FAQ
🛒 Orders & Account
Q: Can I place an order as a guest?
A: Yes.
Q: Why do you recommend creating an account?
A: Registered users can track orders and payments, manage their password and personal details, and add shipping addresses.
Q: How can I track the status of my order online?
A: In the "My Account" tab (if logged in). Order updates are also sent to your email, whether you purchased as a guest or as a registered user.
Q: Can I order online items that are in different stores?
A: Yes. Stock availability is shown under each product (“Stock by Store”). Items are transferred to our central warehouse and shipped together in one package, which may extend delivery time slightly.
Q: Can I order online and pick up items in-store?
A: Yes. When your order is ready, you’ll be notified by email. If the item isn’t available in the selected store, we will deliver it there (usually within one week).
Q: Can I change the delivery address after placing an order?
A: Yes. Contact us at sales@prosports.si. If the order hasn’t been shipped yet, we can update the address.
Q: Can I cancel an order if it hasn’t been shipped yet?
A: Yes. Contact sales@prosports.si. If the order hasn’t been shipped, we’ll cancel it and refund you in full.
Q: Can I order as a company and receive an invoice?
A: Yes. During checkout you can select "Business Purchase" and enter your company details and VAT number.
Q: What if I forgot my password?
A: Use the “Forgot Password” option. You’ll receive a reset link via email. You can also contact us at sales@prosports.si.
💳 Payments & Discounts
Q: How can I pay for my order?
A: Credit card, PayPal, bank transfer, or cash on delivery (in-store pickup: cash/card; GLS delivery – SI & HR; availability depends on courier).
Q: After payment I received an error, but I also got an order confirmation. What now?
A: This can happen due to insufficient funds or connection errors. Please contact sales@prosports.si to check the payment status. If necessary, we’ll send you a new payment link. If logged in, you can retry payment under “My Account”.
Q: Do you issue electronic invoices?
A: Yes. Invoices are sent by email once the order has been shipped.
Q: Do you offer installment payments?
A: No.
Q: How do I get a discount code and where can I use it?
A: Discount codes are occasionally published on our website and social media channels.
Q: Do you offer free shipping above a certain order value?
A: Yes. Shipping within the EU is free for orders over €150.
📦 Shipping & Delivery
Q: Which countries do you ship to?
A: All EU countries. Selected non-EU countries – see list: LINK.
Q: My country is not on your list. What can I do?
A: Contact sales@prosports.si with your item list, quantities, and address. We’ll prepare a shipping offer for you.
Q: How long does it take to ship my order?
A: Usually within 24 hours (except weekends/holidays or when consolidating stock from multiple stores). If it takes longer than 72 hours, we’ll notify you.
Q: What is the delivery time?
A: EU: 3–5 business days. Non-EU: up to 10 business days. Delays may occur during holidays or exceptional events.
Q: Which couriers do you use?
A: GLS, DHL, UPS, Post.
Q: Will I receive a tracking number?
A: Yes. It is sent by email after your order has been shipped.
Q: Can I choose the exact delivery date?
A: No. Delivery date depends on the courier, but most couriers allow rescheduling once you receive their notification.
Q: What if I am not at home during delivery?
A: Couriers usually try 2–3 times. Track your shipment with the tracking number and contact the courier if needed.
Q: Can you deliver to parcel lockers or pickup points?
A: Normally not. However, once you receive the courier’s notification, you can update your delivery details in their system.
🔄 Returns & Complaints
Q: I want to return my order (partially or fully). What is the procedure?
A: You may withdraw from the contract within 14 days of receiving the goods. Please inform us at sales@prosports.si. Returns should be sent to:
Fortrade d.o.o.
Pod Hruševco 50
1360 Vrhnika
You can also return or exchange items in our stores.
Q: What are the return conditions?
A: Detailed conditions can be found here: LINK.
Q: Who covers the return costs?
A: If you withdraw from the contract and return the goods for your own reasons or personal preference, you are responsible for the return shipping costs. We will cover the return shipping costs if you received a damaged item or if the item received does not match the order or its description.
Q: Can I return only one item if I ordered several?
A: Yes.
Q: How long does it take to process my return and refund?
A: Usually within 48 hours after receiving the returned package. During peak season, it may take up to one week. For questions, contact sales@prosports.si.
Q: What should I do if the item received does not match the order?
A: Please contact us at sales@prosports.si, include your order number and photos (item and packaging with visible EAN code). We will send you a return label or a link to generate one with the courier.
ℹ️ Additional Information
Q: How can I contact you if I have questions?
A: Mon–Fri, 8:00–16:00, tel. +386 (0)51 383 431 or sales@prosports.si.
Q: Can I also buy your products in physical stores?
A: Yes. Stock availability by store is visible under product images (“Stock by Store”). Visit us in Jesenice, Kranj, or Ljubljana. Store locations and opening hours: LINK.
Q: Are the products authentic?
A: Yes. We are an official distributor of many well-known sports brands. See the list here: LINK.
Q: Which size should I choose?
A: Sizes vary between manufacturers. Please follow the manufacturer’s size charts: LINK.
Q: Do you offer gift cards?
A: Yes. Gift cards can be ordered here: LINK.
Q: How can I check if an item is in stock?
A: Stock is shown under each product in the “Stock by Store” tab.