Please allow up to 10 working days from date of receipt for your refund to be processed, once processed, you will receive separate email confirmation of this. If you haven't yet received your refund confirmation after 10 working days, please contact us. We apologise for any inconvenience caused.

START YOUR RETURN

Returns

- Extended Returns: Orders placed after 3rd December 2024 can be returned until 10th January 2025
- You have 14 days from the delivery date (if shopping online) or date of purchase (if shopping in store) to make a return
- We cannot modify orders and do not currently offer exchanges
- Please note, purchases made online can also be returned to store
- Your RIXO Rental returns date is set when your rental order is confirmed, please refer to your confirmation email
- RIXO Archive purchased have the same returns window as full-priced items (14 days from the delivery date)

Cost

UK – FREE returns
USA - FREE returns. Please note purchases made online cannot be returned to our New York store.
Rest of World – customer pays for returns via DHL or your own method

Returns Policy

All returns must be unworn and in the same condition they were in at time of purchase, with tags and returns ribbon attached and intact. Returns of the following items are not accepted:

- Altered garments (including those altered by our King’s Road flagship service)
- Earrings (including clip-on styles) and face coverings
- Gift cards or e-gift cards
- Keep Boxes RIXO
- Pre-Loved items Sample sale purchases Swimwear (if the hygiene seal or tickets are missing or torn)

How to Return

Making a RIXO return is easy via our Returns Portal. You can also return your order to one of our London stores.

- Enter your order number and postcode (or the last four digits of your phone number)
- Select the item(s) you want to return and your reason for returning
- Choose your returns method. To make a UK return, select DPD or Royal Mail (both FREE) or 'I want to arrange my own method'. To return from anywhere else (including Northern Ireland, the Channel Islands, the EU, the USA, or the rest of the world), select DHL or 'I want to arrange my own method'
- If you are in the UK and chose the printer-free Royal Mail option, the QR code that we emailed to you lets us process your return. Take your code and return to be processed at your nearest Royal Mail outlet. Please retain the receipt they give you; it has a tracking reference that lets you monitor your return’s progress. We’ll need this if you contact us
- If you are in the UK and selected the DPD option, please print and attach the entire label that we emailed to you to your parcel and return to your nearest DPD pick-up shop. You can track your return via the link in the same email
- If you are in the UK and chose the printer-free Royal Mail option, the QR code that we emailed to you lets us process your return. Take your code and return to be processed at your nearest Royal Mail outlet. Please retain the receipt they give you; it has a tracking reference that lets you monitor your return’s progress. We’ll need this if you contact us If you are anywhere outside the UK (in Northern Ireland, the EU, the USA, or the rest of world) and select DHL as your method, a prepaid label will be emailed to you with instructions for arranging a DHL return. The cost of the label (€12 for EU returns, free for US returns and £25 for returns from the rest of the world) will be deducted from your refund

Gift Cards

Gift Cards are non-transferable, non-refundable and are not redeemable for cash. Where an order was paid for partially by a gift card and then returned, the refund will go towards the gift card first (up until the initial full balance) and then any remaining refund will go towards the other original payment method.

Can I Cancel or Modify My Order?

- We cannot modify orders and do not currently offer exchanges
- If you have not yet received an email confirmation that your order has been sent to you, we may be able to cancel it if you contact us You may cancel a pre-order at any time before it is dispatched via the Purple Dot customer portal here, or go via the link in your pre-order confirmation email We cannot cancel an order or pre-order that has already been sent, but you can make a return that complies with our conditions