We cannot amend an order after it has been placed, but you may be able to cancel it and place a new order instead.

There is only a short window to cancel, and the time available depends on the delivery option you chose. If you checked out as a guest you will be unable to cancel your order.

To try to cancel your order 

1. Sign in to your account. 
2. Go to My Purchases.
3. Select the order you want to cancel.
4. Select Cancel order under the tracking details.
5. Choose a reason and confirm the cancellation. 

If the cancellation is successful, the order status will change to ‘Cancelled’.

You can only cancel an order before it starts being processed by our warehouse. If you cannot see the Cancel order option, it is too late to cancel.

In some cases, the Cancel order option may still appear after processing has started. If this happens, your cancellation will not be successful and you’ll see a message letting you know that the order could not be cancelled.

You can still return the items after they arrive, but you may be charged the applicable return fee.

If we cancelled the item before despatch 

Sometimes an item is no longer available when we come to pack your order. Check your email, including your junk or spam folder, for a cancellation message. Your despatch confirmation will show which items are being sent.

We’ll only charge you for the items we despatch. If your bank is still showing the full order amount as pending, it should update automatically once the final payment is taken. This can take up to 5 working days.

If the pending amount is still showing incorrectly after 5 working days, contact your bank as they’ll be best placed to investigate it.

If you paid by gift card, we’ll refund the cancelled amount to a new digital gift card and send it to the email address used to place your order.

If the item is shown on your despatch confirmation but is missing from the parcel

Contact our Customer Services team so we can look into it.

If an item in your parcel is not what you ordered, return it to us and select Incorrect Item Received as the reason for the return. We will refund the item if it is incorrect.

Use the standard returns process to Start the return.

Take the item and your receipt or despatch confirmation email to your nearest River Island store and the team can remove the security tag.

If you don’t have a River Island store nearby, contact our Customer Services team so we can look into it. They’ll advise you on the next steps.

If you are in the UK, contact our Customer Services team and provide your company name, business number and VAT number. We can then arrange the invoice.