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- Frequently asked questions
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- Returning via courier (uk only)
- How To Place Your Order
- Is your site secure?
- How do you protect my personal information?
- Will I receive confirmation that my order is successful and on its way to me?
- Which countries do you deliver to?
- If I register, will I get marketing emails from you?
- What if I forget my password?
- Why can't I sign into my account?
- Will I be charged VAT?
- Do I have to pay import duties or taxes for orders outside the UK?
- When is payment taken from my card?
- Can I place my order over the phone?
- Do I need to create a River Island account?
- 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 currency can I pay in?
- How can I pay on your site?
- Why has my card payment failed?
- Why has my payment been declined?
- Can I add items, change or cancel my order once I've confirmed it?
- Do you accept PayPal?
- Delivery & Tracking Orders
- UK Standard Delivery
- UK Express Delivery
- International Standard Delivery (Outside The UK)
- International Express Delivery (Outside the UK)
- 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?
- What should I do if my order isn't delivered?
- I think my parcel is lost, what should I do?
- Can I have my orders delivered to an alternative address?
- Do you deliver to BFPO addresses?
- Will I need to sign for my delivery; what if I'm not home?
- I've received a faulty item
- I've received an incorrect item in my order
- An item is missing from my order
- Do you offer free delivery?
- Returns
- Exchanging goods
- Returning goods
- International Returns
- Returning a store order
- Returning via stores
- Returning via postal services
- Returning via courier (UK only)
- Returning via Collect+ (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 have 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 Standard Delivery (Outside The UK)
- International Express Delivery (Outside the UK)
- International delivery destinations
- How can I pay on your site?
- What currency can I pay with?
- Do your prices include sales tax?
- Do I have to pay import duties or taxes for orders outside the UK?
- How will I know my when my order has been despatched?
- 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?
- Shopping at River Island Stores
- How can I find 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?
- Which stores offer ordering & collection?
- Order & Collect at River Island Stores
- Which stores offer ordering & collection?
- Do I need an online account to order at River Island stores?
- Where can I have my store order delivered?
- Will I be charged for delivery?
- How long will my store order take to arrive?
- How can I track my store order?
- Will I be notified when my order is ready for collection?
- What if I don’t receive any emails?
- What do I need to collect my order?
- What should I do if my store order is not delivered?
- What if my order is not complete?
- Where can I view details of my store order?
- What time can I collect my order from store?
- How long are orders kept in store for collection?
- What if I don’t collect my order from store?
- What if I need to return an item ordered in store?
- Product & General Info
- The item I want is not available, can I check if it's in a store?
- I've seen an item in the sale that isn't available in my size. Can I check availability in a store?
- If an item is available in my local store, am I able to reserve it?
- The item I want isn't available in my local store, can it be sent from a store that does have it?
- I've seen an item in a magazine that I really like, how can I find out when and where it will be 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?
- Do you have a maternity range?
- 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?
- Which stores stock your Chelsea Girl range?
- Which stores stock your Holloway Road range?
- Do you have a catalogue you can send me?
- How can I keep up to date with River Island products and news?
- Technical
- 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...can the discount still be applied?
- Where can I find your promo codes?
- What discounts do you offer?
- I'm a student, can I get a discount?
- Student Discount
- Gift Cards
- iPhone & iPad
- Careers
Returning via courier (UK only)
Returning via Courier (UK only) using the River Island Parcel Collection Service is free and easy to use.
Simply call the number printed on the back of your Despatch Note (included in your parcel) to arrange a pickup.
Complete and detach the Returns Slip (found at the bottom of your Despatch Note) included in your parcel, making sure to enter the most appropriate reason for the return, and fill in all the relevant details.
Securely repack the items for return, together with the completed Returns Slip.
Peel off the Returns Label from your Despatch Note and fix it to the front of your parcel, covering the original label with your name and address on it.
Please note that the Parcel Collection Service is free but we are unable to pre-arrange specific time slots. The service is most suited to our home based customers as you will need to be available on your specified collection day.
Always make sure that you obtain a receipt when the courier collects.
It can take up to 28 days for a return to be processed once we have received your parcel should you choose to send it back to us via the Post Office™ or Parcel Collection Service.
For reasons of health and hygiene, we cannot offer refunds on food, grooming products, pierced jewellery and underwear. In addition, swimwear cannot be returned if the hygiene strip has been removed.
When returning gifts, cosmetics and electrical goods we would appreciate it if you could return all original packaging.
This does not affect your statutory rights.
