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 despatched. Due to timescales, the authorisation may expire so we may need to cancel it and take a new authorisation when your order is despatched. You will only be charged once for your order. For payments made with Klarna, the first instalment will be taken when the order is despatched from our warehouse. Some of our existing payment methods maybe unavailable at this time.

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

With our stores temporarily closed, we’ve made some updates to our returns policy to try and make things a little easier for you.

Store Purchases, you will have 28 days to return to your chosen store, from the date it reopens. Valid for purchases made from 18/02/2020.

Online Orders, shoppers have 28 days to return via our free services, as standard. We have introduced free returns for customers in the Republic of Ireland.

In-Store Orders, you can return via our freepost service and you’ll receive a digital gift card, credited to the equivalent value. For a refund to your original payment method, you’ll need to wait until your chosen store reopens and your returns period will reset to 28 days as of that date.

Anyone who is affected by COVID-19, who works for the NHS or is a key worker, will be given an additional 14 days to return. To request your 14-day returns extension please send an email to returnsextension@river-island.com with your order confirmation number.

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.

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.

Our stores, warehouse and contact centre are temporarily closed to help keep our communities safe.

We’re still taking online orders and will send them out as our warehouse re-opens. It could take weeks, although we hope not.

Our community is always open, and as you stay home, we want to be there with you, sharing entertainment and inspiration.

We hope you stay connected; we’ll miss you if you don’t.

Be safe