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 firstname.lastname@example.org.
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.
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, by using the “Returns” option within the order history in My Account. In most cases you will be able to arrange a return via an approved carrier.
What is your Returns Policy?
All goods supplied by Pro:Direct are from official sources and are covered by the normal manufacturer’s warranty. You can return any item within 28 days of receipt for a refund or exchange. We cannot accept personalized items back unless they are faulty.
All items returned must be in their original condition including any packaging. For example, shoes must be returned in the original shoe box. All goods will be inspected on return. (ITEMS IN AN UNSALEABLE CONDITION e.g. WORN, WASHED, DAMAGED WILL NOT BE ACCEPTED FOR RETURN) The goods are your responsibility until they reach our warehouse. Please ensure you package your return well to prevent any damage to the items.
You will generally need to pay for return, however if you are returning items for replacement we will dispatch the replacement goods to you free of charge.
If you require a refund, we will refund the monetary value of the goods returned to us at the price you purchased them.
If you wish to return goods for an exchange or refund please send the goods back in their original packaging with a courier of your choice. 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.
All soccer gear is expected to experience some wear and tear, particularly footwear and goalkeeper gloves. If you encounter a fault with your item, this would usually become apparent within the first 2 months of purchase. Color loss, loose threads and minor abrasions are not considered a fault of manufacture.
CLAIMS FOR NON ARRIVAL OF ORDER/RETURN
If your return is showing as scanned delivered to us but we have not yet processed it, please contact our customer service team. You will be required to allow us 10 business days from our acknowledgement of your claim to investigate all such claims. You will also need to fully co-operate in the investigation and provide us with all documentation that we request during the process. Failure to do so will result in a failed claim.
Regrettably online retailers are often targeted by criminals engaging in fraudulent activities which focus on claims of non-receipt of delivery or return (e.g., SE, DNA/LIT/MI scams, fraudulent EB/PEB claims, FTID returns, digitally altered POPs).
Crimes of this nature are very damaging to retailers and genuine consumers alike.
Pro:Direct is acutely aware of the techniques employed by these criminals and as a result our investigation process is very thorough. As part of the process you may be required to provide some or all of the following:
• Proof of postage that will be passed to the carrier for verification that it has not been altered
• A signed and witnessed declaration indicating that the items being claimed as returned were legitimately returned by you and that the evidence supplied by you is true and not digitally altered
No return claims will be exempt from investigation. Investigations will be executed as swiftly as possible; however, 10 working days is required to allow the retrieval and review of CCTV footage (from our own warehouse, local Post Offices and delivery driver dash cams/PDAs etc) and the completion/review of all relevant documentation.
Where the investigation concludes that an attempt to defraud the company has taken place, it is Pro:Direct’s policy to refer such cases for prosecution and all evidence collected will passed to the relevant authorities. We operate a zero tolerance to such criminal activity and are committed to protecting ourselves, our fellow online retailers and our customers from the increased costs that are associated with becoming a victim of these crimes.
The best way to contact our Customer Service Team is via our direct email address - email@example.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.