My River Island

Info & help

Follow us

Returns

Last updated December 2019

We hope you’re happy with your River Island purchase. If you do need to change anything you’ll find everything you need to know about returns and exchanges below.

Check out our new Returns Label, simply peel back your address label located on the front of your parcel to find your ‘NEW’ Returns Note

Returns front label example

Returns peel back the label

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 date of receipt of your order to return the items to our store.

Please take the items you’re returning, along with the returns note (this can be found attached to the outside of 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

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 will be processed onto the payment method 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 items. We can only refund the value onto a credit/debit card and this will have to match the customer billing name on the returns note.

In the event you no longer have your returns note, River Island are happy for you to use the despatch confirmation email or details found in My Account for the relevant order as proof of purchase. This can be viewed as a print out or displayed from your device.

Please allow up to 10 working days for refunds to be processed by your payment provider.

iDeal/ GiroPay/ PayPal Customers: Please note that we are unable to process refunds to your iDeal/ GiroPay/ Paypal account at our stores outside of the UK or ROI, in these 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 returns 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, simply peel back your address label located on the front of your parcel to find your ‘NEW’ returns note and ‘FREE’ UK Royal Mail returns label.

Alternatively, you can return your order for free via Collect+, Doddle or Hermes ParcelShop

If you purchased your item through our website or mobile app you have 28 days from date of receipt of your order to return the items to our distribution centre. All items being returned must be unused and in their original packaging.

To make a return using the above services, simply complete the returns note (this can be found by peeling back your address label located on the front of your parcel) making sure to enter the most appropriate reason for the return.

Securely repack the items for return in their original packaging, together with the completed returns note.

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

In the event you no longer have your returns note, River Island are happy for you to enclose with your items a printed copy of your despatch confirmation email or a written note of the order number, as we will require this to process the return once received at our distribution centre.

To produce your own unique returns label, click one of the links above for whichever returns service you prefer. Print the label and fix it to the front of your parcel.

No printer, no problem. Follow the advice within the links above to find out how to return your items without printing a label.

For Royal Mail returns, simply peel back your address label located on the front of your parcel to find your ‘NEW’ returns note and ‘FREE’ Royal Mail returns label.

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 date of receipt of your order to return the items to 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.

Complete the returns note (this can be found attached to the outside of your parcel) making sure to enter the most appropriate reason for the return.

In the event you no longer have your returns note, River Island are happy for you to enclose with your items a printed copy of your despatch confirmation email or a written note of the order number, as we will require this to process the return once received at our distribution centre.

Securely repack the items for return, together with the completed returns note. Print off the returns label and fix it to the front of your parcel.

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 Parcel Collection Service.

Returning items purchased or ordered in store

Please take the items you're returning, along with the receipt or returns note to any River Island Store within the following countries within 28 days of your purchase or 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 outside of the UK or ROI. 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, simply complete the returns note (this can be found attached to the outside of your parcel), making sure to enter the most appropriate reason for the return.

Securely repack the items for return in their original packaging, together with the completed returns note.

In the event you no longer have your returns note, River Island are happy for you to enclose with your items a printed copy of your despatch confirmation email or a written note of the order number as we will require this to process the return once received at our distribution centre.

Peel off the returns label from the bottom of the returns note and fix it to the front of your parcel.

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 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, simply complete the returns note (this can be found attached to the outside of your parcel), making sure to enter the most appropriate reason for the return.

Securely repack the items for return in their original packaging, together with the completed returns note.

In the event you no longer have your returns note, River Island are happy for you to enclose with your items a printed copy of your despatch confirmation email or a written note of the order number as we will require this to process the return once received at our distribution centre.

Peel off the returns label from the bottom of the returns note and fix it to the front of your parcel.

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 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 outside of the UK or ROI. 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, simply complete the returns note (this can be found attached to the outside of your parcel), making sure to enter the most appropriate reason for the return.

Securely repack the items for return in their original packaging, together with the completed returns note.

In the event you no longer have your returns note, River Island are happy for you to enclose with your items a printed copy of your despatch confirmation email or a written note of the order number as we will require this to process the return once received at our distribution centre.

Peel off the returns label from the bottom of the returns note and fix it to the front of your parcel.

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 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, simply complete the returns note (this can be found attached to the outside of your parcel), making sure to enter the most appropriate reason for the return.

Securely repack the items for return in their original packaging, together with the completed returns note.

In the event you no longer have your returns note, River Island are happy for you to enclose with your items a printed copy of your despatch confirmation email or a written note of the order number as we will require this to process the return once received at our distribution centre.

Peel off the returns label from the bottom of the returns note and fix it to the front of your parcel.

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 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, simply complete the returns note (this can be found attached to the outside of your parcel), making sure to enter the most appropriate reason for the return.

Securely repack the items for return in their original packaging, together with the completed returns note.

In the event you no longer have your returns note, River Island are happy for you to enclose with your items a printed copy of your despatch confirmation email or a written note of the order number as we will require this to process the return once received at our distribution centre.

Peel off the returns label from the bottom of the returns note and fix it to the front of your parcel.

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 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 the 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:

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

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 Refund 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 returns 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 Refund Card.

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

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

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)
  • Republic of Ireland
  • Sweden

Please bring your receipt, returns note or despatch confirmation email as proof of purchase.

Orders placed online using Klarna Pay in 3 are not eligible for an exchange or Refund Card in store.

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 digital Refund Card that's sent to the email address you used to place this order.

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 onto the original payment method you used to place the order.

Please note, if you originally paid by Gift Card, the refund will go on to a digital Refund Card that's sent to the email address you used to place this order.

Returning Faulty Items

Please ensure you have your original receipt or returns note when returning items that are faulty or damaged. If you do not have your receipt or returns note we will only be able to provide you with a Refund Card to the value of the item’s 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.

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

;