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Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

Q. I’ve received the wrong item, what can I do?
We’re very sorry to hear that we’ve sent you the wrong product. Please re-seal the item in its original packaging and take this to any UK Post Office. Your return postage cost will be refunded. We would advise you to obtain a proof of postage as Ellis Rugby is not responsible for returns until they are received within our returns department.

Q. Are my details safe when shopping on your site?
The Ellis Rugby web site and any transactions on the web site are fully protected.

If you elect to order online, we will ask you to enter your card details as part of the ordering process. These details are encrypted using a SSL secure server before sending and are only ever stored in this encrypted format.

Q. Where else can I find Ellis Rugby products?
As well as selling online, Ellis Rugby products can also be found in exclusive retail outlets throughout the UK. Please email info@ellisrugby.com for a list of outlets.

Q. I’ve received an email from you, what does it mean?
If you have received an email from Ellis Rugby then this could be for several reasons.

Shopping Online
When you shop with us online, you will receive an email to confirm that order has been placed. This allows you the chance to check what you have ordered was correct.

Despatch Confirmation
At the point we despatch your order (if you have supplied us with an email address) we will send you a despatch confirmation email. This email confirms the method and content of that particular shipment.

General Communication Regarding Your Order
Depending on the individual circumstances of your order (such as how and when it was placed, and its content) you may receive additional emails from us. These will be clearly shown in the subject line. If you do receive such an email, then we are attempting to let you know something important about an open order that we are processing for you, or a refund. We hope you understand that by sending such emails, we are trying to minimise any delays that may have occurred with your order.

Promotional Mailings
From time to time, Ellis Rugby likes to offer its customers a chance to receive something special, anything from a discount on an item to other exciting offers. You will not receive such mailings unless you have indicated to us that you are happy to do so. If you do not want to receive these promotional emails, simply click the unsubscribe link at the base of every email and we will remove your email address from our mailing list.