Frequently Asked Questions

On this page, we have answered some of the questions we most commonly receive from our customers. If you have any other questions which aren’t answered below, please feel free to contact our friendly team.


Rugbi FAQs


Q.    Where is Rugbi based?

   A. Rugbi is based in Llandarcy Business Park, Neath, South Wales.


Q.    Why should I choose Rugbi?

   A. We are a family business who have been keeping you safe and tooled up since 1990. Rugbi Industrial Supplies started from humble beginnings and has grown and continues to develop, always focusing on our customers’ and staff requirements. We continue to invest in our business and people to ensure we are the forefront of innovation, enabling our customers and staff to have total confidence in our company, including the services we provide.


Q.    What are our Trading hours?

   A. Our trading hours are Monday - Friday 7.30am-5pm.


Q.    Who is your trade counter open to?

   A. Our trade counter is open to everyone including members of public. You do not need an account with us if you are making a purchase through our trade counter.


Q.    I need further assistance, who can I speak to?
   A. Our friendly team are more than happy to help which you can contact via 01792 816670 or emailing


Q.    Where can I find your Terms & Conditions?

   A. Our terms and conditions can be found on our website.


Q. Do you have any accreditations?


ISO 45001 Occupational Health and Safety Management certified.

ISO 9001 Quality Management certified.

RISQS (Railway Industry Supplier Qualification Scheme) accredited.

BSIF (British Safety Industry Federation) registered safety suppliers.



Ordering FAQs

Q.    Is there a minimum order size at Rugbi?

   A. No, just place your order and let us do the rest!


Q.    How do I order from Rugbi?

   A. You can order by phoning 01792 816670, logging into your account online or emailing You can only order online if you have an account with us. Please contact us if you would like us to set one up for you,


Q.    How can I pay for my order?

   A. At the trade counter you can pay by cash, card, or BACS and if you place your order through your online account, you pay online.


Q.    Do you offer product advice?

   A. Yes! We can offer free technical advice for all products. Also, if you are unsure what you require, one of our helpful sales managers can come to you. To set a date suitable for yourself, contact our office on 01792 816670 or

Delivery FAQs


Q.    Can I collect my order from Rugbi?

   A. Yes, in stock items can be collected the same day between 7.30am and 5pm.


Q.    Do you have a delivery fee?

   A. Depending on the value of your order, carriage charges may be applicable.


Q. Do you offer next day delivery?

   A. Yes, we can provide you with next day delivery to anywhere in the UK, on all stock items, where the order is placed before 3pm.


Q.    What is the turnaround time for my order?

   A. The waiting period for your purchase will be disclosed to you by our helpful staff dependent on whether the item is in stock. We aim to get you what you want, when you want and where you would like it in a suitable time frame.


Q.     Do you only deliver local?

   A. No, we deliver all over the UK.


Q.    Do you use carriers or your own fleet of vehicles to deliver my order?

   A. We currently have three Rugbi delivery vans which deliver local to us as well as throughout Wales and parts of England. Where we are unable to deliver your order personally, we have built close relationships with some of the UK’s leading time-critical courier service providers. Integrating with our system allows us to access real-time tracking and proof of deliveries, ensuring you receive your delivery without any hiccups.  


Q.    How do you ensure my delivery arrives on time?

   A. We are in complete control of your order from beginning to end and complete quality checks ensuring your order is completed to the highest standard.


Q.    Will I be notified when my order has been dispatched?

   A. Yes, you will receive an email with confirmation of despatch.


Q.    Do you provide a timeframe for my delivery?

   A. Our friendly delivery team provide you with nominated delivery days, timed slots and can provide you with a text message 30 minutes prior to arrival.



Embroidery, Heatseal & Branding FAQs

Q.  Do you offer branded workwear?

   A. We can supply a range of products with bespoke branding including heatseal, embroidery or transfer all completed in our in-house Production Centre.


Q.  How much does it cost to get my company logo on a garment?

   A. This is dependent on the artwork you wish to put onto the garment. For information on this, contact us to find out more.


Q.     Where can I find information about each product?

   A. Our website shows all product information. If you would like to access prices, you need to log into your account.


Q.    Can I get my Flame Retardant PPE embroidered or heat-sealed?

   A. Yes! We now offer embroidery with flame retardant cotton. Heat-sealing is also available of flame retardant garments.


Q.    Do you offer bespoke signage?

   A. Yes. We do appreciate every workplace has different signage needs and with this in mind we offer “standardised specials.” Choose from prohibition, warning or mandatory safety signs (available in a range of materials and sizes). Send us the symbol and text you wish to use and leave the rest to us!! We can also apply your company logo to the chosen sign. All signs bespoke and manufactured to your specification.


Q. What materials do you offer for signage?

   A. Choose from four materials, Dibond, Foamex, Self-Adhesive Vinyl (sticker) and metal plate.


Q. Do you use a third-party company to complete bespoke orders?

   A. No. All signage, heatseal and embroidery orders are completed in-house in our production centre.



Returns, Refunds & Cancellations FAQs


Q.    Can I return my order?

   A. All non-branded items are able to be returned to us. If your item is a non-stock item which we have had to order in, you will be subject to a re-stocking charge. We will assess each case individually. Please speak to one of our helpful customer service advisors available Monday-Friday 7.30am-5pm for advice. You can do this by calling 01792 816670 or emailing


Q.    What is your returns policy?

   A. All items must be returned within 14 days in a resalable condition and with a valid return number. Please note you will be subjected to a re-stocking charge and branded items are not available for return.


Q.     What is our cancellation policy?

   A. If for any reason you would like to cancel your order, please provide us with a minimum of 24 hours’ notice prior to delivery. Once branded garments are in production, they can no longer be cancelled. Notification for instance, in person, via email, mobile phone or any other means will be accepted subject to confirmation in writing.



Customer Service FAQs


Q.    How can I contact customer service?

   A. If you have any order queries do not hesitate to contact our friendly and helpful team at 01792 816670 or


Q.    Are you able to supply products which do not appear on your website?

   A. We will do our best to source required items for you. Asking us is always worthwhile. Even if the items you seek are not part of our core range, we will make every effort to meet your needs. Call Rugbi and get help from our Product Specialist. 



Supplier FAQs


Q.    Where are your products manufactured?

   A. We only supply products from Brand leading manufacturers that conforms to or exceeds British and European legislation.


Q.    Do you use the same suppliers?

   A. We work very closely with our supply partners and have built close working relationships, enabling us to supply what you want, when you want, where you want, to your complete satisfaction. We pride ourselves on the quality of products we sell, and our exceptional service enabled from our relations with our suppliers.