FAQ

Placing an Order

How do I place an order?

Placing an order is simple and secure.

• Select the product you want.
• Ensure you have chosen the correct size and quantity.
• Add the item to your cart and proceed to checkout.
• Enter your billing and delivery details, including a valid contact number.
• Choose your preferred payment method.
• Complete the payment process.

If your payment is successful, your order is confirmed.
If you experience an error during checkout, take a screenshot and email support@sarugbyshop.co.za so we can assist. A manual order form can be provided if needed.

Can I place an order manually?

Yes. If you cannot use the online payment options, email support@sarugbyshop.co.za to request a manual order form.

Once you return the completed form:

• we confirm stock availability
• we calculate shipping
• we provide the final amount due
• you make payment
• we dispatch once payment reflects

Manual orders may take slightly longer than online orders, and online courier discount rates may not apply.
International manual payments may incur additional bank charges.

Sizes and Fit

How do the sizes work?

Please refer to the Size Chart on each product page.

Babywear sizes are displayed by age in months (e.g., 0–3 months shows as 3; 3–6 months shows as 6).
Children’s sizes relate to age in years (e.g., size 7 relates to 6–7; size 8 relates to 7–8).

If you need help choosing a size, contact us and we’ll assist.

Account Support

I forgot my username or password

You can reset your password here:
https://sarugbyshop.co.za/my-account/lost-password/

If you need further assistance, email support@sarugbyshop.co.za.

Product Information

I can’t find a product or need more information

If you’re looking for an item not listed on the website or want to know when stock will be available, email support@sarugbyshop.co.za.

Personalisation

Can I personalise my jersey?

Yes. You can add a name, number, or both.

• Personalisation adds approximately 5–7 working days to processing.
• Printing is done in uppercase.
• Personalised jerseys cannot be returned under any circumstances.

If you need more information, email support@sarugbyshop.co.za.

Payments

What payment methods do you accept?

We accept:

• Visa
• MasterCard
• Zapper
• Payflex
• EFT

Payment troubleshooting checklist

If you are struggling to complete payment, check:

• your card details are correct
• your bank has authorised the transaction
• your bank was not offline
• you have tried more than once
• you have selected a supported payment method

If the issue continues, take a screenshot and email support@sarugbyshop.co.za.

Delivery and Shipping

Where do you ship?

We ship locally within South Africa and internationally via a door‑to‑door courier service.

How long does delivery take?

Local delivery:

• express courier: 1–2 working days
• e‑commerce courier: 2–4 working days

International delivery:

• approximately 5–7 working days (excluding personalisation)

Processing time before dispatch is typically 1–2 working days.

Personalised items add approximately 5 working days before dispatch.

Why do you need my phone number?

Couriers may need to contact you if they cannot locate the address or if no one is available to receive the parcel.

What if I entered the wrong address?

Contact us immediately.

If the wrong country is selected, VAT and shipping may calculate incorrectly.
In such cases, a manual order form may be required to correct the order before dispatch.

We cannot be held liable for delays caused by incorrect information provided by the customer.

Are there additional delivery costs?

International orders: duties, taxes, clearance fees, quarantine charges, and other costs may apply and must be paid by the recipient. These charges vary by country and cannot be estimated by us.

How do I track my parcel?

Tracking details are emailed once your order is dispatched.

International parcels: track via DHL.
Domestic parcels: track via ACT Logistics.

Links and contact numbers are provided in your dispatch email.

Returns and Exchanges

What is your returns policy?

Items may be returned if:

• the size is incorrect
• the item is not personalised
• the item is unworn and in original condition
• all labels and swing tags are attached

Customers are responsible for return and re‑shipping costs unless the incorrect item was delivered. Items that have been worn or have had labels removed cannot be returned. You can read our full return policy here.

How do exchanges work?

Exchanges depend on stock availability.
Replacement items are shipped only once the original goods are received and any additional amounts due have been paid.

Do you sell rugby match tickets?

No. Tickets are sold by the host stadium or province.
Please contact the relevant venue directly for ticketing information.

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