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Terms & conditions

Last Updated: January 2024

Definitions

“Conditions”
means these terms and conditions;
“Contract”
means the contract incorporating these Conditions which is formed when You place an Order and We confirm acceptance of the Order;
“International”
means countries other than the United Kingdom (UK)
“Order”
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;
“Product”
means any product advertised on this Website;
“Unlimited Delivery”
means the 12 (twelve) months free of charge from next available delivery service and the 12 (twelve) months discounted UK-only precise delivery service offered on Our Website in connection with an Order.
“UK”
means England, Scotland, Wales, Northern Ireland and Isle of Man
“We/Us/Our”
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;
“Website”
Means Riverisland.com, any other URL operated by us and our mobile applications;
“You/Your”
means a user of this Website;
“Error”
means a human mistake or a technical or system failure that leads to incorrect pricing of Orders and/or Products.

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 (including the supply of Unlimiited Delivery) 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.

Changes
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.

Queries
Contact Us if You have any questions relating to these Conditions or ordering the Products generally by using the Contact Us page.

Your Account
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.

Price
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.

Where, in our reasonable judgment, we believe that there is an Error, we will be entitled to cancel Your Order and refund Your payment.

Where the Error is noticed before the Order is despatched, we will use all reasonable endeavours to inform You and allow You to choose whether to re-place the Order at the correct price or to have Your Order refunded.

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.

For information about placing an order using Klarna, please click here.

Payment Methods
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
  • PayPal
  • Gift Cards
  • Klarna Pay Later in 3 (UK billing address only)
  • GiroPay (Germany only)
  • iDeal (the Netherlands only)

You confirm that the card or PayPal account being used is Yours.

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:

Klarna Pay in 3
When You choose Klarna Pay in 3 as Your payment method, You will split the cost of your purchase in three identical instalments. Please note that Klarna Pay in 3 is only available if your billing address is in the United Kingdom.

When paying with Klarna, your transaction and payment card details are collected by and processed by Klarna and you will agree to Klarna’s user terms and terms and conditions and Klarna’s pay in 3 instalments terms and conditions. Your personal data will be handled in accordance with applicable data protection laws and in accordance with the information in Klarna’s privacy statement.

General information on Klarna are available here.

General Indemnity
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 theuUse of this Website by any person using Your account number and/or password.

Our Liability
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.

Language
The Contract will be concluded in English.

Transfer
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.

Waiver
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 und

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.

Severability
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.

Entire Agreement
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.

Governing Law
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.

Third Parties
The Contracts (Rights of Third Parties) Act 1999 shall not apply.

Secure online shopping

Secure Certificate
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.

Privacy Policy
We are a registered data controller with the Information Commissioner’s Office.

DATA Collection
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.

Use
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:

  1. Processing Your Orders;
  2. For statistical purposes to improve this Website and its services to You;
  3. To administer this Website;
  4. 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
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:

Attn:
General Data Protection Compliance Officer
River Island
Chelsea House
Westgate
London
W5 1DR
United Kingdom

Satisfaction guarantee

Our Guarantee
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.

Delivery Locations
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 Services

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.

United Kingdom
UK Next Day Delivery
We aim to deliver orders using our Next Day delivery service within 1 day. ALL deliveries will be made between 08:00 and 20:00 Monday – Saturday and 10:00 and 17:00 Sunday (excluding Public/Bank Holidays). This is subject to change during our peak periods

Our UK Next Day delivery service is not available to the following locations:

  • The Scottish Highlands and Islands,
  • Isle of Wight,
  • Isle of Man,
  • Northern Ireland

When placing an order, your estimated delivery date will be displayed during the checkout process.

UK Nominated Day Delivery
Select a delivery date of your choice, up to seven days in advance. ALL deliveries will be made between 08:00 and 20:00 Monday – Saturday and 10:00 and 17:00 Sunday.

Nominated Day is not available to the following locations:

  • The Scottish Highlands and Islands,
  • Isle of Wight,
  • Isle of Man,
  • Northern Ireland

UK Precise Delivery
Precise Delivery allows you to select an hour slot for delivery at checkout, which you can schedule up to seven days in advance. Delivery slots are available between 08:00 and 20:00 on your chosen day.

Precise Delivery is not available to the following locations:

  • The Scottish Highlands and Islands,
  • Isle of Wight,
  • Isle of Man,
  • Northern Ireland

UK Standard Delivery
We aim to deliver all mainland UK standard delivery Orders within 5 working days Monday - Saturday.

We aim to meet these timescales but during busy periods (including sale) deliveries may take a little longer.

ALL deliveries will be made between 08:00 and 20:00 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. 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.

Standard delivery in the UK is within 5 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 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 River Island store or local shop within 14 days after You are notified to collect Your Order. Your order number must be produced by You or the person You have nominated to collect on Your behalf at the time of collection. If You placed Your Order in one of our River Island stores and you do not collect it within 14 days after You are notified to do so, Your Order will be cancelled and We will issue a refund card to be spent in any River Island store, on our Website or mobile app. If You placed Your Order online (through our Website or mobile app) and do not collect it within 14 days after You are notified to do so, Your Order will be cancelled and We will issue a refund to the payment method used to place the Order. If You paid online with a gift card, the refund card will be sent to the email address used to place the Order.

Delivery to a Collect+ store, Asda and Hermes Parcelshop (UK)
We offer Standard and Express delivery options to Collect+ stores, Asda and Hermes Parcelshop for UK customers.

We aim to deliver Standard delivery Orders within 5 working 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
  • Republic of 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.

When collecting a Hermes Parcel Shop Delivery You must bring with you the email confirming Your parcel is ready for collection at Your chosen store, along with a proof of identity.

When collecting an Asda store Delivery You must bring with you the email confirming Your parcel is ready for collection at Your chosen store, along with a 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. 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 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 some International sales We have partnered with Global-e, a third party service acting as Your seller-on-record. When You buy via Global-e, You will see that Your payment method is charged by Global-e\River Island, and the purchase is subject to Global-e’s Terms and Conditions and Privacy Policy (which will be clearly presented in checkout before you place the order). For any queries, You can contact Global-e at service@global-e.com or send them a letter to 45 Leather Lane, London EC1N 7TJ United Kingdom.

Unlimited Delivery
Unlimited Delivery is made available to purchase to UK River Island customers only. If You are an eligible customer and you choose to purchase Unlimited Delivery on Our Website, You agree to be bound to these Conditions.

Eligible customers will be presented with the option to purchase Unlimited Delivery at checkout. The benefits and discounts offered through Unlimited Delivery will appear in the “delivery options” once Unlimited Delivery is added to Your bag, provided that Your Order is delivered to a UK address. Such benefits and discounts are subject at all times to local delivery service availability.

You can remove Unlimited Delivery from Your bag at any time before completing Your purchase and You will not be charged. You have fourteen (14) calendar days from the date of Your purchase to cancel Your Unlimited Delivery. If You have made an Order using Your Unlimited Delivery, Your refund will be pro-rated to take into account any use that You made of the Unlimited Delivery during the fourteen (14) days cancellation period.

Unlimited Delivery does not auto-renew and We reserve the right to change the price of Unlimited Delivery for future purchases of Unlimited Delivery. Unlimited Delivery may only be used by You and is not transferable. You may not transfer or assign Your Unlimited Delivery or the benefits of Your Unlimited Delivery to others.

We reserve the right to suspend and terminate Your Unlimited Delivery if Your Orders are not paid in full or Your bank declines payment for Your Unlimited Delivery or if We suspect fraud or misuse of a Unlimited Delivery. In case of suspension or termination by Us, You shall not be entitled to receive a refund for the price paid for Your Unlimited Delivery.

Lost Parcels
If You paid for your delivery by a certain date or time and it does not arrive by that date, let us know and We will begin Our missing parcels procedure. If You paid for standard delivery and 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 payment method 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 Customer Services Team and asked to provide an alternative delivery location for future Orders.

Consumer Contracts Regulations 2013

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) state that You have fourteen (14) calendar days to cancel the Contract for Your Order with Us and We will issue You with a full refund for the Products You have purchased and the cost of standard delivery if You've paid for shipping for countries in the UK and EU only.

  • If You wish to cancel Your contract the fourteen (14) calendar days start from the day You receive your order.
  • If You purchased Your item(s) through Our website or mobile app and wish to cancel it You must return the cancelled order to Us. You have 28 days from the day You received the Order for the Item(s) it to be returned to Our Warehouse. You can return the Item(s) to Us by one of the methods specified in the returns section of Our website
  • The Item(s) within Your order being cancelled must be unused and in their original packaging.
  • In the unlikely event that Item(s) are returned to Us in an unsuitable condition, We may have to send the Item(s) back to You. In this case We will not refund you.
  • Should You request a refund outside of these times then We may reject Your refund request or chose to refund You directly to a gift card.
  • For UK orders We will refund You within 10 days of You sending Your returned Item(s).
  • For International orders We will refund You within 7 days of Us receiving Your returns item(s)
  • If You're cancelling Your whole Order and You've paid for delivery We'll also refund the cost of standard Delivery within the EU. If only part of your Order is returned, any delivery charge You paid won't be refunded.
  • We need confirmation of cancellation from You, so You need to get in touch using one of Our available contact options either the Contact Us Form or Email customer.services@river-island.com to let Us know You'd like to cancel Your Order under the Consumer Contracts Regulations 2013.
  • Once You let Us know You'd like to cancel, We will email and let You know how to do this.
  • 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

Returning Products

United Kingdom and Republic of Ireland Returns

You can return Products to any of our UK (excluding Isle of Man and Jersey) and Republic of Ireland stores within 28 days of receiving Your Order or purchasing in store. Any Products returned should be clean, unworn and with the original tags attached.

For reasons of health and hygiene, We cannot offer refunds on food, grooming Products, Products for piercings and intimate wear. Swimwear cannot be returned if the hygiene strip has been removed and cosmetics cannot be returned if the hygiene seal is broken. When returning gifts, electrical products, make-up and cosmetics, please return in all 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.

You can return Products in one of the following ways:- Please follow instructions on the returns note, or additional information enclosed with Your Order.

Returning via Store
When returning Products in store, not only is it a hassle-free experience with no additional charges, but You will also enjoy the added benefit of a quicker refund for Your convenience.

Products purchased:

  1. at any River Island store in the UK or Republic of Ireland;
  2. online; or
  3. as an order in store

can be returned at any UK store (excluding Isle of Man and Jersey) or Republic of Ireland store within 28 days (We cannot accept returns in any of Our other International stores).

Returning an in store Purchase in store

Please take with You the Products You want to return and Your receipt. The refund of Products purchased in store can only be processed through the payment method You used when You purchased in store.

Returning an Online Order in store

Please take with You the Products You want to return and Your despatch confirmation email. The refund of Products purchased online can only be processed through the payment method used when You placed Your Order. The refund is processed 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.

Returning an Order placed in store

Please take with You the Products You want to return and Your receipt. The refund of Products for any Order placed in store can only be processed through the payment method You used when You placed the Order in Store.

We do not accept returns for Orders placed in our River Island stores to Our Warehouse.

Returning Online Orders using ReBound

There will be a £2 charge per return when returning Products to Our Warehouse through the ReBound portal. This charge will be deducted from Your refund once We have processed the return at Our Warehouse.

Once you have followed the necessary steps on the ReBound portal, it will provide You with the option to return Your Order using one of the below return options:

  1. ASDA toyou: Drop off - No Printer Required;
  2. 24/7 InPost Locker: - Drop off – No Printer Required;
  3. Royal Mail: Drop off - No Printer Required;
  4. Evri: Drop off - No Printer Required;
  5. Evri: Drop off - Printer Required;
  6. Royal Mail: Drop off - Printer Required; and
  7. Royal Mail - Parcel Collect

Returning via Our Drop off options – No Printer Required (£2 returns charge will be applied per return)

  1. To initiate a return, please access Your River Island account and select the relevant Order which contains the Products You wish to return.
  2. Please select “Create a Return” and select the relevant Products that You are returning including the reason for return and confirm Your personal information.
  3. Please select one of the “No Printer Required” returns options: (1) ASDA toyou, (2) 24/7 InPost Locker, (3) Royal Mail: Drop off or (4) Evri: Drop off.
  4. Once You have chosen the relevant return option, You can enter Your postcode to find Your nearest drop-off point.
  5. Once Your return has been confirmed, You will receive an email containing Your QR Code which You will need to display when dropping off Your parcel.
  6. Drop off the securely packed Product at Your chosen location using the generated QR code.
  7. Please keep the returns receipt safe as we will not be able to refund You if Your parcel is lost. Customer Services will request a copy of this to investigate Your return.

Returning via Our Drop off options – Printer Required (£2 returns charge will be applied per return)

  1. To initiate a return, please access Your River Island account and select the relevant Order which contains the Products You wish to return.
  2. Please select “Create a Return” and select the relevant Products that You are returning including the reason for return and confirm Your personal information.
  3. Please select one of the “Printer Required” returns options: (1) Royal Mail: Drop off – Printer Required or (2) Evri: Drop off – Printer Required.
  4. Once You have chosen the relevant return option, You can enter Your postcode to find Your nearest drop-off point.
  5. Once You are happy with Your choice and Your return has been confirmed, You will receive an email which will include Your returns label.
  6. Please print the returns label and attach it to Your returns parcel.
  7. Drop off the securely packed Product at Your chosen location.
  8. Please keep the returns receipt safe as we will not be able to refund You if Your parcel is lost. Customer Services will request a copy of this to investigate Your return.

Returning via Our Royal Mail Parcel Collections Service (£2 returns charge will be applied per return)

  1. To initiate a return, please access Your River Island account and select the relevant Order which contain the Products You wish to return.
  2. Please select “Create a Return” and select the relevant Products that You are return
  3. Please select the “Royal Mail Parcel Collection” returns option.
  4. Select the relevant date You wish for Your Order to be collected.
  5. Once Your return has been confirmed, You will receive an email confirming Your collection date and expected collection time.
  6. Royal Mail will provide the returns label when they collect Your parcel.
  7. You will receive an email confirming Your parcel has been collected. Please keep this email safe as we will not be able to refund You if your parcel is lost. Customer Services will request a copy of this to investigate Your return.

When You use ReBound, Your return will be subject to the ReBound terms and conditions.

Additional Information regarding the £2 return charge to Our Warehouse

If You initiate two separate returns for the same Order on the same day, You will only be charged a £2 return charge.

If You initiate two separate returns for the same Order on separate days and Your return is processed at Our Warehouse on separate days, You will be charged per return.

If an incorrect or faulty Product has been delivered to You upon initial delivery, once returned and inspected by Our Warehouse, if the Product is deemed to be faulty or incorrect We will not charge for the return. Please ensure You have selected the “faulty” or “incorrect item received” on Our ReBound return portal when creating Your return and provide an explanation.

If You have any further enquires, please get in touch with our Customer Services team using one of Our available contact us (https://www.riverisland.com/how-can-we-help/contact-us).

International Returns
If You purchased Your item through our website or mobile app You have 28 days from the day You received your Products for the returned Products to reach Our Warehouse. All Products being returned must be unused and in their original packaging.

Follow the instructions on the Returns 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 and Republic of Ireland (We cannot accept returns in any of Our other International stores).

Every delivery comes with a ‘Returns Note’ listing the contents. You need this document to make a return. Please choose the most appropriate ‘reason’ code on the returns 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 returns note in the parcel You are returning.

International Returns via Your Postal Service
If You purchased Your item through our website or mobile app, You have 28 days from the day You received your Products for the returned products to reach Our Warehouse. All Products being returned must be unused and in their original packaging. Ensure that You place the ‘returns label’ provided on the returns 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. Without this receipt we will not be able to refund you if your parcel is lost. 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 and on production of a receipt).

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 and Republic of Ireland (We cannot accept returns in any of Our other International Stores) within 28 days of receipt. Please take with You the Products you want to return, and Your returns note. 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 Returns 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, Euros or Swedish Krona) 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. For reasons of health and hygiene, We cannot offer refunds on food, grooming Products, Products for piercings and intimate wear. Swimwear cannot be returned if the hygiene strip has been removed and cosmetics cannot be returned if the hygiene seal is broken.

River Island Face Coverings are not Personal Protective Equipment (PPE) or a medical device. River Island Face Coverings are non–returnable for hygiene reasons. River Island Face Coverings are not a substitute for the Governments guidance and practices for social distancing. When washing the River Island Face Coverings please follow the care instructions on the care label.

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.

Intellectual Property
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.

Gift card Terms & Conditions

Notices
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:-

  1. Strikes, lock-outs or other industrial action;
  2. Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
  3. Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
  4. Impossibility of the Use of railways, shipping, aircraft, motor transport or other means of public or private transport;
  5. Impossibility of the Use of public or private telecommunications networks;
  6. 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.

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