What happens if I don’t collect an order delivered to a store?

A store will hold a parcel for 14 days after it is scanned into store. If you are unable to collect the parcel yourself you can arrange for someone else to collect your order on your behalf; all they need is your order number and proof of their own ID.

If nobody can collect the parcel within this timeframe, your items will be sent back to our Distribution Centre and we will process a refund onto a River Island digital refund card; we will contact you if we need any further information. Refunds will be processed within 14 days of the parcel arriving at our Distribution Centre.

Once a parcel has been returned to our Distribution Centre we are unable to send your order back to you.

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