Frequently Asked Questions

Please click Contact us

If your order has been sent to you through a traceable service, you can track its journey.

Unfortunately we are currently unable to change the address on your order once it has been confirmed. However, when the courier contacts you regarding your delivery they will provide certain options that you can make to your delivery eg. leave with a neighbour.

In general, the price you pay includes most of the fees. But for policies in different countries and continents, you may need to consult your local office.

First thing to do is checkout tracking for the latest updates. Our couriers do their best to get your order delivered to you by the expected delivery date, but occasionally things can take a little longer than expected, especially during busy times.

If your order has been sent to you using a trackable service, you can follow its journey to you.

You'll receive a despatch confirmation email once your order is on its way and the expected delivery date. Simply click on 'Track Order' link within the email and this will take you to your account.

Go to 'My Orders' tab
Select the order you wish to track
Click on 'View Tracking Details'
Please remember that the expected delivery date is an estimate, so your order may arrive slightly before, on, or slightly after this delivery date.

If you're still unsure, please and our friendly customer service team will be there to help.

First thing to do is make sure our courier hasn't left your parcel in an alternative location, they will advise you where with a calling card or they may notify you by email or text.

If you still can't locate your parcel please contact us.

If your order has been returned to us by one of our couriers, it's likely to be for one of the following reasons:

• The parcel was refused.
• Our courier was unable to access the address after several attempts.
• The delivery address was incomplete.
• The parcel was damaged in transit.
• The order was not collected from the pick-up point within 10 days of it being delivered.

We're really sorry your order hasn't made it to you. If you'd still like the items and they're still in stock, we recommend placing a new order to a delivery address that is easily accessible to our couriers.

We're sorry we haven't been able to despatch some of you item(s) within your order. On very rare occasions, at the time of packing your order, the item(s) may no longer have been available.

On despatch of your order, we would have sent you an email confirming what item(s) are being delivered and an email confirming the items that were no longer available. Please note that you would not have charged you for the item(s) that were unavailable, and the price paid would have been adjusted on your despatch confirmation email.

It's worth checking your emails - don't forget to check your junk or spam folders if you can't find it in your inbox!

If you have not had an email regarding this and your items is on your despatch email but not arrived, please contact us and we will be happy to look into this for you.

We hope you're really happy with your River Island purchase. If not, please visit our return policy page and you'll find everything you need to know on how to return an item.

You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.

• Mastercard and Visa credit cards
• Maestro, Visa, Solo, Electron and Mastercard debit cards
• PayPal
• Klarna

We also offer local payment methods to some of our international countries, you will be directed to these option on the website.

Creating an account is simple to do and allows you to order easily without having to fill in your details every time you shop with us.

All you need to do is provide an email address and create a password. Once created you can shop with us.

You will also receive benefits such as order tracking, style updates, and exclusive discounts/promos and special offers if you subscribe to our newsletter.