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 email@example.com.
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.
Why are delivery options to the EU limited?Pro-Direct ships from warehouses in both the UK and EU. Since the UK left the EU on 1st January 2020, carriers have limited some shipping services between the UK and EU. We are currently only able to offer standard delivery on orders up to £135/€150 from our UK warehouse to any EU country.
We are working to re-enable premium delivery options as soon as possible.
Orders placed on our EU sites and shipped from our EU warehouse are not affected.
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 firstname.lastname@example.org.
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 email@example.com if you do have any questions.
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 firstname.lastname@example.org.
Customer Service operate over 7 days
Pro Direct Live Chat available Monday - Friday