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Delivery

  • 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.

  • What delivery options are available?

    We offer three delivery options: Standard / Next day / Express.

    Your delivery options and the final delivery costs (based on the weight & dimensions of your order) will be displayed in Checkout along with the expected delivery date.
    You may notice during checkout that not all options will be available to you - the options depend on where you are in the world, where you are having your order delivered to and the total weight of the order.
    If your order gets dispatched from our warehouse in the Czech Republic, the Standard delivery option will be provided by Deutsche Post, who hand the parcel over to the national postal service in your country, and the Express option will be provided by the courier DHL.
    If you are ordering multiple items and Standard delivery is not an option due to the weight of the order, you may have to place multiple smaller orders, so the Standard option becomes available.
    Should you have any questions regarding delivery options, including delivery to PO Boxes, please contact our Customer Service team at customerservices@prodirectsport.com.

  • Are there any Delivery Postcode Restrictions?

    We aim to offer a fully flexible delivery service so your order arrives quickly and the options available to you will be shown in the Checkout.
    There are a few Postcode restrictions for the Next Day, Premium and Standard delivery services that are detailed below.

    Next Day Service 
    • Not available for the following Postcodes:AB, BT, DD9-11, DG5- 9, FK17-21, GY, HS, IM, IV, JE, KA27-30, KW, KY10, KY14-16, PA20-38, PA41-49, PA60-78, PA80, PH5-9, PH11-13, PH15-26, PH30-50, PO30-41, TD5, TD15, TR21-25, ZE

    Premium Delivery Service
    • UPS Service is not available for the following Postcodes: AB, IM, HS, LA, PA, ZE, KA and CA
    • DPD is not available for parcels going to Uzbekistan

    Standard Delivery Service
    • Royal Mail Tracked Service not available for GY Postcodes
    • Deutsche Post International not available for parcels going to Switzerland or Martinique

  • Has my order been dispatched yet?

    As soon as your order is dispatched from our warehouse you will be sent an email to confirm that it’s on the way. Please log into your Pro:Direct account and go to My Orders where you will be able to track the progress of your order by clicking on the Tracking reference number.
    You may not get any tracking information on the courier's website until the following working day after dispatch.

  • What happens if I'm out when my order arrives?

    The information below should help you but if you require further assistance, please contact our Customer Service Team at customerservices@prodirectsport.com

    For Customers within the UK:
    If you are out at the time of delivery the courier, either Royal Mail or DPD, should leave a card explaining where the parcel is being held and their contact details. With DPD you can also request delivery to a neighbour or a safe place in case you won't be in at the time of delivery. You can do this through the DPD app or their website. 

    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 its status.
    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.
    Deutsche Post Deliveries – if you are not at the delivery address at the time of delivery Deutsche Post or their partner postal services will normally either deliver your parcel to your local post office where it is then available for collection for a period of time before being returned to sender, or they will attempt redelivery on the next business day.
    DHL deliveries – If DHL are unable to deliver your parcel they will put the delivery on hold and contact us for further information, like an alternative contact number. We will then contact you via email and ask you for this information to arrange the redelivery of your parcel.

    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 its status.
    DPD Deliveries - DPD's 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 your account online.
    Deutsche Post Deliveries – if you are not at the delivery address at the time of delivery Deutsche Post or their partner postal services will normally either deliver your parcel to your local post office where it is then available for collection for a period of time before being returned to sender, or they will attempt redelivery on the next business day.
    DHL deliveries – If DHL are unable to deliver your parcel they will put the delivery on hold and contact us for further information, like an alternative contact number. We will then contact you via email and ask you for this information to arrange the redelivery of your parcel.

  • My order hasn't arrived - what do I do?

    We are sorry if your order is taking longer than expected to arrive.
    Your estimated delivery date will have been displayed during the checkout when you placed your order – please allow until this date for your order to arrive. All parcels sent with our couriers can be easily tracked on the courier's website. Your tracking link will be able to provide the latest updates on our order. You can access this link in 'My Orders' once you have signed in to your online account. If there has been a delay, there should be a clear indication where the parcel is and potentially the cause of the delay.
    If it is unclear what is causing the delay or if your parcel is showing as delivered by you have not received it then please contact our Customer Service team at customerservices@prodirectsport.com.

  • Can I refuse my order?

    If you refuse your delivery because something appears to be missing, there is something wrong with your order, or the parcel is already opened, then the courier will return the items to us so we can then process the return. Please be aware that refused parcels can often take a long time to reach us and this will potentially delay your refund..
    Please contact our Customer Service team at customerservices@prodirectsport.com for advice in this situation. 
    If you want to refuse, or have refused delivery then you may be liable for any costs we incur from our courier or that we may be charged by Customs to return the parcel to us. As such we recommend accepting the parcel and returning it to us on a tracked service. 

  • Why are you not able to send certain products to me?

    Please be aware that not all of our products can be shipped to all destinations. If you have ordered an item that we cannot deliver to you, you will see a message during checkout that the item will need to be removed from your basket or you will need to change the delivery destination.

    There are three main reasons for the delivery restriction:
    1 - Brand restrictions on where Pro:Direct is allowed to ship to, e.g.Nike, Jordans, Asics, Mizuno products and Wilson rackets.
    2 - Destination regulations based on materials used in the product, e.g. wood products, aerosol/inflated products, kangaroo leather.
    3 - Destination regulations on certain types of product, e.g. nutrition products.

    Please contact our Customer Service team at customerservices@prodirectsport.com if you do have any questions.

  • Why is my delivery charge higher than estimated? (EU Customer)

    The estimated delivery charges shown on the Delivery information page are based on your order being shipped from our EU warehouse. If your order is shipped from the UK, shipping charges are higher as shipping surcharges are being applied by a number of carriers.

  • Do you deliver to British Forces Post Office (BFPO)?

    Unfortunately we are not able to deliver to BFPO addresses.

CUSTOMER SERVICE

Answers to the most commonly asked questions can be found within our Help and FAQs section.

If you do still need to contact us then the best way to do this will be to email customerservices@prodirectsport.com.

Customer Service operate over 7 days

Pro Direct Live Chat available Monday - Friday

  

Christmas Notice 

Please note that we will be doing our best to respond to all enquiries over the festive period and aim to still respond within 24 hours.

We will be closed -Saturday 25th December 2021 and Sunday 26th December 2021

We have a Bank Holiday Monday 27th December 2021 & Tuesday 28th December 2021 where some carriers may not be working, so this may cause some delay to your order if placed after the 22nd December 2021. You will find our Christmas Posting dates online. Orders will resume back to normal as of Wednesday 29th December 2021

Thank you for your patience in advance