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RETURNS

RETURNING ONLINE ORDERS

Please select the country where you would like to return any items purchased in an online order.

Type your country:

Returning via River Island Store

Items bought from River Island online can be returned to our stores within one month of your order date.

Please take the items you’re returning, along with the Despatch Note included in your parcel, to any River Island Store within the following countries:

  • United Kingdom (excluding our Jersey and Isle of Man stores)
  • Republic of Ireland
  • The Netherlands
  • Belgium
  • Sweden

Unfortunately we cannot accept returns to any of our other international stores.

The refund of items purchased online can only be refunded onto the card used to purchase them. In order for a refund to be processed, the person named on the card which was used to process the payment must be present. If the cardholder and payment card are not present, we will offer the refund on a River Island gift card.

PayPal/ iDeal/ GiroPay Customers: Please note that we are unable to process refunds to your PayPal/ iDeal/ GiroPay account at our stores.  Any unwanted items can be returned to a store for an exchange or Gift Card, alternatively, we will process the refund to a Credit/Debit Card in the name of the person on the despatch note. If you wish for your refund to be processed back to your PayPal/ iDeal/ GiroPay account then you must return your order to our warehouse.

For full details please follow the instructions on the reverse of the Despatch Note included in your parcel.

Returning via Collect+, Doddle, Hermes ParcelShop or Royal Mail

If you are a UK customer, you can return your order for FREE via Collect+, Doddle, Hermes ParcelShop or Royal Mail.

To make a return using this service, simply 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 in their original packaging, together with the completed Returns Slip. Please note the following size and weight restrictions for each carrier:

  • Collect+ - Maximum 10kg weight, 90x60x60cm
  • Doddle -  Maximum 16kg weight, 60x50x40cm
  • Hermes - Maximum 15kg weight, 50x50x30cm
  • Royal Mail - Maximum 5kg weight, 61x46x46cm

To produce your unique returns label, click the link above for whichever returns service you prefer or click the link in your order despatch email. Print the label and fix it to the front of your parcel, making sure to cover the original sticker with your name and address on it.

Take the parcel to your chosen location within 14 days of receipt and remember to obtain a proof of postage.

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 any of the four services.

Returning via Courier using River Island Parcel Collection

Returning via Courier (UK only) using the River Island Parcel Collection Service is free and easy to use.

Simply click here arrange a pick up through Hermes Courier Collection or call the number printed on the back of your Despatch Note (included in your parcel).

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.

Print off the Returns Label 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.

Returning via River Island Store

Items bought from River Island online can be returned to our stores within one month of your order date.

Please take the items you’re returning, along with the Despatch Note included in your parcel, to any River Island Store within the following countries:

  • United Kingdom (excluding our Jersey and Isle of Man stores)
  • Republic of Ireland
  • The Netherlands
  • Belgium
  • Sweden

Unfortunately we cannot accept returns to any of our other international stores.

The refund of items purchased online can only be refunded onto the card used to purchase them. In order for a refund to be processed, the person named on the card which was used to process the payment must be present. If the cardholder and payment card are not present, we will offer the refund on a River Island gift card.

PayPal/ iDeal/ GiroPay customers: Please note that we are unable to process refunds to your PayPal/ iDeal/ GiroPay account at our stores. In the Netherlands, Belgium or Sweden, unwanted items can be returned to our stores and we will refund in cash. If you wish for your refund to be processed back to your PayPal/ iDeal/ GiroPay account then you must return your order to our warehouse.  You are welcome to exchange goods bought via PayPal/ iDeal/ GiroPay in our stores as usual.

For full details please follow the instructions on the reverse of the Despatch Note included in your parcel.

Returning via Postal Service

To return an item via international postal services please 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.

Arrange delivery with the local postal service within 14 days of receipt and remember to obtain a Certificate of Posting.

It is important to keep your Despatch Note and Certificate of Posting in a safe place as it will bear a very important, unique reference number. If for any reason we do not receive your parcel or you have a query about your refund, you should quote this number in all communication with us - without this information we cannot refund you.

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 local postal service.

Please do not send any payments with your returns. River Island does not cover the cost of International Returns.

International Returns Service

This is a special service we have arranged with our preferred courier partners to ensure safe, cost-effective returns from the following countries:

  • Australia
  • Austria
  • Belgium
  • Canada
  • Denmark
  • Finland
  • France
  • Germany
  • Ireland
  • Luxemburg
  • Netherlands
  • New Zealand
  • Norway
  • South Africa
  • Spain
  • Sweden
  • USA

Visit the International Returns 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.

International Returns Service

This is a special service we have arranged with our preferred courier partners to ensure safe, cost-effective returns from the following countries:

  • Australia
  • Austria
  • Belgium
  • Canada
  • Denmark
  • Finland
  • France
  • Germany
  • Ireland
  • Luxemburg
  • Netherlands
  • New Zealand
  • Norway
  • South Africa
  • Spain
  • Sweden
  • USA

Visit the International Returns service

Returning via Postal Service

To return an item via international postal services please 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.

Arrange delivery with the local postal service within 14 days of receipt and remember to obtain a Certificate of Posting.

It is important to keep your Despatch Note and Certificate of Posting in a safe place as it will bear a very important, unique reference number. If for any reason we do not receive your parcel or you have a query about your refund, you should quote this number in all communication with us - without this information we cannot refund you.

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 local postal service.

Please do not send any payments with your returns. River Island does not cover the cost of International Returns.


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.

Returning via Postal Service

To return an item via international postal services please 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.

Arrange delivery with the local postal service within 14 days of receipt and remember to obtain a Certificate of Posting.

It is important to keep your Despatch Note and Certificate of Posting in a safe place as it will bear a very important, unique reference number. If for any reason we do not receive your parcel or you have a query about your refund, you should quote this number in all communication with us - without this information we cannot refund you.

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 local postal service.

Please do not send any payments with your returns.   River Island does not cover the cost of International Returns.


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.

RETURNING ITEMS ORDERED IN STORE

If you need to return any items that you ordered at a River Island store, please take the items you’re returning, along with the Despatch Note included in your parcel or your till receipt to any River Island Store within the following countries within one month of your order date:

  • United Kingdom (excluding our Jersey and Isle of Man stores)
  • Republic of Ireland
  • The Netherlands
  • Belgium

Unfortunately we cannot accept returns to any of our other international stores.

You will be given a refund via your original payment method.

EXCHANGES

Currently we are only able to offer exchanges on online orders at River Island stores in the following countries:

  • United Kingdom (excluding our Jersey and Isle of Man stores)
  • Republic of Ireland
  • The Netherlands
  • Belgium
  • Sweden

Please bring your despatch note as proof of purchase.

If you are unable to exchange your item in a local store, please follow the instructions on your despatch note to return your unwanted items back to us for a refund and re-order your preferred item.

Please see the Returning Online Orders section above to view all of the available returns options for you.

MORE INFORMATION

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™, Parcel Collection Service, Collect+, Doddle, or Hermes ParcelShop.

Refunds in the UK are in British Pounds (GBP). Refunds through our non-UK stores are in local currency using a regularly updated exchange rate. Banks and international credit/debit card issuers will determine exchange rates. If you’ve paid for your order using a different currency, you will be refunded in the store’s local currency (Pounds Sterling or Euros) at the current River Island commercial exchange rate.

For detailed information, please see our Terms and Conditions.