FAQ
We're here to help! Here are our most commonly asked questions about our items, sizing, shipping, returns and more. Responses are regularly updated and subject to change.
Can't find your answer? Send us a message!
Commonly Asked
Where are you located?
We currently are online only with orders shipped from our shared Sydney warehouse.
Rider SZN products at the moment are exclusively sold through our website riderszn.com and do not have any official partnerships or re-sellers.
How often do you launch new items?
All of our products have been designed in Sydney and go through multiple rounds of internal testing before they are released. To us, it's more important to create products we know you'll love and meet our standards.
Will you be doing pop-ups?
We currently run pop up stores at select events which are announced on our events page or on our home page.
If you would like us to appear at your event, please email us at hello@riderszn.com
How can I get more involved with the brand?
We love seeing our community engage with us on socials and always keep an eye out for those who are actively supporting the brand! IYKYK.
We're working on a series of events where the broader community can get more involved— so make sure you're signed up to our emails, and check our both our community and event pages to stay updated.
We may also host open RiderSZN shoot sessions, so keep an eye out for those opportunities! In the meantime, our high-production shoots are reserved for existing customers, but there are always ways to engage and be part of the movement.
Wear & Care Instructions
Balaclava Care Instructions
Wear with care – our bally's are light weight by design, so handle it gently. We recommend rolling it on like a long sock to maintain its shape. Avoid pulling forcefully or coming into contact with sharp objects to prevent damage.
- Hand wash: avoid over-wringing, as it may deform the shape. Gently squeeze out excess water instead.
- Machine Washing: gentle cycle with cold water. Use a garment bag—or repurpose the mesh pouch you've received!
- Avoid over wringing out the balaclava .
- Hang dry only (do not tumble dry).
- Store in a cool, dry place away from humidity.
📌 ICYMI: Care instructions are on the silk tag inside the balaclava.
Armoured Hoodie Care Instructions
Wear information:
This armoured hoodie is designed to keep you warm as temperatures drop. For optimal protection, ensure all protectors are properly in place, with the textured side facing inward (check the markings). We recommend using the belt loop clips to secure the hoodie in place. The underarm vents can be opened to increase airflow or closed to retain heat, depending on your needs.
Care information:
- Armoured Hoodies are washable. Turn the hoodie inside out before washing to protect design elements.
- Remove all Armour before washing. When reinserting, check the markings on the Armour—the side labeled "outside" should face outward.
- Wash by hand or on a gentle cycle with cold water. Use a garment bag and wash with like colors to prevent snags from Velcro tabs.
- Wash every few wears to maintain the hoodie’s water-resistant properties.
- Hang dry only—do not expose Kevlar to direct sunlight.
📌 ICYMI: Care instructions are on the hang label and the back of the size tag.
Bamboo Tee Wear & Care Information
Wear information:
Bamboo Stretch tees are ultra soft and designed for light activity. It's not generally recommended for activities that produce excessive sweating as this may create a temporarily rippled effect. Don’t worry though this won’t damage the garment —once the garment dries, it will return to its original look and texture!
Care information:
- Wash in cold to warm water with like colors and a gentle detergent. Avoid bleach or fabric softeners, as they can damage the delicate bamboo fibers and cause discoloration. If using a washing machine, choose the delicate cycle.
- Hang dry or tumble dry on a low setting for best results.
- Iron on a warm setting, avoiding direct contact with any prints.
Shipping & Delivery
What are the Shipping Costs?
Shipping rates can vary depending on your order and region and are calculated at checkout.
Domestic (Australia)
Shipping is calculated at check out and via Australia Post. Shipping is free for orders over AUD$200.
International
Shipping is calculated at check out and via Australia Post.
Do you ship internationally?
Yes we ship globally to most jurisdictions. All orders are shipped via Australia Post, and handed over to your country's local postal service once it reaches your country.
If your country is not available please contact us at hello@riderszn.com
Please note that all additional customs charges and taxes (including VAT) are payable by the receiver. Rider SZN is NOT responsible for any charges incurred for receiving orders Internationally. Rider SZN does not offer refunds to customers for failure to pay duties and taxes associated with their order.
How long until I receive my order?
Our team aims to get all orders out within 24 hours of them being placed with postage collection by 9am (Sydney time) the next business day. Please note estimated delivery times can change depending on the time of year and severe weather.
Domestic (Australia)
- Australia Post Standard: 2-6 business days
- Australia Post Express: 1-3 business days
International (common jurisdictions)
Asia Pacific*
- Standard Post: 4-8 business days
- Express Post: 3-6 business days
US & CA
- Standard Post: 5-9 business days
- Express Post: 3-6 business days
UK
- Standard Post: 4-7 business days
- Express Post: 3-5 business days
Europe*
- Standard Post: 5-10 business days
- Express Post: 4-7 business days
*See Auspost estimated delivery times for specific countries.
How can I track my order?
We have a order tracking tool on our website! This tool will only show the tracking connected to Australia Post.
For international orders, once your order has entered your country, you can enter your Australia Post Tracking number (located in the Carrier section of this page) into your local postal service's tracking system (E.g. USPS, Canada Post) for the latest updates.
For any issues regarding shipping please contact the courier that last had your order e.g. Australia Post
Additional Shipping & Delivery Information
Once an item has been shipped, it is the customer's responsibility to arrange collection and receipt of the item. Rider SZN is not liable for any packages that are stolen, uncollected or sent to the wrong address.
Our complete shipping & delivery T&C's can be found here: Shipping Policy
Returns
Do you offer Returns and Exchanges?
We offer returns and exchanges for some of our collections as long as they remain in their original condition including packaging.
If your item remains unused and in saleable condition, you have 14 days from receiving your parcel to request an exchange. Return shipping costs are not covered, and exchanges are subject to stock availability. If your requested size is unavailable, we will offer store credit or an alternative solution.
- We do not offer returns for personal items including balaclavas or socks for hygiene reasons unless deemed faulty.
- We do not offer returns for customised products.
How do make a Return or Exchange?
If you would like to initiate a return, follow the following steps:
- Login to your account via our customer portal.
- Enter your reason for return and specify exchange requests in the comments.
- Upon approval, you will receive an email with:
- After paying for the label, pack the item in its original packaging and postage box (or suitable protective packaging) and drop it off at your nearest post office with the QR code.
What Happens Next
- Our team will inspect the returned item and process your request.
- If there are any issues, we will contact you directly.
- Approved exchanges will be shipped out as soon as possible.
- All returns and exchanges require 2-3 business days to process.
- Rider SZN retains the right to reject any returned items that are not in saleable condition. See rejected returns policy below.
Returns and Exchanges on pre-sale items
Pre-sale item exchanges are subject to availability. Please see pre-sale terms and conditions.
With each pre-sale, there will be a cut off date where customer's can request changes to their order before it is shipped. Usually 1 week before shipment date. An email will be sent out to notify of the cut off date.