to take. Please add a covering letter if you feel the need to add more information or it simply will not fit on the returns part of the dispatch note. We do not offer a free returns service. However, if you return items for replacement, we despatch the replacement goods to you free of charge.

Please return the order to:
PRO DIRECT RUNNING RETURNS DEPT
SHALDON ROAD,
NEWTON ABBOT,
DEVON,
TQ12 4TZ


Most importantly we suggest you use a recorded method of carriage to return the goods to us ( check which is appropriate with carrier ). We cannot be held responsible for items lost or delayed in transit on the way back to us.
What happens if there is a fault with a product?
As an online business, we aim to provide a Returns service that is totally hassle-free for you.

If you find a fault has occurred with a product please return the item in a clean and dry condition to:

PRO DIRECT RUNNING RETURNS DEPT
SHALDON ROAD,
NEWTON ABBOT,
DEVON,
TQ12 4TZ


Make sure you include a covering note with your name/address/contact telephone no. or email address, clearly explaining the reason for return along with the outcome you would like ( Replacement,Exchange or Refund ). We endeavour to deal with returns within 3 - 5 working days, however this may extend at busy times of the year. Most importantly we suggest you use a recorded method of carriage to return the goods to us ( check which is appropriate with carrier ). We cannot be held responsible for items lost or delayed in transit on the way back to us.
Have you received my returned goods?
As soon as your return has been processed by our warehouse, we'll email you to let you know. If you have requested a refund then this will have been processed at this point. If a replacement or exchange is being processed the goods will be dispatched soon after ( if personalisation is required this will take 3 - 5 days ).
If you have not received notification that we are processing the return firstly track the parcel with the courier you sent it with to confirm it's reached us; if it hasn't they will investigate for you. If it is confirmed at Pro-Direct please contact our Customer Service team straight away and we'll resolve the matter quickly.
My return was processed but i wasn’t refunded my delivery charge?
If goods are returned as unsuitable or for exchange of size we will not refund either your returns cost or the original postage charge. If an item is faulty or we sent the wrong item to you then we will cover the cost of return. For more information, please see our Returns Policy.
I have been refunded the incorrect amount?
We are very sorry if we have made a mistake on your refund. Please get in touch with us and we will try and sort it out for you as soon as possible. The following may affect the amount you have been refunded:

- The delivery charge, which would only be refunded if the goods are faulty.
- Any discounts that were applied at the time of sale, which may not now be applicable.

We may have refunded you less returns costs. If you have refused the delivery of your parcel, or not contacted the courier/mail service after they have attempted to deliver to you, you are then liable for the return charges made by the courier to have it returned back to us. This amount varies depending on where the parcel is returned from and it's size.
I returned an item and it was incorrectly refunded or replaced.
We are really sorry if we made a mistake when processing your request.

If you were expecting a replacement and got a refund instead, this may be because we were unable to exchange the item for what you wanted due to stock availability and could not reach you for an alternative decision on what you would prefer. In this instance we would automatically issue you with a refund so you have the choice to purchase whatever goods you want instead. If you contact our sales team to reorder we will offer free delivery on the replacement item/s.

If you were expecting a refund and we sent you replacement goods please get in touch with our customer service team and we will resolve the problem as conveniently as possible for you.

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Pro-Direct Running Customer Services - 0845 257 66 88