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Customer Feedback Frequently Asked Questions (FAQ's)

Posted: 15 August 2014

The Rivers Loyalty Card terms and conditions are changing on 15 September 2014.
Please click here to view the updated terms and conditions.

  1. Store Locations
  2. Stock enquiry
  3. Lack of advertised stock in store
  4. Price Discrepancy Policy
  5. Why do you need to provide your personal details for refund transactions and the like?
  6. How do I unsubscribe from your emails?
  7. Online order enquiries
  8. Rivers Loyalty Program
  9. Returns Policy
  10. Mandable - our new brand sold online and in selected stores
  1. Store Locations
    Please refer to our website (www.rivers.com.au) for a list of our stores which are currently trading and then click on the 'Find a Rivers Store' link. Alternatively, please click on the following link: www.rivers.com.au/stores/find.asp and then select the relevant state for the store you wish to locate. This should also state the stores location, contact phone number and the stores trading hours.

  2. Stock enquiry
    The best way to determine the availability styles you are searching for is to check them out online or check with your closest Rivers Store at www.rivers.com.au/stores/find.asp. The Online Store carries limited stock, therefore a product may still be available for purchase at one of our retail stores. The online stock is updated regularly and stores are replenished as stock becomes available, so you may like to check back every now and then. Alternatively, you may like to sign up to our Mailing List (by following the link on the Rivers homepage) to receive notification of special offers and promotions.

  3. Lack of advertised stock in store
    Rivers, like many businesses are constantly challenged to ensure we don’t disappoint you by running out of stock. Whilst we take reasonable steps to ensure our promotions we try to:
    1. Have as much stock available to sell, especially during promotions.
    2. Warn customers of the possibility that we may sell out (you may have notice us stating, "Limited Stock and Size” and “While Stocks last”).
    3. Limit sales of our specials for private consumption.
    4. The product clear outs we promote on TV or catalogues are chosen with the expectation that we will not completely sell out of all stock at the end of the promotion (excludes clearance).
    It may also help you to know that our subscribed Rivers Loyalty Program members (who have joined our Mailing List www.rivers.com.au) in most cases, receive notification of up and coming promotions we have. You too may like to join our Rivers Loyalty Program via our website and receive notifications of promotions for both online and in our Retail Stores.
    The nature of many sales and specials in stores is to give customers a great deal and sometimes to clear out stock, such as end of season sales. The very nature of a clearance means that our products are likely to be missing sizes and colours. It is also typical for some stores to have huge quantities, and others very little (rather than paying the massive costs of moving stock from one store to another, we pass on discounts to our customers to clear the stock out).
    In our company your feedback is read by all members of Senior Management, our Marketing Team and our Stock Control Team. They are all very, very conscious of this type of issue and are already doing absolutely everything possible to try to have as many happy customers as possible.
    The extent of the efforts we take to try to appease all our customers cannot be exceeded, the simple fact of life is that if a promotion catches us by surprise by generating more sales than expected, or there are stores somewhere that have sold out of particular sizes or colours there is nothing we can do about it.

  4. Price Discrepancy Policy
    Errors of this nature do occur from time to time, in spite of our best efforts to the contrary. For that reason, Rivers have implemented a Price Discrepancy Policy that is both customer focussed and internally focussed.
    Where item/s have had a price label applied to them, or not removed from them, which is incorrect, our Price Discrepancy Policy only allows staff to sell the item at the ticketed price in some instances (which is totally at the staff members discretion), principally where the price difference is less than $20. The staff in store are instructed to record the full details of any discrepancy as part of our policy in order to prevent issues such as staff fraud or sticker tampering (to name a few) in order to process the sale. Thus, where the discrepancy is of a significant amount, withdrawing the product from sale and processing the issue internally allows the company to determine if the problem is of a more serious nature than an isolated error.
    Where the price discrepancy is greater than $20, as far as customers are concerned, we remove the article from sale. You are, of course, at liberty to buy the same article from the shop (where it is available) at the correct price.
    If the staff member did not process the price error but removed the article from sale (due to the incorrect price sticker), then the staff member has followed the Company Policy and will not reoffer it until they have corrected the price sticker.
    If this has happened to you we apologise for the inconvenience it may have caused you.

  5. Why do you need to provide your personal details for refund transactions and the like?
    To provide the best possible services to you, we may ask for personal details such as your name, address, telephone number or e-mail address. We use these details for price discrepancies refunds, gift vouchers and Internet orders.

    Privacy law allows Rivers to collect personal information about you directly from you if it is reasonable and practical to do so. All of the personal information that we ask for is generally used for the specific purpose of providing a service to you. We do not use or share personal information for any purpose other than for the purpose for which it was disclosed.

    You have no obligation to provide any information requested by Rivers. If you choose to withhold requested information however, we may not be able to provide you with the service you require.


  6. How do I unsubscribe from your emails?

    You can unsubscribe by clicking on the unsubscribe link in one of our newsletters, or by clicking here.

    If you later change your mind, you can easily subscribe to our newsletters by visiting our homepage, here.

  7. Online order enquiries

    Once an order is placed, you will receive an order confirmation via email to the email address you specified at checkout.You should expect to receive your order within 3-5 business days.

    If an item you have ordered has become unavailable (due to factors out of our control) by the time we fulfil your order, we will issue you a refund which may take 7-10 days to appear in your bank account.

    If you have any enquiries, please contact our Online Store Team at onlineshop@riversaustralia.com.au or 1800 151 110 from Monday to Friday 8:30am - 5:00pm AEST.


  8. Rivers Loyalty Program
    For any enquiries on anything to do with the Rivers Loyalty Program please click here


  9. Returns Policy
    • Rivers will only accept return of product in certain circumstances.
    • Rivers reserves the right to assess the condition and age of all returned products.
    • This may result in the products not being accepted for return, repair, refund, credit note or exchange.

    Returns Policy for Products Purchased Online

    Thank you for shopping at Rivers online, we hope you love your purchase. However, if you’re not 100% happy simply follow the process on how to return or exchange the Rivers or Mandable product(s) you bought online.

    Exchanges and refunds on Rivers & Mandable products may be made in store within 30 days from your date of purchase.

    Exchanges for Rivers and Mandable products cannot be made via the online store. The only way to exchange a Rivers or Mandable product is to visit us in store. To find out where your nearest store is, please visit http://rivers.com.au/stores/find.asp. You may however make an online purchase for the correct size/colour product and return the unwanted product for a refund.

    Only refunds, not exchanges, will be given to products sent to the below address within 30 days of purchase

    Rivers/Mandable Online Returns
    151-163 Wyndham St
    Alexandria NSW 2015
    Australia

    All eligible returns require:

    • Products must be in new and original condition as purchased, with all labels/tickets attached.
    • Tax Invoice must be provided as proof of purchase.
    • The products are returned within 30 days of the date shown on the tax invoice.

    Socks, underwear and swimwear will not be accepted for return or exchange unless assessed as faulty.

    If one product is returned that was part of a '2 for' or 'Spend & Save' deal, the product will be refunded at the discounted price or as the percentage price as calculated by Rivers which was paid and not the original full price.

    Please note customers are responsible for the cost of postage for all returns, with the exception of faulty products. If your product is faulty, please contact our Customer Care team to arrange a return in this instance.

    Sale Policy

    Please note that sale items can be returned to Retail Stores for a refund if they are faulty, wrongly described, do not meet your desired fit expectations or do not do what they are supposed to do. Please check our Store Locator page to find your closest retail store. Mandable products can be returned via post or to any Rivers store.



  10. Mandable - our new brand sold online and in selected stores
  11. Can I purchase or return Mandable product to Rivers stores?

    Mandable is sold online at Rivers and is available in selected stores. Returns may be sent via post or in person to Rivers stores. Please see our returns policy here.

    Will I be the same size in Mandable clothing as I am in Rivers clothing?

    Mandable typically has a more tailored fit than Rivers relaxed fit so you may find you are a size larger in Mandable. Mandable has a size guide on every product page so please check your size using this.

    Can I earn and use Rivers Rewards points and vouchers on Mandable purchases?

    Yes, Mandable is part of the Rivers Rewards Loyalty program so points can be earned and used on Mandable product.


IN SUMMARY

We hope that the above will cover your query. In the event that it does not, then please email the following address: onlineshop@riversaustralia.com.au

We hope that you will continue to enjoy shopping at Rivers.

Kind regards,

The Team at Rivers Australia