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FAQ

Stock and Availability

Whilst every effort is taken to ensure all items in the store are always in stock, occasionally some items will be temporarily out of supply.

Occasionally if a particular product 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 an item is out of stock on our web site, and we cannot get any more stock, we will generally remove the item from sale. However, if there is an item you are really trying to get hold of, email us at Customer Services with the details of the item you wish to purchase and we will do our best to try and get it for you.

Please note: The products illustrated on this web site are as seen. The reproduction of colours is as accurate as photographic and computing processes will allow. The England Rugby Store at www.englandrugbystore.com accept no responsibility for variances in colour or style due to the settings on the users monitor.

The England Rugby Store at www.englandrugbystore.com reserve the right to alter without notice or prior warning, prices of products and conditions of sale.

Placing Your Order

Purchasing your goods with us is designed to be simple, quick and secure. Before you order please ensure that:

1. You have ordered the correct size for the product (if applicable)

2. You are aware of the expected delivery dates for the product

3. The desired quantity is correct

4. You have read the Terms and Conditions

When you are ready to buy, simply click the 'Add to Basket' button on the product details page and then 'Confirm Order' button on the basket.

If you are a new Customer then you will taken through the order form in which you will be prompted to enter information such as your delivery address and name and your payment details. After this is completed you will be shown an order confirmation page and receive a confirmation e-mail from us which will confirm that your order is being processed.

If you are an existing Customer then you will be asked to log in, if you have not done so already. If none of your details have changed then you will be asked for your credit card details. After this is completed you will be shown an order confirmation page and receive a confirmation e-mail from us which will confirm that your order is being processed.

Please note that the order process of the England Rugby Store at www.englandrugbystore.com is 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. To find out more about this read the help file section 'Your Security'. Complete all the details required on this page carefully, ensuring that all the fields are completed fully. Then click the purchase button. Your order will then be confirmed, and then delivered.

Please note that by proceeding through the 'checkout process' you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Neither submitting an electronic order form or completing the checkout process constitutes our acceptance of your order. A binding contract will exist from the moment of dispatch of goods.

We will notify you by email as soon as possible to acknowledge that we have received and are processing your order. The duration of our contract with you will start from when we despatch the products, until the last day of your right to cancel.

Delivery and Shipping

EUROPE

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:

UK DELIVERIES

COLLECT FROM STORE

This free service allows you to collect your order at your leisure from the England Rugby Twickenham Stadium Store. Orders are usually ready for collection within 48-72 hours hrs although, subject to availability, it may take longer. When your order is ready to collect from store, you will receive an email and/or SMS notification. Please take this notification with you to Customer Services in the selected store. Your order will remain in store for 28 days, after which it will be returned to the warehouse and you will be credited the full amount. If you have any enquiries, please contact Customer Services on + 44(0)3330144546.

FREE UK STANDARD SHIPPING - (up to 2 working days) - Applies to all orders over £100 depending on the weight and volume of your order and your delivery address, we will select an appropriate carrier to delivery to despatch your order for free. Please allow up to 2 working days transit time from when the order leaves our warehouse. Please note that Northern Ireland is excluded - the delivery cost will be confirmed before the payment process is complete.

UK Standard Delivery £4.95 - (up to 2 working days) - Ideal for home delivery of non urgent orders to minimize carriage costs. up to 2 working days transit times should be allowed from when the order leaves our warehouse. This option will not guarantee delivery on a specific date and may be left in a safe location. Please allow at least 6 working days should you need to contact our Customer Service for tracking purposes. Please note that Northern Ireland is excluded - the delivery cost will be confirmed before the payment process is complete.

Need it faster? UK Express Delivery* £6.95 - (1 working day) - Express Delivery is 1 working day from when the order leaves our warehouse. Depending on the weight and volume of your order, we will use an appropriate carrier to despatch your order. You need to place your order before 8pm for same day despatch, (UK Mainland only) this option may also result in your package being left in a safe location. Please allow four days should you need to contact our Customer Service team for tracking information. Please note that Northern Ireland is excluded - the delivery cost will be confirmed before the payment process is complete.

Please note if your order exceeds £199.00 in value our courier will require a signature.

If your parcel is sent by Royal Mail, please allow 15 working days before contacting customer services. After the 15 working day 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.

If your parcel is sent by Royal Mail International, please allow 17 working days before contacting customer services. After the 17 working day 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.

*We do not offer guaranteed delivery on a Saturday, Sunday, Bank Holidays, Christmas Day, Boxing Day and New Years Day.

UK Click and Collect £4.95 - (over 5000 locations, 2-3 working days) A safe place to pick up your parcel without having to wait in for your delivery. Click and collect allows you to pick up your parcel from a local collection point (Collection point finder available at checkout). There are over 5000 local collection points in convenience stores across the country open from early in the morning until late at night, 7 days a week. You will be notified when your parcel arrives by text message.

OVERSEAS DELIVERIES

Standard Delivery International - (3 - 10 days) - A more economical international service, but with a longer transit time. Standard Delivery International takes 3 - 10 working days transit time from when the order leaves our warehouse and does not guarantee a specific delivery date. Available worldwide, with certain restrictions. For Standard Delivery International to be offered, your order must be below a certain weight and volume. If you are not offered Standard Delivery International then your products have exceeded the weight, volume or order value limits and you will therefore be offered appropriate alternatives.

Express Delivery International - (1 - 4 day) - Our international express carrier provides a fully traceable delivery service. Normally 1 - 4 working days transit time from when the order leaves our warehouse.

Some more remote addresses may incur longer transit times. Cost dependent on the weight and volume of your order.

ADDITIONAL INFORMATION

Different Stock Availability - If you have selected items with different availability times then we will despatch your order when all items are ready:

Despatching of Orders - Although we try to get all our orders despatched on the day of order, 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 in the period specified on the website

Credit Card Checks - Sometimes we may need to make additional checks on your credit card which could delay your order.

Shirt Printing - Shirts requiring personalisation for example with additional name, numbering and badges added may take an extra three days before they are ready to be despatched.

Items on Available Within - Occasionally if a particular product 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":

Items on Immediate Despatch - Should your order be marked as available for immediate despatch and it fails to reach you within the times quoted above, then please contact our Customer Service Department who will be happy to assist.

Non-Shipable 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 at that address.

Leave Safe Delivery - At the checkout stage of the order process you will be offered the Leave Safe delivery option. If for any reason you may be out when your delivery arrives then you can leave a special instruction using options from the drop down list such as leave with neighbour or leave securely at the back of the house. Remember deliveries are less safe in this way, they are your responsibility and neither this store nor our carrier can be held liable if the item is stolen.

International Shipping - Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne 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.

PO Boxes - Please note that we do not ship to PO Box Addresses.

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.

We hope that you enjoy your purchase from us.

Payments

We currently accept online payments with a number of credit/debit cards. The current credit cards we accept include:

1. Visa

2. MasterCard

3. Switch and Solo

4. American Express

5. Maestro

6. Delta Card

7. Paypal

We currently accept payment in the following major currencies: British Pounds Sterling, US Dollars, Euro.

The England Rugby Store at www.englandrugbystore.com reserve the right to withhold any order from despatch in order to process further security checks. This can delay an order for up to 36 hours. In the event that your offer to purchase goods is refused, any money paid by you will be refunded.

Many internet users are concerned about security on the web - below are answers to few questions we are commonly asked:

What is the Card Security Number? Also known as a CV2 number, this is a special 3 digit number that appears on the far right side of the signature strip on your card. This number is unique to each card, and gives you extra protection against fraud. Note: with American Express, the card security number is 4 digits long and is printed on the front of the card.

Do you check for fraudulent cards? - When we receive your Credit Card details, an on-line check of your Credit Card is conducted with their Acquiring bankers. This process ensures the number you entered actually corresponds to a real credit card number and is not a bogus card. The Cybersource system also checks various "Hot Card lists" to ensure that no fraudulent use is being made of any Credit Card. This on-line verification of your details is carried out over a secure line to the bank. Credit Card data is, at no time, sent over the Internet using the validation process. We also carry out random security checks on cards to ensure we help prevent fraud - please note that we do not intend any personal slight if your card is chosen for a random check.

Who are Cybercource? – The England Rugby Store at www.englandrugbystore.com has chosen CyberSource as a partner for its secure server software. They are a leading payment system provider to online businesses. For further information about CyberSource please visit their web site at https://cybersource.com

Is shopping with The England Rugby Store at www.englandrugbystore.com safe? - Communication between you, us and CyberSource is encrypted using the SSL mechanism built into your browser. This ensures that even if someone were able to monitor the traffic between you and the CyberSource server, they would not be able to read it. Encryption is used on all pages within the buying process, making shopping on the site at Kitbag.com as safe as possible

How do we protect the Buyers Data? - The Cybersource software sits behind a corporate firewall. Access to this machine is strictly controlled, preventing unauthorized access to your personal data. Once you have passed your Credit Card details to The England Rugby Store at www.englandrugbystore.com, they are stored on the Cybersource server in an encrypted format.

Is the transaction Real-Time? - All Credit Card transactions are completed in real-time. After you have confirmed your order, we make an immediate connection to NatWest Bank to verify the card and amount, so that authorization is given before we complete the order. All shirts with customisation will be fully charged once you have confirmed your order and it has been accepted by us a binding contract will exist between us at the time of dispatch of the goods from our warehouse.

Do I have any Legal Protection? - You are protected by the normal laws of England and Wales, in particular The Sale and Supply of Goods Act 1994 (c. 35) and the Consumer Protection Act 1987 (c.43) Consumer Rights Regulations 2013. Full details of your legal rights are available in the UK from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.

Sales Tax

For any customer purchasing adult clothing and souvenirs inside the European Union, VAT is included at the standard UK rate of 20%. Children's clothing is exempt from VAT in the UK is therefore charged at 0% thus no tax is added in the price quoted by The England Rugby Store at www.englandrugbystore.com.

For any customers purchasing outside the European Union all purchasers are exempt of UK VAT. Products are shown inclusive of VAT, but this will be recalculated when you purchase your goods.

Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne 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 and we advise you to contact your local customs office for further information.

Your Security

Safe shopping is important to everyone and we have gone to great lengths to make sure your details remain safe. When you start the order process you can be sure that every step of the way is secure.

We have compiled a list of frequently asked questions below, which you may find useful. If you have any concerns about the security of our site, or if you have any further queries, please contact Customer Services.


How Secure are You? - As soon as you enter the order process, the information that is transferred between you and us is encrypted using powerful encryption algorithms. Your details are safer with Internet shopping that with traditional mail or telephone shopping!

How can I tell if the web site is a secure one? - It is easy to determine if your connection is secure; on your browser you will notice a picture of a small padlock - this normally appears right at the bottom of the screen. Sometimes this padlock will not appear, even though you are secure - to double check this, you can right click on the page and select 'properties' or 'view frame info' from the list which will tell you whether you are secure or not. Also look out for the sign of a secure web page, which can be identified by the URL (the web site address). A standard page will begin with 'http://'. A secure web page will begin with the URL 'https://' denoting that the merchant is using a secure server for the transaction of data.

How does Encryption work? - All credit card details are encrypted using GlobalSign SSL (Secure Sockets Layer) Software. When you establish a secure connection, the downloaded web site sends a digital certificate to your web browser. When the certificate arrives, it contains a public key, which functions as a one-way encryption device. The browser then uses this key to scramble your personal data (Credit Card Information) before sending it over the Internet. Information encrypted with the public key cannot be decrypted without the corresponding private key, which only the merchant has. Without this exclusive, private key, your personal information cannot be read.

What else can I do to ensure my details remain safe? - The second way to ensure you have a secure connection is to look for either the GlobalSign logo or RSA Data Security logo and only purchase from merchants you know and trust. Here again, the digital certificate is important. In addition to encrypting the data you send over the Internet, the certificate can be used to confirm and authenticate the identity of a web site's owner (in this case, the merchant). Because digital certificates act as electronic signatures they cannot be forged, you can be certain the connection is secure if either RSA DATA SECURITY INC. or GlobalSign Inc has issued the certificate.

Who are GlobalSign? - GlobalSign, Inc. is a leading provider of digital authentication services and products for electronic commerce and other forms of secure communications. For more information on GlobalSign please visit their web site at http://www.globalsign.co.uk.

Your Profile

When you have registered or have ordered an item from The England Rugby Store at www.englandrugbystore.com, a profile will have been created for you. The profile has many useful functions which are detailed below:

Personal Details - You can make amendments to this area as necessary, for example if you move house.

Password Settings - We recommend you change your password frequently - to do this, complete the boxes as required. You can also change your password hint questions and answers here.

Address Book - You can add additional addresses to your personal address book - this makes it easy if you wish to have presents sent directly to your friends or family.

Your Preferences - This section gives you the opportunity to opt in or out of receiving information from The England Rugby Store at www.englandrugbystore.com or our partners. We do not send out emails out very often but they are usually full of not to be missed bargains and latest products!

Order History - This section gives you details of all your past and pending orders with The England Rugby Store at www.englandrugbystore.com. You can track your order from the moment you place your order, right through until the moment it has been dispatched!

Gift Vouchers & Promotions

Sign up to the newsletter to stay up to date with current offers and promotions from the England Rugby Store. If you have any problems redeeming a gift voucher or promotion please contact our customer service team on the numbers below.

ERS GIFT CARDS

How to use this gift card – the card may be used as full or part payment for purchases at The Rugby Store, online via mail-order or for a World Rugby Museum & Stadium Tour. englandrugbystore.com /

Balance enquiry –after using the card to purchase goods the balance is displayed on the receipt issued. Check the balance online englandrugby.com/cards or by calling 0207 152 0706

1. Activated gift cards can be used as full or part payment of any goods via The Rugby Store*, englandrugbystore.com or World Rugby Museum. Please note that not all mobile units can accept gift cards as payment.

2. Cards are either activated to the value printed on the face of the card or an amount from £1 to £1000.

3. The card cannot be exchanged for cash or vouchers.

4. No change will be given but the balance can be applied against future purchases.

5. If goods purchased with the gift card are returned or exchanged any refund or monies owning will be added to the balance on the card.

6. The card balance is shown on the till receipt issued when the card is used to purchase goods in The Rugby Store; check the balance online englandrugby.com/cards or by calling 0207 152 0706

7. Card expires 24 months after last transaction (this includes the initial activation, purchase or balance enquiry) and any balance remaining will be cancelled.

8. Protect this card and treat it as cash, the balance cannot be returned if lost or stolen.

9. Card issued by Rugby Football Union, Rugby House, 200 Whitton Road, Twickenham Stadium, Twickenham, TW2 7BA. RFU reserves the right to amend the gift card terms and conditions or discontinue the gift card at any time. Notifications will be displayed in store and online.

10. Only one gift card can be redeemed per transaction, you cannot use multiple gift cards for the same transaction.

England Rugby Store at Twickenham Stadium

Visit Us In Store

The England Rugby Store
Twickenham Stadium - South Stand
Whitton Road
Twickenham
TW2 7RE


Opening hours

Monday - Saturday 9:30am-5:30pm, Sunday 11am-5pm*

*Store opening times may vary on Twickenham event days*
Car Park Update – May/June 2018

Please note that due to preparations for the Aviva Premiership Final, England v Barbarians and HSBC London Sevens matches, from Wednesday 23rd May, the West Car Park will be closed.


Please park in the Rosebine Car Park which will be open from 6am to midnight every day.


The West Car Park will reopen on Thursday 7th June.

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