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. Please log into your online account and view your Order History, this will have 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 or call us on +44 (0)371 423 2020.
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 28 days of receipt for a refund.
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.
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 can't 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.
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 recognized, you can follow these steps to see if this 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
Partner Program – Discount coupons will not be applied to products fulfilled by our partners NIKE and ADIDAS.
If you're still having any difficulty redeeming your coupon, please contact our Customer Service team at email@example.com or call us on +44(0)371 423 2020 and we'll be happy to assist.
Why are some products showing as fulfilled by Nike or adidas?
Occasionally, a product you purchase from us may be fulfilled by one of our selected partner brands. Here are some details about the Pro:Direct Partner Program.
All of our partners agree to the Pro:Direct service promise:
- 28 Day Return Policy
- Free Delivery & Returns*
- Standard Delivery (3-5 Business Days)
- Pro:Direct Customer Care
- Pro:Direct Promotions Do Not Apply**
Occasionally some products may be available in certain sizes directly from Pro:Direct, while other sizes may only be available from one of our partners and therefore in these instances prices may vary depending upon the supplier.
If you are placing an order for multiple items and have a combination of Pro:Direct and Pro:Direct partner products in your order, these will be dispatched to you in separate packages and will be listed separately in your shopping basket.
Pro:Direct Partner products will be sent to you directly by our partners.
* Free standard delivery and returns to UK destinations only. Additional postage options are unavailable at this time.
** Please note, all promotions offered by Pro:Direct such as personalisation, multi-buy, discounts, free gifts, affiliate orders etc, will not apply.
+44 (0) 371 423 2020
Monday - Friday 9am - 9pm
Saturday & Sunday 9am - 5pm
Bank Holidays - Closed