Delivery

What happens if my parcel gets lost?

Unfortunately parcels do sometimes go missing in transit. Contact us immediately via info@ratandboa.com, we do ask you to please allow for the required 10 working days to pass before we declare the order as missing.

Why haven’t I received my order?

We always recommend tracking your order via DHL. There is a chance the courier may have been unable to deliver your parcel, 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 or delay in customs in which the courier will need to contact you in order to resolve the issue. 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. With DHL’s On Demand Delivery service it is possible to leave your parcel with a neighbour, in a safe place or collect from one of their many collection points.

Do I need to sign for my delivery?

Yes, you will have to provide a signature upon receiving your order. However, with DHL’s On Demand Delivery service it is possible to leave your parcel with a neighbour, in a safe place or collect from one of their many collection points.

When can I expect my delivery?

UK Delivery - when ordered before 12pm (GMT)

Next Day Delivery

Northern Ireland, Scottish Highlands and the Isles - 1-2 working days

Please note this applies only to working days. We cannot guarantee weekend delivery with our Next Day Delivery option.

International Delivery - when ordered before 12pm (GMT)

USA - Usually 1-3 working days. Remote areas can be more.

Australia - Major cities are usually 2/3 working days. Remote areas can be more.

Western Europe - Usually 1/2 working day

ROW - Usually 3/4 working days

Price of which is dependant on location and weight.

Please note this applies only to working days. We cannot guarantee weekend delivery.

Which Couriers do you use?

Our deliveries are currently shipped with DHL Express International.

Russian orders are dispatched using Royal Mail.

How do I track my order?

You will be emailed tracking details once your order has been dispatched. With DHL’s On Demand Delivery service it is possible to reschedule your delivery, leave your parcel with a neighbour, in a safe place or collect from one of their many collection points.

Can I cancel my order?

Please contact our customer service team as soon as possible on info@ratandboa.com

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 the weekend?

No, we do not. Expected delivery times do not include weekends. For international orders, it is common for your order to travel during the weekend, often making for a shorter delivery time.

Do you deliver on Bank Holidays?

No, we do not. Expected delivery times do not include bank holidays. As with Saturdays and Sundays, this is not a working day.

When will my order be shipped?

We do our best to ensure your order is shipped the same day when placed, however during peak periods, including sales, we ask for a few days in preparing your order.

How much will my shipping cost?

Free UK Next Day Delivery (when placed before 12pm GMT)

International Express Delivery - Calculated at Checkout

Will I be charged Customs and Import Duties?

UK orders have customs and duties pre-paid.

Australian orders have customs and duties pre-paid.

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

For other countries, customs and import duties are applied by local customs, unfortunately we are unable to provide an estimate or offer information. We suggest contacting your local customs office so you are aware of the exact charges that could potentially be incurred.

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

Which countries do you ship to?

We deliver to all countries worldwide, however please bear in mind the following we cannot deliver to P.O Box addresses.

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