Browse our frequently asked questions below. Click on any question to reveal the answer.
Orders & Production
How are your products made?
Every item is custom printed to order just for you — we don't hold stock, which helps reduce waste and overproduction.
Can I cancel or change my order?
Unfortunately not — production begins shortly after ordering, so please double-check your size and address before completing your purchase.
Why does delivery take longer than a standard retailer?
Your item is printed on demand before it's dispatched, so there's a short production period on top of the delivery time shown at checkout.
Shipping & Delivery
Where do you ship to?
We currently ship to UK addresses only.
How long will my order take to arrive?
Once dispatched, Standard Delivery takes 3–5 business days and Express Delivery takes 1–2 business days (where available) — production time is additional.
Will I receive tracking information?
Yes — you'll receive a shipping confirmation email with tracking details once your order has been dispatched.
My order hasn't arrived — what should I do?
If your order hasn't arrived within 10 business days of dispatch, contact us at support@riverbylisa.com and we'll investigate. Lost orders must be reported within 60 days of dispatch.
Returns & Refunds
Can I return my order?
As every item is made to order, we don't accept returns for change of mind or incorrect size selection — please check the size guide carefully before ordering.
What if my item arrives damaged or faulty?
Contact us within 30 days of receiving your order and we'll arrange a replacement or refund once reviewed.
How long does a refund take?
Approved refunds are processed within 10 business days to your original payment method — if it's been over 15 business days, email support@riverbylisa.com.
Do you accept returns under the EU 14-day cooling off period?
No — our products are custom printed to order and are exempt from the EU 14-day cooling off period under the Consumer Rights Directive (2011/83/EU).
Sizing
How do I find my size?
Each product page has a collapsible Size guide with detailed measurements — always check this before ordering as we can't exchange for sizing reasons.
Are your products true to size?
Our hoodies and tops have a relaxed oversized unisex fit — if you prefer a closer fit, we recommend sizing down.
Contact Us
How can I get in touch?
Email us at support@riverbylisa.com and we'll get back to you as soon as possible.