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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 and we are unable to exchange online orders in our Republic of Ireland 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.

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 20kg 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 one month of receipt and remember to obtain a proof of postage.

It can take up to 12 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 to arrange a pick up through Hermes Courier Collection or call the number printed on the front of your Despatch Note.

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 12 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, Products for piercings and intimate wear. Mattresses, mattress toppers, divans, duvets and pillows can only be returned if the original packaging is still sealed, unless faulty. Swimwear cannot be returned if the hygiene strip has been removed and cosmetics cannot be returned if the hygiene seal is broken. Self-assembly furniture cannot be returned if assembly is part or fully completed.

When returning gifts, electrical Products and make-up and cosmetics we would appreciate it if you could return all original packaging.

Please note that for any other Products, returns will only be accepted where the Products are returned in a good and saleable condition (other than where the Products were not in a good and saleable condition when You received them).

Any additional Conditions for return outlined on a Product, or its packaging, on Our Website, or in store form part of River Island’s returns policy.

Returning items purchased or ordered in store

We hope you’re really happy with your River Island purchase. If not, here’s everything you need to know about in-store returns and exchanges.

Please take the Products you're returning, along with the receipt / Despatch Note to any River Island Store within the following countries within one month of your purchase / order date:

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

Christmas Returns

To improve the speed of customer service at the cash desk, we will be unable to accept returns on 26th December. This does not affect your statutory rights.

For items returned after 1 month of purchase and before 14th January, we will be pleased to offer an exchange or a Refund Card to the value of the goods purchased. For an exchange or Refund Card at the purchase price, please bring your receipt or gift receipt with you. Without a receipt or gift receipt, we can exchange or offer a Refund Card at the current selling price.


You may return an unused and/or unworn items within one calendar month of purchase, provided it is in a saleable condition with the original receipt, for an exchange or refund.

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

Without a receipt, we will offer an exchange or refund onto a River Island Gift Card, at the current selling price.

With a gift receipt, refunds will be processed onto a River Island Gift Card.

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

For reasons of health and hygiene, We cannot offer refunds on food, grooming Products, Products for piercings and intimate wear. Mattresses, mattress toppers, divans, duvets and pillows can only be returned if the original packaging is still sealed, unless faulty. Swimwear cannot be returned if the hygiene strip has been removed and cosmetics cannot be returned if the hygiene seal is broken. Self-assembly furniture cannot be returned if assembly is part or fully completed.

When returning gifts, electrical Products and make-up and cosmetics we would appreciate it if you could return all original packaging.

Please note that for any other Products, returns will only be accepted where the Products are returned in a good and saleable condition (other than where the Products were not in a good and saleable condition when You received them).

Any additional Conditions for return outlined on a Product, or its packaging, on Our Website, or in store form part of River Island’s returns policy.

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 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 14 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
  • Finland
  • France
  • Germany
  • Ireland
  • Netherlands
  • Spain
  • USA

Visit the International Returns service


For reasons of health and hygiene, We cannot offer refunds on food, grooming Products, Products for piercings and intimate wear. Mattresses, mattress toppers, divans, duvets and pillows can only be returned if the original packaging is still sealed, unless faulty. Swimwear cannot be returned if the hygiene strip has been removed and cosmetics cannot be returned if the hygiene seal is broken. Self-assembly furniture cannot be returned if assembly is part or fully completed.

When returning gifts, electrical Products and make-up and cosmetics we would appreciate it if you could return all original packaging.

When returning gifts, electrical Products and make-up and cosmetics 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.  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 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 14 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
  • Finland
  • France
  • Germany
  • Ireland
  • Netherlands
  • Spain
  • USA

Visit the International Returns service


For reasons of health and hygiene, We cannot offer refunds on food, grooming Products, Products for piercings and intimate wear. Mattresses, mattress toppers, divans, duvets and pillows can only be returned if the original packaging is still sealed, unless faulty. Swimwear cannot be returned if the hygiene strip has been removed and cosmetics cannot be returned if the hygiene seal is broken. Self-assembly furniture cannot be returned if assembly is part or fully completed.

When returning gifts, electrical Products and make-up and cosmetics we would appreciate it if you could return all original packaging.

When returning gifts, electrical Products and make-up and cosmetics 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
  • Finland
  • France
  • Germany
  • Ireland
  • Netherlands
  • Spain
  • 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 Packing Slip) included in your package, 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 Packing Slip and fix it on the front of your package, 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 Mailing.

It is important to keep your Packing Slip and Certificate of Mailing in a safe place as it will bear a very important, unique reference number. If for any reason we do not receive your package 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 14 days for a return to be processed once we have received your package 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, Products for piercings and intimate wear. Mattresses, mattress toppers, divans, duvets and pillows can only be returned if the original packaging is still sealed, unless faulty. Swimwear cannot be returned if the hygiene strip has been removed and cosmetics cannot be returned if the hygiene seal is broken. Self-assembly furniture cannot be returned if assembly is part or fully completed.

When returning gifts, electrical Products and make-up and cosmetics we would appreciate it if you could return all original packaging.

When returning gifts, electrical Products and make-up and cosmetics 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
  • Finland
  • France
  • Germany
  • Ireland
  • Netherlands
  • Spain
  • 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 14 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, Products for piercings and intimate wear. Mattresses, mattress toppers, divans, duvets and pillows can only be returned if the original packaging is still sealed, unless faulty. Swimwear cannot be returned if the hygiene strip has been removed and cosmetics cannot be returned if the hygiene seal is broken. Self-assembly furniture cannot be returned if assembly is part or fully completed.

When returning gifts, electrical Products and make-up and cosmetics 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
  • Finland
  • France
  • Germany
  • Ireland
  • Netherlands
  • Spain
  • 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 14 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, Products for piercings and intimate wear. Mattresses, mattress toppers, divans, duvets and pillows can only be returned if the original packaging is still sealed, unless faulty. Swimwear cannot be returned if the hygiene strip has been removed and cosmetics cannot be returned if the hygiene seal is broken. Self-assembly furniture cannot be returned if assembly is part or fully completed.

When returning gifts, electrical Products and make-up and cosmetics 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 14 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, Products for piercings and intimate wear. Mattresses, mattress toppers, divans, duvets and pillows can only be returned if the original packaging is still sealed, unless faulty. Swimwear cannot be returned if the hygiene strip has been removed and cosmetics cannot be returned if the hygiene seal is broken. Self-assembly furniture cannot be returned if assembly is part or fully completed.

When returning gifts, electrical Products and make-up and cosmetics we would appreciate it if you could return all original packaging.

This does not affect your statutory rights.

Returning Homeware

Some RI Home products may be too large to return via our standard methods, in this instance you will receive information inside your parcel that details the best and easiest way for you to complete your return. Oversized items may include rugs and large cushions.

Exchanges

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

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

Unfortunately, we are unable to exchange online orders in our Republic of Ireland stores

For reasons of health and hygiene, We cannot offer refunds on food, grooming Products, Products for piercings and intimate wear. Mattresses, mattress toppers, divans, duvets and pillows can only be returned if the original packaging is still sealed, unless faulty. Swimwear cannot be returned if the hygiene strip has been removed and cosmetics cannot be returned if the hygiene seal is broken. Self-assembly furniture cannot be returned if assembly is part or fully completed.

When returning gifts, electrical Products and make-up and cosmetics we would appreciate it if you could return all original packaging.

Please note that for any other Products, returns will only be accepted where the Products are returned in a good and saleable condition (other than where the Products were not in a good and saleable condition when You received them).

Any additional Conditions for return outlined on a Product, or its packaging, on Our Website, or in store form part of River Island’s returns policy.

Please bring your receipt / Despatch Note as proof of purchase.

If You are unable to exchange your Product 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 Product.


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 12 days for a return to be processed once we have received your package should you choose to send it back to us via the UK Post Office™, your local postal service, Package 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.

Unless Customer Services tells you otherwise, River Island will not ask for and you should not provide any payment details, including credit or debit card numbers, in order to process your return and refund your order.

For detailed information, please see our  terms and conditions.

Unfortunately, we are unable to exchange online orders in our Republic of Ireland stores

If you still need assistance we’re happy to help, please have your 8 digit order number ready (if applicable) and contact us via:

Live Chat (available 7 days a week - only available for UK and Ireland)

For more ways to contact us, opening, and live chat times, please see our contact us page