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Rat & Boa UK

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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.

I'm struggling to access your website

Technical

What time does the sale start?

Can I return sale items?

Can gift cards be used on sale items?

Why am I being charged shipping during the sale?

Can I cancel or amend my order during the sale?

Are you restocking during the sale?

Can I get a price match on a sale item?

When will my order ship during sale?

Can I exchange sale items?

I have paid for express delivery during sale, when will it be shipped?

Can points/vouchers be used on sale items?

Sale

Where is your returns portal?

I've received a faulty item — what do I do?

How long will it take for my refund to come through?

How do I log my return?

How do I return my parcel?

What is your returns policy?

Can I change my return once it's been logged?

I've received an incorrect item

Do I have to pay for return shipping?

Return shipping charges

Can I return sale and clearance items?

What do I need to include in my return?

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

Can I return two orders in the same parcel?

Returns & Refunds

How do I track my order?

When will my order be shipped?

Shipping Timeframes

Where will my order ship from?

Why haven't I received my order?

Which couriers do you use?

Customs — everything you need to know

Do I need to sign for my delivery?

Do you deliver on bank holidays and weekends?

Shipping in the Middle East

VAT receipts

Shipping & Delivery

When will my pre-order ship?

Why is my order on pre-order — I wasn't told this at checkout?

My order shows as on hold but the item says 'in stock' — what's happening?

Pre-orders

My discount code isn't working at checkout, what should I do?

Can I use more than one voucher on my order?

Can I use points or vouchers on sale items, or alongside other discounts?

Discount Codes & Checkout

Can I change or cancel my order after placing it?

I haven't received my tracking or order confirmation email — what should I do?

Which currencies can I shop in?

Why does the colour of my garment look different from what I saw online?

Can I purchase your items from a store?

Orders

How do I exchange an item?

How long does an exchange take?

Can I exchange my item for something different, not just a different size?

Is the exchange service available internationally?

What if the item I want costs more or less than the one I'm returning?

Is return shipping free for exchanges?

What are my refund options on an exchange?

How many times can I exchange an item?

What if the item I want to exchange for is out of stock?

What if something goes wrong with my exchange?

What is Instant Exchange?

What if my card authorisation is declined when I select Instant Exchange?

What happens if I don't return my item in time for an Instant Exchange?

Exchanges

How do I know if a style runs true to size?

Sizing & Fit

What is Members Only, and how does it work?

How do I join Members Only?

Why do my points show as pending?

Can I spend my points?

How is my level calculated?

Why hasn't my level changed straight after purchase?

Why has my level changed?

What birthday treat am I entitled to?

Do my vouchers expire?

What happens to my voucher or points if I return my order?

How does the referral programme work?

Why did my points balance go down?

Can I accumulate points on sale orders?

How can I view my points and membership level?

What happens to my loyalty level if I return all my items?

Can vouchers be used with store credit, or exchanged for a gift card?

How can I leave Members Only?

What can I do with my points?

Members Only

I can't sign in to my account

I've forgoten my password, what do I do?

How can I use my store credit or gift card?

If I get a refund to store credit, can I change this?

What's the store credit incentive?

Do you sell gift cards?

Gift Cards & Store Credit

Tell me about your products

What's your in-house quality process?

Quality

I'm struggling to access your websiteUpdated 2 months ago