Start a return

Track my order

Rat & Boa UK

<p>Your level updates automatically 28 days after your order, to allow time for any returns to be processed first.</p>

Your level updates automatically 37 days after your order, to allow time for any returns to be processed first.

Why hasn't my level changed straight after purchase?

Members Only

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 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?

I can't sign in to my account

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

I'm struggling to access your website

Technical

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

Why hasn't my level changed straight after purchase?Updated 2 days ago