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Frequently Asked Questions

Frequently Asked Questions — Everything You Need to Know

We know that buying football gear online can raise questions — from sizing and shipping to payments and returns. That is why we have compiled this list of the most common questions our customers ask. If you cannot find the answer you are looking for, our support team is always just an email away at support@prodirectkickz.com.

1. What payment methods do you accept?
We accept Visa and MasterCard credit cards. We also offer Wise as an alternative payment method, which is faster and often cheaper for international orders. You can choose your preferred option at checkout.

2. Why was my credit card payment declined?
The most common reasons include:

  • Billing address mismatch: The address you entered does not match the one on your credit card statement. Please re-enter your exact billing address.
  • Typing errors: Double-check your card number, expiry date, and CVN code (the 3-digit security number on the back of your card).
  • Transaction limits: Your card may have a spending limit or insufficient funds. Contact your bank to confirm.
  • Bank restrictions: Your bank may block the transaction as a security measure. Simply call your bank and authorise the payment — it is usually resolved immediately.

If the issue persists, try a different card or wait 24 hours before trying again. You can also contact us for assistance.

3. Why was I charged more than the product price shown on the website?
We only charge the exact product price displayed on our site. The extra charge you see is likely an international monetary conversion fee of approximately 5%, applied by your credit card issuer. This fee is set by your bank, not by us. To avoid these fees, we recommend paying with Wise, which offers competitive exchange rates and lower transaction costs.

4. Do you offer free shipping?
Yes! We offer free worldwide shipping on every order, with no minimum purchase required. Whether you are ordering one pair or ten, shipping is always on us.

5. How long does delivery take?
Delivery times depend on your location:

  • Fast-Track Countries (USA, UK, Ireland, Italy, Spain, France, Poland, Belgium, Austria, Sweden, Australia): 7 to 12 business days
  • All Other Countries: 8 to 20 business days

Orders are processed within 48 hours of payment confirmation. You will receive a tracking number to monitor your package in real time.

6. Can I ship to a PO Box address?
No. Express carriers do not deliver to PO Box or private mailbox addresses. Please provide a full, accurate physical street address at checkout to ensure successful delivery.

7. What is your return policy?
You may return items within 7 days of receipt, provided they are unworn, brand new, and include all original packaging and labels. A 20% re-stocking/processing fee will be deducted from your refund, and return shipping is your responsibility. Refunds are credited to your original payment method and typically take 2 to 10 business days to reflect in your account.

8. Can I cancel my order?
Yes — but you must act fast. You can cancel your order by emailing us within 24 hours of placing it. A 15% cancellation fee will apply. If your order has already been dispatched, it cannot be canceled.

9. When can I NOT return or exchange an item?
We cannot accept returns or exchanges in the following cases:

  • If the product matches the description shown on our website.
  • If we sent the correct size you ordered.
  • If the product has been worn or used on the pitch.

Please double-check your preferences and size before confirming your order.

10. What is Drop-Shipping, and how can I use it?
Drop-shipping allows you to sell products through your own platform without holding inventory. When your buyer places an order, we ship it directly to them. To get started: collect orders and payment from your buyers, visit Prodirectkickz.com, register an account, place your order with your buyer's shipping address, and add a note in the comment section indicating it is a drop-ship order. We will ship directly to your buyer within 48 hours and provide tracking numbers for you to share with your customer.

11. What if my package is lost or delayed?
We take full responsibility for every shipment. If your package is delayed, lost, or detained, simply contact our Customer Service team and we will resend your order at no extra cost. Please note that you must notify us within 30 days of your order date if your package has not arrived or if tracking shows "Delivered" but you have not received it.

12. How do I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number. You can use this number to monitor your package's journey in real time through the carrier's website.

13. Is my personal information secure?
Absolutely. We use SSL encryption — the most advanced form available — to protect your personal and financial information. Your data is transmitted securely and stored in monitored, restricted-access servers. We never sell or share your information with third parties except as necessary to fulfil your order.

14. Are your products authentic?
Yes. Every product we sell is 100% authentic. We source directly from specialised manufacturing partners and apply strict quality control at every stage. We are an independent provider of football boots and gear, not affiliated with any official brand.

15. Do you offer wholesale or bulk orders?
Yes — we accept both retail and wholesale orders. Whether you are equipping a team or stocking a store, we offer competitive pricing on bulk purchases. Contact us at support@prodirectkickz.com for a custom quote.

16. How can I contact customer support?
You can reach us at support@prodirectkickz.com. Our team responds within 24 hours and is always ready to help with any questions, concerns, or issues you may have.

17. What is the advantage of paying with Wise?
Wise offers lower international transaction fees and competitive exchange rates compared to traditional credit cards. As a special bonus, customers who pay with Wise receive a free gift with their order. It is our way of saying thank you for choosing a smarter, more cost-effective payment method.

18. Can I change my shipping address after placing an order?
If you need to update your shipping address, please contact us immediately at support@prodirectkickz.com. We will do our best to make the change — but once your order has been dispatched, we cannot modify the delivery address.

19. Do you ship to my country?
We ship worldwide. If you can place an order on our website, we deliver to your country. For any specific shipping questions, feel free to contact us.

20. What should I do if I receive a defective or incorrect item?
We are truly sorry if this happens — we take quality seriously. Please email us at support@prodirectkickz.com with your order number, photos of the item, and a description of the issue. We will investigate and arrange a replacement or refund as quickly as possible.