Frequently Asked Questions
We've answered all your most frequently asked questions below. Have a peek and you should hopefully find what you're looking for!
PLEASE NOTE THAT WE'RE ONLY ABLE TO ACCEPT RETURNS OF FULL-PRICE ITEMS WITHIN 28 DAYS OF PURCHASE (14 DAYS FOR BRIDAL PIECES AND SALE ITEMS).
Our small team is working as quickly as we can, while taking extra precautions with incoming parcels so our team stays safe. I'd allow up to 1-3 working days for your parcel to reach you, but we have next-day shipping options in some regions if you need your parcel a little bit sooner!
Yes, we do! Just choose your shipping country from the dropdown menu on the checkout pages.
For the following countries price will be inclusive of both VAT and duties – you’ll not have to pay anything additional upon receipt of your RIXO pieces: Germany, Italy, France, Ireland, Spain, Greece, Croatia/Hrvatska, Poland, Belgium, Netherlands
For all other EU countries not listed above, there is the unfortunate new reality of now having to pay duties upon arrival of their parcel. We want to minimise the impact of this, so we have stopped charging VAT and adjusted our prices to make things a little bit easier on customers in these countries.
Normally this is an option we offer, but we've temporarily closed our stores in line with government guidance and are not offering this option.
Our standard delivery is 1-3 working days (though at peak times, this can increase and would be noted), or we do offer expedited shipping options for just a little bit more.
For 10% off your first purchase with us, sign up for our newsletter and you’ll be emailed a discount code to use at checkout. Discount codes cannot be applied to our Bridal collection, keep boxes or any products on promotion.
Very occasionally we do hold sample sales or online promotions. Be sure to sign up to our newsletter, create an account and follow us on social media to be the first to know!
If you go to the product page and select the size you’d like from the dropdown, you’ll be able to enter your email there to be added to the waitlist.
We typically don’t expect further deliveries of this one from the factory, but if we get any returns, we’ll notify you via email.
In the meantime, we regularly add new pieces to the site (usually each week!) so we hope you find something you love just as much!
For our Bridal Collection, if there is none left in your size get in touch with our Bridal Specialist. She will be able to enquire about having something made to order. Email the team on email@example.com.
Any special order product such as pre-order Bridal pieces, require a 50% non-refundable deposit.
Please feel free to get in touch directly with our Wholesale team at firstname.lastname@example.org
Please feel free to get in touch directly with our PR team at email@example.com.
We do! We have two London shops and one Bridal Store, and in line from government guidance, these are open from 12th April! You can also shop online 24/7!
We’re happy to accept returns of unworn items with all original tags attached within 28 days of receipt (14 days for items purchased in a sale or purchased at our pop-up store).
Items from our Bridal Collection have a 14 day return period. This window begins on receipt of goods. All bridal pieces 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.
We cannot accept returns for items purchased at our sample sales. We cannot accept returns for earrings or face coverings for hygiene reasons - and as our Sustainable Stocking Bundle contains a face covering, we cannot accept returns of this product.
We also are unable to accept returns of our Keep Box gift packaging.
All sample sale items are sold as seen and we’re not able to offer any refunds or exchanges on items purchased at our sample sale. We aren’t able to make any exceptions.
At the moment we do not offer exchanges – we’re so sorry about that!
We're happy to accept returns of unworn items with original tags attached within 28 days of the receipt date (14 days for sale items and Bridal Collection or items purchased in-store). You'd then be able to go ahead and place a new order.
If you’ve already placed an order, we aren’t able to make changes, but send a note to firstname.lastname@example.org and we’ll help out as best we can.
We now offer gift cards! These are paperless and emailed to whomever you choose. Please do note that gift cards expire one year after the date of purchase. Gift cards are final sale and cannot be refunded after purchase and gift cards cannot be purchased using any offer or discount code.
We now offer free UK returns!
If you'd like to return from elsewhere, we offer a label, but we'll just deduct a small amount from the refund:
UK - FREE RETURNS
EU - £12
USA - £15
ROW - £25
To make a return, head here: https://rixo.co.uk/pages/returns