River Island

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

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

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 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 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