FAQ's

Are the products I buy insured if they are lost or damaged in the post?
Yes, if items are lost or damaged in the post they are insured. If any item arrives damaged or defective, please contact us in accordance with the Damaged Goods Policy. You should inspect the Goods when you receive them for damage or defects. In the event that your order is incorrectly shipped or found to be damaged or defective, please contact us within 2 working days of receipt of Goods. The Goods should be promptly returned to us including the original invoice and packaging. We will then offer you a full refund or replacement including postage. We will not accept any responsibility for loss or damage to Goods returned in this way until they are received at our address (Rivers' Remedies, 103 Lower Marsh, London, SE1 7AB). We strongly recommend that returns are sent by 'insured registered delivery' and the original proof of posting is kept.

Do you refund VAT on goods sent to the Channel Islands?
By instruction from HM Revenue and Customs, we can no longer deduct the VAT at the point of the transaction, as proof of actual dispatch is required. However, we would be delighted to refund you if you call us on 020 7202 9000 or email us at info@riversremedies.com after placing the order.

Are there any customs implications of having my goods shipped overseas?
Please be aware that we cannot be held responsible for any import taxes or duties levied by authorities in the destination country. If you have any queries as regards duty on imports we suggest you contact your local customs office.

Do you ensure that packaging is undertaken in an environmentally sound way?
We recycle the packaging that we receive from our suppliers when sending out our parcels. Sometimes you'll receive your goods in a cardboard box that is being reused. All packaging that cannot be reused is recycled.

Can I have a delivery address that differs to the invoice address?
It is no problem to provide an alternative delivery address, such as a work address. Please supply the full delivery address including the full postal code (PO Box addresses are not acceptable for delivery) and a contact telephone number by modifying the delivery address details in your profile.

Can I pay over the phone with a credit card?
We would be delighted to take payment for your order by telephone, please call us during our shop opening hours on 020 7202 9000.

Can I pay by cheque if I so wish?
Sorry at this time we not accept checks.

How do you choose the brands you sell?
We source the finest products from the UK that are truly Natural and Organic. Our skin and hair care products are free from petrochemicals, synthetic fragrances, parabens, SLS and other undesirables; so you don't have to worry about finding any hidden nasties, only lovely, healthy, safe ingredients. We take generous amounts of time talking to all possible suppliers so we can ensure we're picking the right products for our customers, and we talk to our customers to find out their favourites.  The brands we choose are  small independent ethical companies with high standards….like us!

Is everything you sell 100% organic?
Our products are all based on naturally derived ingredients with no petro-chemicals, synthetic fragrances, parabens, SLS and other undesirables. We strive for Organic wherever possible, however not all ingredients can be designated Organic.  If a product does use the term Organic on it's label then we expect them to state exactly what percentage of Organic ingredients are in the pot, and to have used the highest percentage possible.

Do you offer discounts to frequent or bulk purchasers?
It depends, so call us! 020 7202 9000

Do you offer a gift wrapping service?
Yes, even with a personal message. Call us 020 7202 9000

Can I be assured that my details won't be passed on to anyone else?
We use industry standard security to safeguard the confidentiality and storage of your personally identifiable information in accordance with current UK Data Protection legislation and guidelines. We never pass, disclose or sell our customers' personal details to any marketing lists. For more information see the Privacy Policy section.

Can I have the choice not to have any direct marketing sent to me?
You will only receive promotional information from us if you opt in by ticking the appropriate box during the registration process, or subscribe to our newsletter via our homepage. You can unsubscribe from our contact list at any time by either submitting a request via our homepage, replying to a promotional e-mail with the word "unsubscribe" in the subject line, by e-mailing us at info@riversremedies.com. For more information see the Privacy Policy section.