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Popular Questions

  • 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 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)

    All goods supplied by Pro:Direct are from official sources and covered by the normal 12 months retailer warranty (subject to: wear and tear, accidental damage and misuse). You can return any item within 28 days of receipt for a refund or to exchange the same item for an alternative size. The items must be returned in their original condition, which includes any packaging. For example, shoes must 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 use our free returns service. Simply select the “Return” option displayed against the order in your “My Account” pages. Please choose one of the options: paperless returns via InPost Locker or print in store with Collect+. 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 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.

    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)

    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.                                                                                                             

    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 - 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. 

    - Head to the ‘my links’ page in your profile and from here click on ‘my progress’.

    - If your link has been activated, you’ll then be sent to a product page where you’ll be able to select your size and check out.

    *Please note it may take up to two weeks to receive your link from the moment you achieved your Milestone

  • 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 customersesrvices@prodirectsport.com and we'll be happy to assist.

 

CUSTOMER SERVICE

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

Customer Service operate over 7 days

Pro Direct Live Chat 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.