Returns
RETURNS
HOW DO I RETURN MY ITEMS?
Our returns process is so simple you can do it while meal prepping!
All you’ll need is your order number and email address, which you can find in your order confirmation email.
Need to get familiar with our returns policy first?
*Due to ongoing Canada Post strikes, we have temporarily suspended returns from Canada. Rest assured that we will honor all returns once postal service resumes. We apologize for any inconvenience and appreciate your patience during this time. If you have any questions about your return, please contact our customer service team.*
RETURNS INFORMATION
• Items can be returned within 30 days of delivery for a store credit. This excludes outlet items (unless faulty).
• We want to find a new home for your activewear, which is why we request that all items are returned in their original unworn condition, with tags attached and must not have any signs of wear, washing, damage or alterations made by you. That means items returned with makeup/tan stains, perfume/body odours, deodorant or sweat patches from those HIIT sessions will not be accepted and will be returned to you!
• When returning our shoes, the soles must be returned clean and unscuffed. Please ensure the laces are loosened and not left tightened to avoid damage to the shoe exterior. Please also ensure the shoe box is wrapped neatly and returned in original condition, with no return details or tape affixed to the actual shoe box itself.
• Swimwear can be returned provided that it remains unworn and is in its original condition, with all tags and protective stickers intact and unaltered. All Swimwear must be tried on over underwear as soiled items will not be accepted for return.
• For health & hygiene reasons, we do not accept returns on men’s or women’s underwear (unless faulty).
• We do not accept returns on any Gift Cards.
• Please ensure your return is packaged adequately to ensure no products are damaged in transit back to our facility.
FAULTY ITEMS
Received an item that you believe is incorrect, damaged or faulty? Please contact our team with clear images, a detailed description of the fault, as well as the order number and email address associated with the purchase. If your claim is justified, we will refund the cost of return and arrange compensation for you, upon the item being received back into our facility.
Claims for orders arriving damaged or with incorrect items must be made within 7 days of delivery. After 7 days, you will be required to follow our standard returns procedure, which is outlined here. Please note that items damaged due to general wear and tear, misuse, or failure to follow care instructions will not be considered faulty.
RETURNS LABELS
For US customers selecting a store credit for their item/s, a prepaid shipping label fee will be charged upon lodgement of their return through our returns portal.
For customers in Canada, Hong Kong and Singapore selecting a store credit for their item/s, a prepaid shipping label fee will be charged upon lodgement of their return. This fee is dependent on the country you are returning from, and can be viewed via our returns portal.
For customers outside of the countries listed above, selecting a store credit for their item/s will generate a plain address label free of charge. Please note, this is NOT a shipping label, and customers must take the package to their nearest post office, and request a shipping label for the package to be sent to the main address on the label.
Please note that if you have paid duties as part of your order, these were paid to your local government and not to Ryderwear. This unfortunately means we are unable to refund any duties charges if a return is made. Instead, you can apply to your local government to have these reimbursed.
If you are having trouble lodging your return, please reach out to our support team who can assist you.
Whilst the global pandemic has subsided significantly, some international couriers are still experiencing slight delays in shipping times for returns. Therefore we ask that you patiently allow up to 14 business days for your parcel to arrive back to us. Rest assured, once your returned products arrive, we endeavour to have them processed within 14 business days.
