Returns

CAN I RETURN MY ITEM FOR A REFUND OR EXCHANGE?

If for any reason you are not completely delighted with your purchase, we will happily accept a return for an exchange or full item refund. All furniture pieces must be returned in the original packaging and there will be a £30 re-stocking fee. Please note this is for full priced items, sale items are exchange only.

HOW LONG AFTER PURCHASE CAN I MAKE A RETURN?

Returned items must be received within 30-days of receipt for UK orders and currently we cannot accept international orders.

HOW TO MAKE A RETURN:
  1. Please email info@riverivy.com prior to sending your return
  2. We always recommend returning your items via a recorded service as we unfortunately can't be held responsible for any items that do not reach us.

 

HOW LONG DOES A REFUND TAKE?

We aim to process all returns within 10-14 working days of delivery to us, at which time we will issue a full refund or exchange and will follow up with a return confirmation e-mail. The refund will be processed back to your original method of payment. Please note we do not contact you when an item arrives back to us, but only once your refund / exchange has been issued 10-14 working days later.

CAN I GET MY SHIPPING FEES BACK?

We regret to inform you that any original shipping fees or return shipping charges are non-refundable, unless the error was made on our part. In the rare event that you do receive an imperfect item, please do contact us at your earliest convenience. In such an event, we prefer to remedy on a case-to-case basis to ensure the best customer service and overall satisfaction.

I RETURNED AN ITEM AND IT WAS INCORRECTLY REFUNDED OR REPLACED.

We're really sorry if we've made a mistake with your exchange/refund. Please send us a message at info@riverivy.com so we can fix this for you right away.

I HAVE RECEIVED A FAULTY ITEM.

We are truly sorry if you have received a damaged item from us. We can only assume this occurred during the manufacturing process and has somehow slipped through the net. Please send us an image so we can look into this & organise for another one to be sent to you!

I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER.

We're really sorry if we've made a mistake with your order. Please send us a message so we can fix this for you right away.

DO I HAVE TO PAY FOR RETURN POSTAGE?

We're unable to cover return postage costs unless your item is faulty. Customers are urged to hold onto proof of postage as we're also not responsible for returns lost in the post. If you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return.

HAVE YOU RECEIVED MY RETURN?

Please allow up to 14 working days for your parcel to be returned to River & Ivy We will send you a confirmation email receipt once your return has been refunded. If you haven’t heard any communication from us after the 10 working day timescale, please contact our customer care team with your order number and details of the items returned.
If you've returned more than one order in the same parcel, please allow 72 hours for all your returns to be completed.