text.skipToContent text.skipToNavigation
11.0_page banners_grey_FAQ.jpg

Online Ordering

  • How do I order online?

    Ordering from the Rivers website is simple. Just click on the item you want to buy, select the size and colour you’re after, and click “Add to My Bag".

    You can continue adding items to your bag and when done, click on “My Bag" in the top right-hand corner to checkout.

    You will need your credit card (VISA or MasterCard ) details or a PayPal account to finalise your order, or any gift card / promotional codes that might be relevant, as well as your delivery address.

  • Can I change or cancel my order?

    Yes, you can change your order whilst you are still browsing by simply clicking on 'remove' in “My Bag".

    Once your order has been confirmed, however, you won’t be able to cancel or change it. If this happens, the order will be sent to you and once received, you’ll be able to return it.

    Please have a read of our Returns Policy if you’d like more information on this.

  • What if an item is no longer available for purchase online?

    Because our popular items sell out quickly, if you see something you love, we would suggest you order it without delay!

    However, if the item you are after is out of stock, please visit or contact your local store to see if the item is still available, or you can contact us.

    Find your nearest Rivers store.

Payments

  • How can I pay for my order?

    We accept VISA, MasterCard, American Express, PayPal and gift cards. Your card will be debited at the time of dispatch and the transaction will appear on your statement as Rivers.

  • What currency am I charged in?

    You are charged in AUD when shopping on the Australian site.

    For products to be shipped internationally, prices do not include relevant overseas customs duties and/or other taxes that you may incur. However, an approximation of shipping costs is given at the time of checkout by selecting your country flag in the shipping destination field.

Promotional & Reward Voucher Codes

  • How do I redeem a promotional or voucher code online?

    1. Add items to your bag
    2. At the checkout click on "Have a Voucher?"
    3. Enter your reward voucher or promotional code
    (Please ignore any dashes. If you have an instore rewards vouchers please enter the code before the slash)
    4. Press "Apply".

    Your code should now be applied to your cart.

    If not:
    1. Double check you’ve entered it correctly
    2. Make sure you’ve met any minimum spend requirements
    3. Check the expiry date to ensure it’s still valid

    If all else fails, please contact our Customer Care team.

    As we have just changed the way we issue our e-gift cards, any Gift Vouchers purchased prior to the 3rd April 2017 may only be redeemed online until 3rd April 2017. You may however use these vouchers in Rivers retail stores anytime up until the expiry of the voucher. Any vouchers purchased from 4 April 2017 may be used online or in store. Please contact us if you require assistance.

Security

  • How secure is my personal information and credit card?

    Your security while shopping online with Rivers is extremely important to us, and we have taken all reasonable measures to ensure that your credit card and personal details are kept safe at all times.

    All pages that require you to enter your personal information or payment details on our site are secure, using 128-bit SSL encryption.

    To ensure that the page you are viewing is secure, look for a padlock icon in your browser. This verifies the authenticity and validity of our website security.

Wishlist

  • How do I add an item to my wishlist?

    You need to be logged in to add an item to your Wishlist. Simply select the item you’re interested in, and click “Add to Wishlist".

    You can go back and view your Wishlist by clicking on the tab on the "My Account" link at the top right of the screen. From here, the items can easily be added to your bag to checkout. Your wishlist will be saved until the items are sold out.

Sizing

Store Locations

  • Where are stores located?

    Click through to the Store Finder page, then search by town or postcode to find your nearest store.

    The search results will display store addresses, phone numbers and trading hours.

Deliveries

  • How much does delivery cost?

    Online orders totalling less than $70.00 AUD that are shipped to an address within Australia incur a flat $8.80 shipping and handling fee unless a promotion states otherwise. Online orders totalling $70.00 AUD or more that are shipped to an address within Australia are shipped for free.

    Click on our delivery information page for more details.

  • Which courier company do you use?

    For delivery within Australia, we use Toll. For delivery within New Zealand we use SEKO.

    Please note, for PO Box addresses or delivery to remote areas as determined by Toll, your order may be sent with Australia Post via their eParcel service. This service is slower than our normal delivery service and will be received in 7-10 business days of the dispatch date. You can track Australia Post deliveries here.

    You can track your order by entering your consignment number via their website.

  • I can’t find the option to Click & Collect?

    You need to be logged in to order an item via Click & Collect. Select "Pickup from store" when placing your order at the checkout.

  • How long will it take for my order to arrive?

    Australian orders should be delivered within 7 business days. New Zealand orders should be delivered within 10 business days.

    Please note: If you receive your shipment confirmation email over the weekend, your order will not be dispatched until the next business day, after which your tracking will be enabled.

    On rare occasions, the customs agency may choose to delay individual shipments as a random security measure.

    If your order has not arrived within the above time frames, have a read of our Delivery Terms & Conditions or contact our Customer Care team. Please make sure you indicate any special delivery instructions in the space provided on the delivery page at checkout.

  • If there is a problem with my order, who do I contact?

    If there is a problem with your order, please contact our Customer Care team.

Returns & Exchanges

  • What is your policy on returns and exchanges?

    Please refer to our Returns Policy for further information.

Loyalty Program

  • Does Rivers have a loyalty program?

    Yes we do! Rivers Rewards is our official loyalty program. By becoming a member of Rivers Rewards you’ll have exclusive access to special offers and earn points for every dollar you spend in-store and online. Earn 1 point for every dollar spent on eligible transactions. Please ensure you sign in to your account before checking out. If you check out as a guest, you will not receive rewards points for that order.

    It only takes a couple of minutes to sign up, and it's free! Please click here to join today.

Mandable Menswear

  • What is Mandable?

    Mandable is a plus-size men’s clothing range sold online at mandable.com.au and in selected Rivers stores.

  • 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 for your reference.

  • 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 and rewards can be earned and used on Mandable product.

  • Can I purchase or return Mandable product to Rivers stores?

    Mandable is sold online and at limited stores only. Returns can be made to any Rivers or via post. You can view the list of stores that stock Mandable on our Store Finder page.

Afterpay

  • What is Afterpay?

    Afterpay is a new payment option available for online orders only. Afterpay allows customers residing in Australia to have their online orders shipped to them as per normal and pay this order off over four equal instalments, interest free. Think of Afterpay like a modern-day layby, instead of having to wait for items customers get to have the product straight away for a quarter of the price! (Or zero upfront if an existing customer)

  • Why is Rivers introducing this new payment option?

    Afterpay is being introduced as another payment option, alternative layby service, allowing you to order and receive items straightaway, without having to wait until you can pay in full for the item/s. Using Afterpay means you can pay your order off over four instalments, plus you can secure items before they sell out. Essentially, Afterpay is an alternative payment option to the traditional lay-by service offered instore.

  • Who can use Afterpay?

    Afterpay is available as a payment option if you:

    Live in Australia.

    Are at least 18 years old.

    Use an Australian credit or debit card to make the purchase.

  • What will Afterpay cost me?

    You will not pay anything extra when you choose to use Afterpay as your payment option, as there is no interest added. You will pay your instalments directly to Afterpay in accordance with the payment schedule Afterpay will send to you via email. If a payment is due but not received by Afterpay in accordance with their payment schedule, a $10 late payment fee will be charged, with a further $7 late payment fee added seven days later if the payment remains unpaid. In addition, because an Afterpay account is linked to your credit or debit card, standard card fees and charges may be applicable. You should refer to your card issuer’s terms and conditions for full details of these.

  • What products can be paid for using Afterpay as the payment method?

    Afterpay is available for all merchandise online excluding Gift (and eGift) Cards, orders under $20 or over $1,000.

  • Is there a minimum spend for Afterpay?

    Yes, your order will need to be over $20.

  • Is there a maximum spend for Afterpay?

    Yes, the maximum order value (including delivery) for Afterpay is AUD$1,000.

  • How are the Afterpay instalments on each product page calculated?

    The Afterpay instalments quoted on a product web page represent ¼ (25%) of that product’s current price excluding any delivery charges that may be applicable.

    Delivery costs will however be included in the quoted instalment rate payable when you have selected your preferred delivery method at checkout, and have selected Afterpay as your preferred payment option. This rate will also be consistent with that quoted in the order confirmation email you’ll receive direct from Afterpay detailing your fortnightly payment schedule.

  • Where can I find out more about Afterpay?

    The Afterpay website provides a very comprehensive list of FAQs at: www.afterpay.com.au/faqs. If you still can’t find out what you need here, contact Afterpay directly by emailing info@afterpay.com.au or calling 1300 100 279.

Using Afterpay

  • Do I need to register with Afterpay prior to making my first Afterpay purchase with Rivers?

    No – you simply need to choose Afterpay as your payment method at checkout.

  • Will I need to fill out a credit application form to use Afterpay?

    No because Afterpay is not a credit service provider. Your Afterpay account will be linked to your nominated credit or debit card that has already have been approved via your chosen credit/banking provider.

  • How do I select to pay using Afterpay?

    To pay using Afterpay, follow these simple steps:

    • Browse online, find items you would like to purchase and click the 'Add to cart’ button.
    • Once you’ve finished choosing your items, click the ‘Proceed to checkout’ button.
    • Fill out your delivery details.
    • Select your preferred delivery option from the options available for your parcel delivery.
    • Apply any discount codes.
    • Select Afterpay as your payment option and follow all relevant prompts to complete your order.

    For customers using Afterpay for the first time, you will need to provide payment details as usual to complete your purchase. However, once your first Afterpay order is approved by Afterpay and you activate your account by choosing a password, your Afterpay account will be created and you will be able to make more purchases using Afterpay by simply entering your Afterpay log in details and CVC upon checkout.

  • How long does it take for payment via Afterpay to be approved?

    Assuming you meet all of the necessary criteria (noted below) and you don’t already have too many outstanding Afterpay orders, the approval process is instant.

    Live in Australia;

    Are at least 18 years old;

    Use an Australian credit or debit card to make the purchase

  • Will I always be approved by Afterpay?

    No, approval is at Afterpay’s discretion. You may be declined if you have too many outstanding orders with Afterpay. You will need to make some payments towards some of your previous Afterpay purchases (by logging into your Afterpay account and selecting “Pay Now”) before trying to make another purchase using Afterpay. If you do not believe this to be the reason for being declined, or you make payments to Afterpay and are still declined, you will need to contact Afterpay directly by sending an email to info@afterpay.com.au or by calling 1300 100 279.

  • Why could I be declined by Afterpay?

    Afterpay manages your application to use their service and Rivers has nothing to do with the acceptance/decline process. You may be declined if you have too many outstanding orders with Afterpay. You will need to make some payments towards some of your previous Afterpay purchases (by logging into your Afterpay account and selecting “Pay Now”) before trying to make another purchase using Afterpay. If you do not believe this to be the reason for being declined, or you make payments to Afterpay and are still declined, you will need to contact Afterpay directly by sending an email to info@afterpay.com.au or by calling 1300 100 279. info@afterpay.com.au

  • When will my order paid for using Afterpay be sent to me?

    Your order paid for using Afterpay will be released for processing and dispatch as per any other order paid for in full at the time of order (eg. by credit card) and you can expect to receive your parcel according to current delivery option timeframes. Afterpay is a payment method only, so there will be no change to other processes (including delivery timings etc).

  • Can I split an order to pay some by Afterpay and the rest by some other means? (eg. credit card)

    No, you cannot split payments options for one order. You would need to place two separate orders – one to be paid for via Afterpay, and the other to be paid for by whatever other payment option you wish to use (e.g credit card or Paypal).

  • Who should I contact if I have any questions about my Afterpay account?

    You can first review Afterpay’s own “frequently asked questions” on their website at www.afterpay.com.au/faqs for support. If you require further assistance about your Afterpay account you can contact Afterpay directly by sending an email to info@afterpay.com.au or by calling 1300 100 729.

    NOTE: For all Afterpay account administration needs (eg. changing passwords, making an early payment, payment issues, queries or concerns etc) and queries regarding Afterpay’s data security and privacy policy, you should review Afterpay’s own “frequently asked questions” on their website at https://www.afterpay.com/en-AU/terms for support.

Afterpay Payments

  • When will my four Afterpay instalments need to be paid?

    If you are a first time Afterpay customer, or have yet to complete a full payment cycle with Afterpay, your first payment will be taken at the time of your order transaction with the remaining three payments deducted by Afterpay from your nominated credit or debit card each fortnight over the following 6 weeks. The funds for the first payment must therefore be available on your nominated card at the time of checkout.

    Once you have completed your first full payment cycle with Afterpay, the initial payment for any future purchases you pay for using Afterpay will be debited 14 days after the transaction, where the total transaction value is less than $500. If the purchase value is equal to or exceeds $500, the first instalment must be paid at the time of the transaction occurring.

    The payment relationship is between you and Afterpay, and at any time you can log into your Afterpay account to see your payment schedule and make a payment before the due date if you wish. Otherwise Afterpay will automatically deduct the instalments from your debit or credit card every fortnight.

  • How will Afterpay transactions (instalments or refunds) show on my debit or credit card statement?

    The transaction will appear as AFTERPAY PTY LTD MELBOURNE AUS.

Afterpay Communications

  • What information or communications will I receive direct from Afterpay?

    Similar to Rivers’s transactional emails for orders, Afterpay will also send emails to you automatically once you have successfully created your Afterpay account.

  • How will I know when I need to pay my further three instalments?

    Upon placing an order with Rivers using Afterpay as your payment method, you will be sent an email from Afterpay showing your payment schedule. You will also be notified prior to each payment being due.

  • How will I know which products can be purchased using Afterpay?

    On product pages on Rivers website, you will see the Afterpay logo and instalment amount detailed under the purchase price. If this is not displayed, it means the product is not available for Afterpay.