Buyer beware — particularly if you are an international customer
I have been a loyal RIXO customer for years and own many of their dresses. Unfortunately, my most recent experience has ended that relationship entirely.
I ordered two Annina dresses in EU size 38. I am a size 38, which by standard international sizing corresponds to a UK 12 and a Medium. RIXO maps EU 38 to a UK 10 and Small. This is not standard, and it is not clearly flagged at the point of purchase on their website, which displays EU sizes only with no UK equivalent shown.
When I raised this, customer service was unhelpful and inflexible. The 14-day return window is wholly unreasonable for international customers. By the time an order arrives, is tried on, and a problem is identified, that window passes quickly. I was ultimately told nothing could be done.
My advice: if you love RIXO, order through Net-a-Porter or Zalando. Their return policies are significantly more customer-friendly and you will not find yourself €755 out of pocket with no recourse.
The experience is consistent with a pattern visible across other Trustpilot reviews here: poor customer service and rigid administration.
A shame. The product is beautiful. The experience is not.