FAQs

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Orders

HOW DO I KNOW MY ORDER HAS BEEN RECEIVED?

Once you place an order with us, we will provide you with an order confirmation email. If you do not receive your confirmation information within 24 hours, please feel free to contact us to confirm that we have received your order.

HOW DO I KNOW MY ORDER HAS BEEN DISPATCHED?

You will receive an email with your tracking number once your order has been dispatched to the email address you placed your order with. Should you not receive this email within 2-3 full working days of your order being placed, please contact us to follow up.

HOW LONG WILL MY ORDER TAKE TO SHIP?

Australia Post is our chosen logistics partner providing a reliable, trackable nationwide service. We will make best efforts to deliver products within 3 to 10 working days to the address specified by you during the purchase process, with extended delivery time for further regional areas (WA, Far North QLD & NT).

For more information please visit Australia Post.

HOW WILL I KNOW WHEN MY ORDER IS SHIPPED?

Our warehouse will send you an automated email once your order is dispatched with your tracking number included.

CAN I ADD, CHANGE OR DELETE AN ITEM IN MY ORDER AFTER ITS COMPLETED?

Unfortunately, once your order is placed, it is too late to change or delete it. If you would like to change your order after it has been received, we offer free returns, within the terms of our Return Policy.

CAN I CANCEL MY ORDER?

This will depend on whether we have processed and/or dispatched your order. If you want to cancel your order please email our online team as soon as possible by email.

Email: online@ridersbylee.com.au

HOW CAN I TRACK MY ORDER?

Australia Post is our chosen logistics partner providing a reliable, trackable nationwide service. For shipment tracking visit Australia Post.

WHAT IF I HAVE A QUESTION REGARDING AN ONLINE ORDER?

If you have questions about your order, the best way to get in touch is to contact our Customer Service team via our contact us form. Alternatively, you can also email us at online@ridersbylee.com.au

Please note our customer service team is available during business hours, Monday to Friday 9-5pm, we will try our best to respond to your enquiry within 24 hours.

Shipping

CAN I OPT TO HAVE MY ITEM SHIPPED EXPRESS?

No. We use the standard Australia Post service. Australia Post estimated delivery times range from 5-10 days with extended delivery time for further regional areas (WA, Far North QLD & NT).

For more information please visit Australia Post

DO YOU SHIP OVERSEAS?

Riders By Lee only ships within Australia at this time.

WHO DO I CONTACT IF MY ORDER HAS NOT ARRIVED?

If you haven’t received your order within the advised delivery time, the best way to get in touch is to contact our Customer Service team via our contact us form. Alternatively, you can email us at online@ridersbylee.com.au. Our customer service team will contact Australia Post to gather more information on the whereabouts of your order and get back to you as quickly as possible to rectify.

WHY IS MY ADDRESS COMING UP AS INVALID?

Your address may be coming up invalid because it may not be registered with Australia Post. Please contact Australia Post on 137 678 to register your address, please allow 30 minutes for this to register on our checkout. Before continuing to check out, please clear your cache and history in your browser, and check out should work.

If you continue to experience issues, please contact us.

Returns

CAN I RETURN MY ORDER AND WHAT IS YOUR POLICY?

Yes, Riders by Lee® offers you a 30-day Free Return Policy within Australia on goods that have been purchased online (via this website) that are unused and in a saleable condition.

Please visit our Return Policy for more information.

HOW DO REFUNDS GET PROCESSED?

If you choose a refund, we will process this refund via the original payment method you used to place the order.

How long your refund takes and how it is processed depends on the payment method you used when you placed your order, we recommend checking in with your payment provider on their current processing times for further information.

MY ORIGINAL CREDIT CARD USED NO LONGER EXISTS, HOW WILL I RECEIVE MY REFUND?

Our payment system only allows us to ‘reverse’ payment to the credit card used in your original purchase. This means that although your account is closed and your card cancelled, we are unable to transfer funds into a personal bank account or onto a new card. The process may vary between financial institutions so please contact your bank – they will be able to explain the process to transfer your refund from the closed card to the new card.

On the occasion that the refund fails, we will be in contact with you to organise a Manual Bank Transfer.

I PURCHASED RIDERS BY LEE FROM A THIRD PARTY AND IT IS FAULTY / I WANT TO RETURN, CAN YOU ASSIST ME?

Please contact the original place of purchase before contacting ridersbylee.com.au for assistance.

Unfortunately, we are only able to provide exchanges or refunds for items that are purchased through ridersbylee.com.au. If you purchase products through a third party, you will need to contact their customer service team. Should they be unwilling to assist you, please contact us with all the details and we will investigate further.

HOW LONG DOES A REFUND TAKE TO BE RECEIVED BACK INTO MY BANK ACCOUNT ONCE I HAVE BEEN INFORMED THE REFUND HAS BEEN PROCESSED?

Once our returns team has received your return they will inform our customer service team who will then process your refund, this can take up to 15 days to clear back into your bank account.

WHAT HAPPENS IF I CANNOT LOCATE MY PROOF OF PURCHASE FOR A RETURN?

Simply email our online team as soon as you can at online@ridersbylee.com.au

THE ITEM I RECEIVED IS DAMAGED, WHAT DO I DO?

Simply email our online team as soon as you can at online@ridersbylee.com.au

Payment Methods

AFTERPAY

WHAT IS AFTERPAY?

Afterpay is now available online on orders. You can receive Lee purchases now and pay for them over 4 equal fortnightly payments.

Simply add your items to your online shopping bag
Select Afterpay as your payment method at checkout
From here, follow the prompts to create an Afterpay account to pay the first of our four installments upfront.

For more information, visit the Afterpay website.

PAYPAL

WHAT IS PAYPAL?

Paypal is a safe way to pay faster online without entering credit or debit card details each time.

WHY PAYPAL?

Safer - Paypal keeps your financial information securely encrypted so you can pay online with confidence.
Flexible - Link all your cards and bank accounts and choose which one to use at checkout.
Convenient - Pay with Paypal on millions of sites on your computer or mobile, an in apps.
Protected - You can be refunded with Buyer Protection.

For more information, visit the Paypal Website

ZIP PAY

Choose Zip at checkout and own the way you pay. Repayments from as little as $10 a week. No upfront payments. Interest free always.

How it works:

Apply for a Zip account in seconds at zip.co/apply
Add item(s) to your basket and select Zip as your payment method at checkout.
Complete your checkout and pay nothing today. Choose how you pay - weekly, fortnightly or monthly.

Available to Australia customers and shipping addresses only.

Learn more

CAN I INITIATE A REFUND OR RETURN FOR AN ORDER PAID THROUGH AFTERPAY OR ZIP PAY?

Absolutely! If you've used Afterpay or Zip as your payment method at checkout, you're still eligible for our standard refund and return process. Simply follow our regular guidelines for initiating a refund or return. Please note however, that these payment methods can only be returned using our online return process and can not be returned in our retail or outlet stores.

HOW DOES THE REFUND PROCESS WORK WITH THESE THIRD-PARTY PAYMENT METHODS?

Once your returned items are received and inspected, we will initiate the refund through our system. If you've already made payments on your order and wish to return only a portion of it, the refund will be processed for the returned items only, and your installment plan with Afterpay and Zip will be adjusted accordingly. You'll continue with the remaining instalments based on the adjusted order total. The return period remains the same for all orders, regardless of the payment method. Our standard return policy applies equally to purchases made through Afterpay/Zip Pay.

Kindly be advised that when you complete a purchase using Afterpay/Zip Pay as your chosen payment method, Afterpay/Zip Pay covers the full payment for the product on your behalf. In the event of a product return, our standard return processing timeframes will apply, irrespective of the payment method originally used. Consequently, if a payment is scheduled during the period between returning your goods and the completion of your refund processing, it will be necessary for you to settle this instalment. Upon the completion of the return processing and refund, we will initiate a full refund to Afterpay/Zip Pay, who will then reimburse any payments made up to that point.

WILL MY INSTALLMENT PLAN BE ADJUSTED IF I RETURN ITEMS?

Yes, it will. When you return items, the refund amount will be applied to your order and, if necessary, the installment plan with Afterpay, Zip, will be adjusted to reflect the new total. This ensures that you're only billed for what you've kept.

ARE THERE ANY DIFFERENCES IN THE RETURN PERIOD FOR ORDERS USING THESE PAYMENT METHODS?

No, the return period remains the same for all orders, regardless of the payment method. Our standard return policy applies equally to purchases made through Afterpay/Zip Pay.

WHAT IF I'VE ALREADY MADE SOME PAYMENTS BUT WANT TO RETURN PART OF MY ORDER?

If you've already made payments on your order and wish to return only a portion of it, the refund will be processed for the returned items, and your installment plan with Afterpay, Zip, will be adjusted accordingly. You'll continue with the remaining instalments based on the adjusted order total.

HOW SOON WILL I RECEIVE MY REFUND FOR A RETURN MADE THROUGH THESE PAYMENT PROVIDERS?

Once we receive and process your returned items, we will initiate the refund within our standard processing time. Afterpay, Zip Pay will then adjust your installment plan, if applicable, to reflect the updated order total. Our standard refund processing timeframe for all payment methods is 3-5 business days from the date of processing your return. For any additional questions or concerns, feel free to contact our customer support team. We're here to assist you throughout the process and ensure a seamless experience with your refund or return, regardless of the payment method used.

Product

WHERE DOES RIDERS BY RIDERS BY LEE AUSTRALIA PRODUCTS COME FROM?

Riders by Lee Australia is designed by a small devoted team in Melbourne. We source denim from all over the world and work with some of the most reputable European and Japanese mills in the game. We’re super conscious of quality and ensuring all our suppliers uphold tight ethical standards. We work with the best to ensure that you get the best!

HOW DO I FIND MY FIT?

We’ve made it easy to help you find your perfect fit. Use our denim Fit Guide to help decide what style will suit you best. Keep in mind the fit of each style can vary slightly due to unique fabric characteristics.

HOW DO I CARE FOR MY RIDERS BY RIDERS BY LEE PRODUCT?

Please refer to our Care Guide for product care information.

HOW DO I FIND MY SIZE?

Please refer to our Fit Guide or our Size Guides that are located on all product pages for more information and size conversions.

We recommend buying your Riders by Lee denim true to size however you may like to go up half a size for raw/rigid denim styles which are an exception to the rule and can shrink 1/2-1 size when washed.

For fashion items you can refer to the product pages where you’ll find our models measurements and the size they are wearing plus a detailed fit description.

HOW DO I CARE FOR MY RIDERS BY LEE DENIM?

Please refer to the information in our Care Guide. In general it is best to refer to the care label on each individual garment before washing, as they will vary depending on fabric composition and characteristic. If you have any queries please contact us.

HOW DO I GET THE PERFECT FADE OUT ON MY JEANS?

Time. Wear them for as long as you can before putting them through their first wash. This might sound counter-intuitive (and slightly gross) but go with it and you’ll see a lot of changes to colour and tone of your jeans. Aside from that, always wash denim in cold water, right side out. This will ensure your jeans fade just the way you want them to.

WHY DO JEANS SHRINK?

While most fabrics these days are sanforised (pre-shrunk), it’s natural for clothes to undergo some shrinkage. At Riders by Lee, we account for this shrinkage in our fits so despite them feeling tighter after each wash, they should fit true to size for the life of the garment. If you’re ever buying raw (unwashed) denim we suggest buying ½ a size larger to account for the extra shrinkage.

WHAT SHOULD I LOOK FOR WHEN BUYING A PAIR OF JEANS?

It might sound obvious but the most important thing to know about a denim garment is whether it's stretch or rigid, as this will determine the fit and feel. Easiest test is to grab at the hips and pull out to see if they give a little. Secondly, we’d be feeling the fabric to see if the texture, weight and look of the denim is what you're after. Looking at the care label will also help you understand what you’re buying and how to treat them when you get home.

HOW DO I KNOW IF I SHOULD GET MY JEANS TAKEN UP?

The back hem should touch the ground when you don’t have shoes on. Before you do anything, fold the hem up on the inside and try with shoes to check that you’re happy with the length. If you decide you want them taken up it’s best to take them to a professional, they’ll finish them with the right threads and construction technique so they last longer and look original.

E-Gift Cards

HOW DO I USE MY E-GIFT CARD?

Using Riders E-Gift Card couldn’t be easier, you simply enter your E-Gift Card number in the payment section provided at the checkout when you are ready to make your purchase.
Upon receiving Riders E-Gift Card via email you will be presented with an E-gift card number that can be redeemed online.
If the items purchased total less than the E-Gift Card amount, the remaining funds will remain on the E-Gift Card to use on the next purchase, if the items purchased exceed the E-Gift Card amount the remaining value must be paid by card in order to complete the order.
Gift Cards take up to 4 hours to be delivered to your preferred email address.
Items bought using E-Gift Cards can be returned or exchanged but not refunded, only additional monies paid over and above the E-Gift Card will be refunded and a new E-Gift Card will be issued or funds allocated to your existing E-Gift Card applied.

For full details please see our E-Gift Card Terms & Conditions.

Need Something Else

CONTACT US

If we have not answered your question here please feel free to use the form via contact us.

Alternatively, you can email us at online@ridersbylee.com.au or give us a call on 1800 743 665.

Please note our business hours are Monday- Friday 9am-5pm.