Customer Service

Contact Us

Ryderwear head office is located in South Australia which is also where all orders are shipped from. Our Customer Experience team operate between the hours of 8am-4pm on Monday-Friday (ACST) Australian Central Standard Time and do not operate on weekends or public holidays, so we ask that you please be patient with responses during this time. Our team will endeavour to respond to your inquiry within 48 business hours (this does not include weekends and public holidays).

Contact email: support@ryderwear.com

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Important Information Before Placing Your Order

All orders are dispatched from our one and only warehouse in Australia. All items imported into the EU attract VAT, which is added by customs and paid on the receiver’s end. In some instances, international deliveries may be held up by customs, which Ryderwear cannot accept liability for. Please be aware of this before making your purchase as this could delay your delivery. We are working towards a European distribution centre so we have greater control over the shipping process to better assist our fans. Postage and handling costs are non-refundable and cannot be covered by Ryderwear (unless goods are faulty or not as ordered). Duties/taxes for countries outside of Australia are also not covered by Ryderwear.

Ryderwear accepts the following payment methods: PayPal and credit card (Mastercard and Visa). Ryderwear reserves the right to cancel orders, including those below the total amount of $20.00 AUD/£20.00 GBP/$20.00 USD, at which point we will notify you by email and will refund all monies paid using the original payment method received.

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International Duties & Customs Charges

All orders are shipped from Australia, therefore all international customers (outside of Australia) may be required to pay applicable duty, sales tax and customs charges upon collection of your order (which is a separate amount to your Ryderwear order). The only charges Ryderwear collect are those stated on your Ryderwear order invoice. We cannot provide an exact amount for any sales tax, duty and customs charges as they are determined by your local government. For further assistance with this, please contact your local government for details.

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International Shipping

Ryderwear ships to most destinations around the world. At checkout, please select your country from the drop-down menu. All orders are shipped from our one and only location in Australia and you will receive an email confirmation with tracking details once the order has been dispatched from our warehouse.

Australia
Regular shipping is $5.95 AUD (comes with tracking and estimated 3-10 business days for delivery).
Express shipping is $9.95 AUD (1-2 business days, rural areas up to 5 business days).
For all orders over $120.00 AUD express shipping is FREE!

United Kingdom
Express shipping is £3.99 GBP (comes with tracking and estimated 2-4 business days for delivery).
For all orders over £80.00 GBP express shipping is FREE!

You can make your selection at checkout in GBP here www.ryderwear.co.uk

United States of America
Express shipping is $5.95 USD (comes with tracking and is estimated 2-4 business days for delivery).
For all orders over $120.00 USD express shipping is FREE!

You can make your selection at checkout in USD here www.ryderwear.com

In addition to the above, customers in New Zealand, Canada, France, Germany, Italy, Luxembourg, Netherlands, Portugal and Spain are eligible for FREE express shipping on all orders above $120.00 AUD, or $5.95 shipping for orders under the threshold.

For countries outside of the above, shipping rates can be viewed by selecting your country from the drop-down menu at checkout. While we can’t provide free shipping to all of our Ryderwear family, discounted shipping prices are offered for orders above $120.00 AUD.

*Due to current worldwide events, some international deliveries may be subject to delays. While it’s important to remember the best things in life are worth waiting for, you can also rest assured we’re doing everything in our power to get your Ryderwear order into your hands as soon as possible.  When making a purchase, we recommend choosing a home address for shipping, as workplaces may experience closures.

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Australian Shipping

Shipping within Australia is via Star Track Express and costs $9.95 AUD, unless your order is over $120.00 AUD then you will receive express shipping for FREE! We aim to dispatch all orders placed before 1pm Australian Central Time the same day. Orders placed after this time will be dispatched on the next business day. While we aim to meet this standard year round, there may be a short delay during busy periods. As soon as the order has been dispatched from our warehouse you will receive an email confirmation with tracking details - please check this hasn't accidentally gone to your junk folder.

All Australian orders shipped to metro areas will be delivered by close of business the next business day after dispatch. Australian orders shipped to rural areas will be delivered within 2-3 business days of dispatch.

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What Countries Don't We Deliver To?

Ryderwear does not deliver to the following countries: Åland Islands, Algeria, Andorra, Anguilla, Antigua & Barbuda, Aruba, Bahamas, Bangladesh, Belize, Benin, Bhutan, Bolivia, Botswana, Bouvet Island, British Indian Ocean Territory, British Virgin Islands, Burkina Faso, Burundi, Cape Verde, Caribbean Netherlands, Central African Republic, Chad, Christmas Island, Cocos (Keeling) Islands, Comoros, Congo - Brazzaville, Congo - Kinshasa, Cook Islands, Cuba, Curaçao, Djibouti, Dominica, El Salvador, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, Faroe Islands, French Polynesia, French Southern Territories, Gabon, Gambia, Ghana, Greenland, Grenada, Guernsey, Guinea, Guinea-Bissau, Guyana, Heard & McDonald Islands, Honduras, Indonesia, Iran, Isle of Man, Jamaica, Kiribati, Kosovo, Laos, Lesotho, Liberia, Libya, Malawi, Maldives, Mali, Martinique, Mauritania, Mayotte, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar (Burma), Nauru, Nepal, Netherlands Antilles, Nicaragua, Niger, Niue, Norfolk Island, North Korea, Palestinian Territories, Panama, Papua New Guinea, Paraguay, Pitcairn Islands, Rwanda, Samoa, San Marino, São Tomé & Príncipe, Senegal, Serbia, Seychelles, Sierra Leone, Sint Maarten, Solomon Islands, Somalia, South Georgia & South Sandwich Islands, South Sudan, St. Helena, St. Kitts & Nevis, St. Lucia, St. Martin, St. Pierre & Miquelon, St. Vincent & Grenadines, Sudan, Suriname, Svalbard & Jan Mayen, Syria, Tajikistan, Tanzania, Timor-Leste, Togo, Tokelau, Tonga, Trinidad & Tobago, Tunisia, Turkey, Turkmenistan, Turks & Caicos Islands, Tuvalu, U.S. Outlying Islands, Uganda, Vanuatu, Vatican City, Venezuela, Wallis & Futuna, Western Sahara, Yemen, Zambia, Zimbabwe.

Due to current worldwide events, Ryderwear has needed to temporarily suspend shipping to countries with closed borders. To date, the countries that have been affected are: India, Mauritius, Russia, Saudi Arabia, South Africa, Ukraine, and the United Arab Emirates. We expect additional countries to be affected as more borders are closing, and we will continue to monitor the situation closely. We look forward to being able to ship to our Ryderwear family in these countries soon and help them live their best life through fitness.

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Can I Cancel or Change My Order?

Our Customer Experience team does their best to try to accommodate those wanting to cancel orders. We are happy to help you cancel or change an order if you need, provided that the order has not been shipped already by our Warehouse Team.  Please email support@ryderwear.com.

Our Customer Experience team’s inboxes are always open, and you always can send us an email, and we will do our best to try and cancel the order. Please understand however that this may not always be possible. 

Please reach out to support@ryderwear.com for any inquiries and/or questions.

We are unable to make size amendments to orders at this time.

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Returns Policy

We are happy to accept a return request within 30 days of the purchase date. All postage and handling costs will be incurred by the customer, not Ryderwear. Ryderwear is not responsible for return packages should they not reach us, so please retain your proof of postage. Returns are processed within 5 business days of being received at our warehouse and once your return has been processed you will be sent an email confirmation. We do not process exchanges but can provide either a store credit or refund for the item/s returned.

For orders placed on or after the 1st March 2020 an extended 60 day returns period will apply. We understand that postal service delays are being experienced worldwide due to the impact of COVID-19 and want to give all of our Ryderwear customers adequate time to lodge a return.

All prices for items on sale are only valid during the sale period and as such Ryderwear do not credit or refund a price difference for items purchased outside of that sale period. Outlet items are non-refundable and cannot be exchanged or returned. 

All returned items must be in original unworn condition with tags attached. Any items of clothing returned with makeup and/or tan stains will automatically be rejected and returned to you. For all returns of our shoes, soles of the shoes must be returned clean, if they are returned dirty or marked, your return will be rejected and sent back. Please ensure the laces are loosened and not left tightened to avoid damage to the exterior of the shoe which will result in rejection of your return. Please also do not use the shoe box to affix return details, sticky tape to etc. Please either wrap or package the box neatly as the shoe box must also be returned in original condition for your return to be accepted.

WHAT IF MY ITEM IS FAULTY?

If you have received an item which you believe to be faulty, please do not hesitate to contact our customer service team at support@ryderwear.com with clear pictures and a detailed description as well as your order details (order number and email address associated with the purchase). We will refund the cost of return and arrange a replacement if the item is found to be defective. 

CAN I RETURN OUTLET ITEMS?

For Outlet items we cannot accept returns for change of mind reasons. However if you believe your item is faulty, please follow the steps outlined for faulty items.

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Shoe Sizing

We have a few styles of shoes so we've provided their details below:

Our D-Maks are specifically designed for use in the gym with weights given their unique flat sole. We don't recommend using them for cardio or casual though given their flat sole. Most of our D-Mak shoes are in men's US sizes unless they are titled 'Ladies', which are in ladies US sizes. Our D-Mak's are made with a D width but can fit up to a 2E width foot. This being said, we always recommend referring to our size chart to determine the best size for you. The size chart can be found next to the display picture on the product page.

Our Neon Yellow Power Trainers are specifically in ladies US sizes and are ideal for training and cardio, you can refer to the size chart to select the best size for you.

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Afterpay

Afterpay is available only to orders being shipped within Australia or to the United States of America. You can find all information relating to Afterpay and how it works here https://au.ryderwear.com/pages/afterpay

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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 3-month period (from date of purchase) will not be covered under warranty and we do request clear pictures in order to assist further.

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

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e-Gift Cards

Ryderwear gift cards are sent electronically in the form of an email within 24 hours of the purchase. If you are purchasing a gift card as a gift for someone, for convenience, you can elect to have the redemption details emailed to the recipient directly instead of yourself. It is important that you enter the correct recipient email address to avoid delays. Any purchases made with a gift card where a return/refund is requested will be refunded back to the same gift card used in the order (no exceptions). You can find our gift cards here https://au.ryderwear.com/products/gift-card

Please note: e-Gift Cards are valid for 3 years from the date of purchase.

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