Returns
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.
Our free online returns policy allows for returns within 14 days of delivery (for online orders) or 7 days from the date of purchase (for in-store purchases). We currently do not offer exchanges.
Please note that returns from different orders cannot be combined into one parcel. Each order must be returned separately using its own return label and corresponding order number.
If items from multiple orders are sent together in the same parcel, only the return linked to the label will be processed, and any additional item(s) will not be eligible for refund processing.
Please be aware that all discounted sale items, including those from our Archive collection, are final sale and cannot be returned.
Cost to return
Free returns for our USA customers
FREE returns via DHL. Please note purchases made online cannot be returned to our New York store.
We charge a £3.95 processing & handling fee for returns which will be deducted from your refund.
Returns have a huge environmental impact and also drive-up business costs. Apart from transportation, each return needs handling by our
warehouse team, individually checking to ensure it can be loved by someone else and then repackaging. We’ll continue covering most of these costs, but a £3.95 fee helps keep RIXO prices fair. We get that sometimes things don’t fit how you’d imagined but if you’re unsure about sizing our size guides and friendly Customer Care team are here to help before you place your order.
Returns via DHL. A €12 returns fee will be taken upon the point of return in our returns portal.
Returns via DHL. A £25 returns fee will be taken upon the point of return in our returns portal.
Returns Policy
All items must be returned in their original condition, with all tags and associated labels still attached, unworn and free from any marks, odours or damage. This includes, but is not limited to:
- Makeup or fake tan stains
- Perfume or deodorant marks
- Food or drink stains
- Pulled threads
- Alterations, or any other signs of wear
If an item does not meet our returns criteria, the return may be rejected in line with our policy.
Returns of the following items are not accepted:
- Underwear
- Earrings (including clip-on styles)
- Altered garments (including those altered at our King’s Road flagship)
- Gift Cards or E-Gift Cards
- RIXO Gift Boxes
- Pre-Loved items
- Sample Sale purchases
RIXO x Stripe & Stare items (excluding underwear) may be returned up to 14 days from the delivery date for online purchases or date of purchase if shopping in store. Items must remain unworn, with all original tags attached.
Please note, for US customers, all Archive and sale discounted products are final sale and cannot be returned or exchanged.
FAQs
Unfortunately, we're currently unable to process combined returns and therefore require you to send your returns from different orders separately. Furthermore, returns registered separately, even if from the same order, can't be processed if returned in one package. Combining the returns into the same package may cause an error in your refund, so please package separately. If you've already sent back multiple returns in one package, please contact us so we can look into this for you. Please retain any proof of return postage receipts as we may need to view these as part of your return query.
- We cannot accept online returns to our New York store.
- Purchases made online can also be returned to any of our 4 London stores free of charge. Full price items (not including True Vintage) can also be exchanged in one of our London stores.
Please note for US customers, all Archive products are final sale and are non-refundable and non-returnable.
Please follow our normal returns process. Where a gift card was part of the payment (i.e. another payment method was used to top up the total), the refund will go towards the gift card first (up until the initial full balance), and then any remaining refund will go towards the additional payment method.
- 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.
