Customer Services - FAQs

LAST ORDER DATES

Last recommended order dates for pre-christmas delivery. These dates are recommended by Royal Mail but cannot be guaranteed.

Please note, increased volume within global postal systems at this time of year may incur unexpected delays. We advise customers to place their orders in advance of these dates to be in with the best chance of delivery before Christmas.

Friday 6 December – Australia, Brazil, Bulgaria, Cyprus, Finland, Greece, Italy, Malta, Mexico, Norway, Portugal, Romania, Sweden, Czech Republic, Malaysia, New Zealand, Poland, Saudi Arabia, Spain, Turkey and United Arab Emirates (UAE)

Tuesday 10 December – Austria, Denmark, India, Lithuania, Philippines, Qatar, Slovakia and Slovenia

Thursday 12 December – Belgium, Canada, China (People’s Republic), Croatia, Estonia, Hungary, Iceland, Latvia, Luxembourg, South Korea, Thailand and USA

Friday 13 December – France, Germany, Hong Kong, Ireland, Japan, Netherlands, Pakistan, Singapore, Switzerland and Taiwan

Friday 20 December (orders placed before 1pm) – UK

EXTENDED RETURNS POLICY

Any purchases made between 28th of October 2024 and the 24th December 2024 may be returned for refund up to the 22nd January 2025.

Any items purchased outwith the extended dates will be subject to our usual 28 day return policy

How do I create an account?

The first step is to click ‘My Account’ on the top right corner of the site, and then choose ‘Create Account’ to start the process.

How do I reset my account password?

Click ‘My Account’ on the top right corner of the site, and then choose ‘Login’ to open the Login page. Below the password you can find 'Forgot your Password' to change it.

How can I unsubscribe from the newsletter?

To unsubscribe from the newsletter please email us at customercareSRU@macron.com

Can I ammend my order?

Unfortunately we are unable to change an order once it has been placed; this is due to security around payment methods. if you have you have ordered the wrong item or size please get in touch and we can cancel the item(s) for you.

Can I cancel my order?

In most cases you can cancel an order before it has shipped; if you need to cancel an order and have not had a shipping notification please email us at customercareSRU@macron.com and we will get back to you asap.

Unfortunately if an order has been shipped you cannot cancel - the order would need to be returned for refund as detailed in our returns policy.

How do I know if my order is processed?

You will receive an order confirmation email when your order has been placed. Once you receive the shipment email your order has been processed successfully.

Which payment methods I can use?

We currently accept online payments with a number of credit/debit cards. The current credit cards we accept include:

Visa, MasterCard, Maestro
Paypal

What should I do if I received a partial order?

If you are missing an item from your order please email us at customercareSRU@macron.com with your order details and enquiry and we will get back to you asap.

What should I do if I haven't received my order?

If you have not recieved your order, double check your tracking number for the latest update. If this doesn't help please email us at customercareSRU@macron.com with your order details and enquiry and we will get back to you asap.

Why my discount code does not apply?

Discount codes are only applicable to full price items and expire 30 days from issue.

Please note that all discounts codes need to be applied before orders are completed. We can not apply discounts after orders have been completed or reimburse customers.

Please email us at customercareSRU@macron.com if you have any problems.

When will my order arrive?

UK orders are dispatched using Royal Mail tracked 24/48 services and can be tracked via tracking numbers provided.

All 'standard' orders are shipped on Royal Mail Tracked 48 and should be delivered within 2-4 working days.
All 'express' orders are shipped on Royal Mail Tracked 24 and should be delivered within 1-2 working days.

All international orders are dispatched using Royal Mail and local postal services - items are dispatched on tracked (& Signed) services and can be tracked via a tracking number provided. In most cases orders are delivered within two weeks of dispatch however this may be extended in certain circumstances.

All delivery times are estimated and are not guaranteed. Local holidays, busy periods/seasons and exceptional circumstances may extend these times.

What should I do if I haven’t received my package?

How much is shipping?

Our shipping options are charged as follows;

'Standard' delivery - £4.99

International shipping options charges vary depending on the destination, number of items and the weight of the order. The cost of shipping with be detailed at check out.

I need my goods to be delivered outside the UK. Are there any other charges?

In most countries, customs or import duties are applied once the package reaches its destination. Additional charges for customs clearance must be paid by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary from country to country; our advice would be to contact your local customs office for further details.

Please also note orders to the UAE can only be shipped to PO Boxes or business addresses - we cannot ship to residential addresses.

Can I return my order?

If you are not completely satisfied with your purchase(s) from the Scottish Rugby Store you can return it to us within 28 days of receipt.

Can I exchange an item from my order?

Unfortunately, it is not possible to facilitate an exchange for items bought online, at present the process in place requires the items to be refunded and for a subsequent order to be made.

How do I return my order?

Click here for our returns procedure.

When will I get the refund?

Once we receive the products at the warehouse, we will process it and we will refund you on the original payment method within 14 days. Please note that we cannot refund any underwear, socks or masks unless faulty.

Does Macron product run small?

As Macron is a european company, the sizing does run slightly small across the shoulders; we'd advise to size up if you want a slightly looser fit.

How do I know the correct size of the product?

You can have a look at our SIZE GUIDE. This size chart is defined in the following categories “MEN”, “WOMEN”, “KIDS” or “ACCESSORIES” and the specific category size guide is available based on the product that you select. For the product “MEN”, “WOMEN” and “KIDS” there is a size guide divided into two categories which are Macron size guide and Non Macron size guide so to review this based on the product selected.

For the full size guide please check here.

Macron is a European leader company in the production and sale of sportswear, operating in four main business areas: teamwear - sportswear and accessories for team sports (football, rugby, basketball, volleyball, baseball, handball, futsal, running); merchandising - official kits, free time products and accessories for the supporters of the clubs sponsored by Macron; run & train- technical apparel for individual runners and for training sessions in the gym; athleisure – sports inspired apparel for leisure time, for those who wish to wear Macron even outside pure sports activities. Macron owes its success to the capacity of interpreting the needs and demands of those who do sport, developing high quality and technicality products.

Top clubs chooses Macron because it offers:

bespoke service throughtout the partnership and high quality original products om close collaboration with the club
italian style and attention to details
development of a wide merchandising range and special projects
support to clubs for the development of merchandising business