Information

Delivery
Exchanges
Returns

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

While we will do all we can to amend your order, 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

Can I cancel my order?

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

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.

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.

- For all Russian and United Arab Emirate orders a commercial address must be provided, as unfortunately DHL cannot deliver to a private address.

Which Couriers do you use?

For all deliveries we currently ship with DHL Express International

How much will my shipping cost?

UK Next Day Delivery (when placed before 2pm GMT) - £5.00

International Express Delivery - Calculated at Checkout

When can I expect my delivery?

UK Delivery - when ordered before 2pm (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 1/2 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 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.

Will I be charged Customs and Import Duties?

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.

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.

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.

Can I change my delivery address?

If you do make a mistake when filling out your delivery details, please contact our customer service team as soon as possible on info@ratandboa.com

We will do everything we can to correct your delivery address, however we do aim to get all deliveries out as soon as possible. If the order has already left our dispatch unit then the delivery address unfortunately cannot be changed.

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.

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.

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.

What if I have received a faulty/wrong item?

Unfortunately, mistakes can happen. Contact us immediately via info@ratandboa.com and we'll ensure the error is resolved swiftly.

I want to exchange my item, how do I do this?

Should you wish to exchange a returned item, please make a clear note on the invoice sheet to avoid any confusion and send it to the following address –

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

My order has exceeded the 14 day returns policy, can I still exchange?

Yes, we will accept returned items for exchange up to 28 days from date of delivery.

We will ship all exchanged items back out to you free of charge.

Can I exchange for a different item?

Unfortunately we are not able to offer exchanges for different items. You will need to place a new order and follow the returns instructions for a refund/store credit on your original order (if applicable).

What if the item requested for exchange is out of stock?

We will process a refund for the returned item once the customer has agreed, and are unable to select an alternative.

You will be notified of this by email.

Why haven’t I received my exchange?

Please allow us 1 – 3 working days to process your exchange upon receipt of your return. All exchanged items will be shipped out with DHL Express. For estimated delivery times please see “When can I expect my delivery?”

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. Eligble 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.

What is your returns address?

Please return your unwanted item(s) to the following address –

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

We always recommend you use a tracked delivery for your returned parcels, as we cannot be held responsible for any lost deliveries.

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.

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.

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.

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

Do I have to pay for return shipping?

We do not currently provide return postage, however this is something we are looking into for the near future.

Can I return sale and clearance items?

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