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 we do not accept returns on Archive collection items.
Cost to return
Free returns for our USA customers
FREE returns. 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 return fee will be deducted from your refund when you register your return through our returns portal.
Returns via DHL. A £25 return fee will be deducted from your refund when you register your return through our returns portal.
Returns Policy
Please note for US customers, all Archive products are final sale and are non-refundable and non-returnable. 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)
- Gift Cards or E-Gift Cards
- RIXO Gift Boxes
- Pre-Loved items, Sample Sale purchases, or Swimwear (if the hygiene seal or tickets are missing or torn)
- We will not accept returns on Stripe & Stare underwear. Other RIXO x Stripe & Stare items may be returned up to 14 days from the delivery date (if shopping online) or 7 days after date of purchase (if shopping in store). Items must be unworn and unwashed, with all original tags attached.
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.
