Return Policy

At River & Mara, we take pride in the quality of our products and want you to be satisfied with your purchase. If for any reason, you are not satisfied with your order, you may return it for a refund within 14 days of receiving the item(s). Please review our refund policy below, which includes additional provisions for customers based in the European Union (EU) and the United States.

 

Eligibility of Return:

To be eligible for a return, your item(s) must meet the following criteria:

1. The return request must be submitted within 14 days of receiving your order.
2. Items must be in their original, unworn, unwashed, and undamaged condition, with all tags attached.
3. Items must be free of any stains, odours, or other signs of wear.
4. Sale items, accessories (such as scrunchies and headbands) and gift cards are final sale and cannot be returned.

 

Additional Provisions for EU Customers:

In accordance with the EU Consumer Rights Directive, customers based in the EU have the right to cancel their order and return the item(s) within 14 days without giving any reason. The cancellation period will expire 14 days from the day you received your order.

To exercise this right, you must inform us of your decision to cancel your order by contacting our customer support team at hello@riverandmara.com. Please note that the above return eligibility criteria still apply to EU customers.

 

Additional Provisions for United States Customers:

Customers based in the United States may be eligible for prepaid return shipping labels if their return is due to an error on our part, such as receiving a damaged or incorrect item. To request a prepaid return shipping label, please contact our customer support team at hello@riverandmara.com.

 

Return Process:

We're happy to announce that we offer free UK Returns! To initiate a return, please click here and follow these steps:

1. A free QR-code returns will be sent to you.
2. Securely pack your item(s) with the original packaging, if possible, and include a note with your order number.
3. Scan the QR-code at any Evri drop-off to return your order.
4. Once we're received your return and inspected it we'll process your exchange or refund within 10 working days.

 

Refund Processing:

Once we have received your return package, our team will inspect the item(s) to ensure they meet the return eligibility criteria. If your return is approved, we will process the refund (excluding delivery and return costs), and a credit will be applied to your original payment method within 5-10 working days. Please note that it may take additional time for your bank or credit card company to process the transaction and post the refund to your account.

If your return is not approved, we will notify you via email, and the item(s) will be returned to you at your expense. If more than 15 business days have passed since we’ve approved your return, please contact us at hello@riverandmara.com

 

Exchanges:

Please let us know if you wish to exchange your item(s), we'll create a returns label for you and reserve your exchange item until we've received your return. You'll receive shipping confirmation once your exchange has been shipped.

 

Damaged or Incorrect Items:

If you receive a damaged or incorrect item, don't hesitate to contact our customer support team within 48 hours of receiving your order. We will work with you to resolve the issue and may request photos of the damaged or incorrect item(s) for our records.

If you have any questions or concerns about our refund policy, please contact our customer support team at hello@riverandmara.com. We are here to help and ensure you have a pleasant shopping experience with River & Mara.