FAQ's

• Stock and Availability:
• Placing Your Order
• Delivery Options
• Questions about Paying
• Retuns Policy (your right to cancel)
• Privacy Policy
• Security Policy
• How to Contact Us
• Refund Policy
• Your WRU Profile
• Terms and Conditions

Whilst we make every effort to ensure all items in store are always in stock, occasionally some items will be temporarily out of stock.

On the product page, if the item you have selected is out of stock, you will see 'email me when available' (this may appear in the size drop down menu if you are ordering clothing). If you select this item:

1. An input box will appear below the list
2. Enter your email address
3. Press the 'Submit' button
4. When the item is back in stock, an email will be sent to you

If you prefer not to receive an email, add the item to a Wishlist and check the list from time to time.

Items in high demand

If a particular item is in high demand we will need to re-order from our suppliers. If this is the case then the number of days that this process will take will be quoted on the product details page. For example, 'Available within 7 days'.

If we cannot get any more stock

If an item is out of stock and we cannot get any more stock, we will generally remove the item from sale. However.

Placing Your Order:

How do I place an order?

When you have found the item(s) you wish to purchase, please follow the instructions below:-

1. Select the correct size for the item(s) (where applicable)
2. Enter the desired quantity correctly
3. Read the Terms and Conditions
4. Click the 'Add to Basket' button - you will be taken to the basket page
5. Check that the items in your basket are the items you want to order
6. Choose your preferred delivery destination

Home Delivery

1. Choose your delivery address or create a new address
2. Choose your delivery options

Click the 'Go to Checkout' button

If you are a WRU Online Shop user...

1. Enter your email address
2. Create a password
3. Confirm your password
4. Click the 'Submit' button
5. Enter your name and billing address (this is the address where your bills are sent to)
6. Enter your delivery address
7. Click the 'Submit' button
8. Enter your payment details
9. Click the 'Submit' button

If you are an existing WRU Online Shop user...

1. Enter your username and password (if you have not already done so)
2. Enter your payment details
3. Click the 'Submit' button

Can I place an order over the phone?

If you prefer, you can place your order by phone. Simply call: +44 (0) 2920 822040

Available between:

Monday to Saturday – 9.30am – 5.30pm (GMT)
Sunday – 10am - 4pm (GMT)

When placing an order over the phone, please make sure you have:

1. The list of items you wish to buy
2. Your payment details

Why are the colours of my goods slightly different to the pictures on the site?
 

The items illustrated on this website are as close as possible to how they look in real life. The reproduction of colours is as accurate as photographic and computing processes will allow. Different computer monitors have different settings which may make colours appear differently and therefore we accept no responsibility for differences in colour or style.

Do you have sizing charts?

On product pages that feature items of clothing, you can find a link to a sizing chart. As different manufacturers have slight variations in their sizes our charts should only be used as a rough guide.

To see the full size charts for Men, Women, Boys and Girls see product detail pages.

Delivery Options:

We strive to keep all of the items featured on our website in stock. If all of the products in your shopping basket are marked as Available for immediate despatch then you will receive your order in one of the following ways:

STANDARD UK DELIVERY

What are the UK delivery options and costs?

Please note: Northern Ireland is excluded - the delivery cost will be confirmed before the payment process is completed.

UK Standard Delivery £4.99

• Please allow up to 2 working days from the time the goods leave our shop (you will receive an email  from us once your order has left us)
• This option does not guarantee delivery on a specific date
• Goods will be left in a safe location.
• Please allow at least 6 working days for delivery of your order, before contacting our WRU team

UK Next Day Delivery* £6.99

• Please allow 1 working day from the time the goods leave our shop (you will receive an email from us once your order has left us)
• For same day despatch, you need to place your order before 9am (this applies to UK Mainland only)
• Goods will be left in a safe location.
• Please allow at least 4 working days for delivery of your order, before contacting our WRU team

*We do not offer guaranteed delivery on Saturdays, Sundays, Bank Holidays, Christmas Day, Boxing Day and New Years Day.

Parcels sent by Royal Maill

If your parcel is sent by Royal Mail, please allow 15 working days for delivery of your order, before contacting our WRU team. After the 15 working days period, you will be asked to complete and return a Denial of Receipt form, which will allow us to investigate the matter with Royal Mail.

Delivering to PO Boxes

We do not ship to PO Box addresses.

What are the overseas delivery options and costs?

Standard Delivery International Cost dependent on the weight and volume of your order

• For this delivery option to be available, your order must be below a certain weight and volume (this is will be calculated automatically)
• Please allow 3 - 10 working days from the time the goods leave our warehouse (you will receive an email from us once the product has been dispatched)
• This service does not guarantee a specific delivery date
• This option is available worldwide, with certain restrictions

If this delivery option is not offered to you

If you are not offered the Standard Delivery International option then your products have exceeded the weight, volume or order value limits and you will therefore be offered appropriate alternatives.

Additional charges for overseas delivery

Any customs or import duties are applied once the package reaches its destination country. Additional charges for customs clearance must be paid by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

Non-Shippable Addresses

For contractual reasons we are unable to deliver to certain locations around the world. If your country is not listed when you are entering a delivery or billing address, then we will not be able to accept your order to deliver to that address.

I need my goods to be delivered outside the UK. Are there any other charges?

Any customs or import duties are applied once the package reaches its destination country. Additional charges for customs clearance must be paid by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; our advice would be to contact your local customs office for further information.

Do you deliver to British Forces Post Office (BFPO)?

Yes.

Are all goods despatched on the day I order?

We try to get all our orders despatched on the day of order. However, this may not always be possible, for the following reasons:

• Pre-orders Products on pre-order or products that are not in stock at the time of ordering will despatched according to the time/date specified on the website.
• Credit/debit card checks - Sometimes we may need to make additional checks on your credit card which might delay your order. This could result in a delay an order for up to 36 hours. If this occurs we will inform you by email.
• Shirt printing - Shirts requiring personalisation (for example with additional name, numbering and badges added) may take an extra 3 days before they are ready to be despatched.

How long will my delivery take?

This will depend on the delivery option you selected during the checkout process.

• UK Standard Delivery allow up to 2-4 working days from the time the goods leave our shop.
• UK Next Day Delivery allow 1 working days from the time the goods leave our shop

In all the options shown above, you will receive an email from us once your order has left our shop.

How can I track my order?

When your order has been dispatched an e-mail confirmation with a FedEx tracking number will be sent to you. Unfortunately, Royal Mail parcels can not be tracked.

The carrier used is carefully chosen depending on the size and destination of your order.

Where do we deliver to?

What will happen if no one is in when my parcel is delivered?

FedEx will leave a card explaining where to pick up your parcel.

What should I do if my order does not arrive?

Should your order be marked as available for immediate despatch and it fails to reach you within the times quoted above (How long will my delivery take), then please contact our WRU team who will be happy to assist.

Parcels sent by Royal Mail
If your parcel is sent by Royal Mail, please allow 15 working days for delivery of your order before contacting the WRU team. After the 15 working days period, you will be asked to complete and return a Denial of Receipt form, which will allow us to investigate the matter with Royal Mail.

Undelivered Items – we aim to deliver all of our orders and keep failed deliveries to a minimum. If we do fail to deliver any order to you, please report this to us no later than 30 days from the date on which the order was taken by us. We will not accept responsibility for any undelivered orders which are reported to us later than 30 days after the date on which the order was taken by us.

Click and Collect - How will I know when my order is ready for collection?

Orders are usually ready for collection within 48 hrs although, subject to availability, it may take longer. When your order is ready to collect from store, you will receive an email notification

Questions about Paying:

Which credit/debit cards do you accept?

We currently accept the following credit cards:

• Mastercard Credit / Debit
• Maestro
• Solo
• International Maestro
• Visa Credit / Debit

Which currencies are payments accepted in?

We only accept British Pounds Stirling (£)

Where can I find my credit/debit card security number?

Your credit/debit card security number is a 3 digit number which can be found on the far right side of the signature strip on the back of your card. This 3 digit number is unique to your card, and gives you extra protection against fraud.

How long does it take for the transaction to go through?

After you have confirmed your purchase, we make an immediate connection to Barclays Bank to verify the card and amount, so that authorisation is given before we complete the order.

Can I change my order?

If you wish to change your order, you will need to contact the WRU team as soon as possible after placing your order. This is because we start processing the order as soon as the order confirmation email is sent. This enables us to provide you with the quickest possible service.

When will my credit/debit card be charged?

Once the order has been confirmed payment is taken straight away.

Returns Policy (your right to cancel):

Can I return an item?

• You may return any item within 28 days in its original condition for a full refund of the price you paid for the item. After this time period items can only be exchanged or a credit note can be produced.
• Returns for personalised product will only be accepted if the personalisation is incorrect from the receipt of order or if the product is faulty.
• Once a name or number has been printed on a shirt or boot we will not offer a refund or exchange unless the shirt/boot is faulty. The same applies if a player leaves the club or changes his squad number during his time at the club.

How do I return or exchange an item?

To return or exchange an item by post:

1. Wrap the item(s) securely in a suitable envelope or packet
2. Complete and enclose the returns slip that can be found With the order. (It is essential you complete the returns slip correctly, or we may not be able to provide a refund).
3. Post the item by recorded delivery* to the following address:
   
   Returns department
   WRU
   Arms Store
   Westgate Street
   Cardiff
   CF10 1DA

*For your protection, The WRU Online Shop recommends that you use a recorded delivery service as we cannot be held responsible for goods not received

Please allow up to 14 working days for this to be processed.

What should I do if I receive the wrong item?

In the unlikely event we send you the wrong product, we will refund the cost of return postage back to the card which was used to purchase the item(s). Please send the product back to the address above by recorded delivery and enclose a completed returns slip (this can be found on the back of your delivery note) and proof of postage. As soon as we receive the returned item(s) we will despatch the correct product and issue you with the postage refund.

What should I do if an item is broken or faulty?

If an item is faulty, please contact our WRU team on:

+44 (0) 2920 822040

Overseas customers

Overseas customers are asked to call the WRU  team directly before returning any items.

Exceptions to this policy:

1. DVDs, videos, underwear, swimwear, pierced jewellery, video games and items specially manufactured to your order can only be refunded or exchanged if the goods returned have been deemed to be faulty.
2. Once a name or number has been printed on a shirt/boot we will not offer a refund or exchange unless the shirt is faulty. The same applies if a player leaves the club or changes his squad number during his time at the club.
3. A refund or exchange will be permitted if a garment is faulty.
4. All return and re-shipping charges are the customer's liability.
5. We will refund shipping costs if there is a fault with the product. However, we cannot accept responsibility for return or re-shipping costs incurred when returning non-faulty items.
6. All items should be unworn and unused.

Privacy Policy:

This statement discloses the privacy policy for web platforms belonging to and administered by the Welsh Rugby Union Ltd and Millennium Stadium plc (hereafter refered to collectively and/or individually as the context may require as WRUMS); http://www.wru.co.uk/, wru.officialshop.net, supporters.wru.co.uk andhttp://www.millenniumstadium.com/, and any future web platforms as may be produced from time to time by WRUMS unless the design and usage of such web platforms should require a different or modified Privacy Policy.

For third party web platforms utilized by WRUMS externally for online transactions and/or third party interactivity with WRUMS web platform users, WRUMS web platform users are advised to refer to the Privacy Policies as outlined by such third parties; examples include but are not limited to: Web Platforms of other Rugby Unions, Governing Bodies, Welsh Regions, Welsh Clubs, Clubs and Provinces from other Rugby Unions and Governing Bodies, Promoters, Artists, Ticket Handling Agents and Financial Services.

WRUMS are committed to protecting your privacy. In general, you can view our web platforms and their content without the requirement to tell us who you are or revealing any information about yourself. However, certain areas of interactive functionality upon our web platforms and/or the requirement for users to make online purchases and transactions dictate that WRUMS will, on certain occasions, need to obtain and hold personal information about its web platform users in order for users to sign up to sections, gain access or complete online transactions.

Such information, which may be requested in whole or in part, includes but is not limited to your name, your email address and your postal address and post code, your telephone number, your mobile telephone number and your fax number, plus a password of your designation when prompted.

WRUMS will use reasonable endeavours to ensure that this information will never knowingly be displayed on the website or passed onto the third parties without the consent of the individual providing it except in the case of WRU Club and Regional Administrators where information provided for contact purposes to the Welsh Rugby Union will be provided to download online as collated by the WRU Administration Department during the normal course of working practice unless such information is requested to not be displayed online by the individual.

We intend to let you know before we collect personal information from you on or via the internet. We use personal information in the following ways:

- To allow access to password protected regions such as but not limited to the WRU Supporters Club.
- To enable you to sign up for WRUMS email alert publications (this information is held in a database and you can request to be unsubscribed from the database(s) at any time).
- To enable you to purchase products securely from WRUMS via our online e-commerce systems.
- To enable you to participate in WRUMS competitions and promotions (see individual competitions for Terms & Conditions of those competitions)
- To enable you to participate in message board chat forums.

If you decide to provide us with your personal information to process an order online, provide you with a subscription to a free or chargeable service or provide you with access to a competition or promotion then this will be held by WRUMS, or organizations that will process such information on WRUMS's behalf, as may be required from time to time. For the purposes of processing an online order, processing the winner of a competition or solving a technical problem involving your personal information including but not limited to password log-in issues or email alert subscriptions and unsubscriptions it may be necessary for your information to be passed by WRUMS or an organization as mentioned above.

WRUMS may use your personal information to supply you with information about WRUMS and/or its related and subsidiary organizations, sponsors, partners, suppliers, clients, promoters and new services offered to the game of rugby union, as well as their respective activities and ranges of goods, services and opportunities, and/or for general statistical collation and processing purposes.

We keep track of the domains from which users visit us, the screen resolution size used by our web platform users and the internet software used to view our web platforms. We analyze this data for trends and statistics and to evaluate the efficiency of our web platforms and our online information, e-commerce and e-marketing infrastructure. We also use this data to ensure that the services offered provided by WRUMS are continually improved, and not abused where interactivity is permitted. Such information on computer/browser to internet usage is kept for year-on-year analysis.

WRUMS web platforms contain links to stakeholder, promoter and third party web platforms. WRUMS is not responsible for the privacy practices of such web platforms, the content of such web platforms or any damaged sustained to the user's computer or equipment as a result of visiting an external website.

WRUMS may send information in the form of cookies to a user's computer to allow our web platform's servers to monitor the requirements of your personal settings and enable quick access to password protected regions of our web platform, where appropriate, without the requirement for signing in on each occasion. The cookie is stored on your computer. Servers hosting WRUMS's web platforms may request that your computer return a cookie to it. These return cookies do not contain any information supplied by you or any personally identifiable information about you. We use cookies primarily to keep track of your shopping cart when you are using the WRU Online Shop and when entering password protected regions of the site and log-in required regions including but not limited to the WRU Supporters Club and WRU Supporters Club Message Board.

If you post or send offensive, inappropriate or objectionable content anywhere on or to http://www.wru.co.uk/, wru.officialshop.net, supporters.wru.co.uk andhttp://www.millenniumstadium.com/, or otherwise engage in any disruptive behaviour on these or any other WRUMS websites, WRUMS may use your personal information to stop such behaviour.

Where WRUMS reasonably believes that you are or may be in breach of any of the laws of England or Wales (eg. because content you have posted may be defamatory), WRUMS may use your personal information to inform relevant third parties such as your employer, school e-mail/internet provider or law enforcement agencies about the content and your behaviour. If you have any questions or comments on this Privacy Policy please contact: webmaster@wru.co.uk.

Security Policy:

The  WRU has a committed Security Policy. We will retain copies of the information that you provide when you:

• register on this site
• order any products from this Site
• enter into any competitions

Is placing an order secure?

When you order anything from the WRU Online Store your order is made over a secure connection. This means that all the personal information you enter will be encrypted so it cannot be read as it travels over the Internet. Encryption is used on all pages within the buying process, making shopping on the WRU Online Store as safe as possible.

How can I tell if the WRU Online Shop site is a secure one?

You can tell that our site is secure by looking for the following:

• A picture of a small padlock and URL marked in green - this normally appears bottom right of the browser window.
• In the web page address a secure page will begin with 'https://' denoting that the site is using a secure server for the transaction of data.

If you have any concerns about the security of our site, or if you have any further queries, please contact the WRU team

How is my data protected?

We implement a number of sophisticated security measures to ensure the safety of the personal information you provide. The information is contained on a secure server, which is accessible only by a limited number of employees who have authorised access rights to such information.

We do not hold any credit or debit card details as these are directly inputed to Barclays secure payment gateway.

You are protected by the normal laws of England, in particular The Sale and Supply of Goods Act 1994 (c. 35) and the Consumer Protection Act 1987 (c.43)

How To Contact Us:

You can write to us at any time using the address below:

WRU
Arms Store
Westgate Street
Cardiff
CF10 1DA

Tel: +44 (0) 2920 822040
E-mail: onlineshop@wru.co.uk

Order Hotline

If you prefer, you can place your order by phone. Please have your payment details ready.

+44 (0) 2920 822040

Available between:
Monday to Friday 9.30am – 5.30pm
Saturday 9.30am – 5.30pm
Sunday 10am – 4pm

Returns and Refunds

For returns and refunds please contact:

+44 (0) 2920 822040

WRU Online Shop Returns
Arms Store
Westgate Street
Cardiff
CF10 1DA
United Kingdom

Calls to this number are charged at ten pence per minute from a BT landline, calls from mobiles and other networks may vary.

Refund Policy:

Once received, goods which are unsatisfactory or not as described may be returned for a full refund or exchange using the returns form included within the delivery (goods will ONLY be refunded or exchanged under these circumstances). 

Simply return the items in their original condition within 28 days of receipt. Items need to be returned in the original packaging (do not remove any tags or labels) and you will need to enclose a copy of the WRU invoice. 

Goods are returned at the customer’s expense, unless they are faulty where we will reimburse return postage (postal receipt must be included). Please note a £3 UK/£5 Rest of World re-postage charge (cheque) must be included when exchanging non-faulty returns (returns will not be exchanged if payment is not included). 

Please return any product by a postal tracking service (proof of posting is not sufficient); we will not be held liable for parcels lost in the post. 

Please note the following exceptions to this policy:

1.1) We are unable to refund or exchange items that have not been cared for correctly or used according to the manufacturers instructions.
1.2) Refunds are not given on sale items, however if the item is faulty, a choice of an exchange or gift vouchers will be offered.
1.3) Refunds and exchanges cannot be given on underwear, CDs or DVDs unless the item is faulty.
1.4) We are unable to exchange or refund a custom personalised boot unless it is faulty.

Your WRU Profile:

What is 'Your Profile'?

'Your Profile' is an area of the site where the information that you submitted during registration is stored. There are numerous things you can do in this section:

• Amend or update your personal details (i.e. if you move house, you will want to change your address)
• Create an Address Book (useful for delivery to addresses other than your own). Here you can add, view, edit and delete addresses
• Change your password
• Track orders
• View your order history
• Set the preferences for the emails you receive from us
• View your Wish list

Do I need to create a profile?

If you already have a profile set up with the WRU Online Shop, you can log in using the same email address and password. There is no need to create a new profile. If you have not created a profile, you can browse through the site without setting up a profile. The first time you purchase an item from us, a profile will be set up automatically for you as you will need to enter this information to successfully place an order.

You will be asked to enter your email address and a password. Once your profile has been created we will be able to send you order confirmations, let you know how your order is progressing and, depending on your preferences, send you details of special offers via email.

How do I update my personal information?

1. Click on 'Your WRU' at the top of any page
2. Enter your email and password
3. Click on 'Personal Details'
4. Update your personal details as required
5. Click the 'Submit' button

What should I do if I forget my password?

If you forget your password:

1. Click on the 'Forgot Password' link in the 'Your WRU' area at the top of the screen.
2. Enter your email address
3. An email will be sent to you with a new password.
4. Login to 'Your WRU' using your new password
5. Click 'Password'
6. Enter a new password
7. Click the 'Submit' button

How can I track my order?

When we have dispatched your order you will receive an e-mail confirming your item has been dispatched alongside a FedEx tracking number with a link for you to follow your order.

How do I remove my profile?

You have the right to remove your personal information and preferences. In order to do this, please write to us including the following information:

1. Your name,
2. Your address and/or...
3. The e-mail address you set up the profile with.
4. Post your letter to the following address:

WRU Online Shop
Arms Store
Westgate Street
Cardiff
CF10 1DA

Terms and Conditions:

Please click here to read our full terms and conditions