Help / Frequently Asked Questions
If the answer to your question is not on this page or you need further assistance please contact us.
Does ryos.co.nz deliver internationally?
Yes, we accept international orders and we deliver worldwide.
My Order
How do I order?
Step 1. Choose a catalogue from the menu at the top of the page, e.g. All Blacks, Super Rugby, Air New Zealand Cup.
Step 2. Choose a category from the sub-menu, e.g. The Jersey/Tee shirts/Polo shirts.
Step 3. Choose a product from the pictures in the sub-menu and click on the name of the item to view the item page.
Step 4. If you wish to order the item, then please choose your size, quantity and preferred colour from the drop-down menus.
Step 5. Add the item to your shopping cart by clicking on the 'BUY NOW' button. Then follow the onscreen instructions to complete your order.
If you have any difficultly ordering please contact us
What payment options are accepted?
We accept Visa and Mastercard.
If you do not have a credit card, and live in New Zealand, payment can be made by Direct Credit. Please contact us for further instructions if you wish to pay by this method.
How long does delivery take?
We have three main shipping options, these are:
1/ Standard Shipping (International Post)
Delivery is 7 to 20 working days after handling time*
This is for orders shipped to countries outside New Zealand.
Shipping costs are calculated by the weight of the items ordered and destination they will be sent to.
Please add an item to your cart and then choose your delivery country for a quote of delivery costs for that item.
Delivery takes 7-20 working days after handling time*
Please note:
- The buyer is liable for payment of any country import tax/duty or VAT/GST at the time of entry into the country of destination.
- Parcels sent by this method are untraceable once they have left New Zealand.
2/ Express Shipping (International Courier)
Delivery is 2 to 7 working days after handling time*
This is for orders shipped to countries outside New Zealand.
Shipping costs are calculated by the weight of the items ordered and destination they will be sent to.
Please add an item to your cart and then choose your delivery country for a quote of delivery costs for that item.
Delivery takes 2-7 working days after handling time*
Please note:
- The buyer is liable for payment of any country import tax/duty or VAT/GST at the time of entry into the country of destination.
- Express items cannot be sent to PO Boxes or Private Bags.
- Someone must be present to sign for delivery of the parcel.
3/ New Zealand Courier
This is for orders shipped within New Zealand only.
Someone must be present to sign for delivery of the parcel.
Deliveries are by CourierPost.
Delivery in the North Island will be the next working day (except rural areas which will be 2-3 working days).
Delivery in the South Island will be 2-3 working days.
Please note that these delivery times are after our handling time
*Handling time can take from 1-7 working days.
If you would like your jersey or tee shirt personalized with a name or / number this will take up to an additional 2 weeks.
How much is delivery within New Zealand?
Delivery within New Zealand for parcels up to 9kg is by courier at flat rate of NZ$10.00. This includes South Island and Rural delivery.
How much is Worldwide Delivery?
Worldwide delivery is calculated by the weight of the items ordered and the destination they will be sent to.
We offer international shipping by Standard Shipping (International Post) or Express Shipping (International Courier).
Please add an item to your cart and then choose your delivery country for a quote on shipping costs.
Where is my order?
To find out the status of your order please login to your account. Alternatively you can contact us
If you feel that your parcel may have been lost or delayed, please contact us immediately.
If your parcel is overdue by one month from the expected delivery date, we will need to launch an investigation with our freight provider. This will be done once you contact us to let us know that your parcel has not arrived. Outlined below are the steps that will be taken to rectify the situation:
- Customer notifies ryos.co.nz of the missing parcel.
- After one month stand-down period, we will launch an investigation with our freight provider.
Our freight provider will send a letter asking for the customer to confirm that they have not received the original parcel. - It is important for the customer to sign and return this letter immediately either by fax or by scanning and emailing. Failure to do this will result in the cost of the replacement parcel being charged to the customer’s credit card.
- Once the customers letter is received the claim will be settled and closed.
The Customer must notify us if either the replacement or the original parcel is received at any time after the investigation has been launched.
If the original parcel is received and the replacement parcel arrives, the customer is required to reject delivery and notify us of this by email immediately.
If both the original and replacement parcels are received and the customer decides to keep both, ryos.co.nz will charge for the second delivery and goods.
Replacement orders that require personalization will be at the cost of the customer if the original order is received.
If you have any further enquiries regarding our lost parcel procedure, or would like to notify us of a missing parcel, please contact us.
Incorrect Orders
If you receive any incorrect items in your order, please verify that they are different than what is displayed on your order confirmation.
If the items that are shipped are different than the items that are included in the order confirmation, we will exchange them and reimburse you for the shipping charges that you incur when you send back the incorrect merchandise. We will ship out the correct replacement items immediately once we receive the original items.
If the items that you receive are the same as the items that are included in the order confirmation, but are different than what you intended to order or they do not fit, we will still exchange them for you, but we will not reimburse you for your shipping charges. We will ship out the correct replacement items immediately once we receive the original items.
Please check in the shopping cart and the order confirmation that you receive by email, that the order includes the items, quantities, colours, sizes or other variations that you intended to order.
If you realise that there is a mistake in your order, please contact us immediately, so that we can stop and correct the order before it is shipped, or take other corrective measures if the order has been shipped already.
Please contact us before returning any product.
Returns Policy
If you receive any incorrect items in your order, please refer to the section above incorrect orders.
If you are unsatisfied with your product, please return it to us for an exchange or a full refund (excluding postage) within 14 days from the date of delivery.
Please ensure that the tags are still on the product, that it is still in the original packaging and that the product has not been worn and is in exactly the same condition in which you received it. No customer damaged or worn products will be accepted back for refund or exchange.
In the unlikely event of there being a fault with a garment or accessory, we will endeavour to send a replacement, or we will give you a refund. This includes a credit to your card for the cost of your return postage.
If you have any questions regarding returns, please contact us and we will be more than happy to advise.
Please note that this Return and Exchange policy relates only to purchases made on this website and does not apply to purchases made at other RYOS stores or other websites.
Please contact us before returning any product.
Personalized orders
We will not refund or exchange orders that have been personalized unless the product is faulty.
Exchange Rates
To view the prices on our product pages, shopping cart and checkout in your currency please click on the currency converter. Click on the currency converter and then choose from the currencies shown from the drop down box that appears in the pop-up box. When you have chosen the currency the page will refresh and the converted amounts will appear.
Please note that all currency conversions shown on our site are approximates only and when your credit card is charged the conversion will be done by your credit card company and not by ryos.co.nz
Import Tax / Duty, VAT, GST
The buyer is liable for payment of any country import tax/duty, VAT, GST at the time of entry into the country of destination. ryos.co.nz makes every effort to reduce the chance of duties and sales taxes being charged by Customs agencies. Our packaging, labelling and documentation are designed accordingly. However we do not accept any responsibility for any taxes or duties charged. To find out more information about Import taxes / duties and VAT or GST please contact your local customs office.
RYOS stores
To find your nearest store you can view our store locator by clicking here.
