Refund policy

Returns & Refund Policy

At Riverly London, we want you to be happy with your purchase. This policy explains your right to a refund or exchange, including your legal rights as a UK consumer under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

Your Right to Cancel (14-Day Cooling-Off Period)

As a UK consumer, you have a legal right to cancel your order within 14 days of receiving your item, without giving any reason. This is separate from — and in addition to — our own 30-day return policy below.

To cancel within this period, simply notify us by contacting info@riverlylondon.com before the 14 days have passed. You will then have a further 14 days to return the goods to us.

If you cancel under this right, we will refund the price of the goods in full, including standard delivery charges, within 14 days of receiving the returned item back (or evidence you've sent it back, whichever is earlier). You will be responsible for the cost of returning the goods unless we tell you the item is faulty or not as described.

Our 30-Day Return Policy

In addition to your legal cancellation rights, we offer a 30-day return policy from the date you receive your order.

To be eligible for a return, the item must:

Be unworn and unused
Be in the same condition as when you received it
Have all original tags attached
Be returned in its original packaging
Include proof of purchase or your order number

Items that do not meet these conditions may not be eligible for a refund.

How to Request a Return

To request a return, please contact our customer service team at info@riverlylondon.com.

Please include your order number, the item(s) you would like to return, and the reason for the return.

Please do not send any items back before your return request has been approved and you have received return instructions from our customer service team.

Once your return request has been approved, we will provide you with the relevant return instructions and the applicable return address.

You can contact us at any time if you have questions about your return at info@riverlylondon.com.

Damaged, Defective or Incorrect Items

Please inspect your order when you receive it.

If your item arrives damaged, defective, or you receive an incorrect item, please contact us as soon as possible at info@riverlylondon.com.

Please provide your order number and clear photographs of the item and the issue so that we can assess the situation and determine the appropriate solution.

Under the Consumer Rights Act 2015, you have the right to a repair, replacement, price reduction, or refund if goods are faulty, not as described, or not fit for purpose. If your item is faulty, you may be entitled to a full refund within 30 days of purchase; after this period, you may still be entitled to a repair or replacement. This is in addition to, and is not affected by, the return conditions described elsewhere in this policy.

Non-Returnable Items

For hygiene and safety reasons, certain items may not be eligible for return. These may include:

Items that have been worn, washed, altered, or damaged after delivery
Items without their original tags
Items without their original packaging where the packaging is required for resale
Gift cards
Items clearly identified as non-returnable at the time of purchase

If you are unsure whether your item is eligible for return, please contact us before sending it back.

Sale Items

Unless otherwise stated on the product page or required by applicable consumer law, sale items are subject to the same return conditions as other products.

Nothing in this policy limits or excludes any rights you may have under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable UK consumer protection law.

Exchanges

If you would like a different size, colour, or item, please contact our customer service team.

Where an exchange is available, we will provide instructions for returning the original item and arranging the replacement.

Availability of replacement items is subject to stock levels at the time the exchange is processed.

Refunds

Once we receive your returned item, we will inspect it and notify you whether your refund has been approved.

If your return is approved, the refund will be issued to the original payment method.

Please allow up to 10 business days for us to process an approved refund. Your bank or payment provider may require additional time to process and display the refund in your account.

If you have not received your refund after the applicable processing period, please contact us at info@riverlylondon.com.

Return Shipping

Unless the item is defective, damaged, incorrect, or otherwise required by applicable consumer law, return shipping costs are the responsibility of the customer.

We recommend using a tracked shipping service when returning an item, as we cannot be responsible for returns that are lost in transit before they reach us.

Contact Information

Store Name: Riverly London
Company Name: PJK Commerce
Company Address: Buikslotermeerplein 1676, Amsterdam, Noord-Holland, 1025 XL, The Netherlands
Company Registration Number: 42021678
Phone Number: +447723955091
Email: info@riverlylondon.com

Warehouse Address: 35 Catherine Pl, Buckingham Gate, London SW1E 6DY

Customer Service Hours:
Monday - Friday: 09:00 AM - 05:00 PM
Saturday: 10:00 AM - 05:00 PM
Sunday: 10:00 AM - 05:00 PM

We aim to respond to customer enquiries within 24 hours during business days.

Important

This Returns & Refund Policy is subject to applicable UK consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy is intended to remove, restrict, or exclude any rights or remedies that cannot legally be excluded.