FAQ


FAQs

We've rounded up some of the most Frequently Asked Questions to help you save time and find the answers you need, and fast!


Can I visit Rugby Factory Shop?

  • Unfortunately, our premises are not accessible to the public. We are an online business only.
  • On the plus side, our site is online and ready to take your orders 24/7!
  • Our customer service hours are Mon-Fri, 10:00-16:00.

My Order

Is my item in stock?

  • Our site currently acts as an online catalogue and does not display live stock levels. We work closely with our suppliers to ensure the majority of items are in stock. Occasionally, we may need to order items from the manufacturer. This can take a few days.
  • If the item is going to take longer than a couple of days, or is found to be out of stock, we will contact you and will work to recommend a suitable alternative.

Where is my order?

  • You will receive an email when your order has been dispatched. Once dispatched, UK orders should arrive with you in 1 to 5 working days.
  • Customers will automatically receive a tracking number for their parcel. If this does not come through, you are welcome to contact us for further information
  • Please click here for further delivery and dispatch information.

What happens when an item is on back order?

  • We work closely with our suppliers to ensure the majority of items are in stock. There may be some cases where we need to order an item from the manufacturer or where an item is out of stock. In cases where most of the items are in stock, these will be dispatched and the remaining item(s) will be placed on back order.
  • This means that they are being ordered from the manufacturer and will be sent out to you as soon as we receive stock.
  • We do not add an additional shipping charge for the second dispatch.
  • If the remaining item is going to take a while to arrive, or is found to be out of stock, we will contact you and will work to recommend a suitable alternative.

How long will my personalised item take?

  • Small customisation orders, such as individual shirts or hoodies, are typically dispatched within 5 to 10 working days.
  • Large customisation orders, such as names and numbers on full team kits or sets of tour hoodies, are typically dispatched within 1 to 2 weeks, once all details (names/numbers/logos/sizes etc) are confirmed.
  • Special order items, such as Adidas miTeam or custom Canterbury items can take longer. For further guidance, please contact us with your order requirements and we will provide an estimated lead time.

Payments

When do I pay for my Order?

  • Orders are charged at the time the order is placed.
  • If a back order is created for your order, we will not charge additional shipping
  • If an additional charge is required (ie. additional shipping or an exchange for a more expensive item) we will confirm you are happy for us to charge the same card you ordered with. If paying with PayPal, a request will be sent for the additional charge.
  • Please click here for further payment information.

Delivery

I missed my delivery, what now?

  • If you have missed your delivery, the courier should leave information to advise you on what to do next. This may involve scheduling a new delivery or collecting the item from a sorting office.
  • If you do not collect your parcel, it may be returned to us by the courier. We are able to re-dispatch the parcel however a new shipping cost will be charged.

Do you ship internationally?

  • Yes, we ship world-wide.
  • For EU orders, your shipping will be automatically calculated and added to your order at the checkout.
  • For orders outside the EU, a default international shipping charge will be added to your order. This will be amended in relation to size, value and destination. If the shipping cost increases, we will contact you before processing the order.
  • Non-UK orders will typically arrive within 2 weeks of dispatch, but we ask that you allow up to 28 days for delivery.
  • Please note that we will not pay for import or customs charges. We advise that customers look into these costs before ordering.
  • International shipments can occasionally be delayed by customs, unfortunately we have no way to prevent this.
  • If you need a shipping quote prior to ordering, please contact us.
  • Please click here for further delivery and dispatch information.

Returns & Exchanges

Do you accept returns and exchanges?

  • Yes. We accept Returns and Exchanges.
  • Items must be returned in a saleable condition. We cannot accept items that have been used.
  • Faulty items will need to be assessed before a refund is issued.

I've received the wrong item. What can I do?

  • If upon receiving your order, you realise you have ordered the wrong item or size, we will happily exchange this for you. Click Herefor further exchange information.
  • On rare occasions, mistakes can be made. If you have received the wrong item we will of course exchange this for you.
  • We cannot re-dispatch items before receiving the original item back.
  • If you are in a hurry for a different size or item, we recommend returning your item for a refund, and placing a new order for the alternative item/size.

How do I contact you?

  • Please click here for our contact information and a link to our Online Contact Form.
  • We encourage contact via email and we always aim to provide quick responses. Feedback has suggested that a lot of customers prefer this method of communication too!

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