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 returns policy allows for returns within 14 days of delivery (for online orders) or 14 days from the date of purchase (for in-store purchases). We currently do not offer online exchanges but you are able to exchange full price purchases made online in one of our 4 London stores.
Cost to return
Please see costs by shipping location below
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.
FREE returns. Please note purchases made online cannot be returned to our New York store.
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:
- Online orders placed from 2 December to 25 December are eligible for an extended return window and may be returned up to 9 January. Orders placed outside this period remain subject to our standard 14-day returns policy.
- 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 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.
- Please note, 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 any of our London stores.
- Items sold at our Kildare store which are marked at Village Price are available for exchange only within 14 days of purchase.
Please note for US customers, all Archive products are final sale and are non-refundable and non-returnable.
RIXO online Archive and Sale purchases have the same returns window as full-priced items (14 days from the delivery date) for UK, EU, ROW and Republic of Ireland. Please note, sale items sold in store are only available for exchange within 14 days of purchase.
If you would like to return purchases made through Harper Concierge later, please contact our Customer Care team. Please be advised you will be charged a £3.95 shipping & handling fee as per our returns policy.
RIXO True Vintage items purchased at RIXO King's Road are not available for return or exchange.
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.
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.
