Returns

Store Returns Update

If you have an unwanted item that you purchased in a River Island store from 21st November 2020 and your store has been closed due to government guidelines, you will be able to return items up to 14 days after your store reopens*. To find out if your local store is reopen please click here.

*Purchases made between 1st- 20th November which are subject to our extended Christmas returns policy will be refunded to a River Island gift card

If you would like to return an online purchase please refer to our policy and guidelines below.

Our Returns Policy

  • Products can be returned within 28 days of delivery, collection or in store purchase
  • Items should be clean, unworn and with tags still attached
  • You’ll need your original receipt or returns note
  • For faulty items return via store or postal/carrier services

How can I return an item?

Please select the country you would like to return from.

Select your country:

Returning online orders to a River Island Store

If your local River Island store is temporarily closed, you can return your order via Royal Mail or you can use any of our other return services.

Step 1: Take your items along with your returns note to one of our stores

Our in-store return or exchange service is available in the following locations:

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

We are currently unable to accept returns to any other international store locations or exchange online orders in our Republic of Ireland stores, we’re so sorry for any inconvenience caused.

Your returns note can be found by peeling back your address label located on the front of your parcel.

Returns front label example
Returns peel back the label

Don’t worry if you don’t have your returns note, simply show your despatch confirmation email in store as proof of purchase.

Step 2: Processing your return or exchange in-store

Our in-store team will process the return or exchange for you.

Step 3: Confirmation of the return or exchange

Once we have completed the return or exchange in-store, you will receive an email or paper receipt to confirm this.

Step 4: Refunding your returned items

If you return your order to an RI store in the UK or Republic of Ireland, we will process your return and issue your refund whilst you are in our store.

We will email you as soon as we have issued your refund. Your refund will be visible on your statement between 1 and 10 days after it has been processed, in line with the processing lead times of your payment provider.

Orders placed online using Klarna Pay in 3 are not eligible for an exchange or Refund Card in store.

If we have processed an exchange for you, any refunds due will be handled in store though our till.

Step 5: You are done!

Returning online orders via Royal Mail, Collect+, Hermes Parcel Shop or Asda

Step 1: Find your returns note

This can be found by peeling back your address label located on the front of your parcel.

Returns front label example
Returns peel back the label

Don’t worry if you don’t have your returns note, simply enclose a printed copy of your despatch confirmation email or a written note of the order number with your item(s) as we will need this to process the return at our distribution centre.

Step 2: Complete your returns form

Remember to enter the reason for the return.

Step 3: Repack your items

Securely repack the items and include the completed returns note.

Step 4: Select your preferred carrier service or use the pre-printed Royal Mail returns label, this can be found on your returns note

Step 5: You’re done! Send us your parcel, obtain proof of postage, and wait for your refund

If you are returning a UK order and using an RI returns label, Carrier label or QR Code, we aim to process your return and issue your refund within 10 days of drop off. This includes Royal Mail, Collect+, ASDA or Hermes ParcelShop.

We will email you as soon as we have issued your refund. Your refund will be visible on your statement between 1 and 10 days after it has been processed, in line with the processing lead times of your payment provider.

Returning online orders via River Island Parcel Collection

If you are a UK customer, you can return your order for FREE using the River Island Parcel Collection Service.

Step 1: Find your returns note

This can be found by peeling back your address label located on the front of your parcel.

Returns front label example
Returns peel back the label

Don’t worry if you don’t have your return note, simply enclose a printed copy of your despatch confirmation email or a written note of the order number with your item(s) as we will need this to process the return at our distribution centre.

Step 2: Complete your returns form

Remember to enter the reason for the return.

Step 3: Repack your item(s)

Securely repack the items and include the completed returns note.

Step 4: Simply click here to arrange a pickup through Hermes Courier Collection

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 or time slot.

Always make sure that you obtain a receipt when the courier collects your parcel.

Step 5: You’re done! Send us your parcel and wait for your refund

If you are returning a UK order and using an RI collection service, we aim to process your return and issue your refund within 10 days of pick up.

We will email you as soon as we have issued your refund. Your refund will be visible on your statement between 1 and 10 days after it has been processed, in line with the processing lead times of your payment provider.

Returning an in-store purchase or Store Order

Returning and exchanging In-store purchases

Step 1: Take your items along with your receipt to one of our stores

Our in-store returns or exchange service is available in the following countries:

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

Step 2: Processing your return or exchange in store

Our in-store team will process the return or exchange for you.

Step 3: Confirmation of the return or exchange

Once we have completed the return or exchange in store, you will receive a receipt confirming your return or exchange has been processed.

Step 4: Refunding your returned item(s)

All refunds will be processed to your original payment method. If you do not have the original credit or debit card, then your refund will be processed onto a River Island Refund Card.

Don’t worry if you are returning with a River Island gift receipt, we will still offer a refund, the refund will be processed onto a River Island Refund Card.

Returned items bought as part of a multi-buy offer will be exchanged or refunded at the original price paid.

Step 5: You are done!

If you’re in Ireland, you can return to stores free of charge with an extra 14 days to return your item(s) from the date your local store re-opens. Please bear in mind that orders purchased in Northern Ireland stores can’t be returned to ROI stores and vice versa. If you’re in Ireland or anywhere else, you can carry on posting returns back to us in the UK via the method of your choice. There will likely be an international customs declaration form to complete when you take your parcel to your local postal service.

Returning online orders to a River Island Store

If your local River Island store is temporarily closed, you can return your order via one of our other return services.

Step 1: Take your items along with your returns note to one of our stores

Our in-store return or exchange service is available in the following locations:

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

We are currently unable to accept returns to any other international store locations or exchange online orders in our Republic of Ireland stores, we’re so sorry for any inconvenience caused.

Your returns note can be found by peeling back your address label located on the front of your parcel.

Returns front label example
Returns peel back the label

Don’t worry if you don’t have your returns note, simply show your despatch confirmation email in store as proof of purchase.

Step 2: Processing your return or exchange in-store

Our in-store team will process the return or exchange for you.

Step 3: Confirmation of the return or exchange

Once we have completed the return or exchange in-store, you will receive an email or paper receipt to confirm this.

Step 4: Refunding your returned items

If you return your order to an RI store in the UK or Republic of Ireland, we will process your return and issue your refund whilst you are in our store.

We will email you as soon as we have issued your refund. Your refund will be visible on your statement between 1 and 10 days after it has been processed, in line with the processing lead times of your payment provider.

Orders placed online using Klarna Pay in 3 are not eligible for an exchange or Refund Card in store.

If we have processed an exchange for you, any refunds due will be handled in store though our till

Step 5: You are done!

Returning an in-store purchase or Store Order

Returning and exchanging In-store purchases

Step 1: Take your items along with your receipt to one of our stores

Our in-store returns or exchange service is available in the following countries:

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

Step 2: Processing your return or exchange in store

Our in-store team will process the return or exchange for you.

Step 3: Confirmation of the return or exchange

Once we have completed the return or exchange in store, you will receive a receipt confirming your return or exchange has been processed.

Step 4: Refunding your returned item(s)

All refunds will be processed to your original payment method. If you do not have the original credit or debit card, then your refund will be processed onto a River Island Refund Card.

Don’t worry if you are returning with a River Island gift receipt, we will still offer a refund, the refund will be processed onto a River Island Refund Card.

Returned items bought as part of a multi-buy offer will be exchanged or refunded at the original price paid.

Step 5: You are done!


Uncollected Orders (store order or click & collect)

If you placed an order using our store order service in store or click & collect option online and cannot collect within 14 days, we will send the order back to our distribution centre and issue a full refund.

If you used our store order service in store, we will process the refund onto a digital Refund Card and send it to the email address you used to place the order.

If you used our click & collect option online, we will process the refund automatically to the original payment method you used to place the order.

Returning Faulty Items

Please ensure you have your original receipt or returns note when returning items that are faulty or damaged. If you do not have your receipt or returns note we will only be able to provide you with a Refund Card to the value of the item’s current selling price.

Returning online orders via Postal Service

Online orders to the Republic of Ireland can be posted back to our distribution centre within 28 days of delivery using a local postal service. There will be an international customs declaration form to complete at your local postal office and a cost to return your items.

Step 1: Find your returns note

This can be found by peeling back your address label located on the front of your parcel.

Returns front label example
Returns peel back the label

Don’t worry if you don’t have your return note, simply enclose a printed copy of your despatch confirmation email or a written note of the order number with your item as we will need this to process the return at our distribution centre.

Step 2: Complete your returns form

Remember to enter the reason for the return.

Step 3: Repack your item(s)

Securely repack the items, include the completed returns note and attach the pre-printed return label to the parcel.

Step 4: Arrange delivery with the local postal service

It is important to keep your Certificate of Posting in a safe place as it will contain a 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.

Step 5: You are done! Send us your parcel and wait for your refund

If you are returning from the Republic of Ireland or Internationally, we aim to process your return and issue a refund within 7 days of the parcel arriving at our distribution centre.

We will email you as soon as we have issued your refund. Your refund will be visible on your statement between 1 and 10 days after it has been processed, in line with the processing lead times of your payment provider.

Returning online orders via Postal Service

Step 1: Find your returns note

This can be found by peeling back your address label located on the front of your parcel.

Returns front label example
Returns peel back the label

Don’t worry if you don’t have your return note, simply enclose a printed copy of your despatch confirmation email or a written note of the order number with your item as we will need this to process the return at our distribution centre.

Step 2: Complete your returns form

Remember to enter the reason for the return.

Step 3: Repack your item(s)

Securely repack the items, include the completed returns note and attach the pre-printed return label to the parcel.

Step 4: Arrange delivery with the local postal service

It is important to keep your Certificate of Posting in a safe place as it will contain a 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.

Step 5: You are done! Send us your parcel and wait for your refund

If you are returning from the Republic of Ireland or Internationally, we aim to process your return and issue a refund within 7 days of the parcel arriving at our distribution centre.

We will email you as soon as we have issued your refund. Your refund will be visible on your statement between 1 and 10 days after it has been processed, in line with the processing lead times of your payment provider.

Please note - River Island do not cover the cost of international returns.

Returning online orders via Postal Service

Step 1: Find your returns note

This can be found by peeling back your address label located on the front of your parcel.

Returns front label example
Returns peel back the label

Don’t worry if you don’t have your return note, simply enclose a printed copy of your despatch confirmation email or a written note of the order number with your item as we will need this to process the return at our distribution centre.

Step 2: Complete your returns form

Remember to enter the reason for the return.

Step 3: Repack your item(s)

Securely repack the items, include the completed returns note and attach the pre-printed return label to the parcel.

Step 4: Arrange delivery with the local postal service

It is important to keep your Certificate of Posting in a safe place as it will contain a 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.

Step 5: You are done! Send us your parcel and wait for your refund

If you are returning from the Republic of Ireland or Internationally, we aim to process your return and issue a refund within 7 days of the parcel arriving at our distribution centre.

We will email you as soon as we have issued your refund. Your refund will be visible on your statement between 1 and 10 days after it has been processed, in line with the processing lead times of your payment provider.

Please note - River Island do not cover the cost of international returns.

Returning online orders via Postal Service

Step 1: Find your returns note

This can be found by peeling back your address label located on the front of your parcel.

Returns front label example
Returns peel back the label

Don’t worry if you don’t have your return note, simply enclose a printed copy of your despatch confirmation email or a written note of the order number with your item as we will need this to process the return at our distribution centre.

Step 2: Complete your returns form

Remember to enter the reason for the return.

Step 3: Repack your item(s)

Securely repack the items, include the completed returns note and attach the pre-printed return label to the parcel.

Step 4: Arrange delivery with the local postal service

It is important to keep your Certificate of Posting in a safe place as it will contain a 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.

Step 5: You are done! Send us your parcel and wait for your refund

If you are returning from the Republic of Ireland or Internationally, we aim to process your return and issue a refund within 7 days of the parcel arriving at our distribution centre.

We will email you as soon as we have issued your refund. Your refund will be visible on your statement between 1 and 10 days after it has been processed, in line with the processing lead times of your payment provider.

Please note - River Island do not cover the cost of international returns.

Returning online orders via International Returns Service

Step 1: Find your returns note

This can be found by peeling back your address label located on the front of your parcel.

Returns front label example
Returns peel back the label

Don’t worry if you don’t have your returns note, simply enclose a printed copy of your despatch confirmation email or a written note of the order number with your item as we will need this to process the return at our distribution centre.

Step 2: Complete your returns form

Remember to enter the reason for the return.

Step 3: Repack your item(s)

Securely repack the items and include the completed returns note.

Step 4: Arrange a pickup through our International Returns service

Simply click the link and follow the instructions on the portal to complete the returns process.

Visit the International Returns service

Step 5: You’re done! Send us your parcel, obtain proof of postage and wait for your refund

If you are returning from the Republic of Ireland or Internationally, we aim to process your return and issue a refund within 7 days of the parcel arriving at our returns centre.

We will email you as soon as we have issued your refund. Your refund will be visible on your statement between 1 and 10 days after it has been processed, in line with the processing lead times of your payment provider.

Please note - River Island do not cover the cost of international returns.

Returning online orders via Postal Service

Step 1: Find your returns note

This can be found by peeling back your address label located on the front of your parcel.

Returns front label example
Returns peel back the label

Don’t worry if you don’t have your return note, simply enclose a printed copy of your despatch confirmation email or a written note of the order number with your item as we will need this to process the return at our distribution centre.

Step 2: Complete your returns form

Remember to enter the reason for the return.

Step 3: Repack your item(s)

Securely repack the items, include the completed returns note and attach the pre-printed return label to the parcel.

Step 4: Arrange delivery with the local postal service

It is important to keep your Certificate of Posting in a safe place as it will contain a 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.

Step 5: You are done! Send us your parcel and wait for your refund

If you are returning from the Republic of Ireland or Internationally, we aim to process your return and issue a refund within 7 days of the parcel arriving at our distribution centre.

We will email you as soon as we have issued your refund. Your refund will be visible on your statement between 1 and 10 days after it has been processed, in line with the processing lead times of your payment provider.

Please note - River Island do not cover the cost of international returns.