My River Island

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dear friends of RI

A few weeks ago, we let you know that we were temporarily closing our warehouse.

Covering the latest looks is no small thing and storing it takes a lot of space (around one million square feet to be more specific).  Which is why we had to close for a bit; we needed to make some changes to our set-up so our team could come back confidently and safely in the current climate.   

We’ve been really busy putting new systems and safety measures in place, including:

Deep cleaning of the entire site

2 metre distancing zones clearly marked out for our teams

Personal Protection Equipment upgraded for all colleagues

Updated safety signage installed in all areas 

Digital thermometers in place for walk in temperature checks 

Last week we ran some tests with our new set-up; we’re happy and, more importantly, so are our teams.  So, as of today, we’re pleased to say that we are beginning to despatch orders again. 

If you’re waiting for an order, make sure you check your email (and, if it’s not there, your junk folder just in case!) where you’ll find your despatch note as soon as your order leaves the warehouse. 

We’ve still got work to do….

We’re not back to ‘business as usual’, that’s just not how the world is right now, but we’re trying.  We do expect some delay to our usual delivery times while we work things out and keep running vital process checks.  All new orders should be delivered within 6 days as standard or less if you choose our next day or nominated day service, but we’ll keep you posted and you can always check our FAQs for the latest updates.

What’s important to us is staying safe and that means protecting our people and their jobs. We are doing our very best to responsibly deliver the style and service you love.

Thank you for your support,

FAQs

Are you despatching orders?

Yes, during the temporary closure of our warehouse we’ve worked with our teams to test and implement new safety measures, we’re happy with the results and are now despatching orders to the UK and Ireland. We aren’t back to ‘business as usual’ just yet and expect some delays while we continue working things out and running vital process checks. We expect all new orders to be delivered within 6 days as standard or less if you choose our next day or nominated day service, and, as usual, you’ll be notified as soon as your order has been sent out.

If I place an order when will payment be taken?

Your payment will be authorised when you place your order, this 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, which should be within 6 days of placing the order.

What if I made an order when your warehouse was closed?

If you made an order when the warehouse was closed, we will now be processing it as a priority. If your order has already been sent out, you should have a despatch note in your inbox, otherwise, we’ll let you know as soon as we’ve sent it. In some cases, we may have had to cancel your order if, because of the timescale involved, the card authorisation failed. In this case, you should have received an order cancellation email and you’re welcome to go ahead and replace your order if you wish to. You will never be charged for a cancelled order.

Have I been charged twice?

No, please don’t worry. Your card payment is authorised when you place an order, this shows a pending transaction in your account making the funds unavailable. Payment isn’t taken by River Island until we despatch your order and we’ll let you know as soon as we do. If you made an order while our warehouse was temporarily closed, we may have had to cancel your original payment authorisation, in this case we will have taken a new one, this is simply due to the amount of time that passed since placing your order and we will not take funds for the cancelled order.

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. 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.

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.

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 cancel or amend my order?

We hope you’re super excited about the order you’ve placed! If you’ve changed your mind we now offer a cancellation self-service, but you need to be quick. Log straight into your account and click on the order you wish to cancel, if you’re within the allotted timeframe, you’ll see the option to ‘cancel your order’, simply select it, use the drop-down box to say why you wish to cancel and you’ll get a message to confirm if your order cancellation has been successful. If you don’t see this option, we’re sorry but it’s too late to use the service. We are also unable to amend any orders that have already been placed. Don’t worry, you can still return your items for a full refund by following the returns instructions here.

Can I still contact Customer Services?

We’re running a limited service at the moment and can only respond to essential enquiries. If you’re getting in touch to ask about an order or refund, we ask that you wait 14 days since you placed your order or posted your return. Where possible, we would urge you to continue to use our online help services, where we’re confident you will find answers to most frequently asked questions. If you still need to contact us you are able to do so through Twitter, Facebook or via the Contact Us form. Thank you for your patience.