Terms & conditions
Last Updated: September 2018
- means these terms and conditions;
- means the contract incorporating these Conditions which is formed when You place an Order and We confirm acceptance of the Order;
- means countries other than the United Kingdom (UK)
- means an order placed by You via this Website for one or more Products;
- “Personal Information”
- means all and any information provided by You in an Order or when registering on any part of this Website to include without limit your name, address and card details;
- means any product advertised on this Website;
- means England, Scotland, Wales, Northern Ireland and Isle of Man
- means River Island Clothing Co. Limited of Chelsea House, Westgate, London W5 1DR, England registered in England and Wales with Registered Number 636095, VAT Registration Number 227179454;
- Means Riverisland.com, any other URL operated by us and our mobile applications;
- means a user of this Website.
Use of this website
Application of these Conditions
These Conditions apply to Use of this Website and are the terms and Conditions on which We will supply any of the Products to You and by proceeding further and/or placing an Order You agree to be bound by the Conditions. If You do not agree to be bound by them, You should leave this Website now.
Please click on the button to mark Your acceptance of these Conditions before placing an Order if You accept them. Please understand that if You refuse to accept these Conditions, You will not be able to Order any Products from the Website.
The terms and Conditions applicable to the purchase of Products offered for sale through this Website and the equivalent terms and Conditions for sale through River Island shops and elsewhere shall be mutually exclusive. In particular, promotions and offers advertised on this Website shall not be valid in connection with any purchase through River Island shops or elsewhere, and promotions and offers available through Our shops or elsewhere shall not be valid in respect of Website purchases.
When Using the Website, You accept that communication with Us will be mainly electronic. We will contact You by email or provide You with information by posting notices on the Website. For Contractual purposes, You agree to this electronic means of communication and You acknowledge that all Contracts, notices, information and other communications that We provide to You electronically comply with any legal requirement that such communications be in writing. This condition does not affect Your statutory rights.
You may obtain further information about Your statutory rights by contacting Your local authority Trading Standards Department or Citizens Advice Bureau.
We may change these Conditions from time to time without notice to You. Changes will apply to any subsequent Orders received. It is Your responsibility to check regularly to see if any changes have been made to these Conditions. We reserve the right to modify or withdraw this Website at any time without liability to You.
Contact Us if You have any questions relating to these Conditions or Ordering the Products generally by Using the contact Us page.
You are responsible for maintaining the confidentiality of the password chosen by You when You register on the Website and for restricting access to Your computer and/or email address to prevent unauthorised access to Your account.
Description and Availability
We take all reasonable measures to ensure that details, measurements and descriptions of Products given on this Website are as accurate and complete as possible but there may be variations between these and the Products themselves All Products are subject to availability. In the event Products are unavailable they will be cancelled from Your Order and You will receive a refund.
For International Orders, prices appearing on this Website may be subject to taxes and duties (where applicable) at the current rates.
The cost of Your Order will be the price of the Products Ordered plus the appropriate delivery charge outlined in the “Delivery Services” section below. Please note that all prices on this Website are for on-line purchases only.
Due to circumstances beyond Our control prices may have to be altered, including any variations in the rate of sales tax. If this occurs You will be notified and requested to reconfirm Your Order at the altered price.
By notifying You, We shall be entitled to cancel any Contract in whole or in part to the extent that it is for the purchase of a Product the price of which was stated incorrectly on the Website.
Placing an Order
You must not Order Products via this Website if You are Younger than 16 years of age. In the case of Products which can only legally be supplied to people over the age of 18, this will be indicated on the Website in relation to the appropriate Product.
All Orders are subject to acceptance by Us and are subject to availability. After placing an Order, You will receive an email from Us acknowledging that We have received Your Order. Please note that this does not mean that Your Order has been accepted. Your Order constitutes an offer to Us to buy a Product. All Orders are subject to acceptance by Us and We will confirm such acceptance by sending You an email that confirms that the Product has been despatched (the “Despatch Notice”). The Contract between Us will only be formed when We send You the Despatch Notice.
We may undertake searches with credit reference agencies for the purpose of verifying Your identity and the Personal Information You submit as part of an Order. To do so the agencies may check Your Personal Information against any particulars on any database (public or otherwise) to which they have access. They may also Use Your details in the future to assist other companies for verification purposes. By submitting Your Order You agree to this. For details of the credit reference agencies We receive information from and share information with, write to General Data Protection Compliance Officer, River Island, Chelsea House, Westgate, London, W5 1DR, United Kingdom.
There are easy and flexible ways for You to pay for Your Order. We accept:
- Mastercard and Visa credit cards
- Maestro, Visa, Solo, Electron and Mastercard debit cards
- American Express cards
- GiroPay (Germany only)
- iDeal (Netherlands only)
You confirm that the card or PayPal account being Used is Yours.
You agree to indemnify Us fully from and against all claims, liability, damages, losses, costs and expenses (including legal fees) arising out of any breach of these Conditions by You or any other liability arising out of Your Use of this Website or out of the Use of this Website by any person Using Your account number and/or password.
We warrant to You that any Product purchased from Us through the Website is of satisfactory quality and fit for the purpose for which Products of the kind are commonly supplied and in conformity with the Contract.
Our liability for losses You suffer as a result of Us breaching this Contract is strictly limited to the purchase price of the Product You purchased.
To the fullest extent possible and except for the warranty set out above, We disclaim any and all warranties of any kind (whether expressed or implied) in relation to the Products.
We will not be liable to You in Contract, tort, or otherwise for any loss of profits, loss of business, loss of anticipated savings, loss of opportunity, loss of data or any other indirect or economic losses whatsoever suffered or incurred by You arising out of the subject of these Conditions.
Nothing herein shall affect Your statutory rights and You may obtain further information about Your statutory rights by contacting Your local authority Trading Standards Department or Citizens Advice Bureau.
Nothing in these Conditions shall limit Our liability for death or personal injury resulting from Our negligence or that of Our servants, agents or employees, for fraud or fraudulent misrepresentation or for any matter for which it would be illegal for Us to exclude, or attempt to exclude Our liability.
The Contract will be concluded in English.
We may assign or transfer any of Our rights or obligations under a Contract.
You may not assign or transfer any of Your rights or obligations under this Contract.
If We fail, at any time of the Contract, to insist upon performance of any of Your obligations under the Contract, or if We fail to exercise any of the rights or remedies to which We are entitled under this Contract, this shall not constitute a waiver of such rights or remedies and shall not relieve You from compliance with such obligations.
A waiver by Us of any default shall not constitute a waiver of any subsequent default.
No waiver by Us of any of the terms and Conditions of the Contract shall be effective unless it is expressly stated to be a waiver and is communicated to You in writing.
If any part of these Conditions is held to be invalid or unenforceable in whole or in part the invalid or unenforceable wording shall be deemed to be omitted, and the rest of the Conditions shall continue to be valid to the fullest extent permitted by law.
Each Contract shall be governed by these Conditions which contain the entire agreement between You and Us in respect of its subject matter and supersedes any previous agreements relating to such matter.
These Conditions shall be governed by and construed in accordance with English law and You hereby submit to the exclusive jurisdiction of the English courts. Provided that, if You are a consumer with your habitual residence in a country within the EU, nothing in these Conditions will prejudice the rights that You may have under the mandatory provisions of the laws of such country.
The Contracts (Rights of Third Parties) Act 1999 shall not apply.
Secure online shopping
We believe buying on-line at Riverlsland.com is as secure as shopping in Our stores. This is because:
All payment transactions are carried out over an SSL 128-Bit Encrypted secure connection. We do this Using industry standard technology.
The padlock symbol, at the bottom of your browser window confirms this level of encryption. If You click on this, You will see Our VeriSign secure certificate, meaning that Your data is visible only to Us
We are a registered data controller under the EU General Data Protection Regulation 2018.
When You visit this Website We may collect, and Our third party providers of advertisements and content may collect, information about where You are on the internet (e.g. the URL You came from, IP address, domain name types like .co.uk and .com), Your browser type, the country and telephone area code where Your computer is located, the pages of this Website that Were viewed during Your visit, the advertisements You clicked on, and any search terms that You entered on Our Website (“User Information”) We and they, may collect this User Information even if You do not register on this Website When You register or shop on this Website, We will (where applicable) ask You to input and We will collect Your Personal Information.
We will treat all Your Personal Information (which includes any User Information from which We can identify You) as confidential (although We reserve the right to disclose this Personal Information in the circumstances set out below). We will keep it on a secure server and We will fully comply with all applicable EU and UK General Data Protection and consumer legislation.
We confirm that Your Personal Information is held in accordance with the registration We have with the Information Commissioner's Office We only Use Your Personal Information for the following purposes:
- a) Processing Your Orders;
- b) For statistical purposes to improve this Website and its services to You;
- c) To administer this Website;
- d) Other Use by Us to which You agree when asked on this Website.
When You register on this Website You are given the option to receive news and updates from Us by email and post which We feel may be of interest to You.
If You indicate Your agreement to being contacted by Us by these means You may subsequently unsubscribe from Our contact list at any time by contacting Us or following the “unsubscribe” directions given in any email received. You can also amend Your account profile at any time by signing-in and going to “My Account”.
Your Personal Information may be disclosed to other businesses within the group of which We are a part and to reputable third party Contractors engaged by River Island to perform a variety of functions such as processing Your Orders, assisting with promotions or providing technical services for Our Websites. We require all such third parties to treat Your Personal Information as fully confidential and to fully comply with all applicable EU and UK General Data Protection and consumer legislation.
You should be aware that if We are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and/or User Information We are entitled to do so.
Cookies are small pieces of information that are stored by Your browser on Your computer’s hard drive. Our cookies do not contain any personally identifying information, but they do enable Us to provide features such as personalisation and to store Products in Your Shopping Basket between visits. Most Web browsers automatically accept cookies, but You can Usually change Your browser to prevent that. Even without a cookie, You can still Use most of the features on the Website, including placing Products in Your shopping basket and purchasing them.
Links to other Sites
We may offer links to sites that are not operated by Us. If You visit one of these linked sites You should review its privacy and other policies. We are not responsible for the policies and practices of other companies.
Questions and concerns regarding this policy and Your Personal Information should be directed to the following address:
General Data Protection Compliance Officer
It is important to Us that You are delighted with all Our Products. If there is any reason why You are not completely satisfied with any Product You Order from Us, You can simply return it to Us – please see “Returning Products” section below. If after purchase, any Product fails to give reasonable Wear - due to either defective workmanship or materials We will credit the purchase price to Your account. This guarantee is in addition to and does not affect Your statutory rights.
Our carriers are unable to deliver to PO Boxes, airports, hospitals and prisons. We will also at Our discretion exclude delivery to any addresses which are considered to be insecure.
We are not liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.
We can deliver to British Forces Post Office (BFPO) addresses.
Delivery will be to the UK or International address or store specified in Your Order. We offer a variety of delivery options but We shall have no liability for any delay or failure to deliver Product if the delay or failure is wholly or partially caused by circumstances beyond Our control.
When placing an Order please bear in mind We are unable to deliver on Public or Bank Holidays and Orders placed on those days, or at busy periods may take longer to deliver.
Your expected delivery date will be confirmed at checkout when placing Your Order.
There may be issues with delivery of homeware Products via certain delivery services and to certain points. If We cannot deliver Your Order using Your selected delivery method and/or to Your selected delivery address, We will contact You to offer alternative options.
UK Express Delivery
We aim to deliver Express delivery Orders within 1 to 2 working days. ALL deliveries will be made between 07:00 and 21:00 Monday – Saturday (excluding Public/Bank Holidays).
UK Express delivery is not available to the following locations:
- The Scottish Highlands and Islands,
- Isle of Wight,
- Isle of Man,
- Northern Ireland
Please see ‘UK standard delivery’ for an alternative delivery service.
UK Standard Delivery
We aim to deliver all mainland UK standard delivery Orders within 3 to 4 days. (Except Hermes Parcelshop 7 days).
We aim to meet these timescales but during busy periods (including sale) deliveries may take a little longer.
ALL deliveries will be made between 07:00 and 21:00 Monday-Saturday (excluding Public/Bank Holidays).
Deliveries to The Scottish Highlands, Scottish Islands, the Isle of Wight, Isle of Man and Northern Ireland may take up to two working days longer.
We also deliver to the Channel Islands please. For details of the service and cost please see Our Delivery page.
Delivery to a River Island Store
This service is currently available at stores in the United Kingdom, Republic of Ireland, the Netherlands, Belgium and Sweden.
Standard delivery in the UK is within 4 days of placing Your Order and Express delivery in the UK is within 1-2 days of placing Your Order (excluding Public/Bank Holidays and Sundays). Delivery to the Republic of Ireland, Belgium, the Netherlands and Sweden will vary depending on the store selected. We will confirm the expected delivery date at checkout when You place Your Order.
Deliveries to the following locations may take up to two working days longer:
- The Isle of Man
- Scottish Highlands and Islands
- Northern Ireland
Orders must be collected from Your chosen store within 14 days after You are notified to collect Your Order. Your “It’s Arrived” email must be produced by You or the person You have nominated to collect on Your behalf at the time of collection. If You fail to collect your Order it will be cancelled and a refund will be made to the card by which payment was made. If a payment card was not Used a member of Our customer service team will contact You.
Delivery to a Collect+ store or Hermes Parcelshop (UK)
We offer Standard and Express delivery options to Collect+ stores and Hermes Parcelshop for UK customers.
We aim to deliver Standard delivery Orders within 5 days of placing Your Order. During busy periods deliveries may take a little longer.
Express Delivery Orders will be delivered within 1-2 working days. Your delivery date will be confirmed at checkout when placing Your Order.
Express Delivery is not available to the following locations:
- The Scottish Highlands and Islands
- Isle of Wight
- Isle of Man
- Northern Ireland
When collecting a Collect+ delivery, You must bring with You the tracking number Collect+ will send You when Your parcel is ready for collection, along with Order confirmation and proof of identity.
If You would like someone else to collect the parcel on Your behalf, they will require either proof of Your identity or identification with the same surname as Yours.
International Delivery Services
Additional taxes, fees or levies may apply according to local legislation. Recipients of deliveries made outside the UK may have to pay import duty or formal customs entry fees. Any customs or import duties are charged once the Products reach the destination country and these charges are Your responsibility and must be paid by the recipient. Unfortunately We have no control over these charges and cannot tell You what the cost would be as customs policies and import duties vary from country to country.
In addition some countries have import restrictions on certain Products or materials. You are responsible for determining whether there are any restrictions on delivery of Our Products to Your selected destination. You can contact Your local customs office for assistance regarding these matters.
Delivery may be delayed by local customs because of this but unfortunately this is out of Our control.
To see a list of countries that We deliver to and the service(s) We provide please see Our Delivery page.
For any queries, You can contact Global-e at firstname.lastname@example.org or send them a letter to 45 Leather Lane, London EC1N 7TJ United Kingdom.
We will begin Our missing parcels procedure if Your Order fails to arrive within 10 days (UK only) and 20 days (International) of despatch and You notify Us. We will investigate Your claim and if We are satisfied that the non arrival of the Product(s) was attributable to Us then a refund will be credited to the credit/debit card which was Used to place the Order. Please note that We may refuse to make future deliveries to addresses that are considered to be insecure. In this event You will be contacted by Our service team and asked to provide an alternative delivery location for future Orders.
Consumer Contracts Regulations 2013
If You are placing an Order as a consumer online or by phone –
- You have one calendar month from receipt of delivery to return the Product to Us by one of the methods specified in the despatch note.
- We will refund You within 14 days of receiving Your returned Products. Provided the full Order is cancelled and returned, refunds will include any delivery cost You have paid to a maximum of the standard delivery rate.
- We may make a deduction from the refund for any damage to or unnecessary handling of the Products by You.
This is not a full statement of Your rights under the Regulations. Full details are available from Your local Trading Standards Authority or Citizens Advice Bureau.
United Kingdom Returns
Every delivery comes with a ‘Despatch Note’ listing the contents. Please complete the despatch note by choosing the most appropriate ‘reason’ code on the despatch note and then enter the relevant code alongside each Product You are returning. This will help Us improve the quality of Our service in the future. Please remember to enclose the completed despatch note in the parcel You are returning.
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.
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.
You can return Products in one of the following ways:-
Some of these options may not be available for all of our homeware Products. Please follow instructions on the despatch note, or additional information enclosed with Your Order.
Returning via Store
Products bought online can be returned at any River Island store within one month. Please take with You the Products You want to return and Your despatch note. All refunds at stores must go back onto the card that was debited for the Products. We can only refund the value onto a credit/debit card and this will have to match that of the named person on the Despatch Note (which You will find enclosed in Your Order).
Refunds through Our UK stores are in British Pounds (GBP). If You have paid for Your Order Using a different currency, You will be refunded in British Pounds at the current River Island exchange rate.
We are unable to process refunds to Your PayPal account at Our stores. If You wish Your refund to be processed to Your PayPal account, You should send Products back to Us Using the postal service, courier, Collect+ or Hermes Parcelshop service or via Doddle as described on Your despatch note. You are Welcome to exchange Products bought via PayPal in Our stores as Usual.
Returning via the Post Office™ (UK only)
If You prefer to return the Products FREE OF CHARGE by post then simply repack Your returns in the original packaging or another suitable bag and place the ‘returns label’ from the despatch note, over Your own name and address on the bag then seal it. Remember to obtain a free Certificate of Posting from the Post Office. This is Your proof should any returned parcel go astray. It also contains a unique reference number, which You can Use if You have a query.
Returning via the Parcel Collections Service (UK only)
You can have Your returns collected FREE OF CHARGE if You live within the area covered by Our Parcel Collection Service. Call Us on the following number to arrange a home collection +44 (0)344 576 6444 (UK only). Use the original packaging or another suitable bag. Take the returns label from the despatch note and place it directly over the address label on the front of Your parcel. Remember to enclose the despatch note inside the parcel You are returning. Make sure the parcel is sealed and ready for collection and remember to obtain a receipt from Our carrier otherwise We will not be able to provide a refund if the parcel is lost. Unfortunately We cannot allocate a time for the collection and so this service is most suited to Our customers who are home based.
Returning via Collect+ (UK only)
UK customers can return Orders free of charge via any local supermarket, newsagent or corner shop that offers the Collect+ service. Securely repack the Products for return in their original packaging, together with the completed Returns Slip. To produce Your unique returns label, click on the Collect+ box/link found 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 Collect+ store and remember to obtain a proof of postage.
Follow the instructions on Despatch Note.
For Your convenience You can return Products in the following ways:
- 1) Via Your local Postal Service
- 2) To any River Island Store in the UK, Republic of Ireland, The Netherlands, Belgium and Sweden (We cannot accept returns in any of Our other International stores).
Every delivery comes with a ‘Despatch Note’ listing the contents. You need this document to make a return. Please choose the most appropriate ‘reason’ code on the despatch note and then enter the relevant code alongside each Product You are returning. This will help Us improve the quality of Our service in the future. Please remember to enclose the completed despatch note in the parcel You are returning.
International Returns via Your Postal Service
Repack Your returns in the original packaging or another suitable bag and place the ‘returns label’ provided on the despatch note, over Your own name and address on the bag then seal it. Remember to obtain a Certificate of Posting from Your Postal Service, This is Your proof should any returned parcel go astray. It also contains a unique reference number, which You can Use if You have a query. Please do not send any payment with the returned Product(s). We do not cover the cost of postage for International returns except for the return of faulty Products (only the cost of a standard postal service will be refunded where applicable).
IMPORTANT TO REMEMBER - If You are returning Product(s) paid for on Your credit or debit card, We will make a credit adjustment directly to Your card account, Please remember that if You can’t produce a Certificate of Posting from Your Postal Service then We will not be able to credit Your account if the parcel goes missing.
International Returns via Store
Products bought online can be returned at any River Island store in the UK, Republic of Ireland, The Netherlands, Belgium and Sweden (unfortunately We cannot accept returns in any of Our other International stores), within 1 month of receipt. You will need to take with You the Products You want to return and Your despatch note. All refunds in stores must go back onto the card that was debited for the Products. We can only refund the value onto a credit/debit card and this will have to match that of the named person on the Despatch Note (which You will find enclosed in Your Order).
International Purchases and Returns
Purchases from this Website may be in British Pounds (£ GBP), Euros (€ EUR), US Dollars ($ USD), Australian Dollars ($ AUD) or Swedish Krona (kr SEK). Banks and International credit/debit card issuers will determine exchange rates and may make additional charges, which You are liable to pay.
If You return Your Products to Us Using the postal service, refunds will be issued in the currency in which You originally paid for the purchase. Refunds through Our UK stores are in British Pounds (£ GBP) Using a regularly updated exchange rate. 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 paid Using a different currency, You will be refunded in the store’s local currency (Pounds Sterling or Euros) at the current River Island exchange rate.
All Orders are shipped from the UK. Any import duties and taxes payable, will be charged once the parcel has reached the destination country. These charges must be paid by the recipient of the parcel. If You have any questions related to customs charges, please contact Your local customs office.
Returns to Us are at Your cost and You should keep evidence of having sent the Products, such as a certificate of posting. In all cases the Products must be in their original condition.
You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all material or content appearing on this Website shall remain at all times vested in Us or Our licensors. River Island is a registered trademark owned by Us.
River Island Gift Cards can be acquired through a link from Our Website. They are sold by NGC Corp Group Europe Limited and the purchase of River Island Gift Cards are subject to NGC Corp Group Europe Limited’s own terms and Conditions. If You wish to purchase River Island cards, You will enter into a separate Contract with NGC Corp Group Europe Limited and not with Us. We cannot accept any liability in respect of River Island Gift Cards bought from NGC Corp Group Europe Limited or give any undertaking that any Products that You purchase from NGC Corp Group Europe Limited (including River Island Gift Cards) will be of satisfactory quality or fit for purpose. This does not affect Your statutory rights against NGC Corp Group Europe Limited. Your Use of the River Island Gift Card will be subject to Our own terms and Conditions.
All notices given by You to Us shall be to Our address set out in these Conditions. We may give notice to You at either the email or postal address You provided to Us when placing the Order. Notice will be deemed received and properly served immediately when posted on the Website, 24 hours after an email is sent, or 3 days after the date of posting any letter, provided that such letter was properly addressed, stamped and placed in the post and, in the case of an email, that such email was sent to the specified email address of the addressee.
Events Outside Our Control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of Our obligations under this Contract that is caused by events outside Our reasonable control (“Force Majeure Event”).
A Force Majeure Event includes any act, event, non-happening, omission or accident beyond Our reasonable control and includes, in particular (without limitation) the following:-
- a) strikes, lock-outs or other industrial action;
- b) Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
- c) Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
- d) Impossibility of the Use of railways, shipping, aircraft, motor transport or other means of public or private transport;
- e) Impossibility of the Use of public or private telecommunications networks;
- f) The acts, decrees, legislation, regulations or restrictions of any government.
Our performance under the Contract is deemed to be suspended for the period that the Force Majeure Event continues, and We will have an extension of time for performance during that period. We will Use Our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which Our obligations under the Contract may be performed despite the Force Majeure Event.