FREQUENTLY ASKED QUESTIONS (FAQ’s)

How do I find the correct size?

There are two ways to make sure you get the correct size;

1. Click this link to visit our size guide page
2. On every product page across the site, next to the section where you select your size, there is a size guide link. This opens the Size Guide tab further down the page

How do I return an item?

Please complete the Returns Form, which is on the reverse of your Order Confirmation paperwork and post it back to us along with the product(s).

If you don’t have this paperwork any more, you can download a copy of the form here.

All items must be returned ‘as sold’: in resalable condition, unworn, in original packaging with all swing tickets attached. If a returned item fails to meet one of these requirements, we cannot accept the item back.  Further information is available here.

Do you offer exchanges?

Yes, we are happy to exchange your item.  You will need to cover the postage cost to return the item to us, but once we have your item for exchange, we will cover the cost to send out the exchange.

Please complete the Returns Form, which is on the reverse of your Order Confirmation paperwork and post it back to us along with the product(s).

If you don’t have this paperwork any more, you can download a copy of the form here.

All items must be returned ‘as sold’: in resalable condition, unworn, in original packaging with all swing tickets attached. If a returned item fails to meet one of these requirements, we cannot accept the item back.  Further information is available here.

Do you offer free returns?

Sorry we are unable to offer this, but we will cover the cost of an exchange item going back out to you.

Can I return an item which has been personalised?

Sorry, we can neither refund nor offer an exchange for any products that have been printed, embroidered or personalised for you.

I have lost my Order Confirmation; can I get another Returns Form?

Yes, you can download a copy of the form here.

Do you have a Help page?

Yes, click this link to go to the Rugbystore Help Centre. you will find information on making a payment, delivery, returns, faulty goods and sizing etc. you’ll also find our terms & conditions, privacy policy and cookie policy.

How do I track my order?

When you’r order is dispatched you will receive an email with the tracking information on it.

How do your e-Gift Vouchers work?

Select any domination from £5 to £150, enter the email address of the recipient and then input a Gift Message. Vouchers are emailed to the recipient within 60 minutes of your order being confirmed and can be redeemed online at rugbystore.co.uk.  Gift Vouchers are valid for one year from purchase.

Click this link to order Gift Vouchers.

What does the product status ‘Pre-Order’ Mean?

A product on pre-order can be ordered and reserved before we have the product in stock. this could be due to the product having a launch date in the future, or Rugbystore not having stock at the time, but we know more stock is on the way.

Items purchased on a pre-order are paid for at time of placing the order.  The pre-order date is the date at which we expect to be shipping the product to you.

Where is Rugbystore and can I visit?

We are in Peebles in the Scottish Borders.  We have a warehouse and office, and customers are welcome to visit to try clothing or boots on and purchase items. Our office hours for visitors are 9am – 4pm.

We don’t have a showroom or retail space, so it’s very helpful if you have a look around the website and have an idea of what you would like to try on.  We would also recommend calling beforehand to make sure we have your preferred sizes in stock.

Do you have extended returns for the Christmas Period?

Yes, we have extended our returns period for Christmas.  Goods bought between 1 November and 24 December are eligible for return until Friday 23 January 2026.