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!

Returns & Refunds


  • What is your returns policy?
    To find out about our returns policy, please click here.
  • Have you extended your returns period for Christmas?
    Yes! We’ve extended our usual returns period just for the Christmas season. Items purchased online from 1st December 2021 can be returned up until 14th of January 2022, if unwanted or unsuitable. All items must be returned unused and in their original packaging with the tags attached. Returns can be made for refund.
  • How do I return?
    Returning your order has never been easier, to make a return to us, please click here for our returns portal and follow the instructions provided.
  • Can I exchange my item?
    We do not currently accept exchanges.

  • When will I receive my refund?
    it can take up to 10 working days from when you send your return to our warehouse for your refund to be processed. All returns are subject to our routine inspection. We’ll send you an email once your return has been processed. For more information on our returns policy, please click here.

    Please note: Refunds will be issued to the original payment method used to place the order.

  • How will I know when you have received my return?
    You can now track your returns progress via our portal, which you can find hereJust insert your order number and email address or postcode into the portal, and your tracking number will be highlighted and underlined in a grey box.

  • Do you offer free returns?
    UK returns are FREE using our returns portal. For international returns you will need to pay for your return, but you can still get your returns label via our portal. Please see our returns policy to understand more.

 

Orders

  • When will my order be shipped?
    To find out about our shipping and delivery times, please click here.

  • Can I change or cancel my order once it has been confirmed?
    Should you wish to cancel or change your order, please send your request to our Customer Care team and we will do our best to fulfil your request.

    Please note
    not all orders can be cancelled or changed. However, orders can be returned for a refund using our returns service.

  • Where do you ship to?
    We ship , excluding Russia which we hope to launch soon. If you need further help, please contact with our Customer Care team.

  • How do I track my order?
    You’ll receive a shipping confirmation email from our warehouse, containing your tracking number. For UK customers, please pop your tracking number here. For all other customers, please pop your tracking number here.

    Please note: You will be automatically updated of the status of your parcel from our chosen couriers.

  • Where are your stores?
    To see where our stores are located and opening and closing times, please click here.

 

If you still have any questions, you can email us at customercare@rixo.co.uk, use live chat or give us a call on 020 3355 9097.

We are available Monday - Friday, 9:00am - 5:30pm (GMT).
Excluding any public and bank holidays.

Please note : from the 24th of December until the 4th of January, we will only be available on the 29th and 30th of December.