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.

    Please follow these steps below;
    1. Simply select the 'Return Items' button displayed against the order in your 'My Account'.
    2. Then 'Order History' selection to locate.
    3. Select the order and click on the 'Return Items' button (this will only be displayed for 28 days from the received date) and complete your request pages. 
    You can choose our carrier options USPS and follow the instructions within the portal to pay for this to receive a label.

    For some States, we are not able to offer a return service but you will still be able to print off a label for returning the item back to the correct 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 tracked delivery (using your national courier services is the most cost effective) as you are liable for them until it is received by us and signed for. 
    • Please ensure that the item(s) is adequately packaged, complete the returns form on the dispatch note and if required a brief note in the parcel to explain why the item is being returned.

    If you are sending Soccer 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.
    *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 team at us.customer.service@prodirectsport.com.

    Please check that your return is labelled with the following address:
    PRO:DIRECT SPORT INC C/O UNIPART RETURNS, 3515 Naturally Fresh Blvd, Suite 520,  Door 80, 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)

    Personalized items - we will only accept personalized items for return of the personalization is incorrect from the receipt of order or if the item is faulty. If an item is incorrectly personalized 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. 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 'as 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 FAQs above How Do I Return My Order.

  • How can I track my order?

    Once your order has been dispatched you will receive an e-mail to confirm the dispatch. This e-mail will include your tracking information, and a link to your tracking information.

    There will be no live tracking until the courier has collected the shipment from our premises. If you place an order after 2pm on a Friday there will be no tracking information until the following Monday evening, as we do not have courier collections over the weekend.

  • Are there any Delivery Restrictions?

    We offer delivery options to all Mainland States but we cannot ship to;
    • Alaska
    • Canada
    • Hawaii

    DHL Smartmail - can ship to PO Boxes, but not APO or FPO
    FedEx - Cannot deliver to PO Boxes

    Note - All Kangaroo Leather products are restricted to be shipped to California


  • 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 we are unable to make any changes once your order is placed. This includes:
    • Changing the product
    • Delivery Address
    • Payment details

    In the event that you no longer wish to receive the order, you have two options:

    1. Refuse the Delivery - You can request the courier to return the package to the sender. This way, the package will be sent back to Pro:Direct and upon receipt we will issue you a refund. (The refund will be processed back to the same payment method used for the original purchase)

    2. Arrange for the order to be Returned - If the delivery has already been accepted, you can arrange for the order to be returned back to our warehouse. Once we have received the returned item(s) and packaging is in a 'as new' condition, we will issue you a refund. (The refund will be processed back to the same payment method used for the original purchase)

    *Please note that personalized orders cannot be changed/boot ID removed. 

    While this may not be an ideal solution, it is the best option available when an order has already been submitted. If you have any further questions or concerns, please contact our customer service team on us.customer.service@prodirectsport.com

 

CUSTOMER SERVICE

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.