Shopping Bag (0)|

 

Online Accounts

Returns

How to shop online

Delivery

Contacting RWCShop.com


Online Accounts

 

Why would I register?

Registering makes it quicker and easier for you to use our site, e.g.

  • Your delivery and billing details are automatically loaded into the checkout process, which saves you time when you are making a purchase
  • You will be able to view your purchase history, which will be handy if you want to see what size you bought in those garments last time, or what the name of the t-shirt was that fitted really well

If you have joined our mailing list or bought something on site, this doesn’t mean you have created an account or registered. You may want to create an account, so that you can access these additional benefits.

What are you going to do with my information?

We may use your information in the following ways:

  • To process and fulfil your order, including sending emails to confirm your order status and shipment, along with customary business communications
  • To verify your identity and to assist you if you have forgotten your username or password
  • To communicate with you and to send you information by email, postal mail or other means about our products, services and promotions, ONLY where you agree to receive such information.
  • To improve or update this website and our products/services.
  • To respond to your enquiries and communicate with you if necessary. You always have the choice not to receive marketing and promotional information. It is our policy to remove any member from out database or mailing list upon the members’ request. To unsubscribe from our email marketing communications, please log in to the site and in the My Account section, simply untick the Mailing List Preferences box. Or, you are welcome to contact us via email

How do I register?

To register, go to the top of any page on the RWCShop.com website and click on Create an Account. Enter in your details including a valid email address and a password of your choosing. Once finished, click submit and your account will be created.

Alternatively you can use our Guest Login which means you do not have to register prior to placing an order because your details are added to our register once you have completed an order

What if I forget my password?

If you have forgotten your password, go to the login page and type your email address into the correct field. Once you have done this, click the link ‘send me a password reminder’ as displayed. Our system will then forward you an email with your log in details attached.

How do I change my password?

If you wish to change your password you will need to firstly log into your account via the log in link at the top of any page of the RWC 2015 Shop website. Once you have logged in, click on my account, which will take your through to your details page. From here you are able to simply enter in a new password and re-submit your account information.

How often will you send me an email?

We’ll only send you emails that are necessary in the process of you using the site, e.g. registration, purchase, or that have important information about our products and offers. We expect to send between one to two emails a month, but this frequency may change over time. If you feel you are receiving too many emails from us – please let us know, so that we can try to tailor our offering to your needs.

How do I unsubcribe from receiving emails?

Whilst we will be sad to lose the opportunity to talk to you, you are able to unsubscribe from our marketing emails at any time. You can either click the 'unsubscribe' link at the bottom of emails we may send you or you can log into your account with us and change your email preferences.

What is E-newsletter for?

With the Rugby World Cup 2015 some time off there will be new ranges and team gear introduced from now until the Tournament is finished. By joining the E-newsletter you will be notified about these ranges as well as

  • Be able to access exclusive offers
  • Receive invitations to our store sale events
  • Given advanced warning of upcoming sales

Back to top

Returns

Returns Policy

You can only return RWC 2015 Shop products that have been purchased directly through this website. RWC 2015 Shop products purchased at a retail store or from other websites must be returned to the original store or site from which they were purchased.

If you are not happy with your RWC 2015 Shop products, please follow our delivery, returns, exchanges and repairs policy, so that we can exchange or refund your order. RWC 2015 Shop reserves the right to reject the return of products that are not returned in accordance with this policy procedure. We may request that you pay delivery charges to return such goods back to you. Our returns policy does not affect your statutory rights.

Return or Exchange

You may exchange or return new, unworn or unused products within 14 days of the date the goods were received by you.

Please note: your right to exchange or return products is separate from your statutory right to cancel your order under the Distance Selling Regulations (DSR) which are applicable to UK & EU customers.

Return Delivery Costs

If you are returning goods for exchange or return you are responsible for the cost of returning the item to us.

We will not refund the original delivery charge in the case of exchanges or returns unless you are exercising your statutory rights as per the Distance Selling Regulations.

In the case of returns, you will only be refunded the value of the goods ordered.

We will only pay the return costs and subsequent re-delivery costs (if applicable) if the return is a result of our error or the goods are faulty.

This returns procedure does not affect your statutory right to cancel or any of your other statutory rights.

Distance Selling Regulations

Statutory Right to Cancel

If you are a UK or EU customer, in addition to our returns or exchange procedure, you have seven (7) working days (beginning the day after receipt of the goods) to cancel your purchase order under the Distance Selling Regulations.

These legal rights do not apply to non-EU customers.

Delivery Costs

Where you exercise your statutory right to cancel, we will provide a full refund on the price paid for the goods and the original delivery charge.

Where you fail to return the product(s) in question or you send them at our expense, or if our appointed courier collects the goods from you, we reserve the right to charge you for the direct costs incurred by us in collecting or returning the goods (other than where the goods have been sent to you in error or where such goods are faulty, in which case, such costs shall be at our expense).

Where you exercise your right to cancel within 7 (seven) working days, you should return the goods to us as soon as reasonably practicable. Please note: if we have provided any services as part of the purchase (e.g. products made to order or gift wrapping) and we have begun to provide these services before you have exercised your right to cancel, we shall not reimburse the costs of such services.

How do I exercise my statutory right to cancel?

In order to exercise your right to cancel, please:

a) send an email to orders@rwcshop.com or

b) write to us at our address at the end of these terms; making it clear in your correspondence that you are giving notice to exercise your statutory right to cancel.

Your email, letter or fax will be deemed to have been received by us on the date you send it (provided it is sent to the correct address and it is sufficiently clear that you are exercising your right to cancel). Please try and keep the confirmation of any fax, letter or email to demonstrate the date when you sent it.

Conditions for All Returns, Exchanges or Statutory Right to Cancel

We request that you take reasonable care of the goods when opening our packages and assessing the suitability of the goods. All goods must be returned to us unused, in suitable packaging to ensure the goods will not be damaged in transit, together with all original product packaging (please note you have a duty to take reasonable care of returned goods and any refund may be withheld or a charge incurred if you fail to take such care and damage the goods). Please make sure that your return package is packed and sealed securely. Packages must be returned with the freight prepaid. We recommend the use of an insured parcel service, such as Royal Mail Special Delivery or DHL Express.

With your purchase of RWC 2015 Shop products, you will receive a delivery note which contains return instructions. To return items, whether for exchange or return, simply make a copy of the form and indicate clearly in writing on the copy packing slip your reason for the return and your preferred remedy, i.e. whether you would like a refund or replacement and if replacement the exact details of what you would like, including the name, size and colour as per the information for that item on our website. Include the copy packing slip in the package and attach the label to the outside of the package then post it back to us. If you are unable to copy the form, our Customer Service Team will be happy to send electronic copies you can print at home. Contact us.

Return Address

Please return items to our warehouse either:
By Post: RWC 2015 Shop, Sportfolio Europe LP, P O Box 489, Twickenham, TW1 9LW, United Kingdom.

By Courier: RWC 2015 Shop, Sportfolio LP, Unit 5, Twickenham Trading Estate, Rugby Road, Twickenham, TW1 1DQ, United Kingdom

Discrepancies

If there are any discrepancies with your order, you must notify us as soon as possible. If you have been shipped the incorrect goods then please accept our apologies. Please contact our customer service team and we will arrange a collection of these goods. Any replacements will be sent at no extra cost.

Refunds

For refunds, please note that the refund will not show in your bank account until at least 3 days after the refund had been made by RWC 2015 Shop. If it is not there after this time, please check with your bank before contacting RWC 2015 Shop. 

Back to top

How to Shop Online

Simple steps to shopping online

To shop online simply select the items of your choice in the correct size/colour. Once you are finished shopping you can then click on the ‘your shopping bag’ link which is in the top right of every page. The shopping bag will display all of the items you have selected.

If you wish to remove an item from your shopping cart simply click remove at the end of the product description.

Once you are ready to finalise your order and you have your items in your shopping cart, click the checkout button to move to the login as a returning customer or sign in as a Guest step. If you have registered with us before, simply sign-in using your email address and password that you have for your account. Guests will be asked to enter billing and delivery details for this order to be able to continue.

You will then be taken through the payment process step by step.

The item I want is sold out. Will you get more in?

Generally we will only show items that are available in stock. Should an item be ordered and we have no stock available we will notify you when stock will be arriving and place your item on back order. If you do not want to wait we will cancel the item on your instruction.

With some special products we may take forward orders, however delivery details will be advised at the time you place your order.

Although we try to get all orders received by noon despatched on the day of order, this may not always be possible, for the following reasons:

  • Products on Pre-Order or Products that are not in stock at the time of ordering
  • Credit Card Checks - sometimes we may need to make additional checks on your credit card

Please contact us regarding any particular item you would like, including size and colour, and we will let you know if we are able to source it for you.

Can I modify my order?

Please be aware that once an order has been placed, we may not be able to modify it. If for some reason you are unhappy with the order you placed, or wish to change it please notify us as soon as possible via phone or email

Do you have sizing information?

Yes. All of our products have a ‘Sizing’ tab link on the product page that will be specific for the product. If you wish to view all of our general sizing information at once, please click here

Which credit cards do you accept?

RWC 2015 Shop currently accepts the following: Visa, Mastercard. Payment can be made in GPD $US, $AS, $NZD
PayPal payments can also be made but the transaction will be settled in GBP pounds at the price shown in your order confirmation email. There is no multi-currency payment with PayPal.

Payment Process Using Credit & Debit Cards
RWC 2015 Shop uses a 2 stage transactional payment process.
(a) Pre-Authorisation
An authorisation verifies that a card is valid and has sufficient funds to complete this transaction. If approved, the authorised amount is held by the Card Issuer (e.g. Visa) until it is completed, or an expiry time is reached, which is usually 7 days for Visa and MasterCard transactions.

This pre-auth period is usually used by RWC 2015 Shop to make additional security checks on the card and the cardholder as well as to make sure that the transaction is not fraudulent. It also allows us time to make sure that the item being sold is in stock and ready to be shipped.

(b) Completion
A 'completion' transaction triggers funds to transferred from the credit card holder to the merchant. Completions can be processed for the originally pre authorised amount or for less than this amount (should we be unable to fulfill the entire order). Completions cannot be more than the originally authorised amount.

Please note that you may see 2 lines for a transaction on your online card provider statement. Only the Completion transaction transfers money to us. You will not have been charged twice.

Pre-authorisation helps both consumers and retailers.

For traders, it decreases the number of refunds and charge backs, which can have serious consequences. Receipt of too many charge backs on retailers’ merchant account could end with a fine being issued by the acquiring bank or even termination of the merchant agreement.

For consumers, the main advantage is the confidence that if the transaction can not be completed for some reason, they will not have to worry about asking for their money back.

What other payment options do you have?

Our Customer Services team will take an order over the telephone during UK business hours.

You can also pay by using your online bank account. Please include your name and order number in the reference fields.
Account Name: Sportfolio Europe LP, Trading as RWC 2015 Shop, Bank: HSBC Bank,
Sort Code: 403333, Account Number: 52396300, BIC/SWIFT Code: MIDLGB22
IBAN – GB14MIDL40333352396300

Back to top

Delivery

 

How can I track my order?

Note: There is no tracking available for Royal Mail 48 Service.

Where tracking has been included in your order shipment method, click the web address provided in your shipping delivery notification email. If you haven't received this email yet, then your order may not yet have been dispatched.

For United Kingdom deliveries using Royal Mail 24 visit the Royal Mail site here.

For Royal Mail Airsure and Royal Mail Signed deliveries visit the Royal Mail site here.

For Rest of World deliveries executed by DHL visit the DHL International site here

How long will it take me to receive my order?

We use every endeavour to ensure that your RWCShop.com order is with you as soon as possible.

Although we try to get all orders received by noon despatched on the day of order, this may not always be possible, for the following reasons:

  • Products on Pre-Order or Products that are not in stock at the time of ordering
  • Credit Card Checks - sometimes we may need to make additional checks on your credit card

Delivery time is estimated in working days from when the parcel leaves our warehouse.

UK Orders: Royal Mail 24: - 1 to 2 days, Royal Mail 48: - 2-3 days

European Orders: Royal Mail AirSure and Signed For Orders: - 3 to 5 days

Rest of World Orders: - 5 to 9 days.

When will I be billed for my order?

Your credit card will be charged for your order once we have your order ready for dispatch. Please read further detail about credit card processing above under the question 'Which Credit Cards do you accept?'

Can I have my order delivered to a different address from my billing address?

Yes. To have your items delivered to a different address, simply enter in the details on our delivery information page.

How do I send different items to different people at different addresses?

You will need to create a different order for each of the different addresses.

What customs charges do I need to pay?

All of our controllable delivery charges are calculated during the order process. Customers will be responsible for any local duties payable on the receipt of your order should they be levied by the country of importation. Items delivered via International Courier are more likely to have Custom and GST/VAT charges levied by the importing country.

Where items are refused acceptance of delivery by customers and the goods are returned to us, no refund for any freight and duty charges will be refunded to the customer.

Back to top

 

Contacting RWC 2015 Shop

Our contact details

To contact RWC 2015 Shop, please use the following methods.

Via Our Contact Us Email

Telephone
between the hours of 9am to 5pm weekdays :
+44 (0)208 892 9451  - International & United Kingdom

Back to top