FAQ

When do the BLACK FRIDAY/ CYBER MONDAY SALES end?

The sale will end 2pm Wednesday 4th December CST. (Australian time zone)

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WHAT METHODS OF PAYMENT DO YOU ACCEPT?

Ryderwear accepts payment by PayPal, Visa and Mastercard. We also have AfterPay available to Australian and American customers.

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WHERE ARE THE ORDERS SHIPPED FROM?

All orders are dispatched from our warehouse located in Australia within 48 business hours of Ryderwear receiving payment of an order. However during this busy period, this can take up to 5 business days for dispatch from our warehouse. Please consider this before purchasing and thank you in advance for your patience during this sale period.

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DO YOU SHIP INTERNATIONALLY?

Yes, Ryderwear ships to most destinations around the world. You can select your country from the dropdown menu in checkout. If for some reason we cannot sent to your country ,we are sorry for any inconvenience.

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WILL I NEED TO PAY CUSTOMS/DUTIES TAXES?

All Ryderwear orders are dispatched from Australia. Any delivery that passes through international customs can be held up depending on your country's customs regulations. All items imported into the EU attract VAT, which is added by customs and paid on the receiver’s end, which is very normal. Any fees incurred by your country’s customs will need to be paid for by you, the purchaser. We wish we could help you more in regards customs but unfortunately it is out of our control. We totally get how inconvenient this can be. Please be aware of this before making your purchase as this could delay your delivery and cost you extra money.

You can find more information relating to this on our website under INTERNATIONAL DUTIES AND CUSTOMS CHARGES: https://www.ryderwear.co.uk/customer-service

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HOW LONG UNTIL MY ORDER IS SHIPPED?

We have doubled our staff numbers over this busy period! Our team are working around the clock to get orders out as soon as possible. When we say “we are doing everything we can to get your order out ASAP”, we really mean it!

We will also make sure to notify you every step of the way. As soon as your order has been shipped, you’ll receive an email notification to let you know! Following this you’ll receive information from the courier with tracking information.

Due to exceptional volumes of orders that we’re experiencing, orders may take 1 to 5 business days to be dispatched from our warehouse from the time of ordering. We’re sorry for any inconvenience!

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HOW MUCH IS SHIPPING AND HOW LONG WILL DELIVERY TAKE ONCE DISPATCHED?

Australia

1-2 business days from dispatch (rural areas up to 5 business days)

- Orders under $150 = FREE regular shipping or $9.90 EXPRESS SHIPPING
- Orders over $150 = FREE EXPRESS SHIPPING

You will receive an email confirmation with tracking details once the order has been dispatched from our warehouse.

United Kingdom

- £5.99 for EXPRESS shipping which comes with tracking and takes roughly 2-4 business days from dispatch, for delivery.
- £1.99 REGUAR Standard air mail which comes with tracking and takes roughly 3-10 business days for delivery.

For orders over £100.00 GBP Regular shipping is FREE!
For all orders over £130.00 GBP Express shipping is FREE!

United States of America

- $9.90 USD for EXPRESS shipping which comes with tracking and takes roughly 2-4 business days from dispatch, for delivery.
- $2.95 USD for REGULAR Standard air mail which comes with tracking and takes roughly 3-10 business days from dispatch, for delivery.

For all orders over $140.00 USD Regular shipping is FREE!
For all orders over $200.00 USD Express shipping is FREE!

International

- $9.90 USD for EXPRESS shipping which comes with tracking and takes roughly 2-4 business days from dispatch, for delivery.
$2.95 USD for REGULAR Standard air mail which comes with tracking and takes roughly 3-10 business days from dispatch, for delivery.

For all orders over $140.00 USD Regular shipping is FREE!
For all orders over $200.00 USD Express shipping is FREE!

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HOW DO I USE A PROMOTIONAL/DISCOUNT CODE?

You can enter the code at the checkout page in the ‘coupon code’ field and then click ‘apply code’. Discount/coupon codes may or may not not be eligible with any existing sales/promotion items. All Ryderwear promotions/sales are subject to availability.

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CAN I CANCEL OR MAKE A CHANGE TO AN EXISTING ORDER?

During this busy period it’s almost impossible for us to cancel orders once processed. However, you're welcome to refuse delivery upon arrival and it will be sent back to us. Once we receive it back to our warehouse, we will process for a full refund (minus the cost of shipping). Alternatively, if you do accept delivery and then want a return, just let us know and we will assist you.

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CAN I RETURN ITEMS ON SALE (and non sale items)?

Yes of course! (BUT NOT ON ITEMS IN THE OUTLET PAGE) And we have even extended our return policy until January 31st 2020.  So now is the time to stock up on those Christmas gifts.…’cause we got you covered!

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CAN I RETURN ITEMS ON FROM THE OUTLET PAGE?

No. Items purchased from the Outlet Page are discontinued and are non-refundable. They cannot be exchanged or returned so please choose wisely.

Please note: this does not include general Black Friday sale items or if using discount codes. You are still eligible for a refund or store credit on discounted sale products, just not those items allocated in the OUTLET page or labelled OUTLET on the product image.

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IF I MAKE A RETURN, CAN I KEEP MY FREE BF GIFT? (BAG, SHAKER, WATER BOTTLE)

If you’re returning less than 50% of your order total (minus shipping costs), then you may keep the Free Gift as compliments from Ryderwear. If you are returning 51-100% of your order total (minus shipping costs), you must also return the Free Gift. If the Free Gift is not returned with your order return, we will reject and send your parcel back without a refund.

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HOW DO I MAKE A RETURN?

It’s super easy! Here’s how…

Please note we have extended our holiday and sales returns to Jan 31st 2020

1. Head to our website and scroll to the bottom of the page. You will notice a link to ‘returns/exchanges’. Click this and then enter you order number and email, and click ‘return items’. Please use the email address that was used to place your order with.

2. Your return request will then be submitted to us. Now just wait to hear back from us before proceeding to the next step. This can take up to 2 business days (not weekends) before you hear from us so please sit tight! Any problems with this step and just email us at sales@ryderwear.com.au

3. For Australian orders, goods must be returned to us within 14 business days of the date you requested your return (we allow 20 business days for international orders outside of Australia). Please note we have extended our holiday and sales returns to Jan 31st 2020

  - For all items on sale, the sale price is final. Ryderwear will ONLY refund you that specific amount. (For example if the sale item being returned increases in price, you will STILL ONLY be refunded the amount you paid, not the increased value amount)

  - Items purchased on sale/special or at full price are refundable. We unfortunately cannot process exchanges.

  - Although we can’t technically exchange, if you do want to repurchase the product but don’t want to pay the ‘after sale’ increased price, we can help you! We will refund you the price you paid on the sale item once returned to us and IF and only if that product is still hopefully in stock, we will ask you to purchase it at the current price and then we will refund you the difference (the difference being the amount the product has increased by since your first purchase during the sale). So essentially you can buy the product again at the sale price you originally paid. Your happiness is important to us so we have added this service to our policy during these sales periods!

  - Returned items must be in original unworn condition with tags ATTACHED. Any items returned with makeup/fake tan stains, pet hair, odour or any marks will be rejected and returned to you. If returning shoes, the soles of the shoes must be clean; if dirty or marked we have the right to refuse and it will be shipped back to you. Please ensure the laces are loose and not left tight to avoid damage to the exterior of the shoe which could result in a return refusal. We also need the shoe box back in its original condition (no tape or writing on it please)

  - Please be advised that all postage and handling costs will be incurred by the customer, not Ryderwear. these are non-refundable and will not be covered by Ryderwear (unless faulty or not as ordered). Ryderwear is not responsible for return packages should they not reach us, so please retain your proof of postage. We strongly advise to ensure your return/exchange is sent back to us via a trackable shipping method.

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WHAT ABOUT WARRANTY?

All Ryderwear products have a warranty period of 3 months from the date of purchase. We will replace all items with a manufacturing defect, but as a general rule, any orders outside the three month period (from date of purchase) will not be covered under warranty and we do request clear pictures in order to assist further.

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HOW LONG FOR MY RETURN TO BE PROCESSED

Returns are processed within 5 business days* of your parcel being received back to us, and once your return is processed, you will be sent email confirmation.

*Please note during this busy sale period, this could take up to 14 days from parcel being received by us. We thank you for your patience.

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MY ITEM IS FAULTY…WHAT NOW?

If you have received an item which you believe to be faulty, please don’t hesitate to contact our customer service team at sales@ryderwear.com.au with clear photos and a detailed description as well as your order details (order number and email address associated with the purchase). We will help you from there!

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I still have a question ….how do I contact customer service?

If you have any other questions at all, then hit us up! – sales@ryderwear.com.au

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Due to a crazy high volume of enquiries over this period, please note that you may experience a delayed response. We aim to respond within 48 hours. However, if you receive an auto-response from your email please don’t stress. We have your email and are working on resolving it as soon as possible :)

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