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how can we help
frequently asked questions
product and general information
An item I want isn't in my local store, can it be sent from another?
your questions...
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faqs
frequently asked questions
how to place your order
How secure is your site?
Do I need to create an account and what are the benefits?
Can I shop with you without creating an account?
By registering will I automatically get marketing emails from you?
What if I forget my password?
Why can't I sign into my account?
How will I know if you deliver to my country?
What payment types do you take?
Will I be charged VAT?
I live outside the UK, will I have to pay import duties or taxes?
At what stage is payment taken from my card?
When will I receive confirmation that my order was successful?
When will I receive confirmation that my order is on it's way to me?
I've made a mistake with my order, can I change it?
I've just confirmed my order, can I add other items to it?
Can I cancel my order?
Can I place my order over the phone?
Do you have a catalogue you can send me?
How can I be kept up to date with all things River Island?
payment
How secure is your site ?
What payment types do you take ?
Do you accept PayPal?
Will I be charged VAT ?
I live outside the UK, will I have to pay import duties or taxes ?
Why can't I pay in my own currency?
Can I pay with my River Island gift vouchers?
Can I pay with a credit note that I received from one of your stores?
I have a River Island store card, why can't I use it to pay online?
What discounts do you offer?
Do you offer free delivery?
I'm a student, can I get a discount?
At what stage is payment taken from my card ?
Why hasn't my card payment gone through?
Why has my payment been declined?
promotion codes
Where do I enter my promotion code ?
Can I enter more than one promotional code ?
I'm using the iPad / iPhone app
Why doesn't my promotion code work ?
When will the discount be applied to my order ?
How many times can I use the same promotion code ?
Can the promotion code be used with other offers ?
What format must I enter the promotion code ?
I forgot to add my promotional code before I confirmed my order...
delivery
UK standard delivery
UK express delivery
International delivery service (outside the UK)
International delivery destinations
Can I have my parcels delivered to an alternative address?
Do you deliver to the BFPO?
Do you deilver to PO Box addresses?
Will I need to sign for my delivery?
What if I'm not home when my delivery arrives?
Has my order been shipped yet?
I still haven't received my parcel, what should I do?
What do I do if there's a problem with my order?
I have received a faulty item?
I have received an incorrect item in my order?
An item is missing from my order?
tracking your order
How will I know when my order has been despatched?
How can I track my order (UK deliveries)?
How can I track my order (outside of the UK)?
The status of my parcel says delivered but I haven't received it?
I still haven't received my parcel, what should I do ?
I think my parcel is lost, what should I do?
What do I do if there's a problem with my delivery?
returns
Exchanging goods
Returning goods
International returns
Returning via store
Returning via postal services
Returning via courier (UK only)
How long have I got to send an item back and get a refund?
Can I return my online purchases to a store for an exchange or refund?
Is there anything that I can't send back for a refund?
I've received a faulty item?
Will my return postage be refunded?
I've sent some items back to you, how will I be refunded?
How long after I’ve sent my parcel back to you will I be refunded?
What if my parcel gets lost on the way back to you?
I've lost my despatch note, what can I do?
How will I know when my order has been refunded to me?
international
International delivery service (outside the UK)
International delivery destinations.
What payment types do you take
Do your prices include sales tax
I live outside the UK will I have to pay import duties or taxes
Why can't I pay in my own currency
Has my order been shipped
How can I track my order (outside of the UK)
How do I return unwanted items (from outside of the UK)
I received a faulty item, I'm based outside of the UK, what can I do
Will my return postage be refunded
Do you have stores outside of the UK
product and general information
The item I want is not available, can I check if it's in a store?
I've seen a sale item that isn't available, can you check in a store?
If an item is available in my local store, am I able to reserve it?
An item I want isn't in my local store, can it be sent from another?
I've seen an item in a magazine, can I find out where it is available?
Where can I find information about River Island sizing?
Do you do different leg lengths on your trousers and jeans?
What ages does your childrenswear fit?
Does your website or any of your stores stock maternity wear?
Do you do petite sizing on any of your products?
Do you offer a tall range?
Do you offer a plus size range?
What is your ethical trading policy?
How do I remove my email address from your mailing list?
Where can I buy your childrenswear and is it available in all stores?
What stores have your Chelsea Girl range?
What stores are stocking your Holloway Road range?
technical
I am having general problems accessing or buying from your website?
Why can't I view the some of the website images?
I'm having trouble with my shopping bag?
I can't sign into my account?
Why hasn’t my card payment gone through?
Why has my payment has been declined?
store information
How can I find out where my nearest store is?
Do you have stores outside of the UK?
How do I find out a store's opening hours?
Can I check availability of any stock in my local stores online?
If an item is available in my local store, am I able to reserve it?
The item I want isn't in my local store, can it be sent from another?
How can I make a complaint about a store?
gift vouchers
Can I buy gift vouchers online?
Can I use my gift vouchers online?
gift cards
Where can I purchase a River Island gift card?
How can I check my gift card balance?
Can I use/redeem my Gift Card online?
Can I purchase a gift card online?
iphone and ipad
Do you have an iphone or ipad app?
Do I have to register when using the iphone or ipad app?
Why won't my iphone or ipad app load?
careers
What career and work experience opportunities do River Island offer?
The item I want isn't available in my local store, can it be sent from a store that does have it?
Unfortunately this is not a service we provide.
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