First, check that your order was successfully placed.

We’ll send you an order confirmation email when your order has been placed. If you can’t find it, check your junk or spam folders and any other email address you may have used when checking out.

If you still haven’t received an order confirmation within 24 hours, contact our Customer Services team so we can check whether your order was successfully placed.

A payment showing as pending on your bank account doesn’t necessarily mean your order was completed. If the order wasn’t completed, your bank should automatically release the pending amount within 5 working days. If it’s still showing after 5 working days, contact your bank directly, as they’ll be best placed to investigate or release it.

Can’t see the order in your account? 

Make sure you’re signing in the same way you did when you placed the order, using your email and password, Apple or Google.

Different sign-in methods can be treated as separate accounts, particularly if Apple or Google uses a different email address from the one you normally use with River Island. This means your order may not appear in your usual order history even though it was placed successfully.

If you checked out as a guest, the order won’t appear in an account.

If you’re not sure which sign-in method or email address you used, check any email accounts linked to your Apple or Google account, as your order confirmation or despatch email may have been sent there.

If your order has been despatched

The quickest way to check its progress is to use Track your order.

If you have an account

Make sure you’re signed in using the same method you used when you placed the order. You can then:

1. use Track your orderto see your current orders and tracking information; or  
2. go to My Purchases, select the order and choose View Tracking Details.  

If you checked out as a guest 

Use the Track Order link in your despatch confirmation email.

You can also use Track your order without signing in. Enter your order number and the postcode used for the delivery address to view the latest tracking information.

Tracking not working?

Tracking information can sometimes take a few hours to become available after your order has been despatched.

If you’ve only just received your despatch confirmation and the tracking page is blank or hasn’t updated yet, try again later.

Is your order late? 

Your expected delivery date is an estimate, and orders can occasionally take longer during busy periods.

If tracking is still updating, allow until 9pm on your expected delivery date for your order to arrive. If you’ve been given a delivery date range, allow until 9pm on the final day of that range.

If your order still hasn’t arrived after this time, contact our Customer Services team.

If your tracking hasn’t updated for several days and your expected delivery date has passed, contact our Customer Services team so we can investigate with the delivery partner.

Does tracking say delivered but you can’t find it? 

Start by checking the delivery partner’s tracking for more information.

Go to Track your order. Open your order and select the delivery partner’s tracking link or tracking number. This will take you to the delivery partner’s own tracking, where you may find a delivery note, location details or a proof-of-delivery photo.

Also check:

1. safe places around your property, such as a porch, shed or behind bins;  
2. with anyone you live with or nearby neighbours;  
3. with reception staff or colleagues if the order was delivered to a business address; and  
4. any email, text message or calling card from the delivery partner.  

If you still can’t find the parcel after checking these, contact our Customer Services team so we can investigate.

Has your order been returned to us?

Sometimes a delivery partner may return an order to us after unsuccessful delivery attempts, or because something went wrong with the parcel or shipping label.

Unfortunately, once the parcel is being returned to us, we can’t stop the return or send the same order back out.

If you still want the items, you’ll need to place a new order. We can’t guarantee that the same items will still be available.

We’ll email you when your refund has been confirmed. If you paid by card, allow up to 5 days for the money to appear in your account. If it hasn’t appeared after 5 days, contact your bank first, as they’ll be best placed to trace the refund.

If you paid by gift card, we’ll send a new digital gift card to the email address used to place the order.

Collecting from a River Island store?

You can check the progress of your store collection order in the same ways:

1. Use Track your order.
2. Select Track Order in your despatch confirmation email; or
3. Go to My Purchases if you’re signed in.

We’ll also email you when your order has been despatched and again when it has been scanned into the store and is ready to collect.

Tracking may sometimes show that your parcel has reached the store before you receive your Ready to collect email. This doesn’t necessarily mean it’s ready to be handed over yet — the store team needs to receive and scan each parcel before it appears as ready on their system.

Please wait until you receive your Ready to collect email before visiting the store.

If you haven’t received your order confirmation email within 24 hours, check your junk or spam folders and then contact our Customer Services team.

If you’ve received your order and despatch emails but your Ready to collect email hasn’t arrived, allow until 9pm on your estimated collection date. If you’ve been given a date range, allow until 9pm on the final day. If it still hasn’t arrived, contact our Customer Services team.

Start by checking the delivery partner’s tracking for the latest update. They may have added a note, photo or other detail showing where the parcel was left.

Check any safe places around your property and ask anyone you live with or nearby neighbours in case they accepted the parcel for you.

Also check any email, text message or calling card from the delivery partner, as this may include further delivery information.

If you still can’t find your parcel after checking these, contact our Customer Services team so we can look into it.

You can add delivery instructions under your delivery address when you place your order on the website.

After your order has been despatched, the delivery partner may contact you by text or email with additional delivery options.

We cannot change the delivery address once your order has been confirmed.

After your order has been despatched, the delivery partner may contact you by text or email with options to change the delivery arrangement, such as arranging redelivery or collection.

The current collection period is 14 days from the date it arrives in store.

If you placed the order online or in the app 

If it is not collected within the collection period, it will be returned to our warehouse and we will refund the original payment method.

If a member of staff placed the order for you in store

If it is not collected within the collection period, it will be returned to our warehouse and the refund will be issued on a River Island digital gift card and sent to to the email you gave when placing the order.

Orders to EU countries 

River Island covers import duties and taxes, so the price shown is the price you pay.

Orders outside the EU 

You may be charged import duties or taxes when the parcel reaches the delivery country. These charges vary and are paid by the recipient. Contact your local customs office if you need more information.

Yes. When you place your order, enter the recipient’s address as the delivery address.

We don’t currently offer gift wrapping, so the order will arrive in the same packaging as a standard online order.

Tracking a gift order 

Order and tracking information is linked to the person who placed the order. Once the order has been despatched, you can use your despatch confirmation email to check its progress and share the tracking information with the recipient if needed.

Returning a gift 

If the recipient wants to return an online gift, they can take it to a River Island store with a copy of the purchaser’s despatch confirmation email. They can exchange the item, subject to availability, or receive the refund on a River Island gift card.

If the gift is being sent back to us instead, the person who placed the order will need to register the return. Any refund will go back to the original payment method used to place the order, it can’t be redirected to the recipient or changed to a gift card.

Store purchase with original receipt paid with card and need to have original card present or we can’t refund. If they have a gift receipt they can exchange or trigger a refund onto a digital gift card. If  the purchase was paid using cash we can refund to cash.

If there’s a problem with the order 

For privacy and security, we can only discuss order or account information with the person who placed the order.

We’re unable to deliver to PO Boxes, airports, hospitals or prisons.

Our delivery partners may also be unable to deliver to an address if it is considered insecure or unsuitable for delivery. If this applies to your order, you’ll need to choose a different delivery address.

Unlimited Delivery is a 12-month subscription for selected UK delivery and collection services.

1. Cost: £20 for 12 months. 
2. Purchase: add Unlimited Delivery when you place an order.  
3. Using it: delivery options should show as free at checkout once the subscription is active.   
4. Renewal: the subscription does not renew automatically.   
5. Cancellation: you can cancel within 14 days for a full refund if you have not used the subscription; if you have used it, the refund is reduced to reflect that use. For more information about Unlimited Delivery visit our T&Cs.

If free delivery isn’t showing

First check that:

1. you’re signed in to the same River Island account you used when you bought Unlimited Delivery;  
2. the subscription is still within its 12-month validity period;
3. you’re choosing a delivery or collection option that is included with Unlimited Delivery.  

If you use a different sign-in method, such as Apple or Google, or check out as a guest, your Unlimited Delivery subscription may not appear because it is linked to the account used when it was purchased.

If you’ve checked these and free delivery is still not showing, contact our Customer Services team.

Why was my order returned to River Island? 

A delivery partner may return your order to us if:

1. the parcel was refused;
2. they couldn’t access the delivery address after several attempts;
3. the delivery address was incomplete;  
4. the parcel or shipping label was damaged in transit; or  
5. the order wasn’t collected from the collection point in time.  

Sometimes an order is returned for reasons outside your control.

What happens to my order? 

Unfortunately, once the parcel is being returned to us, we can’t stop the return or send the same order back out to you.

If you still want the items, you’ll need to place a new order. We know this may be frustrating, particularly as we can’t guarantee that the same items will still be in stock.

When will I get my refund? 

Once we’ve emailed you to confirm your refund, it can take up to 5 days for the money to appear back in your account.

If it hasn’t appeared after 5 days, contact your bank first. Once we’ve issued the refund, the remaining processing time is with your bank and we’re unable to speed this up.

If you paid by gift card, we’ll send a new digital gift card to the email address used to place the order.

If you’ve been charged a returns fee

You shouldn’t be charged a returns fee if the delivery partner returned the parcel for a reason outside your control.

If a fee has been deducted from your refund, contact our Customer Services team so we can check it.

Choose an InPost location

At checkout, select InPost and choose the locker or shop you want to use. Find an InPost locker.

Opening hours

Most InPost lockers are open 24/7. Check the opening hours for your chosen location before travelling.

Track your parcel

Use the InPost app or the tracking link in the email from InPost.

Know when it is ready

InPost will send an email and text with your collection code. The code is also available in the InPost app if you use it.

Collect from a locker 

Scan the QR code or enter your mobile number and collection code. The InPost app may also allow contactless opening.

Someone else collecting for you

You can send them a screenshot of the QR code, or they can use your collection code and mobile number.