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.

Start your return

Returns
- 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 any UK 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) for UK, EU, ROW and Ireland. Please note, that sale products purchased on or after 19th February, 2025, are non-returnable and non-refundable for US orders.
- 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 returned via our online returns portal.

Cost
UK: We have introduced a £3.95 shipping & handling fee for returns, which will be deducted from your refund. You can find out more below.

Why our returns cost is changing:
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.

EU and Republic of Ireland: customers will be charged €12 upon logging returns in our returns portal.
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
Please note for US customers, sale products purchased on or after 19th February, 2025, are non-returnable and non-refundable.

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
- Gift Boxes RIXO
- Pre-Loved items Sample sale purchases Swimwear (if the hygiene seal or tickets are missing or torn)
- 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. As long as acceptable hygiene standards have been met, we are happy to accept returns on knickers; they must be tried on over the top of your own underwear. Please note, we reserve the right to refuse returns on underwear that does not meet acceptable hygiene standards.

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
- To return from Republic of Ireland, EU, Northern Ireland, the Channel Islands, the USA or the rest of the world), select DHL or 'I want to arrange my own method'
Choose your returns method.
- To make a UK return, select DPD or Royal Mail or 'I want to arrange my own method', all methods will be subject to a £3.95 shipping & handling fee that will be deducted from your refund.
- 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 payment of the label (€12 for EU returns, free for US returns and £25 for returns from the rest of the world) will be taken upon logging the return.
- US duties and taxes will be refunded.

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