FAQs

  • Placing an order
  • Payment Methods
  • Delivery Methods
  • Your Order
  • Returns/Exchanges
  • Your WRU Profile/Account
  • Privacy Policy
  • Security Policy

PLACING AN ORDER

 How do I place an order?

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

  • Select the correct size for the item(s) (where applicable)
  • Pick the desired quantity correctly from the drop down bar
  • Click the 'Add to Basket' button - you will be taken to the basket page
  • Check that the items in your basket are the items you want to order
  • then select your postage option and choose your payment method
  • you will then need to enter your personal details and click submit order 

If you prefer, you can place your order over the phone by calling (+44) 02902 822309 Monday - Friday from9.30am - 5.00pm 

I’m not able to successfully complete my order.  What shall I do?

If you haven’t filled in every part of your address or telephone number the website will not be able to tell where you want to send the package.  This means it won’t be able to generate a shipping cost or take payment.  To ensure you have filled in all of your details simply press ‘Modify Profile’ and select the ‘Address Book’ option. If you are still having issues, please contact us on 02920 822309 or at onlineshop@wru.co.uk

My order status says “Not Finished” or “Failed”. Why?

this means there was an error with your order and we haven't processed it, if you would still like to place your order we would ask you to email onlineshop@wru.co.uk or call us on 02920 822309 

PAYMENT

What payment options do you offer?

We offer two different payment options for our registered users. 

you can pay via credit or debit card, We currently accept Visa, MasterCard, Maestro, Solo, and International Maestro. To pay with card, please ensure you select this Payment Method Or you can save time with entering your details an pay using your PayPal account. Please ensure you’ve selected PayPal.

Once you have decided on your payment method and are happy with your items, you must read and accept the terms and conditions

Which currencies are payments accepted in?

We only accept British Pounds Sterling (£)

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.

Do you have a size chart?

On product pages that feature items of clothing you can find a link to our sizing chart. To see the full charts for Men, Women, Boys and Girls please click here.

DELIVERY

What are the UK Delivery Options?

All of our UK Parcels are delivered via DPD.  We offer the following options:

Standard Delivery – 2-5 working days - £4.99

NEXT Day Delivery – if ordered before 9am does not include Saturday) - £8.00

Saturday Delivery (if ordered before 9am Friday) - £8.00

Click 2 Collect from shop Click here for more information - Free

If you enter your mobile number when placing your order DPD will send you free message updates regarding your order.

If you have any special delivery instructions you can write them in the ‘customer notes’ section.

We are unfortunately unable to delivery to BFPO and PO BOX addresses.

What are the International Delivery Options?

Our international parcels are delivered worldwide via DPD. 

European Delivery - £13.99 (plus £2.99 for each additional item in basket)

USA & Canada - £19.99 (plus £2.99 for each additional item in basket)

Australia & New Zealand - £19.99 (plus £2.99 for each additional item in basket)

South America, SA & Caribbean - £30.99 (plus £2.99 for each additional item in basket)

China & Far East - £19.99 (plus £2.99 for each additional item in basket)

Will there be any additional custom charges for international orders?

Any customs or import duties are applied once the package reaches its destination country. The recipient must pay additional charges for customs clearance. 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.

Why hasn’t my order been sent yet?

Although we try to get all our items dispatched on the day of order, this may not always be possible due to the following:

  • Products that are not in stock at the time of ordering.  Please check your emails or account for updates as you may have already been refunded.
  • Your card may have been declined or needed additional checks.
  • Shirts or boots requiring additional name and/or number printing services may incur a 2-3 day delay.
  • Occasionally if a product is in particularly high demand we will need to re-order from our suppliers.
  • At particularly busy periods in the year, notably February/March and December, we may acquire a slight backlog of orders. Whilst every effort is made to assure these are dispatched swiftly, a 2-3 day delay may be experienced.

Where do we deliver?

UK mainland Scottish Highlands & Islands, Northern Ireland, Isle of Man, Isles of Scilly, the Channel Islands and British Forces Post Office (BFPO) addresses.

EUROPE  
Albania, Andorra, Austria, Belgium, Cyprus, Denmark, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Iceland Ireland, Italy, Liechtenstein, Luxembourg, Malta, Monaco, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, Turkey.

EASTERN EUROPE
 Bosnia & Herzegovina, Bulgaria, Croatia, Czech Republic, Estonia, Hungary, Latvia, Lithuania, Macedonia, Poland, Romania, Serbia, Slovakia, Slovenia.

MIDDLE EAST 
Bahrain, Egypt, Kuwait, Oman, Qatar, Saudi Arabia, United Arab Emirates.

AFRICA 
Kenya, Mauritius, Seychelles, South Africa, Tunisia.

ASIA
  Brunei Darussalam, Cambodia, Hong Kong, Indonesia, Japan, Macao, Maldives, Mongolia, Nepal, Pakistan, Philippines, Singapore, South Korea, Sri Lanka, Taiwan Province of China, Thailand.

AUSTRALASIA
 Australia, French Polynesia, New Caledonia, New Zealand, Norfolk Island, Papua New Guinea, Samoa, Solomon Islands, Tonga.

NORTH AMERICA
 Bermuda, Canada, USA.

CARIBBEAN
 Anguilla, Antigua, Aruba, Bahamas, Barbados, British Virgin Islands, Cayman Islands, Dominica, Dominican Republic, Guadeloupe, Haiti, Jamaica, Martinique, Montserrat, Netherlands Antilles, Puerto Rico, St Kitts, St Lucia, Trinidad & Tobago, Turks and Caicos Islands.

CENTRAL & SOUTH AMERICA
 Argentina, Belize, Bolivia, Colombia, Costa Rica, Ecuador, El Salvador, Falkland Islands, French Guiana, Guatemala, Guyana, Honduras, Mexico, Nicaragua, Panama, Paraguay, Peru, Suriname, Uruguay, Venezuela.

An attempt at delivery was made but I was unable to receive it.  What do I do now?

We recommend you contact DPD customer services to rearrange delivery.  DPD Customer Service Number: 08450702477

Im sorry but we are unable to deliver to British Forces Post Office (BFPO) & PO Box addresses

How do I track my order?

your tracking number will be sent in your order conformation email and a link provide to the DPD website so you can track and manage your delivery, if you have entered your mobile number you will receive SMS messages on your parcel. You may find the driver has left a delivery card informing you where the parcel is.  As your parcel requires a signature it may have left it with a neighbor.  Please check with your neighbors or alternatively, the parcel may have been left in a secure location around your building.  If you still can’t find it, please contact DPD customer services on 08450702477 or alternatively contact us on 02920 822040 or by email on onlineshop@wru.co.uk

Click 2 Collect – When will my order be ready?

We aim to process Click 2 Collect orders within 2 working days, but you will recivce an email letting you know when your item(s) are ready for collection, your parcel(s) will be held in store for 28 days. Please note that personalised items may take longer.

Your order can be collected from the WRU shop located, 8 Westgate Street, Cardiff CF10 1DA and is open Monday - Saturday (9.30 - 5.30) & Sunday 10.00 - 4.00 

Please bring your order confirmation, or we will be unable to process your parcel

RETURNS AND EXCHANGES

If you change your mind about your order, you may cancel your order at any time up to 30 days following receipt of your order by completing our online Returns Form (if your order has not yet been dispatched or received) and receive a full refund of the purchase price or the option to exchange the item. If you have already received your order or it has been dispatched to you, it will need to be returned to us (at your expense unless the item is faulty or the incorrect item(s) has been received) using the Returns Form included in your order within 30 days of receipt before your refund or exchange can be processed. Items must be returned unworn and in their original packaging (including  all tags and labels) together with a copy of the original invoice.  

Goods returned more than 30 days following receipt will only be refunded or exchanged at the WRU’s discretion.

Please see full details of our refund and exchange policy by clicking here.

Below are our exceptions for Refunds and Exchanges:

We are unable to refund or exchange items that have not been cared for correctly or used according to the manufacturer’s instructions.

Refunds and exchanges cannot be given on underwear, CD’s or DVD’s unless the item is faulty.

We are unable to exchange or refund any custom printed shirt or product. We cannot accept responsibility if a player retires is omitted from a squad or changes his squad number.

Goods are to be returned at the customer’s expense unless an item is faulty or incorrect.  In this instance we will reimburse postage providing a postal receipt is included. Please contact customer services on 02920 822309.

For exchanges, where we do not have the requested size in stock, you will be offered a refund of the purchase price.

How do I cancel an item?

If you change your mind about your order withing 14 working days from the date the order was placed please complete our online "Returns Form". For orders not yer dispatched you should receive an email informing you that your order has been cancelled with 24 hours. If your order has already been dispatched/received you will need to follow the process below.

How do I return an item which has already been dispatched/recieved?

To return your item, simply complete the following steps:

  • Complete the "Returns Form" in full and include it in the parcel, ensuring your order ID and contact details are cearly written on the form.
  • Affix the "Address Label" to the front. 
  • Ensure your order ID is clearly written on the address label and select whether you would like an exchange or a refund by filling in the relevant box.
  • Send the parcel back to us. *
  • If you haven’t received a returns form, please click here to download a copy.

*For your protection we recommend that you use a recorded delivery service as we are not liable for any goods that don’t arrive back to us.

Do I have to pay to return the item?

Yes - We recommend using a recorded method of delivery when returning items to us and obtain a proof of postage. If you receive an item which is faulty or sent in error, please contact us on 02920 822309 or via email on onlineshop@wru.co.uk and we will be able to guide you through the returns process. If your item is faulty or you have not received the correct item(s) we will refund the cost of postage

How long will it take for a refund to be processed?

We will endeavor to process your refund as quickly as possible, however at peak times this may take a little longer than usual.  Once your refund has been processed, it will take 3-5 working days for the money to reach your account. Please check your account to ensure funds have reached you before contacting us with any refund queries.

I have received the wrong item. What shall I do?

Although we try our best to successfully fulfill your order, occasionally there may be an error.  If this happens, please contact us either by emailing onlineshop@wru.co.uk or contacting the shop on 02920 822309 as soon as possible so we can rectify the situation.

WRU PROFILE/ACCOUNT

What is ‘Your Profile’?

‘Your Profile’ is an area of the site where the information that you submitted during your registration is stored. There are many things you can do with your profile:

  • Amend and update your personal details (i.e. change of address)
  • Change your password
  • Track Orders
  • View Order History
  • Set preferences for the emails you wish to receive from us
  • View your Wish list

If you forget your password:

  • Click on the ‘Forgot Password’ link in the Your WRU area at the top of the screen.
  • Enter your email address
  • You’ll be sent an email with a new password
  • Log onto your WRU Profile suing your new password
  • Click ‘Password’
  • Create a new password
  • Click ‘Submit’

What is Pass it back

Wales as a nation has always been passionate about rugby. To continue supporting grass roots rugby in Wales, the WRU has created the "Pass It Back" scheme. All products that show the Pass It Back logo carry a guarantee that your money will be put back into grass roots rugby in Wales.

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 referred 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.Principalitystadium.wales/, 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 endeavors 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 un-subscriptions 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 login 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 and http://www.Principalitystadium.com/, or otherwise engage in any disruptive behavior on these or any other WRUMS websites, WRUMS may use your personal information to stop such behavior.

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 behavior. 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 inputted to Barclays secure payment gateway.

What legal protection do I have?

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
 Store, 8 Westgate Street, 
Cardiff
, CF10 1DA

Tel: +44 (0) 2920 822309 
E-mail: onlineshop@wru.co.uk

If you prefer you can place your order by phone by +44 (0) 2920 822309, Please have your payment details ready.

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

Returns and Refunds

For returns please send your items back to the below address following the guidelines above; and refunds please contact:

WRU Online Shop Returns
, 8 Westgate Street, Cardiff, 
CF10 1DA


if you have any questions please email onlineshop@wru.wales or call +44 (0) 2920 822309 

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

TERMS AND CONDITIONS:

Please click here to read our full terms and conditions1.Introduction

This website is operated by The Welsh Rugby Union Limited (the ‘WRU’) a company registered in England and Wales under company number 3419514 having its registered office at Principality stadium, Westgate Street, Cardiff CF10 1NS.

All references to 'our', 'us', 'we', or 'company' within this policy and within the opt-in notice are deemed to refer to the WRU, its subsidiaries, affiliates, and/or associates, as appropriate.

We endeavour to protect your personal privacy. We provide this Privacy and Cookies Notice to help you to understand what we may do with any personal information that we obtain from you. By providing your personal information to us, you signify your acceptance of our Privacy and Cookies Notice and agree that we may collect, use, and disclose your personal information as described in this Privacy and Cookie Notice. If you do not agree to this Notice, please do not provide your personal details to us. This Privacy and Cookies Notice is incorporated into, and part of, the Terms and Conditions that govern your use of the site in general. We will use your information only for the purposes set forth below.