Orders & Payments

Where do you ship?
We ship all over the world, excluding the Russian Federation. Please see our shipping information to learn more.   

Where is my order?

You can track your order via DPD (mainland UK) or DHL (Northern Ireland, Channel Islands and International) using the tracking/parcel number in your confirmation e-mail. For additional help finding your order, please contact us.

Can I cancel/modify my order?

We regret that we cannot modify orders. Please contact us as soon as possible after placing your order if you need to make a cancellation. Orders cannot be cancelled once dispatched, but you can make a return.

You may cancel a pre-order at any time before it is dispatched. You can do so via the Purple Dot customer portal here or go via the link in your pre-order confirmation e-mail. We cannot cancel an order or pre-order that has already been sent, but you can make a return that complies with our  conditions

Which payment methods do you accept?

RIXO accepts Amex, Visa Credit, Visa Debit, Mastercard, Klarna, Clearpay, Shop Pay, Apple Pay, GPay, and PayPal for online payments. When placing an order, your billing address must match the information linked to your payment method. If your payment is declined, please contact your bank or financial institution for assistance. Please find Clearpay FAQ’s , and Klarna FAQs 

What taxes am I paying?

Our prices are fixed, so no matter where you are shopping in the world, you will pay the price you see when browsing our site and nothing will be added or deducted later in your journey except for the shipping. If tax is being charged, it will be included in these prices, and you will see a breakdown of the included taxes as you progress through the checkout. When tax is charged it is on the product and the shipping.  The sales tax does not include any customs or duties taxes that you may have to pay on product arrival.

How broad is your size range?
We believe in making beautiful pieces for all women. Please see our Extended Sizing collection for the growing number of OLSENCHOICE styles in UK sizes 6 to 26 and our Petite Collection for women 5’3” and under launching in April.

Track My Order
You can track your OLSENCHOICE delivery via DPD (UK) or DHL (Northern Ireland, Channel Islands, Europe, USA and the rest of the world) or using the tracking/parcel number in your confirmation email. OLSENCHOICE orders require a signature upon delivery. Our couriers cannot offer alternative options such as delivery to a safe place for your package. Please see our couriers’ websites for more information.

Delivery Options
We deliver to all countries (excluding Russia), with the help of our couriers. USA & Rest of World (incl. Northern Ireland & Channel Islands) are shipped with DHL.

UK:
– Standard delivery: £5
– Receive your purchase within 2-4 working days (excludes pre-orders)
– Next working day (excludes Northern Ireland & Channel Islands): £8
– Order by 3pm Monday – Thursday to receive your purchase next working day

Republic of Ireland:
– All orders (taxes & duties covered): €12
– Receive your purchase within 2-4 working days (excludes pre-orders)

Europe:
– All orders (taxes & duties covered): €12
– Receive your purchase within 2-4 working days (excludes pre-orders)

Rest of World:
– Standard delivery: £15
– Receive your purchase within 2-4 working days (excludes pre-orders)

Duties & Taxes
We cover all duties and taxes for deliveries to the EU. For all other international shipments, DHL will contact you to pay for any duties and taxes upon delivery. Regretfully, we cannot control or estimate these charges.

Returns
If you refuse or otherwise fail to take delivery of your order, it will be returned to us. You will not be able to track this default return, but a member of our Customer Care team will be in touch to arrange a refund or redelivery. To return an order you have already accepted, please visit our returns page.

Product Questions
How can I learn when an item is back in stock?
Our products are produced in limited runs. If a style or size you want sells out, sign up for email notifications on the product page and we will inform you if it becomes available. If you can’t find the product you want online, contact Customer Care for advice on similar or alternative pieces.

When do your collections launch?
OLSENCHOICE launches small, considered monthly collections. Our prints, patterns and embroidery are hand designed at our studio in London and many styles are exclusive to OLSENCHOICE.

I believe my order is faulty, what can I do?
In the unlikely event you find a fault, please contact us via email with you order number and photos and we will seek to remedy the situation as quickly as possible.

How do you care for OLSENCHOICE garments?
Care instructions are clearly displayed on the label inside each garment. In addition, we provide care advice on each product’s page. If your OLSENCHOICE item has no label or is no longer on our website, please contact Customer Care.

Other FAQs
Where is OLSENCHOICE stocked?
You can shop OLSENCHOICE collections on our website。 We are pleased to work with a carefully curated number of retail partners across the UK and around the world. Please refer order and returns queries for our partners directly to them. Our Customer Care team is on hand to provide product, care and styling advice for OLSENCHOICE items purchased anywhere.

How do I join our community?
Anyone can be a part of our community！ Tag us in your Instagram posts or share your OLSENCHOICE  moments with our Customer Care team – we love seeing how you wear our designs and make them your own. Make sure you are signed up to our newsletter to stay in the loop with all our community events including supper clubs and sample sales.

How broad is your size range?
We believe in making beautiful pieces for all women. Please see our Extended Sizing collection for the growing number of OLSENCHOICE styles in UK sizes 6 to 26 and our Petite Collection for women 5’3” and under launching in April.

How does Petite sizing work?
Petite styles measure 6.5cm shorter than our regular collection – although they’re not just cropped! Our in-house garment tech team has adjusted every measurement so the proportions are perfect.