FAQs
Returns & Refunds
All returned items must first be logged on our online returns portal within 14 days of delivery. Once logged, you’ll then have a further 14 days to return the item(s) to our warehouse in order to be eligible for a refund.
All returns are eligible for a pre-paid label through the returns centre. The cost of the return label will be shown there and may vary depending on your location. We cover the label cost upfront and simply deduct this from your refund once the return is processed.
Eligible returned items can be refunded to the original payment method or issued as store credit. Please ensure your return is logged through the portal so our team can process it correctly.
Items must be returned in their original condition, with all tags attached and in their original packaging. This includes any duffle bags that were provided as part of our new collections. Unfortunately, garments returned with signs of wear, damage, strong odours, or received outside of the stated return window will not be accepted. Items returned without their original tags attached cannot be accepted.
Swimwear: Bottoms are shipped with a hygiene protector sticker in place. Returns will only be accepted if this sticker remains intact. If the sticker is missing on arrival, please contact our Customer Care team at [email protected] immediately. When trying on swimwear bottoms, underwear must be worn underneath. Any items with signs of wear will be rejected due to hygiene reasons.
Earrings: Due to hygiene regulations, we’re unable to accept returns on earrings.
Faulty items: Any items considered faulty must be returned in order to be eligible for a refund.
Sale items: Returns on sale items are accepted under the same returns policy.
To log a return, please visit:
👉returns.ratandboa.com
If your a EUR, GBP or AUD customer please log your return here: returns.ratandboa.com
You can change your return request if you would like. To do this, your previous return request has to be rejected so you can log it again.
Firstly, contact [email protected] to cancel your previous request.
Once they have done this, please head over to our returns page and enter your details again.
If your a EUR customer please log your return here: returns.ratandboa.com
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.
If your an EU customer please log your return here:returns.ratandboa.com
You will need your order number and the email address you have ordered with.
You will then need select your item, and then the reason for return, please provide images where possible.
Ship with any carrier of your choice - This option means you wish to cover the cost of your own return and arrange your own method to ship your return back to us.
Ship with a prepaid returns label
Then "Submit".
Once your label has been approved by our returns team you will receive an email response with your label attached and you can also download it from the completed returns page.
You can also return your items with a courier of your own choosing. Please select this option on our returns portal and use one of the addresses below. - Please note if this option is selected, you will not receive a label for your return.
How to Return Your Order with UPS.
Receive Your UPS Return Label:Once your return is logged, you will receive a UPS return label via email.
If you do not receive this, please check your spam/junk folder or contact our team.
Prepare Your Parcel: Securely package the item(s), ensuring they are in original, unworn condition with all tags attached.
Attach the UPS return label to the outside of the parcel.
Drop Off Your Return: Take your parcel to your nearest UPS drop-off location.
You can find your nearest drop-off point using the UPS Drop-Off Locator -https://www.ups.com/dropoff?loc=en_US
Alternatively, you can schedule a collection via the UPS website https://wwwapps.ups.com/pickup/schedule?loc=en_GB
Tracking Your Return: Keep hold of your tracking receipt for reference.
You can track your return using the UPS Tracking Tool https://www.ups.com/track?loc=en_US&requester=ST/
Refund Processing: Once your return arrives at our warehouse and has been inspected, we will process your refund in line with our returns policy. (Usually 5 working days)If you have any questions or need further assistance, please don’t hesitate to reach out.
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.
USPS, UPS, or any other couriers sadly do not take DHL Express parcels. Please do not leave parcels with these companies as we have no way of tracking them and will not be able to refund on any lost parcels.
To return with DHL express is super easy, how you choose to return is totally up to you!
You can either drop your return at a local DHL Express location or schedule a DHL collection from an address of your choice.
https://locator.dhl.com/?language=en&languageCountryCode=GB&countryCode=GB&resultUom=mi
We would always recommend keeping all receipts or confirmation of drop off. You can also schedule a collection with DHL, they can collect from a home address or work address, this is totally free service.
Please use the link below to arrange for DHL to collect your parcel, please note the link below can be temperamental on some iPhones and tends to work better on a laptop or PC.
https://mydhl.express.dhl/gb/en/schedule-pickup.html#/schedule-pickup#label-reference
- 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.
- Please then select 'I have a waybill number' and enter the waybill number that appears on your return label, ensuring that you leave no spaces between the numbers.
- Enter you phone number.
- Click update and you will then be able to arrange a collection.Please contact us if you have any problems at [email protected]
On this screen, you then need to enter in all the details for the pickup address.
EU Customers
All currently available return methods and couriers will be displayed on our returns portal, and these may change over the coming months as we make internal updates.
Please print the label & Invoice provided and attach this to your parcel.
Depending on your courier you will then need to drop this off to a location point.
If you wish to modify any information related to your return, such as altering the items intended for return, selecting a different refund method, or making adjustments to the shipping label, kindly reach out to our team at [email protected]. We will gladly cancel your existing return request, allowing you to re-enter the necessary details as needed.
For all information regarding return shipping charges please click the link below:
https://eur.ratandboa.com/pages/returns?category=return-shipping-charges
We’re really sorry if you’ve received a faulty item. We kindly ask for all customers to message our Customer Care team with images and advise of any fault details, our team can then advise on the next steps.
If your fault is within 14 days please log on to our returns portal to log your return, don’t forget to select ‘Faulty’ when asked for a reason for your return and attach a clear image of the fault. If you’re not able to create a return, please get in touch with our Customer Care team and they will gladly help you further.
Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded, this is down to the discretion of our returns team.
All faulty items must be returned in order to be considered for a refund or store credit.
If this return is outside of your returns window of 14 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 [email protected]
We want to resolve any issues with incorrect items straight away.
If one of the items you received isn't what you ordered, please send it back to us and we'll refund you if it's incorrect.
To create your return, simply log into our returns portal and log this.
Keep hold of your proof of postage in case we need to look at it further on down the line.
If you choose to return through another method, you will be required to pay for your return. We do not accept any responsibility for parcels shipped through alternative couriers.
If you still want the order and your desired items are still in stock, please order them through our website as normal.
You can now access your invoice from your email address. Please log your return on our returns portal here: returns.ratandboa.com. Once your label has been approved by our returns team, you will receive an email with your label and invoice ready to be downloaded and printed off.
We would always recommend attaching your invoice to the front of the parcel for returning a shipment, this will avoid your parcel being delayed at the border.
We would also kindly advise to include your name, order number and contact details within your return parcel.
You can also contact our customer service team at [email protected] for a copy of the invoice.
Returns on sale items are accepted but, please follow the normal procedure for returns.
You will have 14 days from the date of receiving your parcel to return your goods.
They will need to have tags attached and be in the same condition they were received in.
To log your return please head over to returns.ratandboa.com
Timeframes for refunds vary depending on the original payment method.
We aim to process a refund within 5 working days of receiving your returned goods, but this can increase to 10 working days during busy periods.
When you cancel the order, the reserved funds will be made available, usually within 2 hours.
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. If the funds have not been released after 10 working days, please get in touch and we'll look into it further for you.
Paypal - the funds will be available immediately, please allow 3-5 days for us to process the refund.
Clearpay - If you make a return anda refund is processed, please allow 3-5 days for this to be reflected in your Payment Schedule. If you have any questions about your Clearpay account, please visit https://help.clearpay.co.uk/hc/en-gb/requests/new
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.
We would advise to always check your tracking first to see if that has reached us. This information will be on your returns email and your returns portal.
On occasion returned items do not reach us, we always recommend you ship your returned goods with a tracked delivery service, without tracking we are unable to trace where your parcel is.
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 with our customer service team and we'll look into it further for you.
Credit or debit card - funds are usually returned in 5-7 working days. Please note, this time is taken by the banks to process the transaction.
Paypal - Please allow 5-7 days for us to process the refund.
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/
Clearpay - If you make a return anda refund is processed, please allow 5-7 days for this to be reflected in your Payment Schedule. If you have any questions about your Clearpay account, please visit https://help.clearpay.co.uk/hc/en-gb/requests/new
Store credit/gift voucher - This will be emailed accross to you within 24 hours.
The cost of returns must be covered by the customer. To find out how much a return will cost using our pre-paid labels, visit https://eur.ratandboa.com/pages/returns?category=return-shipping-charges
Please note - Black tier customers have free returns and shipping. To check your tier please head over to the "Rewards" section of the website.
You can combine two orders, yes. If you could pop a message in with your parcel, explaining which items are being returned from which order, our returns team can then pick this up for you.
If we could also ask that these are logged separately on our returns portal, this can avoid any confusion once the items arrive back to our warehouse.
We advise logging one as "ship with our label" and one as "ship with your own courier" this way you will only be charged for one label.
We do not provide refunds for postage costs, unless otherwise stated.
Please ensure you include a copy of your invoice on the outside of the parcel, failure to do so can cause delays in your refund being processed.
For international orders, please ensure you mark your parcel as “RETURNED GOODS”, with the country of origin marked as the Netherlands - any charges will be deducted from your refund.
Orders
You can amend your order within 30 minutes of placing it. This includes adding items, cancelling your order, or updating your delivery address.
These features can be accessed directly on your order confirmation page. If you’ve closed this window, don’t worry — simply open your order confirmation email, scroll to the bottom, and click the “Amend your order” button. This will take you back to your confirmation page where you can make any changes.
Please note: once the 30-minute window has passed or if your order has already been processed by our warehouse, it will no longer be possible to make amendments.
If the 30-minute window has already passed, you can still email us at [email protected]. Please use the subject line CANCEL/AMEND ORDER along with your order number — this gives us the best possible chance of catching it before it is processed.
While we’ll always do our best, cancellations in this instance cannot be guaranteed.
If your order can-not be cancelled, then please follow the return process as normal.
If you need any help at all with your order, please contact our Customer Care team as soon as possible at [email protected].
Unfortunately, we don’t currently offer exchanges. This is something we’re actively looking into, but it’s not in place just yet.
At the moment, we operate exclusively online and do not have any permanent physical stores. Our entire collection is available for purchase through our website, providing a convenient and seamless shopping experience.
From time to time, we do host pop-up shops in collaboration with select partners, such as HURR and Liberty London. Be sure to keep an eye on our social channels for announcements — we may be popping up in a location near you!
If you have any questions or need assistance with your online order, our customer support team is here to help. Feel free to reach out — we’ll be happy to assist you.
We understand that sometimes circumstances change, and you may need to adjust the shipping address. While we cannot guarantee the ability to change the address after an order is placed, we're more than happy to try and accommodate your request.
You can amend your order within 30 minutes of placing it. This includes adding items, cancelling your order, or updating your delivery address.
These features can be accessed directly on your order confirmation page. If you’ve closed this window, don’t worry — simply open your order confirmation email, scroll to the bottom, and click the “Amend your order” button. This will take you back to your confirmation page where you can make any changes including amending your address.
Please note: once the 30-minute window has passed or if your order has already been processed by our warehouse, it will no longer be possible to make amendments.
If the 30-minute window has already passed, you can still email us at [email protected]. Please use the subject line AMEND ORDER along with your order number — this gives us the best possible chance of catching it before it is processed.
If you require an address modification, please reach out to our dedicated team at [email protected] as soon as possible. We'll do our best to assist you, keeping in mind that changes may not always be feasible, depending on the order processing status and the courier used.
We understand that sometimes circumstances change, and you may need to adjust the shipping address. While we cannot guarantee the ability to change the address after an order is placed, we're more than happy to try and accommodate your request.
You can amend your order within 30 minutes of placing it. This includes adding items, cancelling your order, or updating your delivery address.
These features can be accessed directly on your order confirmation page. If you’ve closed this window, don’t worry — simply open your order confirmation email, scroll to the bottom, and click the “Amend your order” button. This will take you back to your confirmation page where you can make any changes including amending your address.
Please note: once the 30-minute window has passed or if your order has already been processed by our warehouse, it will no longer be possible to make amendments.
If the 30-minute window has already passed, you can still email us at [email protected]. Please use the subject line AMEND ORDER along with your order number — this gives us the best possible chance of catching it before it is processed.
If you require an address modification, please reach out to our dedicated team at [email protected] as soon as possible. We'll do our best to assist you, keeping in mind that changes may not always be feasible, depending on the order processing status and the courier used.
Our size guides are available in Centimetres and Inches and can be located on our product pages just above the add to basket button.
You will also find our Find Your Size tool on our product page. The Find Your Size tool will help you by recommending the best size in our clothing based on your usual size choices.
You can find our websites listed below. These are the only official stockists of Rat & Boa:
If you come across a site that looks like ours but is not listed above we would advise not placing an order through it as it could be fraudulent.
If you are unsure if a website is genuine, please send our team an email at [email protected] and we’ll be happy to assist you.
We strongly advise our customers to check their junk folders and any other folders in their email inbox. Should you still be unable to locate the correspondence, get in touch, there may have been an error with the email address we have.
Our customers have the option to check out in four currencies as mentioned below. Please look for a currency symbol at the bottom of the website to alter between.
- GBP - https://www.ratandboa.com/
- USD - https://us.ratandboa.com/
- AUD - https://aus.ratandboa.com/
- EUR - https://eur.ratandboa.com/
Please note some delivery locations are only available in one currency.
All the garments you see in our photos are the garments you will receive. From time to time there may be some discrepancies, this is usually due to the varying devices upon which the products are viewed. Our printed items also do vary across garments, sadly we are unable to guarantee a print as each item is individually sewn and this depends on the material.
This will be a double or pending charge on your bank account or credit card. It is common practice for banks and credit card companies to authorise electronic transactions made with a debit or credit card, and hold the balance as unavailable either until the merchant clears the transaction or the hold falls off.
For debit cards, authorisation holds can fall off the account from one to five days after the transaction date, depending on the bank's policy. For credit cards, holds can last as long as 30 days, depending on the issuing bank.
Shipping & Delivery
We do our best to ensure that your order is shipped on the same day that it’s placed if ordered before 2pm. Orders placed on a Friday after 2pm or bank holiday are shipped the first working day back.
During peak periods, including sales, please allow a few extra days. We will send confirmation details, including all tracking information, as soon as it’s shipped.
Please note that all orders placed on a non working day will be shipped the next working day.
All orders placed in Euro's will be shipped from our EU warehouse based in the Netherlands, this should help avoid customs and taxes if your address is within the EU. Please note we can not ship to any address outside of the EU from this store.
🇪🇺 European Union
All EU orders are shipped from our warehouse in the Netherlands. If your shipping address is in an EU member state, your order should arrive without any additional customs charges.Note: Iceland, Liechtenstein, Norway, and Switzerland are part of the EU area but are not EU member states. Customs may still apply for these countries. Please check with your local customs office.
🌍 All Other Countries
For countries not listed above, customs and import duties may apply and are determined by local authorities. We do not currently charge these upfront, so fees may be due upon delivery. Unfortunately, we are unable to estimate these costs, and we recommend contacting your local customs office prior to ordering.
Important Notes:
- We do not refund customs duties or taxes once collected. If you return your item or believe you’ve been incorrectly charged, you may be able to reclaim the duties and taxes paid — but this must be done directly through your local customs authority. Unfortunately, as the seller, we do not have access to these funds and cannot process the refund ourselves.
Each country has its own process for customs refunds, so we recommend contacting your local customs office for guidance on how to proceed. - If customs fees are unpaid and the parcel is returned to us (for the orders we didn't charge customs upfront), we reserve the right to deduct any associated costs from your refund.
- Orders placed in USD or GBP are shipped from our UK warehouse.
- Orders placed in EUR are shipped from our EU warehouse in the Netherlands.
- Orders placed in AUD are shipped from our Australian warehouse for faster local delivery and no customs charges.
Y
You can track your order using the tracking details provided in your shipping confirmation email (tracking/waybill) or by logging into the My Account page on our website.
In some cases, the courier may need to contact you if there is an address query. To help ensure smooth delivery, please make sure the contact number and email address provided at checkout are correct.
Before contacting our Customer Care team, we kindly recommend checking with your neighbours or looking for a delivery card in case your parcel has been signed for on your behalf.
If you have checked these options and are still unable to locate your order, please email [email protected] within 30 days of the delivery date so we can open an investigation with our courier. Please keep all packaging, as photos of this may be required if an item is missing.
Courier investigations can take up to 28 days while they attempt to locate your parcel. We kindly ask for your patience during this process, as we must allow the courier to complete their investigation before proceeding further.
Please note:
If a signature release has been provided, we are unfortunately unable to take responsibility for the parcel.
If the courier confirms delivery was completed correctly, we cannot cover parcels that are lost or stolen after delivery.
With our courier services, you have the option to leave specific instructions for your parcel. You can request for it to be:
Left without a signature
Delivered to a neighbour
Placed in a designated safe location
Collected from a local collection point
Courier companies, may leave parcels unattended if they deem the location to be secure.
If unavailable, the parcel may be left in a safe place or with a neighbour
Deliveries usually include GPS tracking, a recorded recipient name or signature, and proof of delivery images where possible
We strongly recommend signing for your order whenever possible. Please note that if you opt for a parcel to be left without a signature, liability for any loss or damage falls on the recipient.
If you have any further questions, feel free to reach out!
All orders placed EU currency are currently processed with UPS.
This does occasionally change and other couriers may be used in place of the above.
Please note if your order is placed on or after 2pm Friday this will not arrive until the following week.
Please note that delivery times don’t include weekends or bank holidays.
Although we can’t promise weekend delivery, some of our couriers do work over the weekend, which can sometimes mean your order arrives a little sooner than expected.
Your parcel doesn’t need to be signed for by you personally – someone else at the delivery address can accept it on your behalf.
Our couriers also provide flexible options, such as leaving your parcel with a neighbour, in a safe place, or at one of their many convenient collection points, so you can choose what works best for you.
If you’ve given a signature release or safe place instruction, the courier will follow this, but please note that once the parcel has been delivered as requested, we’re unable to offer a refund or replacement.
We will email you your tracking details once your order has been dispatched. The waybill / tracking number is the best way to track your parcel. If you have not received your confirmation, please contact our customer service team at [email protected].
Please be aware that from 20th April, an additional shipping surcharge of £25 will apply to all orders destined for affected regions in the Middle East.
This surcharge has been introduced by our courier partners across the board and is directly linked to the ongoing situation in the region. It is not a charge we have any control over, but one we must pass on in order to continue shipping to these areas.
We sincerely apologise for any inconvenience this may cause. Please note that this charge is non-refundable. We will continue to monitor the situation closely and will keep you updated should anything change.
Members Only
Sadly, we are unable to add any vouchers or points to an order once the order has been placed. They can be used on future orders.
Apologies for any inconvenience.
Your level is based on your spend with us over the previous 12 months. The more you spend over the course of a year, the more points you accumulate and the closer you’ll move to unlocking the benefits and rewards of the next level. You’ll be able to check your level, and the expiry date of any credit, in your account page.
As a member, when your annual spend reaches the next threshold, you will automatically level up and unlock access to a host of new rewards and benefits.
Please note that returned items do not count towards your annual total spend, once returned the amount is deducted from your net spend.
Yes, once your refund is processed for your order, your voucher will also be refunded. The voucher will last for 30 days.
Points will also be automatically refunded once your order has been processed by our returns team. If you notice that your points haven't been refunded, please reach out to our customer service team at [email protected]
If you have any issues with this please contact our Customer Care Team at [email protected]
Yes, simply log into your account, select the pieces you want to purchase, and proceed to the checkout page. Here, you’ll find a points redemption box. If you are shopping on your mobile you will find your points redemption box by clicking the ‘Show order summary’ drop down before entering your payment information.
Vouchers or points can not be used on sale item, but you can accumulate points from these orders.
No, our points system can’t be combined with other discounts or applied to sale items. The good news is that you can still earn points on sale orders! These points will automatically be credited to your loyalty account after 37 days and can be redeemed on future purchases.
Vouchers can not be used in conjunction with any other discounts.
To ensure your points are registered correctly, please make sure you’re logged into your account at all times.
You’ll receive a special birthday voucher from us as our gift to you via email. 🖤 If you ever need to update your birthday and the voucher hasn’t been used yet, our Customer Care team will be happy to help make that change for you.
Members Only is Rat & Boa’s access-all-areas loyalty programme. Create an account now and you'll step into our V.I.P. world of unique rewards and bespoke benefits. Membership earns you early access to sales and new collections, vouchers, exclusive gifts and more. Plus, every time you shop you’ll earn points on your account - and, as you grow your balance, you’ll unlock earlier priority access, more benefits and upgrade your V.I.P. status through the levels.
Your level will change automatically 37 days after your order to all for any returns to be processed.
For all welcome offers and birthday vouchers: once your order has been refunded, the voucher will be automatically returned to you. You’ll receive an email with the refunded voucher code.
For points: if you return an order, any points earned from it will also be refunded to your balance once the return is processed.
For partial refunds (where you keep one or more items), the voucher/points will still apply to the items you kept.
Please note that one-time use vouchers, such as those for Valentine’s Day or Christmas promotions, cannot be refunded if items are returned.
If you have any questions or need assistance, please contact our customer service team.
Vouchers can not be exchanged for store credit or gift cards.
Yes, vouchers can be used alongside store credit.
Your level is based on your net spend over the last 12 months, as we have reshuffled our tiers this means your tier may be more mid based due to our reshuffle.
Your level is based on your net spend. If you return an item, your net spend will not increase and you will not level up.
No, only one voucher can be used per order.
Yes. The expiry date on all vouchers is 30 days from the date you have recieved it.
Yes, you can still earn points on sale orders. These will automatically be added to your loyalty account after your returns window closes.
Please make sure you're logged into your account at all times for points to be accumulated.
If you no longer wish to be part of our loyalty programme, please contact us and we will cancel your account. You will lose any points you have collected.
If you would like to join again, simply contact us and we will reopen your account. Unfortunately, we are unable to save points on cancelled accounts, so your points total will begin again from zero.
This is likely to be because you, or someone that you referred, cancelled or returned an order.
The pending points that you earned from their order will be cancelled and will not be added to your balance.
These points will not be added to your balance. For example, if you have returned an item, the points will change from pending to cancelled.
Your points are used to calculate your membership level. The more style points you have, the higher your level and the more benefits you’ll have access to.
Your points balance and current membership level are shown in the top bar on your account page.
Signing up to our Members Only account is easy, just head over to our site click on "Account" in the top right corner.
Once account is selected click "New Customer" shown in the image below.
Please enter all your details and thats it, you're ready to unlock your benefits.
You can earn points by buying Rat & Boa styles every £/$/€1 spent = 1 point. The more points you have, the higher your loyalty tier and the more benefits you’ll have access to.
Just to advise you will need to be logged in to your account in order for the points to accumulate.
Points pend while your products are within their 30 day return window, plus seven extra days to allow for returned items to reach us.
Once this time frame has passed, your points will automatically be added to your balance.
Members Only is Rat & Boa’s access-all-areas loyalty programme. Sign up and you’ll earn points on qualifying purchases and other interactions with us. The more points you have, the higher your loyalty level and the more benefits you’ll have access to.
To access discounts, including a very generous sign up discount, please head over to our website and sign up. The "Create an Account" button is located under the "Account" tab which is at the bottom of the page.
Each £1/€1/$1 spent is worth 1 point. Points will set your tier.
- Log in to your account and go to your account page
- Click the "Learn More" button in the centre of the "Members Only" picture
- Scroll down to the "Refer a Friend" section where you'll find a unique link you can share with as many friends as you like
Important conditions:
- The person you refer must have a different address from yours
- Your friend needs to purchase an item worth more than £100
- You'll receive a reward code via email 28 days after their purchase (this allows time for them to return the item if it's not suitable)
When rewards aren't valid:
- If your friend returns their order in full
- If less than £100 remains on the order balance after returns
- If you live in the same house as the referral
Quality
Our fabrics are meticulously handpicked by our Creative Directors and designers, Valentina and Stephanie. We make a conscious decision in selecting lightweight, delicate materials to craft our purposeful pieces that drape beautifully on the body, with quality always at the heart of what we do.
We produce our pieces on demand, avoiding overproduction, and focus on creating wearable timeless garments that when looked after you can cherish and wear repeatedly. We’re always looking to improve and with some of our newer collections, have introduced innovative materials that enhance the way our pieces complement your figure and drape elegantly. Our commitment to quality and improvement is unwavering, ensuring that your pieces are always investments for the future and worthwhile.
Within our facilities, we uphold a stringent quality control process driven by our independent team, working in close collaboration with our in-house staff and reliable suppliers. This collective effort ensures that each garment undergoes thorough scrutiny, enabling us to detect and rectify any potential defects or damage before shipment. Furthermore, we subject our fabrics to rigorous testing conducted by accredited third-party laboratories, ensuring that only the highest-quality items make their way into production.
Our commitment to excellence ensures that anything falling short of perfection is promptly removed and recycled. This process ensures that any garments not meeting our stringent quality standards are either repaired to perfection or responsibly removed from circulation. We take great pride in delivering only flawless products to our valued customers.
Gift Cards & Store Credit
If you do request for a refund to store credit and would like to change this we would kindly ask for you to contact us straight away for us to be able to change this for you.
If you use the store credit to place an order it is no longer able to be refunded back to your original payment method.
If you make a purchase with your store credit and return this order your refund will be returned to store credit. In most cases this will be refunded to the original giftcard. You can then use the original code for future orders.
Please contact [email protected] if you have any queries.
Yes! We sell e-giftcards.
You can purchase gift cards from our website in the following intervals:
GBP Store: £25 / £50 / £75 / £100
USD Store: $25 / $50 / $75 / $100
EUR Store: €25 / €50 / €75 / €100
AUD Store: $25 / $50 / $75 / $100
If you do require a gift card for a larger amount we would recommend purchasing the amount you need and contacting our customer service team at [email protected].
We will then be able to assist you and merge them into one gift card.
They will not be physical gift cards, they will be emailed over to you with a code to enter at checkout.
Please be advised giftcards will need to be used on the store they are purhcased on.
For example if you purchase a gift card in GBP this must be used to purchase on our GBP store and so on.
If you need any help with this please contact our team, we would be happy to help.
How do I use my gift card or store credit?
Once your gift card or store credit has been issued, it will be sent to the email address associated with your account.
🛒 How to use your gift card at checkout:
Copy the unique code included in the email.
Enter the code during the checkout process.
The value of the gift card will be automatically deducted from your order total.
If there’s any remaining balance to pay, you can proceed with your preferred payment method.
Once your order is successfully placed, you’ll receive a confirmation email with all the details.
Important Information
Codes are case-sensitive — please enter them exactly as shown in the email.
The currency of your gift card will be displayed clearly (e.g. £ for GBP, € for EUR, A$ for AUD, $ for USD).
Gift cards are currency-specific and can only be used in the store they were purchased in.
For example, a gift card bought in the GBP store cannot be used on the USD store.
Need to change your gift card currency?
No problem! If you’d like to change the currency of your gift card, simply get in touch with our Customer Service team. We’ll be happy to convert it to match the store you're shopping in.
Exclusive Offer: Get 10% Extra Store Credit!
When you choose store credit over a refund, we'll give you an extra 10% on top—plus we'll cover your return shipping!
Here's how it works:
✓ Select store credit on the returns portal (within 14 days of delivery)
✓ Return your item
✓ Receive store credit via email = your purchase price + 10% bonus
✓ Enjoy FREE return shipping!
Example: £200 dress → £220 store credit (plus free returns!)
Need a refund instead? If you change your mind, you have 14 days from receiving your store credit to request a refund—as long as you haven't used it yet.
Important:
- If you switch to a refund, standard return shipping fees apply
- The 10% bonus stays with us (you'll get back what you paid, minus shipping)
Technical
If you cannot sign into your account or are showing as an unidentified customer we would first ask to check you are attempting to log in using the correct store.
If you scroll down to the bottom of the page please check the currency. If the currency is not showing your usual store you will need to change this, you should then be able to log in as normal.
If you are trying to shop using one of our other stores you will need to create a new account for this store.
If you are still having issues please contact our Customer Care Team at [email protected], they would be happy to assist you.
If you've forgotten your password, it's really simple to get back into your account.
- Head over to our website and click on the "LOGIN' tab.
- Click the Forgot password link and enter your email address.
- We'll then email you a link directly to your registered email address to reset your password.
If you do have any problems, please email our team at [email protected] and we can investigate this.
You may need to delete your cookies. A cookie is a small file we store on your computer to let us know who you are next time you visit us.
We kindly advise clearing your cache and cookie data.
Once you've cleared your cookies, close your browser, and open a private browser window. You should be able to use it without any more problems.
If you're still having problems, contact our team at [email protected] with the following information:
- As much detail as you can about the issue
- Screenshots of any error messages you receive
Sale
Our exclusive Members Only Sale starts 5th May 2026 — exact times vary by location and store, so keep an eye on your emails and socials for the full details closer to the date.
Early Access for Loyalty Members
As a loyalty member, you'll get in before the crowd. The higher your tier, the sooner you shop:
🔹 Level 4 — First access
🔹 Level 3 — 1 hour later
🔹 Level 2 — 2 hours later
🔹 Level 1 — 3 hours later
🔹 General — 4 hours later
Your personal sale link will be emailed to you the moment your tier goes live — just click and shop.
The sale runs for 72 hours, so there's plenty of time, but early access means first pick.
Not a member yet? Join our loyalty program now and secure your early access before the sale begins.
Returns Policy
We're happy to accept returns on sale items — our standard returns policy applies to all orders placed through our UK, EU, and Australian stores. Please note that if you are shopping from our US store, final sale items are non-returnable and non-refundable. For more information, please visit our FAQs.
To be eligible for a full refund, returns must be logged on our portal within 14 days of delivery, and shipped back within a further 14 days of logging.
Pre-paid return labels are available through the returns portal, with the cost deducted from your refund. Refunds can be issued to your original payment method or as store credit.
Items must be returned in their original condition, with all tags attached and in original packaging. We are unable to accept items that show signs of wear, are missing tags, or are received outside of the 30-day window.
Swimwear — Bottoms are shipped with a hygiene protector sticker; items with this removed cannot be returned. Please wear underwear when trying on swimwear bottoms, as returns showing signs of wear will be declined for health and safety reasons. If your sticker is missing on arrival, please contact [email protected] straight away.
Digital Products — E-gift cards and digital products are non-returnable.
Returns Portal Links:
Yes! Our gift cards can be used on any purchase including sale items.
Please note, gift cards are store specific, so if you have store credit from the online EU store this will need to be used in the online EU store.
You would use this during the checkout stage of our purchase by entering your code from your email in the “Gift card or discount code” box.
If you have any queries or questions, please reach out to our customer care team at [email protected]
Shipping fees will be clearly displayed at checkout and confirmed in your order confirmation email. Please note that our team is unable to offer refunds for these charges.
You can amend your order within 30 minutes of placing it. This includes adding items, cancelling your order, or updating your delivery address.
These features can be accessed directly on your order confirmation page. If you’ve closed this window, don’t worry — simply open your order confirmation email, scroll to the bottom, and click the “Amend your order” button. This will take you back to your confirmation page where you can make any changes.
Please note: once the 30-minute window has passed or if your order has already been processed by our warehouse, it will no longer be possible to make amendments.
If the 30-minute window has already passed, you can still email us at [email protected]. Please use the subject line CANCEL/AMEND ORDER along with your order number — this gives us the best possible chance of catching it before it is processed.
While we’ll always do our best, cancellations in this instance cannot be guaranteed.
If your order can-not be cancelled, then please follow the return process as normal (Please notes "Final Sale" items on the US store are non refundable).
If you need any help at all with your order, please contact our Customer Care team as soon as possible at [email protected].
We won’t be restocking items during our sale, so we recommend ordering multiple sizes if you’re unsure which will fit best.
If an item is restocked after the sale, please note that we won’t be able to offer the sale price again.
We want to make sure everyone has a fair chance to enjoy our sales, so we won't be able to offer price matches on orders made before or after the sale period. We appreciate your understanding as this helps us support all our customers who might have missed out on discounted items due to limited stock.
Thank you for your support, and happy shopping!
Our sale periods are a particularly busy period so we do ask to allow up to 4 working days for orders to be processed and shipped.
Once your order has been picked and packed you will be able to track your its progress here: https://track.ratandboa.com/
When your order has been shipped you will receive additional email confirming tracking information.
Unfortunately we're unable to offer direct exchanges for EU customers at this time. If you'd like to swap your size while keeping your sale discount, simply get in touch with our Customer Care team at [email protected] and we'll do our best to help.
During our sale, express delivery will apply from the time your order is shipped — not from the time the order is placed. Please note that, due to exceptionally high demand, processing times may be delayed by 3–5 days. Rest assured, our team is working hard to process and ship all orders as quickly as possible.
Due to our items being so heavily discounted our Loyalty points cannot be used as credit on sale orders. The points that you earn are used to calculate your membership level.
Good news though, you can still earn points on sale orders. These will automatically be added to your loyalty account after your returns window has closed. Please make sure you're logged into your account at all times for points to be accumulated.