Returns

Repeat returners

We offer a generous returns policy to make for a pleasurable online shopping experience. The number of returns made by customers is monitored, continued returns in breach of our terms and conditions may, at our discretion, lead to the closure of your account or future orders being refused.

If this applies to your account, we will be in touch.

Can I return sale and clearance items?

Returns on sale items are accepted, exchanges however will not.

Do I have to pay for return shipping?

UK customers can get use the returns portal to generate a free shipping label for exchanges and store credit, the cost of shipping for refunds will be deducted from the refunded amount.

How long will it take for the funds to appear in my account?

Returns will be processed within 3 - 7 days of receiving your item.

Why haven’t I been refunded?

On occasion returned items may not have reached us, which is why we always recommend you ship your unwanted item(s) with a tracked delivery service.

We will do everything we possibly can to assist with this situation, please contact us to discuss this further on info@ratandboa.com

Timeframes for refunds vary depending on the original payment method. We aim to process a refund within 5 working days, this can increase during busy periods. When you cancel the order the reserved funds will be made available to you again. This can take up to 10 working days depending on your payment provider and we're not able to speed up this process. If the funds have not been released after 10 working days, please get in touch on one of the contact options below and we'll look into it further for you.

Credit or debit card - funds are usually returned in around 3-7 working days. Please note, this time is taken by the banks to process the transaction.

Paypal - the funds will be available immediately, please allow 3/5 days for us to process the refund.

Splitit - Please see the following link for all info relating to Splitit https://www.splitit.com/faq/

Gift voucher - this will be locked back on to your account within 72 hours.

Will my postage be refunded?

We do not provide refunds for postage costs, unless otherwise stated.

What if I have received a faulty/wrong item?

Unfortunately, mistakes can happen. Please contact our team immediately, we'll provide a postage label and ensure the error is resolved.

I’ve lost my invoice, what should I do?

If you have misplaced the invoice that came with your order please always include your name, order number and contact details within your return parcel, where possible always include your order number.

What do I need to include in my return?

Please ensure you include a copy of your invoice with a clear note of which item(s) you wish to return where appropriate.

Failure to do so can cause delays in your refund being processed.

If you have been in contact with our Customer Service team please also include a copy of your conversation where necessary.

For international orders, please ensure you mark your parcel as “RETURNED GOODS”, with the country of origin marked as the UK - any charges will be deducted from customers refund.

What is your returns address?

Rat & Boa
Returns Department
UNIT 18E MANOR WAY
BELASIS BUSINESS PARK
TS23 4HN
United Kingdom

What is your returns policy?

All Rat & Boa merchandise must be returned to our returns team within 30 days of receiving delivery of your parcel for a refund. Eligible returned items can be refunded via the original payment method or via store credit.

Exchanges will also be processed, only for different sizes however. Exchanges are shipped free of charge using our DHL Express.

Items must be returned in its original state with all tags still attached. Garments that are returned with signs of being worn or delivered to our returns team outside of the stated 30 day policy window will not be accepted.

Returns on sale items are accepted, exchanges however will not.

How do I make a return?

To make a return, UK customers can use our easy returns portal here to generate a shipping label and we will collect from your home, work or an alternative address. International customers can send returns to the following address -

Rat & Boa
Returns Department
UNIT 18E MANOR WAY
BELASIS BUSINESS PARK
TS23 4HN
United Kingdom

Please take care when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.

If you are not using the returns portal, we always recommend you use a tracked delivery for your returned parcels, as we cannot be held responsible for any lost deliveries.

To use returns portal, you can book your collection online by clicking the link provided in our returns email. Simply enter your 10-digit waybill number located under the barcode of your printed returns label, review your details and select a convenient day and time for DHL to collect your parcel.

You can also book by phone by visiting dhl.com and selecting your country to find the relevant telephone number. Remember to quote our account number found in the returns email.

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