BallsFrequently Asked Questions (FAQs)
We have listed below some of the most frequently asked questions we receive regarding returns. I hope you find the answers helpful. If you can't see the information relevant to your query please feel free to click the contact us icon on the homepage.
To view our returns procedure and general policy please click here. There you will find details on what to include with the return, where to return it to, the timescale involved and other helpful information.
Do the GILBERT rugby studs conform to IRB and RFU regulations?
YES. Studs no longer need to be kite marked. They are now officially certified by the brand - ALL GILBERT studs conform to IRB and RFU regulations (Law 4 & Regulation 2) and are officially self-certified.
Should I be wearing Hard-toe or Soft-Toe boots?
As a general rule - Hard-Toe boots should be worn by forwards as they offer more protection when actively involved in rucking and mauling, Soft-Toe boots should generally be worn by backs as they are generally lighter and not as much protection is needed.
Why does air come out of the end of the ball when I inflate it?
The air that escapes from the ends of the ball when it is inflated comes from between the bladder and the inner facing surface of the ball. This is NOT the air that is being pumped into the ball, it is air that is trapped between the bladder and inner facing. This is a natural occurance when pumping up any ball. It doesnt necessarily mean that the ball is punctured or has faulty valves.
How much do I pump up a ball and how long does it stay inflated?
All GILBERT rugby balls have a recommended psi (pound per square inch) of between 8-10psi. All balls should be inflated to this pressure - any balls that are not inflated to this pressure will suffer in their performance. If balls are over inflated (e.g. over 10psi) then they will become out of shape and the stitching will become exposed and stretched. Balls should be re-inflated or need topping up after a week or so.
Can I use the GILBERT Match Balls for Training?
Specifically training balls such as XT400 and XT500 should be used solely for training. Higher end Match Balls such as the Revolution X or Barbarian balls should be used - for maximum performance - only in matches, to ensure the best possible performance and save the balls from over-use and subsequent wear and tear.
How should undergarments or protection fit?
Undergarments and protection (specifically shoulder protection) should be tight-fitting on your body. It should be tight enough so that nothing is loose, and thus an opponent can't grab it, but should not be so tight that it restricts any movement.
Does GILBERT protection meet IRB regulations?
YES. All GILBERT protective wear meets the technical specifications of the International Rugby Board (IRB) and is approved for match play. From grass roots and school rugby right through to elite International level.
Can I send/email some pictures for evaluation rather than returning the item?
Although we may be able to make some general comments, we will not be able to make any conclusive offer of action without first hand examination of the item.
Do you loan equipment out while returned items are inspected?
It is not possible for us to offer a nationwide equipment loan service. We work hard to ensure matters are resolved as quickly as possible to minimise inconvenience.
Postage and packing
Please approach your retailer before attempting to return your item directly to us.
Do you have a collection service?
We only have a collection service available where the wrong goods have been sent or where the goods have been delivered to the wrong address.
Which postage service should I use?
We recommend using some kind of signed for delivery however it is best to approach your courier or the Post Office to find the right service to meet your requirements.
How should I pack the item up - can you send me some packaging?
We do not send packaging out for returns. Some people will cut down old cardboard boxes to fit round the product and use bubble wrap to help pad/protect it in transit.
I am not able to make the return through my retailer so will need to send it back to you directly, will you refund the postage?
We do not offer cash refunds for postage or products, however if we despatch a replacement, carry out a free of charge repair or return the original item, you will not be charged for the return postage.
Timescale and communication
Will you contact me on delivery of the item to report your findings?
We try to process all returns as quickly as possible. We do not confirm receipt as part of the booking in process. This is so we can focus our attention on processing the return as quickly as possible.
Can you give me an exact turnaround time; I need a decision on a returned item quickly?
If you have a specific date you need a returns matter to be resolved by, please include details with your returns information or through your retailer. We will do our best to meet the target date but cannot guarantee specific time scales due to changeable factors that can influence the returns procedure. We are normally able to resolve returns matters within 5-10 days (bat repairs typically take 7-14 days).
