FAQS

Frequently Asked Questions

How do I make a purchase?
First step is to select shop from the top navigation. This will take you to all the products available on our online store. You can then be selective about what you can see by using the navigation on the left hand side of the screen.
When you find the item you want, simply select your size and 'add to cart'. You will then be taken to the checkout page where you have the option of ‘continue to shop’ or ‘check out’. If you have finished shopping select ‘check out’ which will take you to your shopping bag where you can enter all your details to finalize and place your order!

How can I contact you?
Please send us an email directly at info@ryderlabel.com or call us on 03 9822 8229

Do I have to create an account to place an order?
It is not necessary to create an account to shop with us at Ryder, however there are a few benefits you will receive if you do! Save your address to make future shopping trips even easier and
manage your account details with ease and confidence, including address book and email preferences.

I've forgotten my password! What should I do?
Oops! Follow the 'forgotten password' link on the 'sign in' page. If you do need to email us, please do so at info@ryderlabel.com, however please keep in mind we cannot send your password via email for security reasons.

What should I do if something is wrong with my order?
If you received the wrong item, or if something is missing from your order, we are sorry! Please email us straight away at info@ryderlabel.com and we will sort it out for you as a matter of urgency.
If you believe you have received a faulty item, or you have found what you ordered is not suitable, we do have a risk-free 3 day return policy which you can read more about HERE.

What size should I order?
We know it can be a bit difficult to know what size you are. To help you figure out your size, each product will have size & fit detail specific to the piece so you can determine your selection easily! There is also a universal size chart which you can view below each product for international and Australian sizing conversions. If you have any questions on specific fits please email us and and we will be happy to help at info@ryderlabel.com. Alternatively please call us on 03 9822 8229.

How do I know if an item is in stock?
If you are able to select your colour and size then you are in luck, we have your selected item available. Please note that until you finalise your purchase, your item/s can be purchased by another customer as we do not reserve stock which is held in your shopping bag.
If you do see any other piece on our site that you would like to know more about or find out when it will be back in stock, please email info@ryderlabel.com and we will answer your query.

Do you offer lay-by?
We currently do not offer a lay-by feature within our online store.
We accept Visa, Mastercard, American Express credit and debit cards and PayPal. Please call our store for further lay-by queries on 03 9822 8229. 

What are the delivery charges?
We offer FREE 3 day delivery within Australia using Australia Post Express ePacrel service- on all orders over $50, and a flat rate delivery fee of $30 to the rest of the world, using Australia Post.

What countries do you ship to?
We ship to over 150 countries worldwide!
To find out if we ship to you, please email info@ryderlabel.com

Will I have to pay any duties and taxes on top of my order?
Whilst we offer a flat rate of $30 for shipping worldwide, Ryder unfortunately cannot be held responsible for any possible duties and taxes which may be applied by customs in the country where delivery is made. The responsibility for any custom duties, foreign taxes or other fees which may be imposed will rest with the customer. Please contact your local customs offices if you would like to seek more information regarding taxes and duties. We also unfortunately cannot mark any international order as a 'gift', due to law prohibitions.

Does Ryder ship to multiple addresses?
Unfortunately we are unable to ship to multiple addresses. If you need to send items in your order to different addresses, i.e. for a gift, we suggest you place separate orders for each item. As we offer free shipping, hopefully this doesn't cause too much inconvenience!

Can I add items to an existing order?
Once an order has been finalised and placed, it is not possible to add any items to this particular order. However, thanks to our FREE shipping, it is very easy to just go ahead and place another order for the extra piece/s you want! Any further questions please contact us at info@ryderlabel.com.

Where is my order?
Once your order is dispatched from our distribution center, we will email you with a specific tracking number for your order, which you can track easily and securely!
If you need to contact us for any reason relating to the whereabouts of your order, please email us at info@ryderlabel.com

How can I return an item?
We offer a risk-free 7 day returns policy, for details on how to make a return please click HERE.
When will my refund show up in my account?
Once we have received your item, and your return has been approved we will process your refund onto the payment method in which you used to purchase. Please allow 5 - 10 days for your refund to return to your account.

Do you have seasonal sales?
Throughout the season, we will offer seasonal sales as well as flash promotions!
The best way to keep up to date with all these exciting initiatives is to subscribe to our newsletter HERE

Shipping

Australian Deliveries 

During sale and peak periods, please allow 48 hours for your order to be processed.

If your order is placed by 12:00pm AEST, we are delighted to offer FREE standard delivery to all major metro areas and capital cities- on any order over $50. Orders under this amount will be charged a flat rate of $10. On average orders will arrive within 2-5 working days.

If your order is placed after 12:00pm AEST, it will be dispatched the following business day. If your order is placed over the weekend, it will be dispatched on the Monday. RYDER dispatches all orders from our distribution centre in Victoria, therefore if we receive your order on a Victorian Public Holiday, it will not be processed until the following day.

If you need your order urgently RYDER offers an express service. Orders using express shipping will be charged a flat rate of $10.

To find out if your delivery location is included in the Express Service, please follow this link HERE.

Once your order is dispatched, you will receive an email containing your tracking number which will allow you to see how close you are to receiving your package.

To guarantee delivery, we recommend your parcel be sent to an address where there will be someone to receive it between 9am - 5pm. If you require an earlier delivery please email us for your options at info@ryderlabel.com or call us on 03 9822 8229.

If no one is at your specified shipping address and the courier does not deem the location safe to leave your parcel you will receive a txt or an email providing you with instructions for re-delivery.

All orders are provided with a tracking number.

Please let us know if you do not give authority to leave your order in a safe place.

 

International Deliveries

We deliver to most countries. If your country is not available when using our checkout please email us at info@ryderlabel.com for further options.  

During sale and peak periods, please allow 48 hours for your order to be processed.

Ryder delivers all international orders using DHL which provide a tracking number for all orders.

International orders will have an approximate delivery time frame of 7-10 business days, depending upon your location. If you require an earlier delivery please email us for your options at info@ryderlabel.com

When international orders reach your destination country, they may be subject to customs clearance procedures which can cause delays beyond original delivery estimates.

Please note: Ryder unfortunately cannot be held responsible for any possible duties and taxes which may be applied by customs in the country where delivery is made. The responsibility for any custom duties, foreign taxes or other fees which may be imposed will rest with the customer. Please contact your local customs offices if you would like to seek more information regarding taxes and duties. We also unfortunately cannot mark any international order as a 'gift', due to law prohibitions.

 

Returns Policy 

We understand how tricky it can be to know how a piece will fit before trying it on, and that’s why we offer you a completely risk-free 7 day return policy.

Provided the item is not worn, altered or washed, has the swing tag still attached and is in the original packaging, you may return within 7 days of receiving your item for a full refund.

Please note: For change of mind, we will not accept any returns that are not in the original condition as when purchased.

Sale items:

Sale items are eligible for size exchange when possible or return for a credit note that can be used in store and online. Sale items are not eligible for a refund.

Clearance items:

Clearance items are eligible for size exchange when possible. Clearance items are not eligible for a refund or a credit note.

Returning your order:

When you receive your parcel, you will find enclosed your purchase, and an invoice which includes the Returns information.

If you wish to return an item, it must be returned with the invoice and the parcel labeled with the Return Authorisation Number.

How to receive your Return Authorisation (RA) Number:

Contact us at info@ryderlabel.com and we will provide you with an RA number to accompany your return and information on how to return your parcel. Please include the reason for your return.

To return your parcel:

Please take the parcel to your nearest post office and label it clearly with the return address. We will notify you by email once your return has been received and processed!

Of course we will endeavor to process your refund as quickly as possible, however please allow 5 - 10 business days for your refund to appear in your account.

Refunds will be issued by the same method as to which the item was paid.

Faulty Items:

Faulty items are classified as faulty if they are received damaged, or where a manufacturing fault has occurred within a reasonable time frame.

Please note that items which have been damaged as a result of some wear and tear are not considered to be faulty.

In accordance with ACCC, where possible, we will offer to repair faulty items.

If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability.

You will receive a full refund if the item cannot be repaired or replaced.

For all faulty item queries which fall outside of our Returns Policy, please contact info@ryderlabel.com or call us on 03 9822 8229.