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Returns

DHL - Why won't my label work?

If you are returning your items with our DHL Express label. Please know that DHL parcel will not accept our DHL Express labels. The companies are two separate companies. 

If you could kindly always check with DHL Express online to find a correct drop off point. Alternatively you can arrange a collection with DHL at no extra cost. Please follow the below instructions for this.

Please use the link below to arrange for DHL to collect your parcel, please note the link below can be temperamental on some phones and tends to work better on a laptop or PC.
 
Please select your country flag in the top right of the screen (this is important as it will not work otherwise)
 
Please answer 'No' to the first question, then select 'I have a waybill number', enter the waybill number that appears on your return label, ensuring that you leave no spaces between the numbers, then enter you phone number. Click update and you will then be able to arrange a collection.
 
If you do face any difficulty please let us know at customercare@ratandboa.com.

What is your holiday returns policy?

Items purchased on or after November 25th will be eligible for return until January 17th. Our 30 day returns policy still applies for items purchased after December 17th.

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?

The cost of returns must be covered by the customer, shipping for exchanges is free. To find out how much a return will cost using our pre-paid labels, visit ratandboa.com/pages/returns.

Please note Black Tier members do get free shipping and returns.



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

Timeframes for refunds vary depending on the original payment method. We aim to process a refund within 5 working days but this can increase to 10 working days 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 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 information relating to Splitit https://www.splitit.com/faq/

Klarna - If you've paid your full invoice, you'll receive a refund from Klarna within 5-10 working days for the items you returned. If you have any questions about your Klarna account, please visit  https://www.klarna.com/uk/customer-service/ 

Gift voucher - This will be sent to you via an email with a code within 72 hours of your refund being processed




Why haven’t I been refunded?

We would advise to always check your tracking first to see if that has reached us. This information will be on your returns email.

On occasion returned items do not reach us, 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. Please contact us at customercare@ratandboa.com if you have any questions.

Sadly any parcels lost on the way back to us, we can not be held responsible for.

Refunds 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 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 information relating to Splitit https://www.splitit.com/faq/

Klarna - If you've paid your full invoice, you'll receive a refund from Klarna within 5-10 working days for the items you returned. If you have any questions about your Klarna account, please visit  https://www.klarna.com/uk/customer-service/ 

Gift voucher - This will be logged 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?

If you have received a faulty or wrong item, please head over tour returns portal to log this. https://returns.ratandboa.com.

Here you will find it straight forward to create a free label for your exchange or return.Please select faulty, then received incorrect item at our online returns page at the below link.

We will then be able to approve a free return label for you to return for an exchange or refund.

If this is outside of your returns window of 30 days, please contact a member of our team as soon as possible and they will be happy to help you resolve this.

Please contact us at customercare@ratandboa.com. 




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. 

Alternatively, please contact the customer service team at customercare@ratandboa.com for a copy of the invoice.

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 policy?

All Rat & Boa merchandise must reach our returns team within 30 days of delivery for a full refund. Eligible returned items can be refunded via the original payment method or via store credit. Please log all returns on our returns portal to ensure our team can pick this up. 

Items must be returned in their original state with all tags still attached and in their original packaging. 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. 

Exchanges can only be processed for different sizes and are shipped free of charge using our couriers.

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

Unfortunately, items that are returned without their original tags attached will not be accepted.


Swimwear bottoms will be shipped with a hygiene protector sticker in place. Please be advised that any bottoms with this removed will not be accepted for returns. If this sticker is missing when the order reaches you, please let our customercare@ratandboa.com team know as soon as you receive the item. 



How do I make a return?

To make a return, please visit the link provided in order to start your returns process, all returns must be made through the returns portal. ratandboa.com/pages/returns .

You will need your order number including the hashtag, and the email address you have ordered with.

You can also return your items with a courier of your own choosing. Please select this option on our returns portal and use the address below. - Please note if this option is selected, you will not receive a label for your return.

Please use the address below to return/ exchange items if you have shopped in the below currencies.

 

Euro Currency shoppers

Rat & Boa Returns

Nijverheidsweg 27

3274

KJ Heinenoord

Netherlands

3029 KJ



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