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Returns

Last updated March 2019

We hope you’re really happy with your River Island purchase. If not, here’s everything you need to know about returns and exchanges, just click on the relevant tab below.

Please note that 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. Duvet sets must be in a re-saleable condition, unused, in original packaging with all contents present.

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.

Unless faulty all items being returned must be unused and in their original packaging.

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.

For more information on returns full details are available from your local Trading Standards Authority or Citizens Advice Bureau

Returning online orders

Please select the country where you would like to return any items purchased in an online order.

Type your country:

Returning Online Orders via River Island Store

If you purchased your item through our website or mobile app you have 28 days from the day you received your order to return the items to our store.

Please take the items you’re returning, along with the Despatch Note included in your parcel, to any River Island Store within the following countries:

  • United Kingdom (excluding our Jersey and Isle of Man stores)
  • Republic of Ireland
  • Sweden

Unfortunately, we cannot accept returns to any of our other international stores and we are unable to exchange online orders in our Republic of Ireland stores

The refund of items purchased online can only be processed onto the card used to place your order. In our UK and ROI stores the refund is completed automatically and you do not need to present your payment card. An email will be sent to the email address you used when placing your order within 24 hours to confirm the refund has been processed.

In our other stores all refunds 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).

River Island process your return immediately however it can take up to 3 days for the money to show in your bank account.

iDeal/ GiroPay/ PayPal Customers: Please note that we are unable to process refunds to your iDeal/ GiroPay/ Paypal account at our stores. Any unwanted items can be returned to a store for an exchange or Gift Card, alternatively, we will process the refund to a Credit/Debit Card in the name of the person on the despatch note. If you wish for your refund to be processed back to your iDeal/ GiroPay/ Paypal account, then you must return your order to our distribution centre.

Returning via Collect+, Doddle, Hermes ParcelShop or Royal Mail

If you are a UK customer, you can return your order for FREE via Collect+, Doddle, Hermes ParcelShop or Royal Mail.

If You purchased Your item through our website or mobile app You have 28 days from the day You received your delivery for the items, you are returning to reach Our Distribution Centre. All items being returned must be unused and in their original packaging.

To make a return using this service, simply complete and detach the Returns Slip (found at the bottom of your Despatch Note) included in your parcel, making sure to enter the most appropriate reason for the return, and fill in all the relevant details.

Securely repack the items for return in their original packaging, together with the completed Returns Slip. Please note the following size and weight restrictions for each carrier:

  • Collect+ - Maximum 10kg weight, 90x60x60cm
  • Doddle - Maximum 16kg weight, 60x50x40cm
  • Hermes - Maximum 15kg weight, 50x50x30cm
  • Royal Mail - Maximum 20kg weight, 61x46x46cm

To produce your unique returns label, click the link above for whichever returns service you prefer or click the link 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.

It can take up to 14 days for a return to be processed once we have received your parcel should you choose to send it back to us via any of the four services.

Returning via Courier using River Island Parcel Collection

If you are a UK customer, you can return your order for FREE Using the River Island Parcel Collection Service

If You purchased Your item through our website or mobile app You have 28 days from the day You received your delivery for the items, you are returning to reach Our Distribution Centre. All items being returned must be unused and in their original packaging.

Simply click here to arrange a pick up through Hermes Courier Collection or call the number printed on the front of your Despatch Note.

Complete and detach the Returns Slip (found at the bottom of your Despatch Note) included in your parcel, making sure to enter the most appropriate reason for the return, and fill in all the relevant details.

Securely repack the items for return, together with the completed Returns Slip.

Print off the Returns Label and fix it to the front of your parcel, covering the original label with your name and address on it.

Please note that the Parcel Collection Service is free but we are unable to pre-arrange specific time slots. The service is most suited to our home based customers as you will need to be available on your specified collection day.

Always make sure that you obtain a receipt when the courier collects.

It can take up to 14 days for a return to be processed once we have received your parcel should you choose to send it back to us via the Post Office™ or Parcel Collection Service.

Returning items purchased or ordered in store

Please take the Products you're returning, along with the receipt / Despatch Note to any River Island Store within the following countries within 28 days of your purchase / date of receipt:

  • United Kingdom (excluding our Jersey and Isle of Man stores)
  • Republic of Ireland
  • Sweden

Returning via River Island Store

Items bought from River Island online can be returned to our stores within 28 days of your order date.

Please take the items you’re returning, along with the Despatch Note included in your parcel, to any River Island Store within the following countries:

  • United Kingdom (excluding our Jersey and Isle of Man stores)
  • Republic of Ireland
  • Sweden

Unfortunately we cannot accept returns to any of our other international stores.

The refund of items purchased online can only be processed onto the card used to place your order. The refund is completed automatically and you do not need to present your payment card. An email will be sent to the email address you used when placing your order within 24 hours to confirm the refund has been processed. River Island process your return immediately however it can take up to 3 days for the money to show in your bank account.

iDeal/ GiroPay/ PayPal customers: Please note that we are unable to process refunds to your iDeal/ GiroPay/ PayPal account at our stores. Any unwanted items can be returned to a store for an exchange or Gift Card, alternatively, we will process the refund to a Credit/Debit Card in the name of the person on the despatch note. If you wish for your refund to be processed back to your iDeal/ GiroPay/ Paypal account then you must return your order to our warehouse.

For full details please follow the instructions on the reverse of the Despatch Note included in your parcel.

Returning via Postal Service

To return an item via international postal services please complete and detach the Returns Slip (found at the bottom of your Despatch Note) included in your parcel, making sure to enter the most appropriate reason for the return, and fill in all the relevant details.

Securely repack the items for return, together with the completed Returns Slip.

Peel off the Returns Label from your Despatch Note and fix it to the front of your parcel, covering the original label with your name and address on it.

Arrange delivery with the local postal service within 14 days of receipt and remember to obtain a Certificate of Posting.

It is important to keep your Despatch Note and Certificate of Posting in a safe place as it will bear a very important, unique reference number. If for any reason we do not receive your parcel or you have a query about your refund, you should quote this number in all communication with us - without this information we cannot refund you.

It can take up to 14 days for a return to be processed once we have received your parcel should you choose to send it back to us via the local postal service.

Please do not send any payments with your returns. River Island does not cover the cost of International Returns.

International Returns Service

This is a special service we have arranged with our preferred courier partners to ensure safe, cost-effective returns from the following countries:

  • Australia
  • Austria
  • Belgium
  • Finland
  • France
  • Germany
  • Luxembourg
  • Netherlands
  • Spain
  • USA

Visit the International Returns service

Returning via Postal Service

To return an item via international postal services please complete and detach the Returns Slip (found at the bottom of your Despatch Note) included in your parcel, making sure to enter the most appropriate reason for the return, and fill in all the relevant details.

Securely repack the items for return, together with the completed Returns Slip.

Peel off the Returns Label from your Despatch Note and fix it to the front of your parcel, covering the original label with your name and address on it.

Arrange delivery with the local postal service within 14 days of receipt and remember to obtain a Certificate of Posting.

It is important to keep your Despatch Note and Certificate of Posting in a safe place as it will bear a very important, unique reference number. If for any reason we do not receive your parcel or you have a query about your refund, you should quote this number in all communication with us - without this information we cannot refund you.

It can take up to 14 days for a return to be processed once we have received your parcel should you choose to send it back to us via the local postal service.

Please do not send any payments with your returns. River Island does not cover the cost of International Returns.

International Returns Service

This is a special service we have arranged with our preferred courier partners to ensure safe, cost-effective returns from the following countries:

  • Australia
  • Austria
  • Belgium
  • Finland
  • France
  • Germany
  • Luxembourg
  • Netherlands
  • Spain
  • USA

Visit the International Returns service

Returning via River Island Store

Items bought from River Island online can be returned to our stores within 28 days of your order date.

Please take the items you’re returning, along with the Despatch Note included in your parcel, to any River Island Store within the following countries:

  • United Kingdom (excluding our Jersey and Isle of Man stores)
  • Republic of Ireland
  • Sweden

Unfortunately we cannot accept returns to any of our other international stores.

The refund of items purchased online can only be processed onto the card used to place your order. The refund is completed automatically and you do not need to present your payment card. An email will be sent to the email address you used when placing your order within 24 hours to confirm the refund has been processed. River Island process your return immediately however it can take up to 3 days for the money to show in your bank account.

iDeal/ GiroPay/ PayPal customers: Please note that we are unable to process refunds to your iDeal/ GiroPay/ PayPal account at our stores. Any unwanted items can be returned to a store for an exchange or Gift Card, alternatively, we will process the refund to a Credit/Debit Card in the name of the person on the despatch note. If you wish for your refund to be processed back to your iDeal/ GiroPay/ Paypal account then you must return your order to our warehouse.

For full details please follow the instructions on the reverse of the Despatch Note included in your parcel.

Returning via Postal Service

To return an item via international postal services please complete and detach the Returns Slip (found at the bottom of your Despatch Note) included in your parcel, making sure to enter the most appropriate reason for the return, and fill in all the relevant details.

Securely repack the items for return, together with the completed Returns Slip.

Peel off the Returns Label from your Despatch Note and fix it to the front of your parcel, covering the original label with your name and address on it.

Arrange delivery with the local postal service within 14 days of receipt and remember to obtain a Certificate of Posting.

It is important to keep your Despatch Note and Certificate of Posting in a safe place as it will bear a very important, unique reference number. If for any reason we do not receive your parcel or you have a query about your refund, you should quote this number in all communication with us - without this information we cannot refund you.

It can take up to 14 days for a return to be processed once we have received your parcel should you choose to send it back to us via the local postal service.

Please do not send any payments with your returns. River Island does not cover the cost of International Returns.

International Returns Service

This is a special service we have arranged with our preferred courier partners to ensure safe, cost-effective returns from the following countries:

  • Australia
  • Austria
  • Belgium
  • Finland
  • France
  • Germany
  • Luxembourg
  • Netherlands
  • Spain
  • USA

Returns Portal

Returning via Postal Service

To return an item via international postal services please complete and detach the Returns Slip (found at the bottom of your Despatch Note) included in your parcel, making sure to enter the most appropriate reason for the return, and fill in all the relevant details.

Securely repack the items for return, together with the completed Returns Slip.

Peel off the Returns Label from your Despatch Note and fix it to the front of your parcel, covering the original label with your name and address on it.

Arrange delivery with the local postal service within 14 days of receipt and remember to obtain a Certificate of Posting.

It is important to keep your Despatch Note and Certificate of Posting in a safe place as it will bear a very important, unique reference number. If for any reason we do not receive your parcel or you have a query about your refund, you should quote this number in all communication with us - without this information we cannot refund you.

It can take up to 14 days for a return to be processed once we have received your parcel should you choose to send it back to us via the local postal service.

Please do not send any payments with your returns. River Island does not cover the cost of International Returns.

International Returns Service

This is a special service we have arranged with our preferred courier partners to ensure safe, cost-effective returns from the following countries:

  • Australia
  • Austria
  • Belgium
  • Finland
  • France
  • Germany
  • Luxembourg
  • Netherlands
  • Spain
  • USA

Returns Portal

Returning via Postal Service

To return an item via international postal services please complete and detach the Returns Slip (found at the bottom of your Despatch Note) included in your parcel, making sure to enter the most appropriate reason for the return, and fill in all the relevant details.

Securely repack the items for return, together with the completed Returns Slip.

Peel off the Returns Label from your Despatch Note and fix it to the front of your parcel, covering the original label with your name and address on it.

Arrange delivery with the local postal service within 14 days of receipt and remember to obtain a Certificate of Posting.

It is important to keep your Despatch Note and Certificate of Posting in a safe place as it will bear a very important, unique reference number. If for any reason we do not receive your parcel or you have a query about your refund, you should quote this number in all communication with us - without this information we cannot refund you.

It can take up to 14 days for a return to be processed once we have received your parcel should you choose to send it back to us via the local postal service.

Please do not send any payments with your returns. River Island does not cover the cost of International Returns.


Returning In-store Purchases

If you purchased your item in one of our stores you have 28 days from your purchase/date of receipt to return that item to us in store in an unworn, unused condition for an exchange or refund. Please note that we are only able to offer exchanges at River Island stores in the UK, Sweden and Republic of Ireland.

All refunds will be processed using the original payment method. If you do not have the original credit or debit card then your refund will be issued onto a River Island Gift Card.

To receive a full refund or to exchange your items please ensure you do the following:

  • Return/exchange within 28 days of receiving your item(s).
  • Make sure items are clean, unworn and with their tags attached.
  • Have the original receipt or dispatch note.
  • We won’t be able to complete your refund if you can’t meet these 3 requirements.

With a gift receipt, refunds will be processed onto a River Island Gift Card.

Please note that in Sweden gift cards are not available for use in store, instead a credit note will be issued.

Return items bought as part of a multi-buy offer will be exchanged or refunded at the original price paid.

Our stores in the Netherlands and Belgium closed on Friday 22nd March and from this date we were no longer be able to accept returns to these stores. For any queries regarding how to return an item purchased in store please go to https://www.riverisland.nl/how-can-we-help/contact-us or https://eu.riverisland.com/how-can-we-help/contact-us

Returning Homeware

Some RI Home products may be too large to return via our standard methods, in this instance you will receive information inside your parcel that details the best and easiest way for you to complete your return. Oversized items may include rugs and large cushions.

Exchanges

Currently we are only able to offer exchanges at River Island stores in the following countries:

  • United Kingdom (excluding our Jersey and Isle of Man stores)
  • Sweden
  • Republic of Ireland

Please bring your receipt / Despatch Note as proof of purchase. Please be advised that we are unable to exchange online orders in our Republic of Ireland stores.

Deliver to Store Returns

If you placed your order instore and do not collect your order within 14 days, your items will be sent back to our Distribution Centre and we will issue you with a refund card which can be spent in any River Island store, online or on our App. If you placed your order online or through our App and do not collect your parcel within 14 days your items will be sent back to our Distribution Centre and we will process a refund to the card used to place the order. If a payment card was not used a member of our customer service team will contact you.

Returning Faulty Items

Please ensure you have your original receipt or dispatch note when returning items that are faulty or damaged. If you do not have your receipt or dispatch note we will only be able to provide you with a refund card to the value of the items current selling price.

Christmas Gifts Returns Policy - From 1st October 2019

Returning an unworn Christmas gift after 28 days? Don’t worry, we’re happy to offer an exchange or Refund Card until 14th January. Don’t forget to bring your receipt or gift receipt with you to receive an exchange or Refund Card at the original purchase price. This will not affect your statutory rights.

More information

It can take up to 14 days for a return to be processed once we have received your package should you choose to send it back to us via the UK Post Office™, your local postal service, Package Collection Service, Collect+, Doddle, or Hermes ParcelShop.

Refunds in the UK are in British Pounds (GBP). 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've paid for your order using a different currency, You will be refunded in the store's local currency (Pounds Sterling, Euros or Swedish Krona) at the current River Island commercial exchange rate.

Unless Customer Services tells you otherwise, River Island will not ask for and you should not provide any payment details, including credit or debit card numbers, in order to process your return and refund your order.

For detailed information, please see our  terms and conditions.

If you still need assistance we’re happy to help, please have your 8 digit order number ready (if applicable) and contact us via:

Live Chat (available 7 days a week - only available for UK and Ireland)

For more ways to contact us, opening, and live chat times, please see our contact us page

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