Returns

PLEASE NOTE THAT WE'RE ONLY ABLE TO ACCEPT RETURNS OF FULL-PRICE ITEMS WITHIN 28 DAYS OF PURCHASE (14 DAYS IF PURCHASED IN A SALE). THE BRIDAL COLLECTION HAS A 14 DAY RETURN WINDOW.

 

To make a return, follow the steps below:

 

How do I return my order? 

UK Customer Returns (Excluding Bridal)

Visit https://returns.dpd.co.uk/rixo-limited/GB/home  to create your free return label. The label will need to be printed and placed on the outside of the parcel.

You can find your nearest DPD drop off here:
https://returns.dpd.co.uk/rixo-limited/GB/shop-finder

Once you have dropped off your parcel you will receive a reference number. You can use this to track the status of your return here: https://track.dpd.co.uk/

Any questions, feel free to email the team on - customercare@rixo.co.uk

 

International Customers and UK Bridal Returns

Includes EU, International, Ireland, and Northern Ireland customers. Please see return costs below.

1. Head to rixo.co.uk and log into your account.

Don't have an account? No worries! Just go ahead and create an account using the billing email address you used to purchase this order. All orders placed under this email address will be there.

2. Click on the “Request a Return” button on the right hand side, then opt for which items you wish to return.

3. Once you “Submit” your return request, your request will go through to our Customer Support team, who will then go ahead and create your DHL label and send it over to you via email.

4. Keep your eyes peeled on your email – Once you have received the DHL label please print this off and attach it to your parcel; the label is active for 7 days from when you receive it.

6. Place the DHL label on the and outside of your parcel and include your name and order number inside the parcel (a reason for the return is also very helpful)

7. The “waybill” and invoice documents sent by Customer Support should be given to the collection driver. You will need to book your collection - you can call DHL on 0844 248 0844 to do this.

8. Or if it’s easier, you can also drop the parcel at a DHL service point: https://parcel.dhl.co.uk/dhl-service-point/find-your-nearest/

Make a note of your waybill number to track the status of your return here: https://www.dhl.com/global-en/home/tracking.html

Any questions, feel free to email the team on - customercare@rixo.co.uk

 

How much does it cost?

UK and Northern Ireland - FREE RETURNS

EU - £12

USA - £15

ROW - £25

 

What is your returns policy? 

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

Please note Bridal Products have a 14 day return window. Your returns period begins on receipt of parcel. All products 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 items outside of this return window or items with their tags removed or appear visibly worn, 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 - and as our Sustainable Stocking Bundle contains a face covering, we cannot accept returns of this product. We also cannot 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. 

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

If an item is returned to us and does meet our return policy, we will ask you to arrange collection of this item at your own cost.

Any special order product such as pre-order Bridal pieces, require a 50% non-refundable deposit. 

 

Do you offer free returns? 

We now offer free UK returns. For other parts of the world, we will deduct a small amount from your refund to cover the cost of the return. 

 

What is your international returns process? 

Please follow the same return instructions as above. We will deduct a small amount from the refund for this  £12 for EU, £15 for US and £25 for the rest of the world, however we have FREE UK RETURNS.

 

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. 

 

Can I exchange my order? 

At the moment, we’re not able to offer returns for credit or exchange.

 

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 delivery 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.