FREQUENTLY ASKED QUESTIONS
What materials are the garments made from?
At RIXO we pride ourselves on the quality of the fabric we use. Roughly 70% of our range each season is made up of 100% silk – we use like weight 16mm silk. Additionally we use 100% satin back viscose; a high quality material that lends itself well to our embroidery styles and silk velvets within our range.
RIXO never use artificial materials such as Polyester.
Where are your clothes manufactured?
RIXO clothes are made in China; in an intimate family run factory. The two designers visit the factory continually and know many of the machinist by name.
How can I return items to you?
We offer a returns’ policy for Products returned to us in their original condition with all labels still attached. Please refer to our Returns page for further information to get your return processed with us.
Do I have to return my purchased online order back by post?
Yes, Please return the products that you have purchased, with your order number to:
198B Wandsworth Bridge Road
What is your international returns policy?
We have the same returns policy for our international shipments, please refer to our Returns page for further details how to do so.
Can I return something without a returns note?
Yes you can – please just ensure somewhere in the parcel you write down your order number and contact details so our team can allocate who you are. We also advise you email Clemmie or Pippa at firstname.lastname@example.org to let them know you are retuning your parcel or if you have any queries.
How long does it take to get a refund?
The refund will be processed as soon as we receive your package and we will then email you to confirm it’s arrival. Please allow 3-5 working days for your refund to be received.
What should I do with a faulty item?
Please send the garment back to obtain a refund for that product within 28 days of the date of delivery. We should be grateful if you would notify us in writing by email of your intention to return within 14 days of receipt of goods (email@example.com).
What is the promo code for buying first time online at RIXO?
Sign up to our newsletter with your email address and you will receive free shipping for your first order.
Can I use my promotional online discount code in store?
No, the code is for online sales only and is not valid at our pop up stores.
When will my order be delivered, can I track my order?
Please refer to the ‘DELIVERY’ (ADD LINK) in our Customer Care tab. This provides a breakdown of estimated delivery time relevant to your location.
How long does it take to receive my order if placed yesterday before 4?
We use DHL express delivery which is the quickest delivery available, if you place your order before 4pm you will receive your order the next day. (This is only valid during weekdays).
How long does it take to receive my order if placed yesterday after 4?
If you place your order after 4pm it will get dispatched the following day, which you will receive the day after.
I have not received a confirmation email after placing my order, have is gone through?
Please check your junk mail, if it you still do not receive it, please email firstname.lastname@example.org
Are out of stock items restocked online?
For any information in regards to items that our sold out please email email@example.com and our team will put you on a waiting list.
What are your size guidelines?
XS – UK 6 -8
S – UK 8 – 10
M – UK 10 -12
L – UK 12- 14
XL – UK14 – 16
Are your garments true to size?
Yes, although the way some garments are designed means there is some slight over sizing, for example a blouson sleeve. Please email firstname.lastname@example.org for a more specific answer to individual garments.