CALL US:

+44 (0) 79 7090 7432
Mon-Fri: 10 am to 4:30 pm
Sat & Sun: Closed


EMAIL US:

help@theriderteam.com


VISIT US:

Our business is primarily online and we do not operate a brick and mortar shop. However, we do entertain customers at our office/storage unit so they can try on our clothing before buying. Please drop us a message before your visit so we can arrange a convenient time.

Unit 93
Basepoint Business Centre
Rivermead Drive
Swindon
Wiltshire
SN5 7EX
United Kingdom

Send Us an Email






Unit 93 Basepoint Business Centre Rivermead Drive Swindon Wiltshire SN5 7EX United Kingdom.

Returns / Exchanges / Cancellations

Returns/Cancellations/Exchanges happen – it’s OK.

We are committed to 100% customer satisfaction so glance over these instructions and contact us.

RETURNS

  • You may return new unused items within 14 days of delivery for a full refund.
  • The item must be in original packing with tags, unused and fully resalable condition.
  • We’ll pay the return shipping costs ONLY if the return is a result of our error (incorrect item, faulty item, etc.)
  • If you believe your item was damaged while in transit, please contact us within 5 business days of delivery and we will work with you to resolve the issue. We will advise you to take a photo of the original packaging so we may follow up with our courier if needed.
  • You should expect to receive your refund within 5 business days of us receiving the returned item.

How to Return:

  • Take note of your order number and the condition of the item.
  • No explanation needed, simply email us and give us the order number and which items are you returning.
  • We will notify you of the return instructions including the return address.
  • Please post the item to us at the provided address. When we receive it, we will process your refund with 5 business days.
  • If we find that the product has not been returned to us in fully resalable condition, we reserve the right to refuse a refund on the item.
  • Until we receive the item/s back, it is your responsibility. We will not be held responsible for shipping complications or delays.
  • [Important] If goods are being returned from non-EU countries, then the package and any documentation must be marked: Failed Sale / Returned Goods / No UK Duty or VAT Payable. We are not able to accept returns where we are asked to pay any custom charges/import duties/VAT.

CANCELLATIONS

  • To cancel an order, please contact us as soon as possible.
  • If your order has not been shipped, we will cancel your order and immediately refund your payment. • If your order has been shipped, please start the returns process once you receive the goods.

EXCHANGES

  • We accept exchanges of unused items only. The item must be in original packing with tags, unused and fully resalable condition.
  • Simply email us the order number and the items that you are exchanging.
  • We will notify you of the return instructions including the return address.
  • Please post the item to us at the provided address. Kindly include a short note in the parcel mentioning your order number and size/color required in exchange.
  • We will post you the exchange within 5 business days of receiving the original item.
  • UK customers: there is a re-delivery charge of either £5 (Royal Mail 2nd Class) or £7 (Royal Mail 1st Class).
  • International customers: there is a re-delivery charge to be notified to the customer depending upon the destination and size/weight of parcel.

Frequently Asked Questions

ORDERS & PAYMENTS

How do I place an order?

Our purchase process is very easy: simply browse the products via the menu, select an item that you wish to purchase, and click “Add to Basket”. To complete the purchase, click on the shopping cart icon on the top right hand corner of the screen. This will take you through to the checkout process, where you will enter your shipping address and payment method.

You can also search for a specific item by clicking on the search icon and entering a keyword.

Do I need an account to place an order?

No, it is not required to create an account to place an order on our website. However, by registering with us, you will enjoy the following benefits:
• Manage your account details, order history, email preferences and see your order status.
• Save your address and card details for faster shopping
• Create a Wish List of your favourite products

What payment methods do you accept?

We accept payments via credit card, debit card and PayPal. When selecting PayPal at checkout, you will be directed to the PayPal site to ‘Log In’ and review the amount shown before clicking ‘Pay Now’. Once this transaction is complete, you will return to our website for your order confirmation.

What currency will I be charged in?

All transactions on our website will be carried out in Pounds Sterling (GBP).

Will I have to pay tax and duties?

All orders are shipped from the United Kingdom (UK).
• UK Orders: All UK orders are VAT inclusive.
• International Orders: There may be locally imposed customs charges and import duties. These charges must be paid by the recipient of the parcel (this applies to both retail and wholesale customers). Unfortunately, we have no control over these charges and cannot tell you what the cost would be, as customs policies and import duties vary widely from one country to another.

How can I find the status of my order?

You will receive a shipment notification email once your order is dispatched to your delivery address. If you are having trouble tracking your order, please email us at help@theriderteam.com.

We only ship during business days. Any orders placed after 2:00pm on a business day will ship the next business day. Any orders placed on Friday after 2:00pm UK time or over the weekend will ship out on Monday.

Can I change or cancel an existing order?

We aim to fulfill our orders within 1 business day. If your order has not been processed for dispatch then it is possible to amend or cancel the order. Please contact us immediately via the customer service contact form or email us at help@theriderteam.com.
If your order has already been processed for dispatch then please follow our returns/exchange guidelines.

SHIPPING & DELIVERY

How much is the shipping?

• UK Orders: Standard delivery (2-3 business days) costs £5. Express delivery (1-2 business days) costs £7.
• International Orders: £18 per item.

Where do you ship?

We ship our products worldwide by using appropriate couriers depending upon the destination country. The delivery times for international parcels vary depending upon the destination country.

How do you ship?

We aim to use the best value and most reliable courier operators to optimally deliver your goods to you. In the UK, most of our orders are shipped via Royal Mail. However, whenever appropriate, we may use a different courier to deliver goods.

How long will it take for my parcel to arrive?

• UK Orders: It depends on the delivery service chosen by the customer. Express delivery takes 1-2 business days whereas standard delivery takes 2-3 business days.
• International Orders: International delivery times vary depending upon the destination country.

How do I track my order?

Once your order has been shipped, you will receive an email confirmation of your order, with shipping details and a tracking number. Please use this information to track your parcel. If you are having trouble tracking your order, please email us at help@theriderteam.com.

What if my order arrives damaged?

If you believe your item was damaged while in transit, please contact us within 5 business days of delivery and we will work with you to resolve the issue. We will advise you to take a photo of the original packaging so we may follow up with our courier if needed.

RETURNS & EXCHANGES

What is your return/exchange policy?

• You may return or exchange new unused items within 14 days of delivery. The returned item must be in original packaging with tags, unused and fully resalable condition.
• We’ll pay the return shipping costs ONLY if the return is a result of our error (incorrect item, faulty item, etc.)
• You should expect to receive your refund within 5 business days of us receiving the returned item.

How do I make a return?

• Take note of your order number and the condition of the item.
• Simply email us and give us the order number and which items are you returning.
• We will notify you of the return instructions including the return address.
• Please post the item to us at the provided address. When we receive it, we will process your refund with 5 business days.
• If we find that the product has not been returned to us in fully resalable condition, we reserve the right to refuse a refund on the item.
• Until we receive the item/s back, it is your responsibility. We will not be held responsible for shipping complications or delays.
[Important] If goods are being returned from non-EU countries, then the package and any documentation must be marked: Failed Sale / Returned Goods / No UK Duty or VAT Payable. We are not able to accept returns where we are asked to pay any custom charges/import duties/VAT.

What happens if I have a late return/exchange?

You must notify us within 14 days of receipt of your order if you would like to return or exchange. Any returns outside this timeframe may be accepted at our discretion and may only be refunded as a store credit.

How do I cancel an order?

• To cancel an order, please contact us as soon as possible.
• If your order has not been shipped, we will cancel your order and immediately refund your payment.
• If your order has been shipped, please start the returns process once you receive the goods.

How do I exchange an item?

• We accept exchanges of unused items only.
• Please email us and give us the order number and which items are you exchanging.
• We will notify you of the return instructions including the return address.
• Please post the item to us at the provided address. Kindly include a short note in the parcel mentioning your order number and size/colour required in exchange.
• We will post you the exchange within 5 business days of receiving the original item.
• UK customers: there is a re-delivery charge of either £5 (Royal Mail 2nd Class) or £7 (Royal Mail 1st Class).
• International customers: there is a re-delivery charge of £18.

HOW TO MEASURE JEANS SIZE

  • Select a pair of jeans that you already own and are a good fit. Ideally these jeans will not be too worn or stretched.
  • Smooth Out: Lay them out on a flat surface and smooth the fabric out.
  • Measure Waist: Measure the waist by measuring flat across the back waistband. Multiply this measurement by two to get your waist size in inches.

  • Measure Inseam: Measure the inside leg from the crotch to the bottom of the leg.