Pro:Direct Cricket

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Help & FAQs

Products and Stock

  • How reliable is product availability?

    Product availability is updated daily. When you select your required size the availability will appear below, either:

    - Available for Immediate Dispatch

    - Order Now for Dispatch in ... days

    - Pre-Order Now for Dispatch on...

    If there is an availability problem with an item displayed as 'Available for Immediate Dispatch,' usually where the number of orders exceeds the current stock level, your confirmation email will advise 'Item currently out of stock' in the item status. We will then contact you to advise on further availability and confirm how you wish to proceed.

  • If I Pre-Order an item will I receive the item on the release date?

    When you Pre-Order an item a "Pre-Order Now for Dispatch on ..." message will be displayed. This is the anticipated dispatch date from our warehouse based on the delivery schedule advised by the manufacturer. If you have chosen to personalise your Pre-Order item please allow an additional 2 - 3 days for dispatch. We will inform you of any manufacturer delivery delay to Pro-Direct as soon as possible by email and advise the new expected dispatch date.

  • Will Pro-Direct Cricket re-stock sale items?

    Often items will be reduced in price once that line/colour way has been discontinued by the manufacturer. If more stock is due you will be able to select the size and once selected it should show on the screen the due date. If your size is unavailable you may wish to contact our sales team who can scan our stock database for another bargain.

  • How long will items be on sale for?

    Generally once an item has been reduced it will remain at the lower price until all the stock is sold, the price may even drop further. Some offers Multibuys/Reductions may be for a limited time, but if the order is placed at this price it will be honoured providing stock is available!

  • Do Pro-Direct Cricket price match?

    Although we don't price match we do have regular promotions throughout the season including Multi-buy offers and regular reductions on different items every month. Please check the website regularly or call our sales team, stocks will be limited!

  • Can I order by email or fax?

    We do not except orders by fax/email, due to the obvious security issues with supplying personal details in this manner. We will certainly accept initial enquiries this way, but the final ordering must be processed on our secure website or by telephoning our sales team on +44 (0) 371 423 2020

  • What sizing formats do PDS use?

    We will use UK sizes as our predominate format, when ordering footwear you will have the option of selecting between UK/EU or US sizes, when you receive your confirmation of order the comparative UK size will be shown. There are size comparison charts available on the website for most products but if you require assistance please contact a member of our sales team by phone or email.

  • Can personalised items be exchanged?

    All personalised product cannot be exchanged so please ensure to order the correct size when purchasing. If you wish to cancel an order for a personalised product please check your order' current status by logging into your account online, if your order is in status 'Personalisation' we cannot guarantee that it can be cancelled or changed, please contact our customer service team quickly and we an check if this is possible.
    If however, the product is later deemed to have a fault of manufacture your statutory rights remain unaffected, and we will be pleased to offer a refund or exchange according to your wishes, as is normal procedure.

  • The product I received looks different to the image on the website/catalogue

    While every effort is made to ensure that products, prices, colours are correct at the time of printing the Catalogues and Pre-Selling on our website, we cannot be held responsible for any errors or product changes. Please contact our customer service team if you are unhappy with what you have received and we'll do our best to rectify the problem quickly and fairly.

Delivery

  • What delivery options are available?

    Delivery options include either:

    Standard / Next Day / Express

    Not all options will be able to you. Which options are available, depend on where you are in the world, where you are having your order delivered to and the total weight of the order.

  • If I am ordering from Non EU contries, am I liable for import taxes?

    For Customers in Non EU countries: If goods are being sent outside of the EU we will remove any VAT (Value Added Tax) applied at the prevailing rate by the UK government to goods purchased. Customs or import duties are then applied once the package reaches its destination country.

    Any additional charges for customs clearance must be paid by the recipient (including, but not limited to, taxes, duties, holding fees). We have no control over these charges and can not predict what they may be.

    Customs policies vary widely from country to country and are subject to change so we would advise you to contact your local customs office for current, up to date information prior to placing your order.

    We will also not be liable for any further costs incurred as a result of a recipient's refusal to pay customs charges and will charge accordingly for any charges incurred by Pro-Direct Sport as a result of the recipient's refusal to pay the applicable charge levied by Customs.

  • Why is CPF number is required for Brazilian Customers?

    The CPF number (Cadastro de Pessoas Físicas - Natural Persons Register) is a number attributed by the Brazilian revenue agency. The CPF is required, because Brazil customs strictly check each importing goods.

  • Why is PID reference required for delivery in Norway?

    For Norweigen customers your PID number is required for any shipments going through customs, this will likely be the case for any orders over the weight of 2KG.

  • Has my order been dispatched yet?

    As soon as your order is dispatched from our Warehouse, you will be sent an automatic email to confirm that it's on its way, the approximate time frame of delivery should also be confirmed. If your order has been sent on a tracked service you will have the reference details and a link the courier website where process can be tracked, you may not get any tracking information on the courier' website until the following working day after dispatch.

    Please note: Collections from the PDS warehouses are Mon - Fri, if you parcel is marked as dispatched after 6pm or on Saturday or Sunday it will be collected on the next working day. From the next working day after that you will be able to track it on the courier' website.

  • After dispatch how can I track my delivery?

    When your order is dispatched you are sent an email to confirm that it's on its way to you, included in this email is your tracking number and details of how to track your order depending on which courier has been used.

    If your delivery has been sent via Royal Mail:
    Please enter your 13 Digit reference number in the 'Track and Trace' box ( when on the Royal Mail website. ) The status of your order will then be shown. If you miss the delivery, please take your missed delivery notification card, along with a form of identity, to collect your parcel. ROYAL MAIL will hold your order for up to four days before returning it to us. If you did not receive a card you will need to contact your local royal mail collection office. If you feel you need to contact Royal Mail concerning the whereabouts of your parcel please call Royal Mail customer service on 08457 740 740.

    If your delivery has been sent via DPD Courier:
    Please enter your 10 Digit reference number in the 'Quick track' box (when on the DPD website. ) The full delivery status of your order will then be shown. All deliveries will need to be signed for between 9.00 am and 6.00 p.m. Deliveries within the UK are sent on a next working day service and to the Republic of Ireland two working days. If you miss the delivery a card will be left and they will attempt to deliver the next working day. If you feel you need to contact DPD concerning the whereabouts of your parcel please call DPD customer service on 08445 560 560 (International team 08459 300 350.

    If your delivery has been sent via Citylink Courier:

    Please enter your 8 Digit reference number in the 'City Link Job No' Box (when on the City Link Website. ) The full delivery status of your order will then be shown. All deliveries will need to be signed for between 9.00 am and 6.00 p.m. Deliveries are sent on a next working day service. If you miss the delivery a card will be left and they will attempt to deliver the next working day. If you feel you need to contact Citylink concerning the whereabouts of your parcel please call City Link customer service on 08444 930 932.

    All of these websites can be found when typed into your search engine.

  • What happens if I'm not at my delivery address at the time of delivery?

    For Customer within the UK:

    If you are out at the time of delivery the courier either Royal mail, DPD or Citylink should leave a card explaining where the parcel is being held and their contact details. If someone else is at the address they may sign for the parcel, as the courier is contracted to deliver the parcel to the address stated not the person. In the event that you haven't received your parcel or a card within the expected delivery time first track your parcel using information provided in your dispatch email, if you don't get a clear answer please contact a member of our customer service team who will gladly assist you.

    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 post 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 e have sent your parcel recorded then use the tracking number on your national post service' website, this may give clear indication of it's status. Failing this please contact us and we will investigate.

    DPD deliveries - DPD' network covers most countries within the EU so it will be a DPD van delivering the parcel, again they should leave a card highlighting where the parcel is being held. You can easily track your parcel's status by visiting DPD' website ( check your dispatch email for details )

    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, this is generally your national post 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 e have sent your parcel recorded then use the tracking number on your national post service' website, this may give clear indication of it's status. Failing this please contact us and we will investigate.

    DPD deliveries - DPD will hand your parcel to a trusted partner company in your country for delivery, the parcel will likely 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 the confirmation of dispatch we emailed to you. If you have any difficulties locating the parcel please contact our customer service team.

  • Do you deliver to an alternate/work address?

    We ask that you provide the correct billing address details when submitting your order but you may change the delivery address to an alternative residential or business address. If you are requesting delivery in a different country to the billing address this will automatically go through a security check and we may be in touch to confirm your details.
    If you request a business address for delivery please make sure you enter the address a completely as possible including if necessary, Business name, building name,floor,department etc.

  • What should I do if I don't receive the parcel within expected delivery time?

    DPD and City Link:

    All parcels sent with these couriers should be easily tracked by using the reference number provided in your dispatch email on the couriers website. Even if there has been a delay there should be a clear indication where the parcel is and potentially the cause of the delay.

    UK Customer, we would ask that you contact the courier who should be able to provide more detail as to any problem, they may request further information to locate your address. If you don't get an adequate response please contact us and we will investigate.

    European Customers, DPD' network covers most of Europe so you may be aware of your local DPD delivery depot, if after tracking your parcel it's clear it's made it to your country we would advise contacting your local depot, again if you don't get an adequate response please contact us and we will investigate.

    Rest of the World Customers, please contact us directly we will get in touch with DPD and get a quick resolve, usually the couriers requires that you reconfirm your contact telephone number or full delivery address so providing again when you first raise the query would be helpful.


    Royal Mail:

    due to the nature of the services we use there is limited tracking on both UK and INT parcels.

    For UK Customers: If you have not received your parcel within 3 working days and card has been left detailing an attempted delivery please contact our customer service team to log the query,often if there has been a delay in transit parcels may arrive a few days late, we will though have to give 15 working days until we can class the parcel as lost if there is no clear tracking information. We will monitor this and keep you updated.

    For all Customers outside of the UK: Please give up to 10 working days for delivery ( 14 days outside of Europe ) Royal Mail will hand the parcel over to your national post service for delivery, if you know where you local delivery depot is we advise you contact them with your tracking number as the parcel may be being held for you. If this doesn't resolve the matter please contact us an we will investigate, we will have to give between 20 and 25 working days from the dispatch date until we can class the parcel as lost.

    We thank you for your patience if you do experience any delays.

  • Can I refuse my parcel?

    If you want to refuse, or have refused delivery for any on the below reasons:

    - you did not want to pay import taxes
    - you do not want the parcel

    You will be liable for any costs we incur from our courier for return delivery.

    If however, you refuse because there is something wrong with your order or something is missing/package is open, then the above statment is not applicable to you.

  • What happens if the courier misplaces my parcel?

    In the unlikely event of your parcel being lost by the courier, as the sender we will be responsible for making the enquires and eventual claim for the lost items. This means that once the courier classes a parcel as lost we can process a replacement or refund immediately.

    If a parcel is sent on a Next Day Delivery service we should get a much quicker and detailed response from the courier.

    Please see the above Q and A on the procedure to follow if you have not received your parcel within the estimated time frame.

  • What happens if my parcel is damaged upon receipt?

    If the outer packaging of your parcel is open or damaged we suggest you check all items are present and correct before signing for the parcel. If there are any problems with items missing or damaged REFUSE DELIVERY, contact us immediately and we will make all the arrangements for a replacement.

  • What should I do if I receive the wrong item?

    In the unlikely event we send you the wrong product, we will refund the cost of return postage back to the card which was used to purchase the item(s). Please send the product back to us by recorded delivery and covering letter detailing what happened. As soon as we receive the returned item(s) we will despatch the correct product and issue you with the postage refund (please include the receipt for postage in the parcel).

  • I have received a faulty item, how do I resolve this?

    In the unlikely event that goods are faulty upon receipt, please contact our customer service as soon as possible so we can resolve the matter. We will endeavour to make the process of replacement as convenient as possible.

  • An item is missing from my order, how do I resolve this?

    Sometimes we don't send everything you've ordered at the same time, so first of all, check your dispatch notification email to see if any of your items are 'to follow'.
    If the dispatch note says an item should be in your parcel but it isn't, please get in touch with our customer service team. Providing all relevant details of including your order number, product code and description of item/s will greatly speed up the process time.

  • Delivery to Russia?

    Our couriers have informed us of the following important information regarding import of goods into Russia: in order to clear your parcel through customs you will likely be contacted by phone to be asked to confirm your FULL NAME and PASSPORT NUMBER. Please therefore ensure that you provide us with a daytime telephone number so you can easily be contacted, this will ensure swift delivery of your parcel.

    Our courier has informed us that the following charges will apply:

    1. Free admission and no duty or tax below €200 Euros.

    2. Parcels over €200 EUROS but less than €1000 Euros. Consignee must provide a power of attorney. No Duties and taxes, however brokerage fees will apply as follow:
    A Fix cost of 75 Euros/shipment and an additional cost of 0.4 euro per Kg for handling

    3. Parcels over €1000 Euros. Duties and taxes may apply depending on the goods description (leather, silk…). A fix cost of 75 Euros + 0.4 Euros/kg will be added. Process of delivery / recovery of the payment remain the same.

Returns

  • Our Returns Policy

    All goods supplied by Pro-Direct Cricket UK are from official sources and are covered by the normal manufacturers warranty. You can return any item within 28 days of receipt for a refund of that item or to exchange it for a different size/colour/item.

    In all cases, the items returned must be in their original condition, which includes any packaging. For example, shoes are to be returned along with the original shoe box. All goods will be inspected on return. The goods are your responsibility until they reach our Warehouse. Please ensure you package your return to prevent any damage to the items or boxes.

    We do not offer a free returns service, however if you return items for replacement, we despatch the replacement goods to you free of charge. We will refund the monetary value of the goods returned to us, at the price you purchased them. All refunds will be for merchandise only, we cannot refund shipping costs unless the item was sent in error.

    If you wish to return goods for exchange or refunds, you can either send the goods back using their original packaging with a courier of your choice. Please understand that we cannot accept COD's or packages marked "Bill Recipient" and please keep the receipt or tracking number of your returned package in the event it is delayed or lost in transit.

    Most importantly we suggest you use a recorded method of carriage to return the goods to us ( check which is appropriate with carrier ). We cannot be held responsible for items lost or delayed in transit on the way back to us.

  • Can personalised items be exchanged?

    All personalised product cannot be exchanged so please ensure to order the correct size when purchasing.

    If however, the product is later deemed to have a fault of manufacture your statutory rights remain unaffected, and we will be pleased to offer a refund or exchange according to your wishes, as is normal procedure.

  • How do I return a product if I'm not happy with it?

    If you find that the product is unsuitable please return it in it's original condition unused with all packaging and tags intact within 28 days of receipt for either refund or exchange. On the dispatch note is a returns form and label which both explains the returns process and requires you to complete the appropriate section so we know what action to take. Please add a covering letter if you feel the need to add more information or it simply will not fit on the returns part of the dispatch note. We do not offer a free returns service. However, if you return items for replacement, we despatch the replacement goods to you free of charge.

    Please return the order to:
    PRO DIRECT CRICKET RETURNS DEPT
    SHALDON ROAD,
    NEWTON ABBOT,
    DEVON,
    TQ12 4TZ

    Most importantly we suggest you use a recorded method of carriage to return the goods to us ( check which is appropriate with carrier ). We cannot be held responsible for items lost or delayed in transit on the way back to us.

  • What happens if there is a fault with a product?

    As an online business, we aim to provide a Returns service that is totally hassle-free for you.

    If you find a fault has occurred with a product please return the item in a clean and dry condition to:

    PRO DIRECT CRICKET RETURNS DEPT
    SHALDON ROAD,
    NEWTON ABBOT,
    DEVON,
    TQ12 4TZ

    Make sure you include a covering note with your name/address/contact telephone no. or email address, clearly explain the reason for return along with the outcome you would like ( Replacement,Exchange or Refund ). We endeavour to deal with returns within 3 - 5 working days, however this may extend at busy times of the year. Most importantly we suggest you use a recorded method of carriage to return the goods to us ( check which is appropriate with carrier ). We cannot be held responsible for items lost or delayed in transit on the way back to us.

  • Have you received my returned goods?

    As soon as your return has been processed by our warehouse, we'll email you to let you know, if you have requested a refund then this will have been processed at this point. If a replacement or exchange is being processed the goods will be dispatched soon after ( if personalisation is required this will take 3 - 5 days ).
    If you have not received notification that we are processing the return firstly track the parcel with the courier you sent it with to confirm it's reached us, if it hasn't they will investigate for you. If it is confirmed at PDS please contact our Customer Service team straight away and we'll resolve the matter quickly.

  • My return was processed but i wasn’t refunded my delivery charge?

    If goods are returned as unsuitable or for exchange of size we will not refund either your returns cost or the original postage charge. If an item is faulty or we sent the wrong item to you then we will cover cost of return. For more information, please see our Returns Policy.

  • I have been refunded the incorrect amount?

    We are very sorry if we have made a mistake on your refund. Please get in touch with us and we will try and sort it out for you as soon as possible. The following may affect the amount you have been refunded:

    - The delivery charge, which would only be refunded if the goods are faulty.
    - Any discounts that were applied at the time of sale, which may not now be applicable.

    We may have refunded you less returns costs. If you have refused the delivery of your parcel, or not contacted the courier/mail service after they have attempted to deliver to you, you are then liable for the return charges made by the courier to have it returned back to us. This amount varies depending on where the parcel is returned from and it's size.

  • I returned an item and it was incorrectly refunded or replaced.

    We are really sorry if we made a mistake when processing your request.

    If you were expecting a replacement and got a refund instead, this maybe because we were unable to exchange the item for what you wanted due to stock availability and could not reach you for an alternative decision on what you would prefer. In this instance we would automatically issue you with a refund so you have the choice to purchase whatever goods you want instead. If you contact our sales team to reorder we will offer free delivery on the replacement item/s.

    If you were expecting a refund and we sent you replacement goods, Please get in touch with our customer service team and we will resolve the problem as conveniently as possible for you.

Payment

  • What payment methods are accepted?

    Payment methods available through the website are:
    - Visa Debit/ Credit/ Electron
    - Mastercard
    - American Express
    - Maestro (only UK issued)
    - Solo(only UK issued)

  • What is the security check?

    For your security, every single order goes through a security check. The security check has been put in place due to increased anti credit card fraud procedures. If you had placed a recent order our system will notice this and flag up the new order to be checked to ensure it is not fraudulent or a duplicate. In the case of your details failing this check you will be contacted by email/phone and asked for some alternate or additional information so that we can validate your order. Please make sure you are supplying the correct billing name/address information so your order is dealt with quickly.

  • How long it will take for order to be put through security check?

    Normal process times will be within 24hrs, if you have chosen Priority Delivery this will be actioned in time for the order to be processed as requested.
    When your order has been processed you will receive either an order confirmation email which confirms authorisation was successful, or an email detailing any payment problem including what to do next.

  • I received an email saying the name and address details I entered do not match that held by the card issuer, but they are correct?

    When we request Pre-Authorisation on your card our bank will check with your card issuer that both the full order value is available an that the name/address details entered match that which they have on file. This can sometimes be a fickle system so if there is any discrepancy it will be flagged and we will need you to contact us with confirmation of your billing address.

  • How can I cancel an order?

    Once you have completed your order you can check the status of the item/s by logging into your account on our website, the status should either be:

    - Allocated ( In stock and available for immediate dispatch )

    or

    - Backorder either a Pre-Order item ( when you selected the size there was a message stating the due date underneath ), or Special Order ( when you selected the size there was a message saying available in either 7 or 14 days ), or your order has exceeded the stock level available and the item is sold out ( you will be contacted soon after for confirmation of the next due date for stock )

    If the status of your item/s is one of the above you have the option to cancel one or all of the items within your account online.

    If the items are in any other status then it's likely we have validated payment and cannot guarantee the order can be cancelled ( please note if you have ordered personalised products it is very unlikely we can cancel once payment has been validated and goods sent for processing ) we ask that you contact us as soon as possible preferably by phone and we can check if this is possible.
    If goods have been dispatched you may return them but please check our returns policy and Terms and Conditions as some items/services may be excluded.

  • What does status 'Picked' mean?

    When you log into your account to check the progress of your order check the individual item/s status, 'Picked' will mean we have validated payment and the item/s are awaiting packing in our dispatch dept, once dispatched you will receive an email of confirmation.

  • What does status 'Personalisation' mean?

    When you log into your account to check the progress of your order check the individual item/s status, 'Personalisation' will mean we have validated payment and the item/s are awaiting printing or embroidery, this takes approximately 5 - 7 days then you order will be packed for dispatch, once dispatched you will receive an email of confirmation.

  • Why has full payment been taken straight away?

    Once your payment details have been entered, your bank will place an authorisation against the full order amount. This will show as a pending transaction on your account ( unavailable funds ), we will then either take all or part of this pending amount depending on whether we are processing all or part of the order straight away. If your order is a Pre-Order for more than 5 days in advance of the order date the pending transaction will automaticaly void after 5 days and be released back into your available balance.
    If you cancel your order before we have completed the trasaction the pending trasaction can be voided, please allow 3-5 working days for any amount pre-authorised by your bank to be cleared into your available funds. For orders placed from overseas this may take longer.

  • When will I be charged?

    Following on from the question above, we will capture funds just before stock is ready to be personalised or shipped.

  • Why is the total price still including VAT when my order is being shippend to the Channel Islands?

    In order for our system to determine that you are VAT exempt you must select Channel Islands rather than United Kingdom from the drop down list of countries. In the unlikely event you have been charged VAT when you are exempt please contact a member of our customer service team.

  • Are my details retained for furture orders?

    We do keep records of your NAME /ADDRESS and records of previous orders. If you have ordered previously via the website you should have a login with which you can place an order more quickly.

  • What happens if a price of an item has changed, after it is ordered but before its shipped to me?

    Price reduction decisions are not always made in advance so if you notice a price has been reduced after you order has been confirmed but before you have received it please contact us by phone or email and we'll credit the difference. If a price is reduced after receipt of the order we cannot honor the difference.

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