Contacting Customer SupportUpdated 6 days ago
We strongly encourage you to check our Help Center articles before reaching out! They contain answers to most common questions, and we're always updating them to keep the information fresh.
If you still need help, feel free to contact us:
đ© Email: [email protected]
đ Phone Support: 205-201-0192
Since weâre an ecommerce shop, our preferred contact method is email â it makes it easy for you to share photos or screenshots if needed, which helps us solve issues more quickly and accurately.
Who will respond to my ticket?
At World Rugby Shop, customer service is run by a small but very dedicated team:
Weekdays: Jess, our Customer Service Director (and hooker/loose forward for one of our local clubs, Birmingham Steel), personally reviews and responds to tickets.
Weekends: A part-time teammate steps in to help make sure youâre not left waiting.
AI Agent: For quick requests (order lookups, FAQs, simple changes), our AI Agent may jump in first to keep things moving. If your issue is more complex, you can always ask to be handed off â the AI will escalate it, and Jess will take over.Â
What this means for you:
Most tickets get a reply within 24 hours on weekdays.
Youâll always get the fastest support possible, with a real person (and passionate rugby fan) making sure the final answer is right for you.Â