CUSTOMER SERVICE

 

 

CONTACT - ONLINE PURCHASE ENQUIRIES


Ryderwear head office is located in South Australia. Our customer service team operate between the hours of 8am - 4pm on Monday - Friday (ACST) Australian Central Standard Time (we do not operate on weekends or public holidays).

We will endeavor to respond to your online enquiry within 24-48 business hours (this does not include weekends and public holidays). Contact Email: sales@ryderwear.com.au


IMPORTANT INFORMATION BEFORE YOU ORDER


All Ryderwear orders are dispatched from our one and only warehouse located in Australia. All deliveries, that pass through international customs can be held up by customs, for many reasons. This is not something we delegate, let alone control. Costs to collect from customs is not determined by us either, they are determined by the local government and paid on the receivers end, which is very normal. We are working towards a European distribution center so we have greater control over the shipping process to assist our fans. 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.

 

Ryderwear accepts the following payment methods: PayPal and Credit Card (MasterCard, AMEX and Visa). Ryderwear reserves the right to cancel any order at our discretion. If your order is cancelled, we will notify you via email and a full refund will be processed using the original payment method received.

 

Ryderwear does not accept liability for delays in delivery (e.g. unforeseen circumstances, natural disasters, strikes etc.) Ryderwear offers express shipping as an option for international deliveries which we strongly recommend selecting this option to ensure your order comes with tracking.

 

 All colours of garments are reproduced as accurately as possible, however a slight variation may occur in colour and size specifications. Colours may appear slightly different via the website due to individual monitor settings.
 

Postage and handling costs are incurred by the customer and are non-refundable and are not covered by Ryderwear. Duties/taxes for countries outside of Australia are also not covered by Ryderwear.

 

INTERNATIONAL DUTIES AND 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.

 

INTERNATIONAL SHIPPING


Yes, Ryderwear ships to most destinations around the world. At checkout, please select your country from the drop down menu.

 

All orders are shipped within 48 business hours of Ryderwear receiving payment. For international shipping prices, please see below. Ryderwear offer regular shipping, which does not come with tracking, and express shipping, which does come with tracking. For all orders shipped with tracking, a separate email containing tracking information will be sent once the order has been dispatched from the warehouse (usually within 72 business hours of Ryderwear receiving the payment). Postage and handling costs are non-refundable on returned items. In some instances, international deliveries may be held up by customs for reasons outside our control, so please be aware of this when making your purchase. (Please see ‘International Duties and Customs Charges’ section for details).

 

United Kingdom (UK) Shipping: -

- £6.90 for Express Shipping which comes with tracking and takes roughly 3-7 business days for delivery.
- Standard Air Mail is FREE and does NOT come with tracking and takes roughly 7-20 business days for delivery.

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

 

United States (US) Shipping: -

- $9.90 USD for Express Shipping which comes with tracking and takes roughly 3-7 business days for delivery. 
- Standard Air Mail is FREE and does NOT come with tracking and takes roughly 7-20 business days for delivery. 

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

 

Russia & Canada Shipping: -

Due to delivery restrictions, we do not offer Regular Air Mail for deliveries into Canada and Russia.
- $9.90 USD for Express Shipping which comes with tracking and takes roughly 3-7 business days for delivery. 

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

 

DOMESTIC SHIPPING (within Australia)


Shipping within Australia is via Star Track express costs $9.90 AUD, unless your order is over $150 AUD then you will receive express shipping for FREE! All orders placed before 2pm SA time are dispatched same day, otherwise orders placed after 2pm SA time will be dispatched next business day. You will receive an email confirmation with tracking details once the order has been dispatched from our warehouse. 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 can take up to 2 business days for delivery.

 

ORDERING


To place an order from Ryderwear, you may do so via our secure online store. Sale of our products are subject to availability of stock. You can view new and completed orders when you are logged into the website and select the ‘My Account’ option in the header. Alternatively, you can view orders via the email sent to you when you placed the order. If you are already member with Ryderwear, you are able to sign in as a member with your user name and password for purchases. This means a faster checkout process as we already have most of your details on record. Being a member also means you are eligible for special offers, discounts and promotions, and receive our newsletter as well as being the first to know about new products to the Ryderwear range.

 

Once you have found a product you wish to purchase, add it to your shopping cart. You may then proceed to our easy step-by-step checkout by clicking on the ‘checkout’ tab. You will then be asked to either ‘proceed to checkout’, ‘register as a member and also proceed to checkout’, or sign in if you are already a member. This is the beginning of the checkout process and you will then be asked to fill in your details to complete the order, (i.e. Mailing address, credit card details etc.).

Please ensure you double check your order shipping address as your order will be returned if the address is invalid or entered incorrectly.
Then simply follow the steps until your transaction is complete. You will be sent an email with the order confirmation shortly after the order is placed. Ryderwear reserves the right to cancel orders, including those below the total amount of $20.00AUD / £20.00GBP / $20.00USD, at which time we will notify you by email and will refund all monies paid using the original payment method received.

 

Can I make a change to an existing order?

Ryderwear do not permit changes to an order order it has been placed as all orders go straight to our warehouse for dispatch. If you wish to exchange or return your order once you have received it, please refer to the returns, refunds and exchanges policy.

 

WARRANTY


All Ryderwear products have a warranty period of 3 months from the date of purchase. Any orders outside the 3 month period (from date of purchase) will not be covered under warranty.

 

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 pictrues and a detailed description as well as your order details (order number and email address associated with the purchase).

 

MY ACCOUNT


Being a Ryderwear member makes you eligible for special offers, discounts and promotions. You will also receive our newsletter and be the first to know about new Ryderwear products as well as restocked products. As a member you can also proceed through checkout faster when making a purchase, check the status of orders, gift cards, as well as view your order history. To register simply go to ‘My Account’ and ‘Create An Account’. If you have any questions, please don’t hesitate to contact Ryderwear via email sales@ryderwear.com.au

 

SHOE SIZING INFORMATION


Most of our shoes are in mens US sizes except if they are titled 'Ladies' which are in ladies US sizes (please refer to the item description for confirmation of this). Our shoes are made with a D width but can fit up to a 2E width foot but we do recommend referring to our size chart to determine the best size for you. The size chart can be found next to the display picture within the product page.
 

1. The best way to make sure you order the correct shoe size is to use the size chart here
2. You will need to select either "MEN'S RAPTORS" or "WOMEN'S RAPTORS" located at the top of the size chart page (this is the style of shoe, eg, mens sized shoe or ladies sized shoe). The selected option will then be highlighted in Red.
3. Move down the page and select whether the shoe is for a "GUY" or "GIRL" (chosen selection will be highlighted in dark grey).
4. Then, measure your bare foot length accordingly as per the image examples and using the drop down box in the centre of the page select the length of the foot.
5. Lastly, hit the "Choose For Me" button, and your suggested shoe size will be highlighted in the table below.

 

PAYMENT, PRICING & PROMOTIONS


Ryderwear accepts the following payment methods: PayPal and Credit Card (MasterCard, AMEX and Visa). For security purposes, and your protection, Ryderwear reserves the right to hold orders pending verification and you will be notified via email if your order is held.

 

Once you have placed an order, we send the transaction directly to the bank; your details are not shared with any third parties. To ensure safety and security when using your credit card to make purchases, our online system encrypts your details automatically.  If you encounter any problems during the payment process, please contact us via email at sales@ryderwear.com.au  

 

At Ryderwear, our pricing is correct and current as shown on our online store. Occasionally our pricing may change due to sales or special promotions, but these will also appear on the website during that time. Members may be offered special discounts on products from time to time. All prices of our products include GST and is payable on all goods. Prices are shown in Australian Dollars (AU$), US Dollars (US$) or British Pounds (£). Your credit card will be billed in these currencies and your card provider will convert the charge to your local currency if required. We suggest you use a currency converter to get an estimate on what your order will be in your local currency. 

 

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. Items purchased on sale/special are non-refundable and cannot be exchanged or returned. All Ryderwear promotions/sales are subject to availability. Discount/coupon codes are not eligible with any existing sales/promotion items, this includes bundles and gift cards.

 

RETURNS, REFUNDS & EXCHANGES


At Ryderwear, we are happy to exchange or refund your online purchase should you not be entirely satisfied with your goods. Ryderwear must be notified of your wish to exchange or return (refund) goods within 5 days of your delivery date. For Australian shipped orders, the goods must be returned within 14 business days of receipt of the order, and 20 business days for international orders. 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. Items purchased on sale/special are non-refundable and cannot be exchanged or returned. Due to hygiene reasons, Ryderwear does not accept return/exchange of underwear.

 

PLEASE NOTE: All returned items must be in original unworn condition with tags attached. For all returns of our Raptors 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. You will be required to cover postage costs as this is not something Ryderwear cover. 

 

To return goods to Ryderwear please first send an email to sales@ryderwear.com.au with the subject field ‘Returns and Exchanges’ and include the following information in the body of the email and a Ryderwear team member will respond as soon as possible with further instructions:

 

-          Order number (located in email confirmation you received when order was placed)

-          Email address associated to the order

-          Name and contact email address

-          Please specify if you would like to request a refund/return or exchange goods (include details of preferred replacement items if you would like an exchange i.e. item name, colour and size – please also check the website for availability). Please be advised that exchanges are subject to availability at the time of the return being received. We do not hold items for exchange requests. Please note that for exchange requests where the requested exchange item is higher in value than the amount paid for for the returned item, you will be required to make an additional payment for the price difference, therefore you will be issued with a store credit for the amount you paid for the returned item which you can use towards a new order. Ryderwear do not refund for shipping costs as outlined on our website.

 

Postage and handling costs are non-refundable and will not be covered by Ryderwear (unless goods are faulty or not as ordered).

If an incorrect address is provided and the order is returned as a result, then postage costs will not be covered by Ryderwear if you request to have your order resent. Ryderwear is not responsible for return packages should they not reach us, so please retain your proof of postage. Postage and handling costs are non-refundable on returned items.

 

Returns/exchanges are processed within 5 business days of your return being received, and once your return/exchange is processed you will be sent an email confirmation.

 

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 pictrues and a detailed description as well as your order details (order number and email address associated with the purchase).

 

RETURN SHIPPING


Please be advised that 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.

 

PRIVACY & SECURITY


At Ryderwear, we realise that privacy of your personal information is extremely important, privacy being a crucial part of our business, we are also diligent in keeping this information safe and for minimal use. If you have any questions regarding our privacy statement or about your personal information, please email your query to sales@ryderwear.com.au

 

Collecting personal information: due to the nature of our business, Ryderwear require personal information from our customers to complete transactions and provide the best service we possibly can. In accordance with the privacy law, your personal information obtained by us can be accessed by you. We expect that your information is correct and up to date.

 

Your personal information is obtained to process your order and transaction and/or to inform you of certain promotions, new products and important changes to Ryderwear that may interest you. If you do not wish to receive these notifications, you can request so by emailing sales@ryderwear.com.au

 

Ryderwear does not share any information with third parties. Ryderwear does have the right to disclose your personal information as required by the law and when we believe this disclosure is necessary to protect our rights and comply with judicial proceeding, court orders etc. Ryderwear uses SSL encryption technology to process all orders.

 

GIFT CARDS


Ryderwear Gift Cards range from $30-$500 and can be purchased from our website. Gift Cards are sent in the form of an email within 24 hours of 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 instead of yourself. It is important that you enter the correct recipient email address to avoid delays. Once the gift card has been activated, you can check the status and balance in your My Account. Any purchases made with a gift card where a refund is requested will be refunded in the way of a store credit (no exceptions).

 

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