Customer service

You can register a return shipment within 14 days after receiving your order via our returns portal.

You will have 2 options:

1. You can exchange your product(s) for a different product or a different size.
2. You can return your product(s) and request a refund.

You will need your order number and the postcode used when placing the order.

Always keep our return conditions in mind when returning your product(s).

You can find the return conditions on this page.

Use sturdy packaging, preferably the original shipping box in which you received your order. This minimizes the risk of damage and allows us to make someone else happy with the product. After it has been returned, the product must still be suitable to be offered as new.

Never use the product packaging as the shipping packaging! If the product packaging becomes damaged, replacement costs may be charged.

Would you like to exchange the product for another size or a different product?
You can easily use our exchange service. Please follow the steps below:

1. Go to our returns portal and indicate which product you would like to exchange.
2. Next, select the size or the alternative product you would like to receive in exchange for your current product. For this step you will need your order number (including the letters ORD..) and your postal code. You can find these details on the packing slip.
3. After you have indicated which product you would like to exchange and what you would like to receive in return, you can choose a return label from a carrier at a reduced rate.

Once you have purchased the return label, you will receive it by e-mail.

• If you selected a printable return label, please print the label and attach it to the outside of the shipping box.
• If you selected a non-printable return label, you do not need to print anything. Simply take your parcel to a parcel shop and have the QR code or barcode from the document in the e-mail scanned. The employee at the parcel shop will print the label for you and attach it to the box.

Important: always keep the drop-off receipt until your return has been fully processed. This serves as proof that you handed over the parcel.

Once we have received your return, we will process it as soon as possible (within a maximum of 5 working days). After processing your return, you will receive a new order confirmation containing the product you exchanged your original item for.

For the first exchange, no additional shipping costs will be charged. This order confirmation also confirms that your return has been successfully processed.

As soon as you receive this confirmation and the product is in stock (if a product is not in stock, it will be indicated with the word “backorder” on the product page), your order will be collected by the carrier the same day at 17:00 (5 PM).

Price difference when exchanging

If you exchange your product for a more expensive item, you will receive a separate e-mail containing a payment link for the price difference.

If the product you exchange for is cheaper, you will receive a separate e-mail confirming that the price difference will be refunded to you.

Yes, there are costs associated with returning your shipment. These costs vary per country, per shipping method, and per carrier.

In our return portal, you can make use of the shipping contracts we have with various carriers both domestically and internationally. When you return your shipment through our return portal, you pay a reduced rate compared to returning the shipment on your own.

All returns are opened, inspected and assessed. If your return has not been sent back to us in accordance with our return conditions, it may, in exceptional cases, be (partially) rejected.

If this happens, we will always contact you by email with an explanation and photos, so that we can work together to reach a compromise.

We’re sorry to hear that you did not receive the correct product. We would be happy to resolve this for you!

Please send us an email at info@probrace.nl, including your order number and a photo of the product you received. This will allow us to quickly determine what went wrong and ensure that the correct product is sent to you.

All returns will be opened, inspected and checked within 14 working days. Once your return has been processed, you will receive a notification by email.

We ship to various countries within Europe and to several countries outside of Europe. For a complete overview of the countries we ship to, please refer to our shipping information on the website.

If you placed an order for our products via BOL, you can register the return through your own BOL account. The product will then be sent back to our company, not to BOL. Through BOL, you will receive a return label to ship the package.

Unfortunately, it is not possible to exchange an order you placed via BOL by contacting us directly, exchanging products must be done on the platform of BOL.

Our size charts are always intended as a guideline. Even if you measure carefully, the fit can vary from person to person due to factors such as body shape, joint structure, or how a product fits. As a result, a brace, support, or insole may feel too tight, too loose, or less comfortable than expected despite choosing the correct size.

For online purchases (distance selling), we therefore cannot guarantee the fit. For this reason, an incorrect fit does not qualify for free returns, and return shipping costs are the responsibility of the customer.

However, we do offer a unique exchange guarantee. Have you tried the product and are otherwise satisfied, but unsure about the size? You can return the product via our return portal at a reduced rate and indicate which alternative size you would like to receive. We will then send you the desired size once, free of charge.

This way, we still provide a suitable solution without you having to pay shipping costs again for the new delivery.

Place the selected product in the shopping cart. Make sure you have selected the correct size/colour/side/version.

Then go to your shopping cart by clicking the shopping cart icon. You are now in the shopping cart.

Here you can check whether you have added the correct product variant to your cart. Is everything correct? Then click on “Continue to checkout.” You are now in the checkout.

Here you can enter your personal details for the invoice. Please check these carefully.

Would you like the order to be shipped to a different address? That is possible. Click on “Ship to a different address.”

Next, select a shipping method. You can choose to have the order delivered to a service point of your choice, or to a private or business address.

Lastly, choose a payment method. You can select from various payment options. More information about payment methods can be found here.

P.S. Don’t forget to accept the general terms and conditions.

Finally, click on “Place order.” You will be redirected to the payment page. After completing the payment, your order is placed.

You can choose from various payment methods during checkout. You can find them here.

Once your order has been shipped, it is unfortunately no longer possible to cancel it. As soon as your order has been delivered, you can return it and indicate that you would like a refund.

At the moment, it is not possible to place an order on invoice with us, even if you are a business customer.

However, we would like to inform you that we will launch a B2B portal at the beginning of June, which will allow business customers to order on invoice.

When a product has the status ‘backordered’, it means that the item is currently out of stock. This is also shown on the product page once you have selected the correct size and any additional options.

Would you like to know the current delivery time? Please feel free to contact our customer service team. They will be happy to assist you.

We do not have staff members who provide consultation hours ourselves. That’s why we collaborate with our parent company, Leuk Orthopedie. Visiting them is always by appointment.

If you would like to schedule a consultation, you can contact our customer service.

Yes, there are costs associated with a consult. The fee is €17.50 per 20 minutes.

You can always reschedule or cancel your appointment free of charge up to 24 hours in advance. If you cancel within 24 hours, a no-show fee may be charged.

No, we are not a physical store. You can easily and quickly order our products through our website. Do you have any questions? Please feel free to contact our customer service.

Unfortunately, it is not possible to get a reimbursement from the insurer for an order placed through our webshop, as we do not have contracts with insurers in the Netherlands or abroad.

However, our parent company, Leuk Orthopedie, does have contracts with insurers. You can contact them for more information about reimbursements.

Our opening hours are:

We are closed on weekends and public holidays.

You may try on the product at home, just as you would in a physical store. This means you may inspect and fit the product, but not actually use it.

Is the size incorrect or does the product not meet your expectations? In that case, you may return the product, provided it complies with the return conditions. This means the product must be unused, show no signs of wear or use, and be returned in its original, undamaged packaging.

Please note: Hygienic products supplied in sealed packaging cannot be returned for hygiene reasons once the seal has been opened.