Returns & Refunds
RETURNS & REFUNDS
UK RETURNS
We offer returns in the UK for all non sale items.
Our returns process is operated through Royal Mail.
You have 14 days to return your purchase (UK) from date of receiving your order.
Please return the items in perfect saleable condition, in their original packaging, with the Returns form (included in your delivery) as proof of purchase.
If you have misplaced the returns slip from your package, you can generate a new one from your emailed order confirmation.
A £1.99 returns processing fee will be deducted from your refund to cover return processing fees.
OUTLET ITEMS ARE FINAL SALE AND ARE NON RETURNABLE
How to Return Your Item
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Go to our website and click on ‘My Account’ (top right corner).
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Log in and view your Order History.
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Select the order you wish to return.
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Click ‘Request Return’ next to the item.
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Once your request is approved, a return label will be emailed to you.
- Print the label, attach it securely to your parcel, and drop it off at your nearest Post Office. We are only responsible for your returned parcel when it has been received by us. Items lost in transit will not be treated as having been returned. Please therefore ensure your returns postage method has sufficient insurance to cover the value of your items.
- Please keep your proof of postage so if, in the unlikely event, your parcel goes missing you can take this up with the courier/postage company .
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Once we receive your item we will inspect it and notify you on the status of your refund. If your return is approved, we will initiate a refund to your original method of payment. You will receive the credit within a certain number of days depending on your card issuer’s policies.
A £1.99 returns processing fee will be deducted from your refund to cover return processing. Original shipping costs are non-refundable.
Please note we cannot be held accountable for clothes which have been washed incorrectly. We advise washing on a cold gentle cycle with a mild detergent, and air drying flat.
IN STORE
You can return in store for a refund, exchange or gift card/store credit.
GENERAL EXCLUSIONS TO OUR RETURNS POLICY
*Items excluded from this policy are any special orders (personalised items); hats; hair accessories; make-up; skincare; fragrance (including home fragrance); edible items such as chocolates. These items are non-refundable and cannot be exchanged.
EXCHANGES
You can request an exchange by emailing us at hello@southoftheriver.co.uk with your order number and name. Please state which item you would like to exchange indicating size and colour if applicable, we will check and then let you know as soon as we can - please allow time at weekends as we are not in the office. We will not charge the refund processing fee.
For a quicker process, you can place a new order for the replacement size and return the original as quickly as possible for a full refund. Please ensure the return is in acceptable condition and is reaches us within the stated return period (see REFUND POLICY above).
Purchasing the replacement size straight way will ensure that you will not miss out if another customer purchases 'the last one' while your return is in transit or being processed.
OUTSIDE 14 DAYS OF RETURNING
Please note all full price purchases must be returned within 14 days from receipt. Any purchases returned outside of these time periods will be considered for store credit or exchange.
'OUTLET SECTION'
OUTLET ITEMS - CLEARANCE, SOLD AS SEEN, FINAL SALE & NON RETURNABLE
Items marked as ''Outlet' 'Clearance' 'Final Sale' 'Non Returnable' 'Sold as Seen' or included in our 'End of Season Clearance' or 'OUTLET' are sold as 'final' and we DO NOT accept returns for these Items.
'Clearance' or 'Outlet' items are already heavily discounted and often below cost-price hence the change in our normal flexible return policy.
FAULTY ITEMS
All faulty goods will be refunded plus any shipping costs incurred.
USING YOUR OWN DELIVERY SERVICE
If you decide to use your own service, the cost of returning the goods and the safe return of goods is your responsibility.
We suggest you use a recorded delivery service.
Send the items within 14 days of receipt to:
South of the River, Unit 9, Sevenoaks Business Centre, Cramptons Road, Sevenoaks, TN14 5DQ
Rest of the World Returns
For orders outside of the UK it is the customer's responsibility to pay the return postage including all tax and duties that are applicable. We recommend that you gain proof of postage for your returned item, as we cannot be held responsible for anything that gets lost or damaged in transit.
International customers must clearly mark their return packages “British Return Goods” with a domestic value of £0.00, as your returned items are not applicable to Duty once they reach the UK. Please ensure you mark your parcel with £0.00, otherwise South of the River will be charged custom duty, VAT and a clearance fee on your returned order. This fee will be deducted from your refund amount.
Returned postage charges will only be refunded if the item is damaged or faulty.
please return your items to:
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This does not affect your statutory rights.
Always happy to help!
Any queries or concerns please email us at : hello@southoftheriver.co.uk
