Popular Questions

  • How do I return an item?

    All goods supplied by Pro:Direct are from official sources and are covered by the normal Retailers warranty. You can return any item within 28 days of receipt for a refund. We cannot accept personalized items back unless they are faulty. 

    If you are returning your item back to us within 28 days (non-faulty) of the purchase date where you no longer require this item, you can use our returns portal if you wish to generate your label. A couple of options will display in the portal. You can choose your own carrier or you can pay to create a label and return back via USPS.


    We cannot accept COD’s or packages marked "Bill Recipient". Please keep the receipt or tracking number of your returned package in the event it is delayed or lost in transit. We strongly suggest you use a recorded method of carriage to return the goods to us (check which is appropriate with the carrier). We cannot be held responsible for items lost or delayed in transit on the way back to us.  If you are sending the cleats back please make sure that the box is well secured (with no stickers, tape or writing) Please use an external postal bag, or a bigger outer packaging as we will not be accepting the return if the box is damaged. 

    If you have a fault with your order- please send us some pictures to us.customer.service@prodirectsport.com 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.

    *Please note if your parcel has been personalized or worn outside we are unable to offer a refund however if you require further assistance please contact our team at us.customer.service@prodirectsport.com.


    3515 Naturally Fresh Blvd, Suite 520, College Park, Atlanta, GA, 30349, United States

    We endeavour to deal with returns within 7-10 working days of receiving your parcel, however it may take longer during busy periods (September, December and January).
    We strongly suggest that you use a tracked delivery service to return the goods to us (check which is appropriate with the carrier). We cannot be held responsible for items lost or delayed in transit on the way back to us

    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. If an order has been personalised with Hero ID, we may be able to make an exception, please contact us.customer.service@prodirectsport.com for further assistance.


  • Can I exchange my item for something else?

    We are not currently able to offer exchanges; however you can place a new order if you require this and mark your original order as no longer required. Please return in new’ condition, which includes showing no sign of wear on the item itself plus the labels, tags and all packaging you can do so by sending it back to our Returns Department,you will find our returns details in the FAQ above How Do I return My Order.

  • 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. Your tracking number can be entered on the FedEx website to check the delivery status.
    Please allow up until the following day after dispatch for the tracking information to display on the FedEx website. Please note FedEx only collect from our warehouse Monday through Friday, deliveries are also only made Monday through Friday.
    If your parcel has not arrived within the estimated delivery time then please contact our Customer Service team at us.customer.service@prodirectsport.com.

  • Are there any Delivery Restrictions?

    We offer delivery to all US Mainland States at the moment, but we do not offer delivery to Hawaii, Alaska, Canada or Colorado. 

  • 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 fulfilment 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 but this is the best that we can do when an order has already been submitted. 



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

Customer Service team are operating 5 days a week (excluding UK Public Holidays).

Answers to the most commonly asked questions can be found within our Help & FAQ's section.