Customer Service

Q.         How does your sizing run?

A.         This is by far the most frequently asked question we receive and with good reason. There is precious little consistency in the world of fashion when it comes to sizing. This is particularly true in cycle wear as most cycling jerseys today are sized and fashioned after European cycling team kits. These are not only designed for an athletic build they are designed for Europeans. When you combine that design criteria with plastic fabric you get what we refer to as a Euro-Squeezy fit.

We describe our fit as "true to size". Maybe we should say "true to American size". We often say everyone fits two sizes. Our Merino jerseys are a little unusual in that they utilize a "knit to shape construction" as opposed to the more typical “cut and sew” method of construction. What this means is that one can choose a slightly larger size than one might normally, combining the knit to shape construction with the hugging nature of wool a larger size will tend not to be too baggy. As an example, if you like a technical fit and will be wearing it against your skin or with a shear base layer and you normally wear a large sport shirt choose a Lg. size. If you prefer a more relaxed fit or think you may want to wear it over another jersey and you normally wear a large sport shirt, we would suggest choosing an XL size.  For a link to our Sizing Chart, click here.

Furthermore, at anytime if you would like to tell us your height and weight and intended usage, we will be happy to advise you on size selection.

Q.         Do you ship to the U.K. (internationally)?

A.         The question should be “do we ship internationally” but the number of requests from the U.K. specifically, is so overwhelming we put the question up as is. The simple answer is that we ship anywhere in the world that our friends at Fed Ex serve which as far as we know is pretty much the whole planet. You can submit your ship-to information in our store and it will give you real time shipping quotes for your location. As for the U.K., we are very proud of the fact that we send more jerseys to the U.K. than any other location in the world except one, as no one knows wool like a Brit (except maybe an Aussie and we send a hell of a lot of jerseys there too). We have a prize for the first person that can correctly identify the #1 place to which we ship (hint: it is a U.S. state).

Q.         Do your wool jerseys shrink?

A.         The simple answer is no, but with conditions.

One may notice a little tucking in the length depending on your washing and drying technique, and the jersey is sized to accommodate that, but if you follow proper washing instructions i.e. machine wash in cold water/delicate cycle, with a Woolmark approved soap and air dry on the flat. You will not find any appreciable change in the size or shape of your garment.

Q.         Does EWR create Custom jerseys?

A.         Yes we do, quite a few actually, for some of the best brands, bike shops and companies in the world. For more detailed information on the various custom programs we offer please click here.

Q.         What is Merino wool?

A.         In the dress-goods and knitting trades the term "Merino" implies an article made from the very best soft wool. In reality Merino is a breed of sheep. It is inarguably the most economically influential breed of sheep in the world, prized for its wool. Super-fine Merinos are regarded as having the finest and softest wool of any sheep. The thinner the fiber, the softer and more expensive it is. Merino wool is generally less than 24 microns in diameter. Basic Merino types include: strong (broad) wool 23-24.5 microns, medium wool is 19.6-22.9 microns, fine 18.6-19.5 microns, superfine 15-18.5 microns and ultra fine* at 11.5-15 microns. There is more on micron diameters and their importance in the answers below. EWR jerseys are primarily made from Merino wool fibers between the fine and medium range as we find this to be the optimum combination of softness and economic value.

* Ultra fine = ultra $   e.g. a men's suit made from sub-12 micron Merino could cost in excess of $10,000.

Q.         I am allergic to wool, it makes me itch, is your Merino wool different?

A.         The greatest liklihood is that you are in fact “NOT” allergic to wool as wool is among the most hypo-allergenic fibers available in the world today and cases of an actual allergy to wool itself are rare.

Q.         OK, so it’s not an allergy. Why do I itch just thinking about wool?

A.         Blame your mother; it is the broad wool fiber pants she made you wear in first grade that has poisoned your thinking.

It’s about micron diameter (see above). The wool fiber is a miracle of evolutionary design that has taken over 2 million years to perfect. One critical design element that helps wool perform the way it does is that the fiber itself is covered in a sheath of scales, not unlike the tiles of a roof. In larger diameter wool fibers (like the ones in your first grade broad wool pants) the scales themselves are large enough that their points can actually wiggle between the pores of your skin causing a tickling or itching sensation. As the diameter of the wool fiber decreases the size of the scale decreases as well. At a point from around a medium (19.6 -22.9 micron) wool fiber to a fine (18.6-19.5 micron) wool fiber the scales become so small that their points no longer fit into your pores and the material becomes silkier and softer against the skin. Some people are more sensitive to this than others but nearly everyone agrees that EWR’s wool jerseys are soft and silky to the touch.

Q.         Where do you make your jerseys?

A.         All designs are done in our Cambridge, MA. offices. Our wool is sourced from Australia and New Zealand. Weaving and sewing is done in Shanghai, China.

Q.         Why do they cost so much?

A.         Is it cost or value? Yes, wool is pricey, but when it comes to the value proposition it is unmatched after taking in the effectiveness of wools ability to regulate temperature, to last for many years, to not retain odor after repeated wearings, therefore requiring fewer washings.

Someone wise once told us when you are buying clothing and you are questioning the cost, divide the cost by the number of presumed wearings to get a true sense of the value proposition. When you look at one of our jerseys lasting for 20 years or more and only requiring a handful of launderings throughout the year, it is easy to pay as little as 10-15 cents per wearing. Even if you don't wear it for 20 years, it's a deal.

Q.         Do you have quantity discounts for cycling clubs or teams?

A.         We do offer quantity discounts to organizations, contact us with your needs and we will answer you directly.

Q.         What weight is your wool?

A.         Wool is measured in grams per square meter, most (not all) of our Merino wool is of a medium weight at around 330 grams per square meter. We find this weight keeps one comfortable over the broadest range of temperature, hot, dry, cold or wet.

Q.         What is 1% for the planet?

A.         1% for the Planet is a growing global movement of nearly 1000 companies (EWR is company #101) that donate 1% of their annual sales to a network of over 1600 environmental organizations worldwide. The mission of this alliance is to use market forces to drive positive environmental change, and to lead by example pointing out the need for us all to be good stewards of the world around us. Click here for more info.

Q.        Why only 1%? I have seen other companies that give 10% of their profits away.

A.         Only1%? Let's think about this. 1% means 1% of total sales not just profits. Let’s use an example of a company that has sales of one million dollars a year, $1,000,000.  Let's give them 5% profit after taxes, that means they made $50,000 in profits, if they give away 10% of that, while commendable, the total contribution is $5,000 not bad, but if that same company were a member of 1% for the planet their contribution would be $10,000, and that is regardless of whether the company made any profit or not.

Q.         Is there a story behind the name Earth, Wind & Rider?

A.         The name is much more than a cute take off on the great 1970’s disco band from Chicago, as much as we may love them, it has little to do with why we chose the name Earth, Wind & Rider.  

The Earth is what we are all on together. The Wind is what we are all in together. The Rider is what we all do on the Earth and in the Wind. While we are a company whose roots are deep in the cycling community we do not see the Rider as being limited to one who cycles. Anyone that is out and active in our environment is a rider; skiers, boarders, walkers, runners, motorcyclists, climbers, surfers if you are out doing it, you are a Rider.

Q.         Why wool?

A.         Our favorite question . . .  Do you need to know more than it is a completely sustainable fiber that regulates body temperature better than any other fiber known to man? See about our products for more info on the wonders of wool.

Q.         Do your jerseys have rear pockets? Alternatively, why do your jerseys have rear pockets?

A.         Most, but not all, of our jersey products have rear pockets. Please see the individual product descriptions for pocket information as it relates to each product. Some are traditional open pockets, some are hidden zippered pockets, some have side seam pockets and still others have no pockets at all. Rear pockets are traditional in cycling jerseys, as a loaded rear pocket does not interfere while riding ones bike and stuff stays in. We find that when we wear our jerseys with pockets in non-cycling activities the rear pockets are invaluable and often fun.

Q.         Why don’t you use longer zippers on more of your jerseys?

A.         Mostly it is about choice. We offer a full line of jerseys with full zippers and we have done custom jerseys for customers that requested ¾ length zippers. We primarily use 6-1/2” zippers as this allows easy donning and removal over the head and yet does not disrupt the line, look and fit of the jersey. It also allows embroidery placement to be uninterrupted on the chest for those that want it.

            We often find those that ask for longer zippers assume they need them because of experience with their plastic jerseys, as this is the only way to regulate body temperature. We contend that wools natural ability to regulate body temperature greatly reduces the need to ventilate by using zippers.

Q.        I love my new jersey but I am afraid I chose the wrong size what is your exchange policy? While I am at it, what is your warranty?

A.         Earth, Wind & Rider will happily return for refund or exchange any product with its original tags and packaging for ANY reason for 30 days from purchase, the buyer is responsible for shipping. Contact us  for details.

After that, for 20 years, Earth, Wind & Rider will repair or exchange (at our discretion) any product if it fails to meet your performance expectations. Product abuse including moth damage is not included in this warranty. Custom and discontinued products may need to be substituted for and substitutions will be of equal or greater value.

Q.         How can I become a dealer for Earth, Wind & Rider products?

A.         It is very simple to become an Earth, Wind and Rider dealer as long as you are already a legitimate reseller. Simply register  or login and modify your profile  and select "Dealer" as your membership type.  We'll be back in touch with you to get you started.

Q.         Do you recommend a particular soap to launder your wool jerseys?

A.         The "Woolmark" certification mark is used to identify goods, which contain wool. Look for any brand of soap that is “Woolmark Approved” and you will not go wrong. We at Earth, Wind and Rider have used many products in our testing and find a product, “Ecover Brand Wool Wash” to be our favorite, as it not only does a great job of safely laundering our wool products but it also does so with respect to the environment.

Q.         I am planning to be in the Boston area and I wondered if EWR has a retail location I could visit.

A.         We do not have a retail location, but we do invite guests to visit what we lovingly refer to as our “World Headquarters.” EWR’s offices are located on the second floor loft of an old Cambridge warehouse. We do ask however, that you please call first just to make sure that you will have someone free to greet you, as we often have other business and may not have someone available at the office.