River Island Refusing Refund


On 26th November 2023 I ordered three pairs of boots from River Island which cost a total of £132.00. This was estimated to arrive on 1st December 2023 via Royal Mail. On the 1st December I received an email from Royal Mail saying that my parcel had been delivered. However, no parcels had been delivered to my address on that day. On the 1st December I also received an email from River Island informing me that the return for one of the pairs of boots I ordered had been processed and I would receive a refund of £36. I did receive this refund of £36.

I contacted River Island to explain that I had not received my parcel and they explained that they would investigate. On 4th December 2023 I received a parcel from River Island. The customs declaration on the outside of the parcel indicated that it contained my three pairs of boots, but inside the package was three items of children’s clothing that I did not order.

I responded to the last email I received from River Island customer services and explained that I received a parcel containing items that I had not ordered. I did not receive a response for four days and so re-contacted River Island via the customer services form on their website. I was advised to return the items via the River Island returns portal and to mark the items as incorrect item received as the reason for the return. I did this and posted the items via Royal Mail as instructed on the 11th December. On the 14th December I received an email from River Island confirming that they had received the parcel and that a refund would be processed within 10 working days.

By 27th December I still had not received a refund of £96 and so contacted River Island again. I was asked to provide proof of returns and so uploaded screenshots of the email that I received from River Island confirming that they received my returned parcel and uploaded screenshots of the tracking details from Royal Mail which showed when I posted the parcel and when River Island had received this. However, River Island will not process the return as I no longer have the paper copy of the proof of postage that Royal Mail issued when I first dropped the parcel off. They claim that this is part of their terms and conditions, and will not issue the refund without it. I have contacted them multiple times, but receive the same stock email.

Unfortunately based on their trustpilot reviews and posts on twitter/x this seems to be a common issue.  Is there any chance of getting my money back or is it a lost cause?



  • the_lunatic_is_in_my_head
    the_lunatic_is_in_my_head Posts: 7,320
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    edited 8 January at 2:59PM
    Try a chargeback with your card provider OP.

    Does the Royal Mail tracking show the little map with the GPS location for the scan?
  • I will try a charge back and hopefully get sorted. 

    No map, unfortunately. The tracking just says delivered and then when the drop down tracking history menu is opened shows where the parcel has been and when, as well as when/where it was signed for
  • FrankRizzo
    FrankRizzo Posts: 214
    First Post First Anniversary Combo Breaker
    As above try charge back
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