JOURNAL

Go behind the scenes with our collections, browse style advice, discover our favourite travel spots and meet our latest muses

Delivery

What happens if my parcel gets lost?

Unfortunately, parcels do sometimes go missing in transit. If you think that this has happened, please contact us immediately at Customercare@ratandboa.com so that we can investigate.

Please note, if a parcel is lost, we have to allow the courier time to locate it and conduct their investigation. During this time we will do our best to keep you updated but will not be able to offer a refund until the investigation has concluded.

 

Why haven’t I received my order?

We always recommend tracking your order via AusPost, You can track your order via the information given on the shipping confirmation email - Please contact the customer care team if you have not received this email.

If you haven’t received the parcel there’s a chance the courier may have been unable to deliver it; we always recommend you check for a card or with your neighbours in case they have signed for your delivery. 

Alternatively, there may be an address query that requires the courier to contact you. To help make delivery as smooth as possible please ensure you include both your contact number and email when processing an order through our store.

 

 







Can someone else sign for my delivery?

Someone else can sign for your delivery, however we accept no responsibility if the signature received at the delivery address is not the intended recipient.

Any parcels that have been given a signature release, unfortunately can not be refunded or replaced, if the courier can not retrieve them.

Do I need to sign for my delivery?

Yes, you will have to provide a signature upon receiving your order. However, it may be possible to leave instructions for your parcel. 

We would always advise signing for your order as customers are liable for any parcel left without a signature.

 

How do I track my order?

We will email you your tracking details once your order has been dispatched. If you have not received your confirmation, please contact our customer service team at Customercare@ratandboa.com.

For Australian orders please use the tracking with Auspost. 

I’ve made a mistake can I change my order?

We will certainly do all we can to amend your order, however this is not always possible due to time constraints. If you do make a mistake when placing your order, please contact our customer service team as soon as possible on info@ratandboa.com

Do you deliver on bank holiday and weekends?

Expected delivery times do not include weekends or bank holidays. Some of our couriers do travel across weekends, often making for a shorter delivery time, but we cannot guarantee weekend delivery.

When will my order be shipped?

We do our best to ensure that your order is shipped on the same day that it’s placed. Orders placed on a weekend or bank holiday are shipped the first working day back. 

During peak periods, including sales, in may take a few extra days for us to prepare your order. We will send confirmation details, including all tracking information, as soon as it’s shipped.




Will I be charged Customs and Import Duties?

UK orders have customs and duties pre-paid.

Australian orders are charged customs and duties on orders over $1000 AUD when shipping from the UK to Australia.

USA orders are charged customs and duties on orders over $800 USD. 

For other countries, customs and import duties are applied by local customs. Unfortunately, we are unable to provide an estimated amount for this; we kindly suggest that you contact your local customs offices before ordering to find out the exact cost that could potentially be incurred.

Sadly we can not refund for customs charges. 


We reserve the right to deduct any costs from your refund that we incur from parcels that are returned to us due to unpaid customs charges.




Help