your questions...

contact us

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?