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FAQs

Registration and Your Online Account

Q By registering, does this mean you will pass my details onto other companies?
A No, we have never passed on any information to other companies, and do not intend to in the future.

Q Why do I need to register to shop?
A Registering with us helps speed up the ordering process for you and allows you to keep track of your orders, refunds and emails online.

Q What do I do if I have forgotten my password or my password just does not work?
A If you have forgotten your password, we will need to reset it for you. Please click here so that we can reset your password.

Q How can I have my details removed from your mailing list?
A Simply click the unsubscribe button on the bottom of the email.

Orders

Q How secure is your website - am I safe?
A Our site is as safe as it possibly can be. We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions. We also send you direct to either SagePay (for credit and debit card payments) or PayPal to enter your financial information, as these companies are the experts in secure financial transactions. Effectively, we never see your card details.

Q The site will not let me checkout - what should I do?
A If you have any problems, it’s great if you can let us know. Please contact us explaining the problem you’re having and also include which internet browser you are using (We recommend IE7+, Chrome, Firefox or Safari). We’ll then investigate the problem. It will then be quickest for you if you call us on to complete your order by phone.

Q Can I cancel my order?
A It is possible, we may be able to cancel your order but we can only do this by telephone. You will be advised if the order has already left us, or if we have been able to catch it in time to cancel the order. 

You need to call us as soon as possible after you have placed your order otherwise it may be too late. Call us on 

or if it is too late for us to cancel your order, simply refuse delivery of the parcel which will then be returned to us. Please note that only the standard delivery charge is refundable (if paid) any delivery upgrades such as next day or Saturday delivery will not be refunded. International delivery charges are not refundable.

Q Can I change my order once it is submitted?
A It is generally not possible to change orders after they have been placed. If you phone us immediately after placing the order on we may be able to change the order for you.

Q Can I add an item to my order after I have placed it?
A This may be possible, if the order has not left us already. We’d only be able to do this by telephone. You would also need your payment details handy, as we are not able to see any previous payment details.

Q I live in the Channel Islands - how do I purchase without paying VAT?
A Both Jersey and Guernsey are available as countries to select from the dropdown county list. Do NOT select “United Kingdom”, as doing this will charge you VAT.

Q What payment methods do you accept?
A You can pay by credit or debit card, or use PayPal to pay for your order. Cheques are also accepted but no product will be dispatched before the payment has cleared.

Q You confirmed my order but I have just received an email saying one of the items is out of stock – why is this?
A Unfortunately, although our systems showed available stock when you placed your order, when our warehouse went to pick the item they found that there was no stock available. Although this does not happen often, when it does we have to cancel the item from the order and obviously we do not charge you for the item.

Q My Items are for business use, how do I get a VAT receipt?
A All orders are sent out with a full VAT receipt.

Q I placed an order a few days ago and am still waiting on an email confirmation on the order. Can you please chase it up to make sure it went through as the payment process certainly did and I'm concerned that something has happened?
A All successful orders are followed up with email order confirmations. If you have not received a confirmation and believe you have completed an order, please check your “junk mail” folder incase your system has put the email into this folder. If you have paid via PayPal, ensure you complete the payment process, otherwise the order will not complete. Contact us if you are unsure if your order was successful.

Q When will my “Pre-Order” be delivered?
A If you purchased an item on “pre-order” it is not currently in stock. The item will have an approximate delivery date on the respective product page of when you should expect it to be delivered.

Q I’m having trouble ordering online – can I place my order via phone?
A Yes, please call us on

Promotions and Discounts

Q I’m trying to use a discount code I was sent, but when entered into the voucher space nothing happened and the total stayed the same?
A There are rarely any legitimate problems with voucher codes, please check the expiry date of the code. Expired codes will not work.

Q Can I use more than one discount offer on my order?
A No, only one coupon can be used per order.

Q Why doesn’t the promotional code I’m try to use work?
A Please check that the code/link you are using is still valid and not out of date. Contact us if there are problems with your code.

Returns and Refunds

Q Do you accept returns or exchanges?
A We offer both a refund or exchange option within 28 days from receipt. All products must be UNWASHED and UNWORN (other exclusions apply) See here for more information about returns

Q I returned my order, how long does it take for my refund to be processed?
A Please allow 3-5 working days, once we have received your parcel for your account to be credited. Please note that some banks may take slightly longer to process your refund.

Q I have received my order but one of the items is missing, what do I do?
A This is extremely rare, as all parcels are manually checked then weighed to ensure they have the correct weight for what has been ordered. Please click here to contact customer services who will investigate.

Q I have received an incorrect item in my order, what do I do?
A Please return it to us, we’ll credit the postage paid by you back to your account then replace the product for you.

Delivery

Q How long does delivery take?
A We have many different delivery options, ranging from economy to guaranteed next day services. You will be given the likely delivery dates of the different options before you complete your order.

Q Do you deliver to Northern Ireland and if so how long does it take and what is the cost of delivery?
A Yes we certainly deliver to Northern Ireland. The delivery costs are generally the same as those for the rest of the UK. Some large items may incur a higher delivery charge, but general rugby kit such as boots, clothing, shoulder pads etc are all charged the same as delivery to the rest of the UK. For a full list of current delivery charges click here.

Q What happens if I am not in when the courier tries to deliver my order?
A A card will be left informing you whether you have to pick up you parcel from the local sorting office, or the local post office. On some occasions, your parcel may be left with a neighbour who would sign for the parcel on your behalf, saving you the trip to the sorting office/post office.

Q If I’ve been left a card, how long does the sorting office keep my parcel until it is returned to you?
A You have 5 days to collect your parcel, after this time your parcel is returned to us – it could take 1-2 weeks to be returned to us at busy times, so it really is important for you to collect your parcel within 5 days.

Q Today is Monday, I ordered my products with a guaranteed “next day” delivery on Friday – why aren’t they here yet?
A If you place your order after 1pm, the order leaves the following working day. If it was placed after 1pm on Friday, it won’t be dispatched until Monday morning, and then delivered on Tuesday. If you need to track you order, please log in to your account.

Q Which couriers do you use for your UK deliveries?
A We use Royal mail for our standard deliveries, delivery upgrades (such as next day or Saturday delivery) will we delivered by either royal mail or ParcelForce. Orders over 2KG will also be delivered by ParcelForce.

Q Do I need to sign for my delivery?
A Most orders require a signature upon delivery.

Q Can I change the delivery address of my order?
A If the order has already been dispatched, no. It may be possible if the order hasn’t already been dispatched. You will need to call us on

Collection

Q I have selected to collect my parcel from your Somerset collection point, how soon can I pick it up?
A Your parcel is generally ready the following day for collection, from 11am. We are sometimes able to speed this process up, so same day collection is sometimes possible – but you’d have to request this by calling

Q I live locally and was wondering if I could come over and try some items on, then buy them, is this possible?
A Yes, but you’ll need to phone us first on , as we operate out of 3 different warehouses. We’ll need to make sure we have the right product in the right place for you!

Q What time can I collect my order from your store?
A You can collect Monday – Thursday 9am to 5pm. On Friday 9am to 4:30pm. Collection is not available on the weekends.

Q How long is my order kept in store for collection?
A We will keep your order in store for five working days. If the order is not collected, we will assume it is unwanted, cancel the order and issue a refund to your original payment method.

Product and General Information

Q I recently ordered a product. It's arrived today and is a different colour to the product advertised on the website. Is there any way of getting this rectified?
A Colours shown are as accurate as possible; variances may be attributed to your particular computer settings. If you’re not happy with any product ordered you are able to return it to us for a refund, providing it is unworn and unwashed. Click here for returns.

Q How can I find the items I want online?
A Simply use the 'search' link on the website and type in the product code or a description of the item you are looking for. Alternatively, click on one of the links across the top of the page.

Q The item I want is out of stock online – can you get more in for me?
A It depends, if it is a clearance item then probably not. If it is an ongoing item, we may be able to. Please contact us.

Q I ordered a top to be customized with printing, it has arrived but is the wrong size – can I send it back?
A If we have sent you out the wrong size then yes, you can send it back. If we have sent you the correct size that you ordered, unfortunately we are unable to accept it back, as we’re unable to re-sell it.

Contact

Q How do I contact you?
A The best way to contact us and get a fast reply is via email. Please use the contact us form. If you wish to communicate via phone, that’s fine too – call us on however, this number is ONLY for placing orders, product questions or order related enquiries. Unsolicited marketing or sales calls are unable to be answered effectively on this number.

Q I would like to enquire about the possibility of receiving a donation for a charity event.
A We support many charities each year with donations, and get many hundreds more requests but, unfortunately we are not able to support everyone. There is only a certain amount of sponsorship we can offer, and preference has to go to our customers. If you are a customer of ours Please contact us.

Q I am a manufacturer and would like you to consider stocking our products.
A To enquire if we are interested in new product lines of any type, please contact us via email. This should be done by contacting us via this link.

Q Do you sponsor teams or individuals?
A Occasionally. We get hundreds of requests each year, and unfortunately we are not able to support everyone. There is only a certain amount of sponsorship we can offer, and preference has to go to our customers. If you are a customer of ours Please contact us for more information

Q I would like to sell you marketing services – whom do I contact?
A To enquire if we are interested in marketing services of any type, this should be done by contacting us via this link.

Team/Club Sales

Q I’m purchasing for a club, can I have a credit account?
A We no longer offer credit facilities to clubs; we find it easier for all concerned if payment is made either via cheque or a bank transfer before the goods are dispatched. Contact us on this link for more information

Q Do you offer discounts for clubs?
A Dependant on the particular products you are looking at. Some products are already heavily discounted, some to below our cost price, so we are unable to discount them further. Please contact us or call us on to discuss your requirements.

Q Do you offer a bespoke teamwear service?
A Yes. Please contact us with your requirements such as style of product needed, quantity and date needed. We’ll then be able to send you the information you’re looking for.

Q I have seen you offer a club shop service – can you offer this for my club?
A Maybe. We usually offer this as a bolt on service for clubs after they have purchased their teamkit from us - Please contact us for more information.

Q I have heard about your “Club Specials” monthly clearance list, can you send me this?
A Yes, if you are a club or school, we can send you this each month, please contact us with your details.

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