Copy of Returns

RIXO RETURNS POLICY

We’re happy to accept returns of unworn items purchased from RIXO.CO.UK  in their original condition with all the original tags attached within 28 days. For all store purchases and items in a sale, we accept returns within 14 days.*

UK returns are FREE using the returns portal; simply click the link in the section below. For international returns you will need to pay for your return - you can get your returns label via the portal. 

Bridal - Bridal products have a 14 day return period. Items must be returned in their original condition with all tags attached and in their bridal packaging - including hangers, garment bags and other accessories, where included. Pre-order bridal pieces have a 50% non-refundable deposit.

Gift cards - We do not offer refunds on our gift cards.

Swimwear - In the interest of hygiene, we do not offer refunds on swimwear if the hygiene seal has been removed or any tickets have been broken.

Earrings and face coverings - In the interests of hygiene and consumer safety, we are unable to accept returns on earrings or face coverings.

*Please note that we're not able to issue refunds or exchanges for items that have clear signs of wear, have been returned outside the returns period, or are without their original tags. We will notify you if this is the case, and ask that you arrange delivery of your order back to your address at your own cost. We are not liable for these items while they are stored at our warehouse. 

HOW TO RETURN

All returns (UK, Northern Ireland and international excluding bridal):

  1. Repack your items. No packaging, no problem - just pop your items in something non see-through, sealable and waterproof.
  2. Login to our returns portal HERE. You will need your order number (a 6 digit number starting with #4 - (you can find this in your order confirmation email), the email address you made the order with, and the last 4 digits of your mobile number, or your postcode to log in.

    *Please note for all international customers WITHOUT a postcode - please contact customercare@rixo.co.uk to request a return. Our customer care team will send you your DHL label to attach to your return to send back to us.

  3. Select the items you wish to return and a reason why from the drop down menu. 
  4. Select your preferred return option. 
  5. Once you have processed your return in the portal, all you need to do is print off your label and you're ready to send it back. 
  6. You'll get an email once we receive your returned item. Please allow up to 10 days to hear from our warehouse team. If you’re yet to still receive an confirmation, please email customercare@rixo.co.uk

Good to know: If you decide to return another item from the same order at a later date, just pop your order number into the portal and follow the exact steps stated above.

Bridal: Contact bridal@rixo.co.uk to request a return. Our bridal specialist will send you your DHL label to attach to your return to send back to us - see return costs below.

Return to store: Alternatively, you’re more than welcome to return your items to one of our stores.  Please note that any items from our bridal collection can only be returned to the bridal store.  Click HERE to find your nearest one.

Returns via the portal are fully tracked. You don’t need to remember to keep your proof of postage as you can check the status via the portal.


WHAT COURIERS DO YOU USE FOR RETURNS?

UK: DPD

Northern Ireland: DHL

International (EU, USA, ROW): DHL

Bridal: DHL


HOW MUCH DOES IT COST?

For all international customers who have opted for a prepaid label with DHL, please see below how much RIXO will deduct from your refund to cover the cost of your return.

UK & Northern Ireland: FREE

EU: £12

USA: £15

Rest of world: £25


CAN I EXCHANGE?

We currently do not offer returns for credit or an exchange.


WHAT IF MY ITEM IS FAULTY/DAMAGED?

Please notify us by emailing customercare@rixo.co.uk with details and photographs of the product fault.