Most frequent questions

Where is my order?

You can track the current delivery status of your order in your customer account under orders:

  1. Log in to your customer account.
  2. Select your desired order.
  3. Select your delivery and click on the "Tracking" button.

If it is still unclear where your package is currently located, you can contact us via the contact form and we will help you as soon as possible.

Return

Please note that refunds can only be credited via the same payment method used for the purchase.

If you paid for your order with a gift card, the amount will always be refunded to the gift card before any balance is paid.

The refund process can take up to 14 days after we receive your merchandise. If you see in the tracking that we have received your return, please give us the 14 days to review it and credit the amount.

Click here to go to the returns portal.

Returns portal registration

You can return your ordered items for a refund up to 60 days from the invoice date. The returned goods must be in saleable condition. This means that it must be unused, except for the purpose of trying on the product.

Please return your products in the original packaging if possible.

You can easily register your order in our returns portal. You can find the returns portal here: To the returns portal.

Help with your order

Damaged item

If an item delivered by us is damaged or in any way out of order, please use our contact form immediately and write us a message. You can find the form here: To the contact form

We will create a return label for you and of course send you a new product.

Please note that this only applies to products that already have a defect in their original unworn condition and the damage was already present upon delivery.

For all other damages please contact our complaint service via the complaint form. You can find it here: To the complaint form

    Wrong item(s), color, size

    If you have received an incorrect product, please contact us immediately with the following information:

    • Your order number
    • The product you have received and the item number
    • What product did you receive instead?
    • Picture of the wrong product, if possible

    As soon as we receive the information, we will take care of your request and try to solve the problem to your satisfaction as soon as possible.

    Coupon and discount code

    If you would like to use a discount code, please enter it in the "Coupon or Discount Code" field on the Payment Methods page, or use the discount link. The discount will be calculated automatically. Discount codes are valid only once and cannot be combined.

    If you have a coupon code, enter the code in the "Coupon or Discount Code" field on the Payment Methods page. Your updated total will then be calculated automatically. Gift certificates cannot be credited once purchased. Please note:

    If you have paid with a voucher, in case of a return the amount will be refunded back to the voucher.

    For refunds where a voucher has been used, the amount of the voucher will be refunded first.

    Order confirmation
    The receipt of your order will be confirmed by e-mail.

    With the shipment of your order we will send you a confirmation mail. In this mail you will find the link to track your order.

    Order incomplete
    If something is missing from your order, please contact us immediately with the following information to ensure that we can resolve this quickly and efficiently for you:
    Your order number and name of the product you did not receive. Once we have received the information, we will address your concern and try to resolve the issue to your satisfaction as quickly as possible.
    Pre-Order
    Pre-Order items have not yet arrived in our warehouse at the time of your order. However, since they are already on their way from our producers to us, you can still buy them via the pre-order function. As a rule, they will be shipped to you within two weeks.

    If your order contains other items that are immediately available, we will send them together with your pre-order item as soon as we receive it, for reasons of climate protection.

    If you would like us to send you part of your order, please contact us.

    In individual cases, we may also carry out a partial shipment without your express request. If you have any questions about your order or if you are waiting more than 21 days, you can also contact our customer service at any time.

    Desired item sold out

    Don't worry, because there is still a chance that we will get the product back in the assortment. Basically, we can not give you an exact statement when and if an item will be available again. However, we will be happy to send you a reminder as soon as your item is back in stock. You can use the "Notify me" button to have us inform you automatically as soon as the item is available again. Simply enter your email address.

    If you want to get more details about your product availability, you can also contact us via the contact form and we will try to help you as soon as possible.

    Payment

    We would like to make the payment of your order as easy and flexible as possible and therefore offer various payment options.
    Please note that we can only ship your order if you have chosen one of the payment methods listed for your invoice.
    You can find more information about our main payment methods at the bottom of the page.

    PayPal

    You can select payment by PayPal at the end of the online order process. You will then be automatically redirected to the PayPal website for data entry.
    Please note that we will debit your PayPal account immediately after you submit your order.
    For this, it is necessary that both your PayPal account limit and the available credit limit of your payment method deposited at PayPal are sufficient.
    For more information about paying via PayPal , please visit https://www.paypal.com/en/smarthelp/contact-us.

    Klarna
    If you want to make your payment via Klarna , the following steps must be taken into account:
    • Select "Klarna" at the end of the online order process
    • You will now be automatically redirected to the Klarna website.

    After a successful transfer, your order will be confirmed and processed.

    With Klarna you can pay for your orders immediately via instant bank transfer, direct debit or credit card.
    Or you can pay your invoice within 14 days and only pay for the items you actually want to keep.

    You must be at least 18 years old to pay with Klarna and have a valid registration address and bank account.
    For more information on how to pay using Klarna , please contact Klarna Support at https://www.klarna.com/customer-service/.

    Credit card
    You can select payment by credit card at the end of the online ordering process. We accept credit and debit cards from Visa- and Mastercard.
    Amazon Pay

    You can complete your payment through Amazon Pay. Please note for this:
    After you have logged in to your customer account, simply accept the terms of use and then you can complete your online order process.

    If you have any further questions about this payment method, please contact Amazon Pay customer support at https://pay.amazon.de/help.

    More payment options

    Moreover, we offer four different express payment options. These include: PayPal, Amazon Pay, Google Pay and Shop Pay.

    Each of these options requires a corresponding customer account in which information such as the delivery address, billing address and a means of payment (for example, credit card) is stored. This information is transmitted to us in encrypted form, which enables a simplified and quick check-out.

    Shipping

    Where do you deliver my order?

    We deliver to all countries served by our shipping partners DHL Paket and DHL Express.

    Please note that for deliveries outside the EU, import duties and customs charges are levied by the respective local authorities. It is a legal requirement that we declare the total value of the contents of all deliveries.

    Local import duties and taxes are collected by the supplier on behalf of the local customs authorities.

    FOR SWITZERLAND:
    Since 08.08.22 we offer you a webshop designed for you. In the product price and the shipping costs are already included the costs for customs and VAT of your country.

    Do you ship to Switzerland?

    For shipping to Switzerland please use our Swiss webshop. You can find it here: To the Swiss Webshop

    Here you have the possibility to pay in Swiss Francs.

    The prices displayed in CHF already include all import fees, such as customs duties or VAT. So you don't have to worry about anything and the order will be delivered to you as if it was a domestic order.

    We take care of the customs costs, the registration of the goods and all issues related to the import.

    If you have any further questions about this topic, you can easily fill out our contact form.

    How long does shipping take and what are the shipping costs?

    Immediately available items we usually deliver within Germany in 2-4 business days.

    We offer you free shipping from the following purchase values:

    Country Estimated shipping time Shipping costs
    Germany 2-4 workdays 5,00 € (free shipping from 100,00 €)
    EU 5-8 workdays 10,00 € (free shipping from 100,00 €)
    Switzerland 3-5 workdays 25,00 CHF (from 150 CHF free of charge)
    Canada, Mexico, USA 6-10 working days 24,99 €
    rest of the world 8-10 workdays approx. 29,99 € (depending on the country, there may be small deviations)
    Where is my order?

    You can track the current delivery status of your order in your customer account under orders:

    1. Log in to your customer account.
    2. Select your desired order.
    3. Select your delivery and click on the "Tracking" button.

    If it is still unclear where your package is currently located, you can contact us via the contact form and we will help you as soon as possible.

    Express shipping

    We offer express shipping for the following countries:

    Please note that we do not have express shipping in Germany.

    Express shipping

    Country Delivery time Shipping costs
    Switzerland 25 CHF
    Luxembourg, Monaco 2-4 workdays 14,99 €
    UK 2-4 workdays 19,95 €
    Rest EU 2-4 workdays 18,99 €
    Canada, Mexico, USA 24,99 €
    Can I change my shipping address later?

    During an order you can change your delivery address in the step "enter new delivery address". Unfortunately, address changes are no longer possible for orders that have already been placed.

    However, these two options are available to you:

    1. You can contact the selected shipping partner and try to redirect your package.
    2. If the delivery address provided cannot be found or your shipment cannot be delivered, the shipment will be returned to us, inspected and we will refund you upon receipt of the shipment.

    If you still need help and support from us, you can contact us via the contact form and we will help you as soon as possible.

    Repairs, Complaints & Defective Items

    We are athletes and our shared passion for sport is what drives us. In Cologne, each of our products is developed by us down to the smallest detail, manufactured in close cooperation with producers from Europe, and then tested by us. All this so that high-quality products and innovative technologies allow us and you to focus fully on the here and now.

    However, if one of your RYZON products is defective or has defects, we offer you our complaints service. Often the entire product does not have to be replaced, but can be repaired by us. This way we save resources together and ensure more sustainability in sports.

    You can find more information about our complaint service here:

    RYZON Complaint service

    Products

    When is an item available again?
    If items are only temporarily out of stock, you can reserve them online. There you will find an estimated delivery date: If you are not offered this option when purchasing your desired product, please contact our customer service. They will be able to provide you with possible options and more detailed information.
    What size do I need?
    Here you can find our size chart. If you need help with the size selection, please contact us directly.
    Do you have gift certificates at RYZON ?

    You can buy vouchers here in our store in different values:
    25€, 50€, 100€, 150€, 250€, 400€, 500€.

    To the gift vouchers

    Where can you buy RYZON ?

    Locations & Stores

    You can conveniently purchase RYZON via our webshop. As well as in our flagship store in Cologne or our concept store in Munich. Furthermore you can find us at numerous events and pop-up stores. Here you can find information about our RYZON events.

    Direct Sales
    We offer our customers the best and most exquisite materials. It is also very important to us that our products are made under fair conditions. Therefore, you and our producers benefit from a supply chain that is as direct as possible without detours via wholesalers and middlemen.

    Another essential aspect of this distribution model is the direct and immediate exchange with our customers. We are constantly trying to improve our products even further, whereby the direct feedback helps us a lot.

    Fire

    Where can I learn more about you?

    We are always happy to be part of media reports or exciting content formats. The following links will give you further insights into our company and our work.

    What does direct sales mean?

    Since the first day, we sell our products directly to you. With no dealer margin, we can offer you the best product at the best price. That means for example: made from certified fabrics at carefully selected production sites in Europe. We ship worldwide - without detours to you. If you have any questions or problems, we are your direct contact and can respond to your individual needs.

    Where do your fabrics come from?

    The fabrics for our products come mostly from selected, certified knitting mills and weaving mills in Europe. We source a few materials from Asia because we have not yet found comparable quality in Europe for certain products.
    We are in close contact with the manufacturers and therefore know the exact origin of all our fabrics. Meanwhile, we can also increasingly track where the yarns of the materials come from - if they are not even twisted by the fabric manufacturer himself.

    Where do you come from?

    RYZON was founded in Cologne in 2016. To this day, our headquarters and flagship store are located in the heart of Cologne - and we intend to keep it that way.
    We also have two other permanent stores in Munich and Girona (Spain). In other places in Europe we are represented from time to time with temporary pop-up stores.
    The majority of our products are manufactured in Europe. This creates a spatial proximity to our producers, which we appreciate very much.

    Who is behind RYZON?

    In 2016 Mario, Fabian and Markus founded RYZON . Read more about the founding story here. Since then, so much has happened and many like-minded people have joined the journey. Find out who they are here at People behind the brand.

    What is important to you in the development of your products?

    Our products represent a careful balance of functionality, comfort, and sophisticated aesthetics. They is the result of extensive testing and constant optimization. It is our claim to rethink highly-functional sportswear every day and to keep raising standards through innovation and creativity. This also applies to responsible sourcing and production. Currently, we are already largely in Europe and can thus guarantee high quality in fit, workmanship, and material of our products.

    What does "corporate responsibility" mean to you?

    We are part of the apparel industry - and thus find ourselves in one of the greatest areas of tension of our time. But instead of being the problem, we want to be part of the solution. We want to combine the development of premium sportswear with community-minded action and make decisions every day that we can stand behind 100%. By taking responsibility for our actions, we want to work with you to change the sportswear industry for the better. Through awareness, maximum transparency and a mindful use of resources - on a social, economic and environmental level.

    We already do

    The road is long. But we are walking it with full conviction. Step by step.

    • Our clothing - and thus over 90% of the entire collection - is already completely manufactured in the EU. Through the applicable EU labor law, we can therefore guarantee fair conditions in the manufacture of our products and also short transport routes. At the same time we benefit from a close contact to our producers in Lithuania, Portugal, Romania, Italy, Czech Republic and Germany. A few accessories are manufactured by our long-term partners in Asia, as we have not been able to find comparable producers in Europe.
    • We already source most of our fabrics from certified European embroideries and weaving mills, so we always know exactly where and how they are produced. Increasingly, we can also trace the origin of the yarns.
    • Since 2020, we have been offsetting our annual CO2 emissions from company operations together with Climate Partner. This includes direct emissions (electricity and heat generation, vehicle fleet, fugitive gases) and indirect emissions from purchased energy, business travel, and employee commuting(more on CO2 neutrality at RYZON ). To further reduce our emissions, we changed the electricity provider for our headquarters in Cologne in June 2022. We now obtain 100% green electricity from hydropower through Polarstern.
    • We offer a repair service for damaged RYZON products and thus actively extend the life of your clothing.
    • As part of our refurbished program, we carefully refurbish products with minor flaws and offer them at a discounted price. In this way, we give these products a new life together.
    • With the profit from the sale of the United in Humanity collection we support social sports projects worldwide.
    • For the most resource-efficient shipping of your order, we pack our products in reusable polybags made of 100% recycled plastic and use individually cut boxes.
    • We see it as our obligation to treat the resource "employees" with care, in addition to external resources. We live a corporate culture in which everyone can develop according to their own possibilities and potential. Self-determined, flexible and free working paves the way to self-efficacy and satisfaction.

    The next steps

    We have already been able to implement some small and larger projects, doing our part to make the sporting goods industry better and fairer. But there is still so much more to do.

    • In order to offer you maximum transparency about the origin of our products, we are currently working together with retraced on a transparent supply chain. In our opinion, it is essential to know where products come from and under which conditions they are produced in order to raise awareness and bring about social change in the long term.
    • Indirect emissions generated outside the company, such as from the manufacture of raw materials and precursors, external logistics, and the use and disposal of products, are not yet part of our climate neutrality. We are already working on taking the next big step and also offsetting emissions from the manufacture of our products in the future.

    We, too, are learning day by day and feeling our way into new areas. If you have any questions or input on the topic of "corporate responsibility", please feel free to contact us at any time at info@ryzon.net.

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