Returns & Refunds
How do I return an item bought in the UK?
Online order
You can either return your items to a store or send it back to us.
Return to a store - Free
- Take your item to the till of any of our UK stores (excluding Jersey and Isle of Man)
- Bring your despatch confirmation email as proof of purchase
Note: UK stores can’t accept returns for items bought outside the UK.
Send it back to us - £2.95 per return
There’s a processing charge of £2.95 per return. We’ll take this from your refund once your return has been received and approved at our warehouse.
Account holders
You can send the item back to us through Your Account using any Royal Mail, Evri ParcelShop, InPost drop off location or Royal Mail home collection.
Guest customers
You can send the item back to us using any Royal Mail, Evri ParcelShop, InPost drop off location or Royal Mail home collection. You will need your order number, which you can find in your despatch confirmation email. If you can’t find the email, contact customer service.
Please keep your proof of postage until you have received your refund.
RELATED QUESTIONS
Store purchase
Return your item to one of our stores for free.
Return to a store - Free
- Take your item to the till of any of our UK stores (excluding Jersey and Isle of Man)
- Bring your receipt as proof of purchase.
- Bring your original card. Refunds go to the original payment method only.
Note: UK stores can’t accept returns for items bought outside the UK.
RELATED QUESTIONS
Orders placed for me by a member of staff in store
Items ordered in store can only be returned to a store and are free of charge.
Return to a store - Free
- Take your item to the till of any of our UK stores (excluding Jersey and Isle of Man)
- Bring your despatch confirmation email as proof of purchase.
- Bring your original card. Refunds go to the original payment method only.
Note: UK stores can’t accept returns for items bought outside the UK.
RELATED QUESTIONS
How do I return an item bought in the Republic of Ireland?
Online order
You can either return your items to a store or send it back to us.
Return to a store - Free
- Take your item to the till of any of our Republic of Ireland stores
- Bring your despatch confirmation email as proof of purchase
Note: Republic of Ireland stores can’t accept returns for items bought/delivered outside the Republic of Ireland..
Send it back to us - €9.00 per return
There’s a processing charge of €9.00 per return. We’ll take this from your refund once your return has been received and approved at our warehouse.
Account holders
You can send the item back to us through Your Account using any Drop2Shop location.
Guest customers
You can send the item back to us using Drop2Shop. You will need your order number, which you can find in your despatch confirmation email. If you can’t find the email, contact customer service.
Please keep your proof of postage until you have received your refund.
RELATED QUESTIONS
Store purchase
Return your item to one of our stores for free.
Return to a store - Free
- Take your item to the till of any of our Republic of Ireland stores
- Bring your receipt as proof of purchase.
- Bring your original card. Refunds go to the original payment method only.
Note: Republic of Ireland stores can’t accept returns for items bought outside the Republic of Ireland.
RELATED QUESTIONS
Orders placed for me by a member of staff in store
Items ordered in store can only be returned to a store and are free of charge.
Return to a store - Free
- Take your item to the till of any of our Republic of Ireland stores
- Bring your despatch confirmation email as proof of purchase.
- Bring your original card. Refunds go to the original payment method only.
Note: Republic of Ireland stores can’t accept returns for items bought outside the Republic of Ireland.
RELATED QUESTIONS
How do I return an item bought in the rest of the world?
There’s a processing charge per return. The return charge will be displayed when you create your return as this will depend on the country you're returning from.
This charge will be deducted from your refund amount once your return has been received and approved at our warehouse.
You can send it back to us. You will need your order number, which you can find in your despatch confirmation email. If you can’t find the email, contact customer service.
Please keep your proof of postage until you have received your refund.
RELATED QUESTIONS
When will I get my refund?
UK returns via drop off or collection
If you are returning an online order from the UK, we aim to review your return and start your refund within 10 calendar days of dropping off you parcel with your chosen courier or having it collected by a courier.
Please then allow up to 10 days for your refund to appear in your account. Please see table below for timeframes relating to the payment method you used when placing your order.
Republic of Ireland returns via drop off
If you are returning an item from the Republic of Ireland, we aim to review your return and start your refund within 14 calendar days of dropping off you parcel with your chosen courier.
Please then allow up to 10 days for your refund to appear in your account. Please see table below for timeframes relating to the payment method you used when placing your order.
International returns sent via drop off
If you are returning an international online order, we aim to review your return and start your refund within 35 calendar days of dropping off you parcel with your chosen courier.
Please then allow up to 10 days for your refund to appear in your account. Please see table below for timeframes relating to the payment method you used when placing your order.
Store returns
If you return a store purchase or an online order to one of our stores, refunds will be processed using the original payment method. If you don't have the original credit or debit card, the refund can be issued onto a River Island Gift Card. We will start your refunds once we have processed the returned items in store.
Refund timelines
|
|
|
|
Credit / Debit Card * |
up to 10 calendar days |
|
PayPal** |
up to 5 calendar days |
|
ApplePay** |
up to 7 calendar days |
|
GooglePay** |
up to 7 calendar days |
|
Klarna |
up to 7 calendar days |
|
Clearpay |
up to 5 calendar days |
|
River Island Gift Card |
up to 2 calendar days |
|
Ideal |
up to 7 calendar days |
If you haven't received your refund in the above timeline, please contact your payment provider.
RELATED QUESTIONS
Do I need to pay for my return?
Store returns - Free
There is no return charge for items returned in store, whether bought online or in store. Remember to bring your despatch confirmation email or receipt as proof of purchase.
UK returns sent back to us - £2.95
There’s a processing charge of £2.95 per return. We’ll deduct this from your refund once your return has been received and approved at our warehouse.
Republic of Ireland returns sent back to us - €9.00
There’s a processing charge of €9.00 per return. We’ll deduct this from your refund once your return has been received and approved at our warehouse.
International returns - price varies by country
The cost of international returns varies by country. When you create your return, you’ll see the return charge for your location and the amount for the return charge will be deducted from your refund amount once your return has been received and approved at our warehouse.
RELATED QUESTIONS
Why was my refund less than expected?
Return charge
There’s a processing charge of £2.95 per return. We’ll take this from your refund once your return has been received and approved at our warehouse.
Promotions
If your original order included a promotion, your refund will reflect the price you paid.
We cannot process returns or exchanges for the following items
- Underwear
- Swimwear without the hygiene strip
- Grooming products
- Pierced jewellery
- Cosmetics if the hygiene seal has been broken
Can I exchange an item?
Online orders
Items purchased online can be exchanged in any of our UK stores (excluding the Isle of Man and Jersey). You cannot exchange an item in a Republic of Ireland store. Don’t forget to bring your despatch confirmation email with you when returning an online order in store for an exchange.
Store purchases
Items purchased or ordered by a member of staff in store can be exchanged at any of our stores.
RELATED QUESTIONS
Can I return or exchange an item I have received as a gift?
Store purchases
- You can return or exchange a gift within 28 days if you have a gift receipt or regular receipt.
- Returns or exchanges must be made in the UK or Republic of Ireland store where the item was originally bought.
- Refunds are issued onto a River Island gift card.
- If you don’t have a receipt, they may still offer a refund on a gift card for the item’s current selling price.
Online orders
- You can return or exchange an item for free at any River Island store, subject to stock availability. Just bring the despatch confirmation email as proof of purchase.
- To return to our warehouse, the person who placed the order must start the return from their online account. The refund will be issued to the original payment method used by the person who purchased the gift.
RELATED QUESTIONS
sAre there any items I can’t return?
We cannot process returns or exchanges for the following items
- Underwear
- Swimwear without the hygiene strip
- Grooming products
- Pierced jewellery
- Cosmetics if the hygiene seal has been broken
This does not affect your statutory rights.
RELATED QUESTIONS
Can I track my return?
Once you have dropped off your return (or had it collected), you will receive emails confirming that your return is on its way back to us. Select the ‘Track your return’ link in this email to get the latest update on your return.
Please keep your proof of postage as you will need this if you contact us about your return.
RELATED QUESTIONS
Can I return multiple items from different orders in the same parcel?
No, you should return your orders separately.
If you do accidentally include multiple orders in a single return, there may be a delay to your refund, and a return charge will apply to each order in the parcel.
RELATED QUESTIONS
Can I get a refund if the price has changed since I ordered it?
As an online business our prices change in response to fashion trends, stock and demand from customers. In this case we will not refund the difference.
RELATED QUESTIONS
What happens if my card is no longer in use?
We’ll try to refund you to the original payment method used at checkout.
Card expired?
If your account is still open, the refund will go to the bank account linked to your old card.
Here’s how to remove an expired card from your account:
- Sign in
- Select the ‘My orders’ tab
- Select Payment & Billing tab
- From there you can delete your old card details.
Account closed?
Please contact us so we can help sort out your refund.
RELATED QUESTIONS
How do I return a faulty/damaged item?
To return a faulty item, follow the same steps as a standard return.
If you're creating the return online, select ‘faulty item’ when prompted for the reason.
RELATED QUESTIONS
How should I pack my return?
We recommend packaging your items in their original inner bags before returning them. This helps protect the items and ensures a smoother returns process.
All items should be clean, unworn and with tags attached. Items should be sent back in their original packaging.
RELATED QUESTIONS
Where can I find my return QR code?
Once you’ve confirmed your return, your QR code will be sent to the email address used when placing your order.
If you don’t see it in your inbox, check your spam or junk folder. If you’ve accidentally deleted the email, contact customer service and we’ll resend it to you.
RELATED QUESTIONS
What if I selected the wrong courier when I created my return?
You can cancel your return by selecting the ‘Cancel return’ link in the email you received.
To find this easily, you can search for ‘We’ve registered your return’ in your email account. Once you have cancelled your original return, you will be able create a new return.
Note – once your return has been dropped off or collected, you can no longer cancel your return.
RELATED QUESTIONS
What if I lost my receipt?
If you’ve lost your receipt, don’t worry, there are still options available:
Store purchases
Please visit any UK or Republic of Ireland stores (excluding the Isle of Man and Jersey), and our team will assist you. We may be able to find your original purchase by asking you some questions about your order.
Online orders
You can sign in to your account and access your order details in the 'My orders' section. Your despatch confirmation email can also be used as proof of purchase.
RELATED QUESTIONS