Returns

How do I return my order? 

So sorry this one didn’t work out! To return an order, log into your account to request a return. Checked out as a guest? Please create a new account to request a return (your order history will show up there!).

What is your returns policy? 

We’re happy to accept returns of items with all original tags attached within 28 days (14 days for items purchased in a sale) of receipt of the parcel.

We cannot accept items outside of this return window and if items are received that have their tags removed, appear visibly worn or are returned outside of the return window, you will need to arrange these to be sent back at your own cost. 

For swimwear, your return will not be accepted if the hygiene strip is removed or altered, or the item(s) otherwise shows signs of wear. We cannot accept returns of earrings or face covering for hygiene reasons.

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. 

If you purchased from our store, we accept returns within a 14 days window.

Can I return an item I purchased online back to your store? 

Yes, of course! 

Do you offer free returns? 

At the moment, we do not offer free returns. 

If you need to return an item, we can issue you a DHL shipping label we’d just deduct a small amount from the refund for this (£7 for UK, £12 for EU, £15 for US and £25 for the rest of the world). Just go to your account to request this. 

Checked out as a guest? Please create a new account to request a return (your order history will show up there!). Once that’s done, we’ll email you the label and all the instructions.

Otherwise you can go ahead and send the parcel back via your own method to our warehouse address. Please visit your account (or create a new one) to request a return and your chosen method to do so.

We can accept returns of items with the original tags attached within 28 days (we have a strict 14 day return policy for sale items) of receipt.

What is your international returns process? 

At the moment, we do not offer free international or domestic returns. 

If you need to return an item, we can issue you a DHL shipping label we’d just deduct a small amount from the refund for this (£7 for UK, £12 for EU, £15 for US and £25 for the rest of the world). Just go to your account to request this. Checked out as a guest? Please create a new account to request a return (your order history will show up there!). Once that’s done, we’ll email you the label and all the instructions. 

Otherwise you can go ahead and send the parcel back via your own method to our warehouse address. Please visit your account (or create a new one) to request a return and your chosen method to do so.

Can I return something I purchased at a sample sale? 

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. 

Do you have free shipping? 

We offer free standard shipping for order over £100 and if you need your pieces a little bit sooner, you can also pay a little more to upgrade to expedited delivery. 

Can I exchange my order? 

At the moment we do not offer exchanges – I’m so sorry about that! It’s something we’re looking to offer in the future, but we don’t have the processes in place to support it just yet. 

We’re happy to accept returns of unworn items with original tags attached within 28 days of the order date. You’d then be able to go ahead and place a new order. 

What if my item is faulty? 

We’re sorry about this! 

Please notify us by email to customercare@rixo.co.uk with details and photographs of the product fault to return within 14 days of receipt. 

What if I've already sent something back that does not have tags, is worn or is past the returns window?

We're not able to issue refunds or exchanges for items that have clear signs of wear, have been returned outside the returns window or are without their original tags. We will notify you if this is the case and ask that you arrange shipping of your order back to your address at your own cost.

We're not liable for these items while they are stored at our warehouse.


Please contact customercare@rixo.co.uk
 if you have any more enquiries.