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: For regular returns, the customer pays return shipping. If the item is damaged, wrong, or faulty, we cover the costs – please contact sales@prosports.si.
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 I received the wrong item?
A: Contact sales@prosports.si, include your order number and photos (item and packaging with visible EAN code). We will send you a return label or 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.