My River Island

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FAQs

Why aren’t you despatching orders?

The government has said online retailers can ‘operate normally’, but COVID-19 is serious and nothing feels normal at the moment.  As a business driven by the love of fashion, we don’t say it often, but some things are just more important.

Right now, we need to put our people first and so we’ve made the difficult decision to temporarily close our Distribution Centre.  This will help protect our teams and make sure they can do the right thing to keep their families and community safe.

We’ll still be taking online orders, we just can’t promise when we’ll get them to you. This could take weeks, although we hope not.

If I place an order when will payment be taken?

Your order will be received in our systems and we will authorise your payment when you place your order, which will show as a pending transaction in your account making the funds unavailable. The transaction will clear your account once your order has been dispatched. Due to timescales, the authorisation may expire so we may need to cancel it and take a new authorisation when your order is dispatched. You will only be charged once for your order. Some of our existing payment methods maybe unavailable at this time.

Do you have a new returns policy during COVID-19?

Yes, if you made a purchase in one of our stores you will have 28 days to return to your chosen store, from the date it reopens. We will update you on store opening dates as soon as we are able to. Online shoppers have 28 days on receipt of your order to return via our free services, as standard, with exceptions in special cases. Find out more here.

Can I still return my online order?

Yes, you can still post your order back to us using the ‘FREE’ UK Royal Mail returns label. It can take up to 14 days for a return to be processed once we have received your parcel.

Why is my RI store closed?

We’ve made the decision to temporarily close our stores for the health and wellbeing of our customers and colleagues, which is our highest priority. We will continue to monitor the situation and follow the advice of the government and health authorities. We’re so sorry for the inconvenience and can’t wait to see you in-store when we are able to reopen. For now, you can continue to shop with us 24/7 at riverisland.com.

I have a Click & Collect order at one of your stores, how do I collect it?

Click & Collect to River Island stores is no longer available. We are now doing everything we can to make alternative arrangements and get your order to you.

If you placed your Click & Collect order online, we are now in the process of sending it out to you via DPD. The parcel will be sent to the billing address you supplied with your order. If you don’t want it to come to this address, don’t worry, once you get your tracking details you’ll be able to change it directly with DPD (you don’t need to contact our customer care team to do this).

If you placed your order at one of our stores, a member of our customer care team will be contacting you to organise a shipping address for delivery. Please bear with us, the team is extremely busy and it may be a few days before they are able to get in touch.

When will your stores reopen?

The honest answer is, we don’t know for sure. We’re continually monitoring the situation and will only reopen when we know that the health and wellbeing of our customers, colleagues and local communities can be protected. We really hope to see you in-store again soon, in the meantime you can shop with us 24/7 at www.riverisland.com

Can I still contact Customer Services?

Our Contact Centre is temporarily closed. This means for the moment, we are unable to answer your query by email, chat or telephone. Our contact centre is an integral part of the River Island team and we believe the right action is to reduce non-essential work and keep our communities safe. We can’t say how long we will be closed for, but we can’t wait to re-open and resume our usual service.

Are your retail and distribution centre staff being paid while stores are closed?

All River Island colleagues have been contacted to let them know we intend to pay minimum contracted hours in full. At this stage, we don’t know how long the stores will be closed, and will continually review the situation. We are committed to supporting our teams for as long as we can.

We hope you are well and adjusting to the new normal.

Last week we let you know we were temporarily closing our stores, now we have some more news to share.

The government has said online retailers can ‘operate normally’, but COVID-19 is serious and nothing feels normal at the moment.  As a business driven by the love of fashion, we don’t say it often, but some things are just more important.  

Right now, we need to put our people first and so we’ve made the difficult decision to temporarily close our Distribution Centre.  This will help protect our teams and make sure they can do the right thing to keep their families and community safe.

We are still taking orders, we just can’t promise when we will get them to you. It could take weeks, although we hope not. 

Our warehouse and stores may be closed for a while, but our community is always open. 

As you stay at home, we want to be there with you, lightening the mood (if we can) and sharing entertainment and inspiration.  

We’re looking forward to a time when the news changes less often than our outfit and will be back to our full glory as soon as we can. 

Until then, we hope you stay connected; we’ll miss you if you don’t. 

Be safe,