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 firstname.lastname@example.org.
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 and I'm sorry that 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 email@example.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.
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.
How do I claim my parkrun milestone t-shirt?
To order your parkrun milestone t-shirt, please sign into your parkrun profile by visiting https://www.parkrun.com/signin/
- Follow the link to ‘manage my profile’. This link can be found in any parkrun newsletters and in any of your run results emails.
- Follow the link to ‘collect and print your barcode’ in your registration confirmation email.
- This will take you to the ‘my links’ page and from here click on ‘my progress’.
- If your profile has been activated, you’ll be sent to a product page where you’ll be able to select your size and check out. (Please note, Postage and Packaging charges apply).
My Coupon code isn't working.
Your coupon/voucher code needs to be redeemed when you are in the checkout. If the coupon code is not recognised, you can follow these steps to see if t his helps:
- Be careful if you copy & paste the code as this adds a space at the end - this space needs to be deleted.
- Coupon codes are case sensitive - all in UPPER CASE.
- Make sure you've entered the coupon code exactly as it appears, check spacing, character errors and/or spelling mistakes.
- Make sure the coupon applies to at least one item in your basket - not all items are eligible. Check the Terms & Conditions of the coupon to make sure your order meets the requirements.
Unless otherwise stated, Promotions & Coupons will not apply to any products fulfilled by our partners NIKE and ADIDAS, or any of the parkrun range of products, and will usually EXCLUDE items already discounted, or on offer. NOTE - Promotions and Coupons are strictly limited to 1 use per customer .
If you're still having any difficulty redeeming your coupon. please contact our Customer Service team at firstname.lastname@example.org and we'll be happy to assist.
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.