At RIVE IS Clothing Shop, we’re committed to ensuring your complete satisfaction with our inclusive fashion collections. We understand that finding the perfect fit is important, which is why we offer a straightforward returns and exchanges process for our extended-size offerings.

Our Returns Policy

You may return most unworn, unwashed items with original tags attached within 15 days of receiving your order for a refund or exchange. Please note:

  • All returns must be in original condition with tags attached
  • We cannot accept returns on final sale items or personalized products
  • For hygiene reasons, we cannot accept returns on jewellery, watches, and sunglasses unless faulty

Important: Due to the intimate nature of certain products, we cannot accept returns on Bags & Purses if the hygiene seal has been broken or if they show signs of use.

How to Return an Item

Follow these simple steps to process your return or exchange:

  1. Initiate your return request within 15 days of delivery by emailing us at [email protected] with your order number and details about the item(s) you wish to return or exchange.
  2. Wait for approval – Our customer service team will respond within 2 business days with return instructions and your Return Authorization Number (RAN).
  3. Package your items securely in the original packaging if possible, including all tags and labels.
  4. Ship your return to our Birmingham facility using a trackable shipping method. You are responsible for return shipping costs unless the return is due to our error.

Return Shipping Options

You may choose your preferred shipping method for returns:

  • Standard Return: Use any trackable courier service (recommended for faster processing)
  • International Returns: Please mark the package as “Returned Goods” to avoid customs charges

Note: Original shipping fees are non-refundable, and return shipping costs are the customer’s responsibility unless the return is due to our error.

Refund Process

Once we receive and inspect your return:

  • Refunds will be processed within 5-7 business days after we receive your return
  • Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Please allow additional time for your bank or credit card company to process the refund (typically 3-5 business days)

Exchanges

We’re happy to exchange items for a different size or color, subject to availability:

  1. Follow the standard return process above
  2. Clearly indicate in your return request that you’d like an exchange and specify your preferred replacement item
  3. If your exchange item is of higher value, you’ll need to pay the difference
  4. If your exchange item is of lower value, we’ll refund the difference

Note: For international exchanges, additional shipping charges may apply.

Return Request Template

Use this template when emailing your return request to [email protected]:

Subject: Return Request – Order #[Your Order Number] Dear RIVE IS Customer Service Team, I would like to request a [return/exchange] for my recent order #[Your Order Number], placed on [Order Date]. Details of item(s) to be returned: – Item Name: – Size: – Color: – Reason for return: [For exchanges only] I would like to exchange this item for: – Item Name: – Size: – Color: Please let me know the next steps and provide the Return Authorization Number. Best regards, [Your Full Name] [Your Email Address] [Your Contact Number]

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item:

  • Contact us immediately at [email protected] with photos of the issue
  • We’ll arrange for a free return shipping label if needed
  • You’ll receive a full refund or replacement (your choice)

Our Returns Address

Please wait for your Return Authorization Number before shipping items to:

RIVE IS Returns Department
93 Cornwall St
Birmingham, GB B4W 6FW

We appreciate your trust in RIVE IS Clothing Shop and our commitment to inclusive fashion. If you have any questions about our returns policy, don’t hesitate to contact our customer service team.