- Home
- How can we help
- Frequently asked questions
- Returns
- What if my parcel gets lost on the way back to you?
- 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
What if my parcel gets lost on the way back to you?
Whenever you send a parcel back to us via the UK Post Office™ or if from outside the UK you use your own Postal Service, please make sure that you obtain a Proof of Postage. We will need this to investigate your parcel if it gets lost on its return to us.
