Returns

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Returns
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Our return policy is 14 days from the delivery date/date of purchase from one of our 3 London stores.

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

UK – Free returns
Rest of World – Paid returns via DHL or your own method

  1. You can access the Returns Portal here.
  2. Enter your order number and postcode (or the last four digits of your phone number).
  3. Select the item(s) you want to return and your returns reason.
  4. 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'.
  5. 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.
  6. 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.
  7. 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.
  8. 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, $25 for US returns and £25 for returns from the rest of the world) will be deducted from your refund.
Our returns windows
  • Our return policy is 14 days from the delivery date/date of purchase from one of our 3 London stores 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.
  • Purchases made through Harper Concierge (Greater London only), may be returned for 14 days from your appointment date. Please contact us with any other returns questions.
  • RIXO Archive purchased have the same returns window as full-priced items (14 days from the delivery date).
  • RIXO True Vintage items purchased at RIXO King's Road are not available for return or exchange. True Vintage items purchased online cannot be exchanged but may be returns via our online returns process.
Order Modifications and Exchanges
  • We cannot modify orders and do not currently offer exchanges.
  • If you have not yet received an e-mail 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 e-mail. 
  • We cannot cancel an order or pre-order that has already been sent, but you can make a return that complies with our conditions.
Returns Conditions

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
  • The RIXO Gift Card or the RIXO E-Gift Card
  • Keep Boxes
  • RIXO Pre-Loved items
  • Sample sale purchases
  • Swimwear (if the hygiene seal or tickets are missing or torn)
  • Returns ribbon must be attached. 

We do not issue refunds for items that have clear signs of wear, have been returned outside the returns window, or are without their original tags and returns ribbon. We will ask that you arrange delivery of your order back to your address at your own cost if such returns are attempted. We are not liable for these items while they are stored at our warehouse.

Get In Touch

Our friendly Customer Care team are available via phone, e-mail, chat and contact form. If you have any other questions or just want to speak to a human, please do reach out.

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Reasons to Shop RIXO

  • Fallback Geo Switcher USP
  • Free returns
  • Next working day delivery available
  • RIXO rental
  • Try before you buy service
  • EU taxes & duties included
  • Shop in euros
  • Euro sizes
  • Here to help via phone, live chat & email
  • EU taxes & duties included
  • Shop in euros
  • Delivered in 2-4 days
  • Here to help via phone, live chat & email
  • Shop in dollars
  • US sizes
  • Delivered in 2-4 days
  • Here to help via phone, live chat & email
  • You’ll find our site in GBP (£s) and UK sizing. If you need any assistance with shopping, please contact us via email, live chat or telephone and use our size guide. Shipping is £15 + duties and taxes and delivered within 2-4 days.