FREQUENTLY ASKED QUESTIONS
>> COVID 19- Coronavirus
Is it safe to shop from your site?
The health and safety of colleagues and the wider community has always been our first priority. We have enhanced safety measures in place to safeguard teams, going above and beyond government guidelines to maximise protection using social distancing measure and PPE, including masks, gloves and sanitiser
What about the delivery of my purchase?
For your safety, we are working with our shipping partners, Royal Mail and DHL to ensure all appropriate health and hygiene standards are adhered to. They are currently operating a contactless delivery system. Where a signature would usually be required or this has been requested by you, they will endeavour to take the recipient’s name as proof of delivery and follow socially distanced protocol. When a signature is waived by you or not possible, they will leave your parcel where you specified.
Please note that WAA Fashion Ltd. or our shipping partners will not be held responsible for any loss or damage that may occur once your order has been delivered as set out above.
Why is my return taking longer to process?
Your return may take slightly longer to process as we have enhanced health and safety measures in place to protect our teams and customers. We are ensuring a minimum of 72 hours to process returned packages.
>> DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?
You can shop without creating an account. However, if you register with us, you’ll enjoy the following benefits:
- Track your orders and review past purchases
- Add pieces you love or missed out on to your Wish List
- Save your address and card details so you can shop even quicker in future
>> CAN I RETURN OR EXCHANGE AN ITEM OR ORDER?
We hope you’re really happy with your River Island purchase. If not, follow this link and you’ll find everything you need to know about returns and exchanges. If you require further assistance please Contact us directly.
>> CAN I CANCEL OR AMEND MY ORDER
Yes. If you placed an order in error or will like to make some amendments on your order. You can do so within a few hours of placing your order. Please send us an email to firstname.lastname@example.org
If you have already received an email that your 'order is on its way', we’re sorry but it’s too late for us to cancel your order. Don’t worry, you can still return your items for a full refund.
>>WHEN WILL I RECEIVE MY REFUND?
Refunds will be processed using the original payment method.
We aim to process your return and issue your refund within 3 working days of drop off (when we receive the returning item). Please note that it is your prerogative what postal service option you choose to return i.e courier company you choose or the time it takes for your returning item to reach us. However we only advise that you ensure it is safe and secure as WAA Fashion Ltd. is not responsible for damaged, lost or stolen returning items.
We will email you as soon as we have issued your refund. Your refund will be visible on your statement between 1 and 10 days after it has been processed, in line with the processing lead times of your payment provider.
>>WHERE IS MY ORDER?
Deliveries to the UK
Once an order is received, we aim to despatch within 1-2 days for standard shipping and within 2-4 hours for Next day delivery. When your order is despatched, we'll send you an email with your tracking number and a link to our carrier’s website to tell you the current status of your delivery.
*UK standard delivery time: 2-4 working days ; *UK Next day within 24hrs.
Deliveries Outside the UK
When your order is despatched from our Distribution Centre, we’ll send you an email to notify you that your order is on its way.
If you have chosen shipping option with tracking, we will provide you with a tracking number and link to our courier’s website; this will show you the current status of your delivery and the tracking history.
*International standard delivery time: 7-10 working days; *International Express shipping: 2-4 working days
For more information click here
>>PRODUCT AND GENERAL INFO
Are the products true to size?
Yes. Most of our products are true to size and you can usually order your regular hughstreet shop size. However, some may run smaller or bigger depending on the design. For a more detailed sizing advice for a particular product, chat with one of our friendly customer care reps via live chat or send us an email.
where can I find the size chart?
Please refer to our Size Guides for information regarding our sizing.
Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle their payments.
How does Pay later in 3 interest-free instalments work?
Pay later in 3 interest-free instalments is a form of credit which allows you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by River Island and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.
Am I eligible for Pay later in 3 interest-free instalments?
To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?
Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay later in 3 interest-free instalments before does not mean it will be offered for every order. In turn, if your application for Pay later in 3 interest-free instalments is denied, it does not mean it will be denied for future orders.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.
Will a credit search take place?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor WAA FASHION run credit searches against you that could impact your credit rating.
Why have I not been offered Pay later in 3 interest-free instalments?
Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.
What are my payment options with Klarna?
Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.
What happens if I cancel or return my order?
As soon as WAA FASHION have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.
What happens if I don’t pay for my order?
Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at WAA FASHION from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience.
You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time. If you fail to make a payment you will be in default, and may be unable to use Klarna in the future. We may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.
I have been asked to go to the Klarna site. Is this correct?
You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by River Island. All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date?
Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.
Have you received my payment?
Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at Klarna.com/uk.
What happens to my statement, when I've returned the goods?
Once WAA FASHION has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.
I've received a statement, but I've not yet received my goods.
In the event that your goods have not been received please contact WAA FASHION to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.
I’ve cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.
I’ve asked for a refund. How will I be refunded?
Refunds shall be issued back to the debit or credit card which was originally entered at checkout.
I haven’t received an email with my statement/payment information.
You can log in the Klarna app or at www.klarna.com/uk , where you will find all of your orders and payment schedule information.
I still have questions regarding payment, how can I get in touch?
Visit Klarna app Klarna’s Customer Service for a full list of FAQs, live chat and telephone options.