Frequently Asked Questions
If you don’t find the answer to your question below, please contact us, our Customer Services Team will be more than happy to help you.
Shopping at the River Woods stores
Shopping at the River Woods Online Store?
Shopping at the River Woods stores
How can I find where my nearest store is?
Our store locator will be able to tell you your nearest store and address details along with the telephone number and opening times, it will also give you some alternative stores in and around your location and tell you how far they are away from you.
To find your nearest store please use our Store Locator (click here).
Can I use my customer card online?
Currently you can not use your customer card online. Online purchases have to be payed through one of the available payment methods.
Shopping at the River Woods Online Store?
How do I order online?
Browse the different categories and select the product(s) of your choice.
Select your color and size. You can view the size guide table if you want to know how to select the best size for you.
View the sizes and colors available in the item you are considering, by using the size and color buttons. Then simply make your selection.
Once you have selected the right product, color and size you can click "Add to Cart".
When you have successfully added an item to your shopping bag, you'll see a notification pop-up. Then you can either continue to the checkout and finalize your order, or continue shopping.
You can always check the contents of your shopping bag by clicking the bag in the top right corner of the page. The shopping bag will pop-up, leaving you the choice to view your bag/cart in detail or to checkout and finalize your order.
I can’t find my country in the address field?
You can select your country in the left upper corner of our site. On a mobile device or tablet you’ll find it at the bottom of the page.
Do I need to create a River Woods account?
You can browse on our website and add items to your basket without creating an account, but to make any purchases you need to create an account by providing an email address and creating a password. Once you've created an account, shopping with us will be even easier:
- Save your personal and payment details for speedier checkout
- Save multiple delivery addresses
- View all previous orders from your account
- Track any order you're waiting to have delivered
If you choose to subscribe to our newsletter, we'll keep you up to date with all the latest fashion news. We’ll only send you email newsletters if you ask us to. We’ll never pass your details onto anyone else and you can unsubscribe whenever you like.
Why can't I sign into my account?
If you’re having trouble signing in, please check you’re using the same email address and password you used to register with us. Our passwords are case sensitive, so check you haven't accidently left Caps Lock on.
If you forget your password, you can reset it, by clicking on the forgotten password link on the login page. An e-mail containing a link to create a new password will be sent to the email address with which you registered. Please check your junk mail fulder in case it makes its way there.
How do I know which size to purchase?
Some sizes may differ between brands. Online we carry US sizes and show how these compare to French sizes.
Click here for our size charts. It will help you in determining the right fit.
How can I pay on your site?
You can pay using a wide range of debit and credit cards or a PayPal account.
When you check out, you will have be offered the choice to pay with your debit/credit card or to checkout using PayPal.
You will need to tick the box to accept our Terms and Conditions and then you will be taken to the site of the chosen payment provider to complete your order.
Will I be charged VAT?
All prices are VAT included.
Can I use my River Woods gift cards online?
Unfortunately, currently we are unable to accept River Woods Gift Cards or Credit Notes for online payment. You are able to redeem these at our stores.
Do you accept PayPal?
Yes, you can use your PayPal account to place orders online at www.riverwoods.net. You should sign into your account (or create one if you don't already have one) as usual and when you check out, you will be offered the choice to pay with a credit/debit card, or to checkout using PayPal.
Can I add items, change or cancel my order once I've confirmed it?
Unfortunately, once your order is complete, you can no longer add items or change your order. However, you can easily return any unwanted items to us for a refund (please click here for more info about returning your order).
If you have accidentally placed a wrong order we kindly ask you to contact us as soon as possible.
We will do our best to provide you a proper solution. Please note that we can’t make any changes once your order has been processed.
When is payment taken from my card?
We ask your bank for authorisation of your debit/credit card when you place an order with us. However, your card will only be charged when we despatch your goods to you; you’ll receive an email from us to confirm which items are being sent and the exact amount charged to your card. So if for any reason we are unable to send any items you’ll only be charged for the items we do send.
Will I receive confirmation that my order is successful and on its way to me?
Once you have successfully submitted your order, you will receive an automated email confirming your order details. Your order will then be processed by our warehouse team and you'll receive a dispatch confirmation email when your order is out for delivery. Your dispatch confirmation email will contain details of how to track your parcel and you can find more information about this in the Delivery & Tracking your Order section of our FAQs.
Orders placed during the weekend or (official) holidays, will be processed on the first fullowing working day. If we are unable to dispatch the goods within this time frame, we will inform you if possible.
Delivery & Returns
When will my order ship?
River Woods endeavors to ship purchases within 1 business day of receiving your order pending order verification and credit card clearance.
Saturday, Sunday and public holidays are not considered as business days.
When will my order be delivered?
Orders will be delivered within 1 to 3 working days in Luxembourg.
Can I ship to another address other than my own?
Yes, you can ship to another address besides yours.
Can I get my items delivered in another EU country?
Yes, to do this you need to make your order on the international website. Switch to the international site by selecting ‘international’ in the upper left corner. For international shipment you need to create an account, save your address details and delivery address.
Does River Woods deliver outside the EU?
No, at this time we do not offer shipment outside the EU.
What do I do if my item arrives damaged?
Client satisfaction is our ultimate goal at River Woods. Please contact our Customer Service and we will assist you in the proper procedure to replace the order.
What if I am not pleased with my selection? Can I return the purchase?
If you are not completely satisfied with a good purchased at the River Woods webstore, you can return it to us within fourteen (14) days of receipt of good(s) for an exchange or refund by following the steps outlined in the Return information page (click here).
Goods must be returned in their original condition in order to be accepted as a return. Goods must be unworn, unwashed and in a resalable condition.
Returned or exchanged goods must be accompanied by the original invoice, all packaging, hang-tags and any related accessories and instruction booklets. No refund or exchange will be processed for goods that are returned incomplete, damaged or soiled.
Please note that the return of certain goods, such as underwear and swimwear, are subject to restrictions.
What will it cost me to make a return or exchange?
A return by a Pickup parcelshop or by postal office is at the customer’s expense.
Click here for all information about returns
How long does it take to process my return?
It takes a maximum of 14 working days to process your return after receipt. You will receive an e-mail as soon as your return has been processed and the return amount has been refunded.
All returns are refunded via the same channel as we received the payment. For example: if you have paid with credit card, we will refund the amount on your credit card. The refunded amount will be credited to your account or credit card within 10 working days.
Am I updated on the time of delivery?
It is so simple, with Predict we will always inform you of our delivery day by text message or email. Is the day inconvenient for you? If so, you can change or postpone your delivery preference until one hour before delivery:
- To a near Pickup parcelshop.
- On another day
- To another address
- Dropping off authorization – we will leave your parcel in a secure place
We will send you another message on the delivery day, with an expected one hour time-slot.
What if I'm not at home at time of delivery?
If you’re not at home when the DPD driver comes and your neighbours aren’t either, your parcel will be taken to a Pickup parcelshop in your local area. That way, you get your parcel as soon as possible, and you decide when you go to pick it up.
The DPD driver will leave a note in your mailbox giving the address of the Pickup parcelshop and the time from which you can collect your parcel. You will receive an email from DPD when the parcel has arrived in the Pickup parcelshop.
Bring your proof of identity with you when you go to pick up your parcel. You will have seven days to collect it, after which it will be returned to the sender.
Does DPD use track & trace?
Yes, at https://www.dpd.com/lu_privatecustomers you can follow your parcel. All you need is the 14-figure parcel number.
What is DPD Pickup?
DPD Pickup is the best solution if you want to receive or return parcels easily. You can always rely on outstanding service and flexibility and convenient opening hours.
Where can I find the nearest Pickup parcelshop?