FAQ
Exchanges And Returns FAQ Rivers
How can I return an item?
For in-store exchanges just bring your invoice and original method of payment along with your purchase.
Items can be exchanged in-store free of charge within 30 days from the date your order is received.
For Online returns, please refer to our Returns Page for more information.
How can I exchange an item?
Rivers online orders cannot be exchanged, and no refunds will be provided unless the item is faulty.
If you require a different size or product please place a new order at https://www.rivers.com.au/ or visit your local Rivers Store for an exchange.
Simply bring your invoice and original method of payment along with your purchase, Items can be exchanged in store within 30 days from the date your order is received.
Certain conditions apply. Please refer to our Returns Page for more information.
I've been sent a gift - how do I return or exchange it?
As a gift recipient you have the same opportunities as a purchaser to exchange or return your item. All you need is an order confirmation to show proof of purchase. Please note that if you require a refund it will be in the form of a Rivers Gift Card (and the $ for $ policy as outlined above will apply).
What can I do if something is wrong with my order?
We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please contact Customer Care Team and have handy your order number. From here we will arrange for the faulty item to be returned free of charge and you will be provided with a return authorisation ID. Once we receive the item back we will be in contact to let you know next steps. If we are sending you a replacement item, we will do so as quickly as we can. Please refer to our Returns Page for more information.
Do you refund sale items?
As of Monday 4 February 2020, Sale items are non-refundable for change of mind, instore or online. Please refer to our return policy for more information
ARE THERE ANY ITEMS I CANNOT RETURN?
Due to personal hygiene reasons, we do not accept returns on swimwear, underwear and earrings.
DO YOU ACCEPT RETURNS?
No refunds will be provided. However, we want you to be happy with your purchase and if you’re not, we want to help. We can provide a credit note for almost all items under the following conditions:
- It is within 30 days of when you received your item
- The item is unworn, in its original condition and has tags still attached
- You have a proof of purchase
- If you made a purchase after the date of appointment and you change your mind, we will provide you with a store credit.
- If you made a purchase before the date of appointment, being 28 October 2024 and you change your mind, we will provide you with a store credit. However, this store credit in respect of pre-appointment sales can only be redeemed on a $ for $ basis. That is, if you have a store credit for $20, you will need to spend another $20 to redeem the voucher.
HOW CAN I RETURN MY ITEM?
There are several ways to get your items back to us. Please see It is best to see our Returns Page for a step-by-step guide.
WHAT CAN I DO IF THERE IS SOMETHING WRONG WITH MY ORDER?
If you notice a fault or defect with any items in your order, please contact our Customer Care Team right away. We can arrange for the faulty item to be return free of charge and a replacement sent to you as quickly as possible.
HOW LONG WILL IT TAKE TO RECEIVE MY REFUND?
No refunds are permitted for change of mind. In the case of faulty goods, we strive to return your funds to you as quickly as possible. This can take up to 15 business days, as we are only able to begin processing a refund once we have received your returned items. Please allow for a little extra time during busy periods (such as Christmas, Easter or large sales) as it may take longer for Australia Post to get your package to us. For faster refunds, you may be eligible to return your goods in store. It is best to see our Returns Page for more information. In this case, please be aware that it still may take a few days for your financial institution to return the funds to your account.
We have compiled our most frequently asked questions to help you get the answers you need quickly.
1. How do I order online?
2. Can I change or cancel my order?
3. What if an item is no longer available for purchase online?
4. How can I pay for my order?
5. What currency am I charged in?
6. How do I redeem a promotional or voucher code online?
7. How secure is my personal information and credit card?
8. How do I add an item to my wishlist?
9. How do I know what size I am?
10. Where are your stores located?
11. How much does delivery cost?
12. How does Click & Collect work?
13. How long will it take for my order to arrive?
14. If there is a problem with my order, who do I contact?
15. What is your policy on returns and exchanges?
16. Does Rivers have a loyalty program?
Ordering from the Rivers website is simple. Just click on the item you want to buy, select the size and colour you’re after, and click “Add to My Bag".
You can continue adding items to your bag and when done, click on “My Bag" in the top right-hand corner to checkout.
You will need your credit card details, Afterpay or a PayPal account to finalise your order, promotional codes that might be relevant, as well as your delivery address.
2. Can I change or cancel my order?
Yes, you can change your order whilst you are still browsing by simply clicking on 'remove' in “My Bag".
However, once your order has been confirmed, you won’t be able to cancel or change it. If this happens, the order will be sent to you and once received, you’ll be able to return it.
Please note: this does not apply to Final Sale items. All Final Sale items are non-refundable for change of mind, instore or online purchases.
Please have a read of our Returns Policy if you’d like more information on this.
3. What if an item is no longer available for purchase online?
Because our popular items sell out quickly, if you see something you love, we would suggest you order it without delay!
4. How can I pay for my order?
We accept VISA, MasterCard, American Express, PayPal, Afterpay. Afterpay is only available in Australia. Your card will be debited at the time of dispatch and the transaction will appear on your statement as Rivers. Gift cards can currently not be purchased or redeemed on our website.
5. What currency am I charged in?
You are charged in the currency of the country in which your IP address is located. For this reason we advise against the use of VPN's when shopping on our site.
6. How do I redeem a promotional or voucher code online?
1. You must be logged in to redeem the voucher. Please login or register an account
2. Add items to your bag
3. At the checkout click on "Have a Voucher?"
4. Enter your reward voucher or promotional code. (Please ignore any dashes. If you have an instore rewards vouchers please enter the code before the slash)
5. Press "Apply".
Your code should now be applied to your cart.
If not:
1. Double check you’ve entered it correctly
2. Make sure you’ve met any minimum spend requirements*
3. Check the expiry date to ensure it’s still valid
If all else fails, please contact our Customer Care team HERE.
As we have just changed the way we issue our e-gift cards, any Gift Vouchers purchased prior to the 3rd April 2017 may only be redeemed online until 3rd April 2017. You may however use these vouchers in Rivers retail stores anytime up until the expiry of the voucher. Any vouchers purchased from 4 April 2017 may be used in store. Please contact us if you require assistance.
*Welcome & Birthday Vouchers have a $120 Minimum spend. Rewards Vouchers have a $15 minimum spend. See all voucher Terms & Conditions Here.
7. How secure is my personal information and credit card?
Your security while shopping online with Rivers is extremely important to us, and we have taken all reasonable measures to ensure that your credit card and personal details are kept safe at all times.
All pages that require you to enter your personal information or payment details on our site are secure, using 128-bit SSL encryption.
To ensure that the page you are viewing is secure, look for a padlock icon in your browser. This verifies the authenticity and validity of our website security.
8. How do I add an item to my wishlist?
You need to be logged in to add an item to your Wishlist. Simply select the item you’re interested in, and click “Add to Wishlist".
You can go back and view your Wishlist by clicking on the tab on the My Account link at the top right of the screen. From here, the items can easily be added to your bag to checkout. Your wishlist will be saved until the items are sold out.
9. How do I know what size I am?
Rivers uses Australian sizes. Take a look at our Rivers Men's Size Guide
and Rivers Womens Size Guide to ensure you get the best fit.
10. Where are your stores located?
Click through to the Store Finder page, then search by town or postcode to find your nearest store.
The search results will display store addresses, phone numbers and trading hours.
11. How much does delivery cost?
Online orders totaling less than $120.00 AUD that are shipped to an address within Australia incur a flat $12.95 shipping and handling fee unless a promotion states otherwise.
Online orders totaling $120.00 AUD or more that are shipped to an address within Australia are shipped for free.
New Zealand Orders incur a $15 Shipping Fee
Click & Collect is a free service for all our customers. You only have to pay for the items you purchase. Even if not all items in your order are available at the store, and your whole order is sent to your home address from our warehouse, we will still not charge you for delivery.
Click on our Delivery page for more details.
12. How does Click & Collect work?
Please refer to our Click & Collect page for full details
13. How long will it take for my order to arrive?
Australian orders should be dispatched 5-7 Business Days after placing your order.
Please note: If you receive your shipment confirmation email over the weekend, your order will not be dispatched until the next business day, after which your tracking will be enabled.
On rare occasions, the customs agency may choose to delay individual shipments as a random security measure.
If your order has not arrived within the above time frames, please contact our Customer Care Team. Please make sure you indicate any special delivery instructions in the space provided on the delivery page at checkout.
14. If there is a problem with my order, who do I contact?
If there is a problem with your order, please contact our Customer Care Team.
15. What is your policy on returns and exchanges?
Please refer to our Returns Page for further information.
16. Does Rivers have a loyalty program?
Yes we do!
Rivers Rewards is our official loyalty program. By becoming a member of Rivers Rewards you’ll have exclusive access to special offers and earn points for every dollar you spend in-store and online. Earn 1 point for every dollar spent on eligible transactions. Please ensure you sign in to your account before checking out.
If you check out as a guest, you will not receive rewards points for that order.
It only takes a couple of minutes to sign up, and it's free! Join Rivers Rewards Rivers Rewards.