FAQs

You can amend or cancel your order within 30 minutes of placing it — including changing your delivery address, adding items, or cancelling altogether. Just use the "Amend your order" button on your order confirmation page, or in your confirmation email if you've closed that window.

Once the 30-minute window has passed, or your order has already reached our warehouse, we're no longer able to make changes. If you've missed the window, email us with "CANCEL/AMEND ORDER" and your order number in the subject line — we'll always do our best to catch it before it's processed, though this can't be guaranteed. If it's already on its way, you're welcome to return it as normal once it arrives.

You can shop with us in four currencies:

- GBP — ratandboa.com

- USD — us.ratandboa.com

- AUD — aus.ratandboa.com

- EUR — eur.ratandboa.com

Look for the currency symbol at the bottom of the site to switch. Just note that some delivery locations are only available through one specific store.

You have 14 days from delivery to log a return on our returns portal, then a further 14 days from there to get the item(s) back to us.

All returns come with a pre-paid shipping label — the cost is shown on the portal (it varies by location) and is deducted from your refund once processed. You can choose to be refunded to your original payment method or as store credit.

To be eligible, items need to come back in their original condition: tags attached, original packaging (including any duffle bags from newer collections), unworn and odour-free. A few things to flag:

- Swimwear bottoms ship with a hygiene protector sticker — this needs to stay intact for us to accept the return. If it's missing on arrival, let us know straight away.

- Earrings can't be returned, due to hygiene regulations.

- Faulty items still need to be returned to be eligible for a refund.

- Sale items follow our standard returns policy — except for US customers, where final sale items are non-refundable.

Ready to start? Log your return at returns.ratandboa.com

Yes. Email us and we'll cancel your existing request — once that's confirmed, head back to returns.ratandboa.com and re-enter your details. From there you can add or remove items, or change your refund method or shipping label option.

This can only be done within your original 14-day return window, so please get in touch as soon as possible.

Head to returns.ratandboa.com — this is where all returns are logged, whether you're shopping in USD, GBP, EUR or AUD. You'll need your order number and the email address used to order.

Once your label's approved, we'll email it to you, and you can also download it from the completed returns page.

Prefer to use your own courier? Select that option on the portal and use one of the listed return addresses — just note that no label is provided if you go this route.

Once you've received your QR code by email, take it to your nearest Royal Mail Customer Service Point (usually your local delivery office or Post Office). They'll scan the code, print your label, and you can drop the parcel off there and then — nothing to pay upfront, as the label cost is deducted from your refund. We'd recommend keeping proof of postage until your return is fully processed. Find your nearest branch at royalmail.com/services-near-you

Shopping with our UK store but based in another country? The available couriers and return methods are shown on the returns portal and may vary by location — just log your return there and follow the instructions we email you.

We're sorry to hear that. Please send Customer Care some images along with details of the fault, so we can take a look and advise next steps.

If you're within 14 days of delivery, log your return via the portal and select "Faulty" as the reason, attaching a clear photo. Having trouble creating the return? Contact us directly and we'll help.

All faulty returns are inspected on arrival — genuine faults are covered, but general wear and tear may not be, at the returns team's discretion.

Outside the 14-day window? Get in touch as soon as you can and we'll do what we can to help.

Sorry about that — send it back to us and we'll refund you once we've confirmed it's incorrect. Log the return via returns.ratandboa.com and keep your proof of postage.

If you use your own courier instead of our label, you'll need to cover the return cost yourself, and we're not able to take responsibility for parcels sent this way.

Still want the item you originally ordered? If it's back in stock, you're welcome to reorder via the website.

We aim to process refunds within 5 working days of receiving your return (up to 10 in busier periods). From there, how long it takes to land depends on your payment method:

- Credit/debit card — 3--5 working days

- PayPal — 3--5 working days

- Clearpay — 3--5 working days to reflect in your Payment Schedule (help.clearpay.co.uk)

- Klarna — 5--10 working days if the invoice was paid in full (klarna.com/uk/customer-service)

- Store credit / gift voucher — Within an hour of your refund being processed you should receive an email

Cancelled an order instead? Reserved funds are usually released within 2 hours.

If your refund hasn't landed within these timeframes, get in touch and we'll look into it. We'd also recommend always shipping returns with a tracked service — without tracking, we're not able to trace a parcel on its way back to us.

You can get a copy via email — log your return at returns.ratandboa.com, and once your label's approved, we'll send you an email with both the label and invoice ready to download and print. We also have a short video guide on accessing your invoice, or you're welcome to contact Customer Care for a copy.

Shipping from outside the UK? We'd recommend attaching this to the outside of your parcel to avoid delays at the border, along with your name, order number and contact details inside the parcel.

Yes, under our standard returns policy — you have 14 days from delivery to return the goods, and 14 days from logging the return to get them back to us, with tags attached and in the same condition you received them.

The exception is Final Sale items, which aren't eligible for return except where required by UK or EU law — contact us for details. Log returns at returns.ratandboa.com

Yes — the cost of your return label is covered by you and deducted from your refund; you can check the exact cost at returns.ratandboa.com. If you're a Level 4 Member, returns and shipping are free — check your tier under "Rewards."

We don't refund your original postage costs, unless otherwise stated.

Within 14 days of receiving your order, visit the returns portal, select the item you'd like to exchange, and choose your new item or size. We'll provide a prepaid shipping label to send the original item back

— you then have 14 days to get it back to us once the exchange is registered.

Once it's received and processed at our warehouse, we'll ship your new item with a new order confirmation and tracking details.

We aim to ship same-day for orders placed before 2pm. Orders placed after 2pm on a Friday, or on a bank holiday, ship the next working day

— the same applies to weekend orders.

During busier periods, including sales, please allow a few extra days. You'll get your confirmation and tracking details as soon as your order ships.

USD and GBP orders ship from our UK warehouse — we'd recommend checking your local customs and tax requirements before ordering, particularly if you're outside the UK. We're unable to ship to EU addresses from this store, though all other countries, including Australia and New Zealand, can shop here without issue.

For full detail on warehouse locations by currency and customs implications, see "Customs — everything you need to know" below.

🇬🇧 UK: Customs and duties on UK orders are pre-paid, so you won't be charged anything extra on delivery. If you're ordering from our UK store with delivery outside the UK, customs duties are shown and charged at checkout — these are non-refundable.

🌍 All other countries: Customs and import duties may apply, set by local authorities.

A few important notes:

- We're not able to refund customs duties or taxes once they've been collected — if you return an item or think you've been charged incorrectly, you'll need to reclaim this directly through your local customs authority, as we don't have access to these funds.

- If customs fees go unpaid and the parcel is returned to us, we may deduct the associated costs from your refund.

- USD/GBP orders ship from our UK warehouse. EUR orders ship from our EU warehouse in the Netherlands — if your delivery address is in an EU member state, your order should arrive with no extra customs charges. Iceland, Liechtenstein, Norway and Switzerland sit within the EU area but aren't EU member states, so customs may still apply — worth checking with your local customs office. AUD orders ship from our Australian warehouse for faster delivery and no customs charges wherever possible.

First, track your order via the link in your shipping confirmation email or through My Account. The courier may also reach out if there's a query with your address, so it's worth double-checking your contact number and email at checkout are correct.

Before contacting us, it's worth checking with neighbours or looking for a delivery card, in case the parcel was signed for on your behalf.

Still can't find it? Email us within 30 days of the delivery date so we can open an investigation with the courier — hang on to all your packaging, as photos may be needed if an item's missing. Investigations can take up to 28 days.

One thing to note: if a signature release was given, or the courier confirms it was delivered correctly, we're not able to take responsibility for anything that happens after that point.

Depending on the courier, you can leave delivery instructions — left without a signature, with a neighbour, in a safe location, or collected from a local point. Someone else at the address can also sign on your behalf. Couriers may leave parcels unattended if the location's considered secure.

Deliveries typically include GPS tracking, a recorded recipient name or signature, and proof-of-delivery photos where possible.

We'd always recommend signing for your order — if you choose to have it left without a signature or in a safe place, liability for loss or damage sits with you as the recipient, and once it's delivered as instructed, we're not able to offer a refund or replacement.

GBP orders — Royal Mail, DHL Express or UPS, depending on location. UK orders get free Standard Delivery (excluding sale orders, where charges are shown at checkout).

- Royal Mail Tracked 48 (Standard) — usually 48--72 hours after dispatch, excluding weekends/bank holidays.

- DHL Express (Premium) — order before 2pm Monday--Thursday and it'll usually ship with DHL Express for next-working-day delivery (doesn't usually run weekends).

USD orders — FedEx, DHL or UPS. AUD orders — AusPost. EUR orders — UPS.

This can occasionally change, and orders placed on or after 2pm Friday won't arrive until the following week. All delivery times are estimates, so please allow extra time during busy periods.

We'll email you tracking details as soon as your order's dispatched

— the waybill/tracking number in that email is the best way to follow its progress. Didn't get a confirmation? Get in touch and we'll help.

Members Only is our loyalty programme — creating an account unlocks early access to sales and new collections, vouchers, exclusive gifts and more, plus a generous sign-up discount when you first join.

Every £1/\$1/€1 you spend earns 1 point (you'll need to be logged in for points to register). The more points you build up, the higher your loyalty level and the more benefits you unlock.

The more points you earn, the higher your level, and the more benefits you'll unlock. Your Members Only tier is based on your annual spend, so if this drops below the threshold for your current tier, you'll move down to the tier below.

For full details on tiers and benefits, you can check out the Members Only section of the site.

Points and vouchers can't be used on sale items, though you'll still earn points from sale orders (credited 37 days after purchase, ready to use on a future order). Points and vouchers also can't be combined with other discounts.

One tip: stay logged into your account throughout checkout to make sure your points register correctly.

Once your refund is processed, your voucher is refunded too (valid for 30 days from reissue), and your points are automatically returned to your balance. If points don't come back, just let us know.

Welcome offers and birthday vouchers work the same way, with a new code emailed to you. Keeping some items from an order? The voucher or points value still applies to what you've kept. The one exception is one-time-use vouchers, like Valentine's or Christmas promotions — these can't be refunded if the order is returned.

This is usually because an order was returned or cancelled — either yours, or one placed by someone you referred.

When this happens, the points tied to that order move from "pending" to "cancelled" and won't be added to your balance. If you referred a friend and their order is later cancelled or returned, the points you were due to earn from it will be cancelled in the same way.

1\. Log in and go to your account page

2\. Click "Learn More" in the centre of the Members Only section

3\. Scroll to "Refer a Friend" for your unique shareable link

A few conditions to note:

- Your friend needs a different address from yours

- Their order needs to total more than £100

- You'll get your reward code by email 28 days after they've purchased

Your reward won't be valid if your friend returns their order in full, if less than £100 remains on the order after any returns, or if you live at the same address as them.

Choose store credit over a refund and you'll get an extra 10%, plus free return shipping.

1\. Select store credit on the returns portal, within 14 days of delivery

2\. Send your item back

3\. We'll email your store credit — purchase price plus 10% bonus

4\. Enjoy free return shipping, on us

For example, a £200 dress becomes £220 in store credit.

Changed your mind? You have 14 days from receiving your store credit to switch to a refund instead, as long as it hasn't been used — just note that standard return shipping fees will apply, and the 10% bonus stays with us.

Yes — get in touch straight away and we can change this for you. Once store credit's been used to place an order, though, it's no longer refundable to your original payment method.

If you place an order using store credit and then return it, your refund goes back to store credit too — usually onto the same gift card, so you can reuse the same code.

Yes — e-gift cards are available in the following amounts:

- GBP: £25 / £50 / £75 / £100

- USD: \$25 / \$50 / \$75 / \$100

- EUR: €25 / €50 / €75 / €100

- AUD: \$25 / \$50 / \$75 / \$100

Need a larger amount? Purchase what you need and contact us — we can merge multiple cards into one. Gift cards aren't physical; they're emailed with a code to enter at checkout, and can only be used in the store currency they were purchased for.

1\. Copy the unique code from your email

2\. Enter it at checkout

3\. The value comes off your order total automatically

4\. Pay any remaining balance with your usual payment method

You'll get a confirmation email once your order's placed. A couple of things to note: codes are case-sensitive, so enter them exactly as shown, and gift cards can only be used on the store they were purchased for. Need it converted to a different currency? Contact us and we'll sort that for you.

Our fabrics are handpicked by our Creative Directors, Valentina and Stephanie — we choose lightweight, delicate materials that drape beautifully, with quality at the heart of everything we make.

We produce on demand rather than overproducing, focusing on timeless pieces made to be worn and loved for years. Newer collections bring in innovative materials that improve drape and fit, as part of our ongoing commitment to quality.

Every piece goes through a thorough quality control process, led by our independent team working closely with in-house staff and trusted suppliers, to catch and correct any potential defects before shipping. Fabrics are also tested by accredited third-party labs to make sure only the highest-quality items make it into production.

Anything that doesn't meet our standard is repaired properly or responsibly removed from circulation and recycled.

1\. Head to the website and click "LOGIN"

2\. Click "Forgot password" and enter your email address

3\. We'll send a reset link to your registered email

Any issues, just get in touch.

Try clearing your cache and cookies, then close your browser and reopen in a private/incognito window. Still having trouble? Contact us with as much detail as possible, along with screenshots of any error messages

— that'll help us get to the bottom of it faster.

Discount codes are case-sensitive, so please double-check it's entered exactly as shown, with no extra spaces. A few things that can stop a code from applying: it's expired, it's restricted to certain items (e.g. excludes sale lines), or it can't be combined with another acctive offer — only one code can be used per order.

Still not working? Contact us with the code and we'll take a look.