Copy the unique code from your email and enter it at checkout. The value comes off your order total automatically, and you can pay any remaining balance with your usual payment method.

<ol><li>Copy the unique code from your email</li><li>Enter it at checkout</li><li>The value comes off your order total automatically</li><li>Pay any remaining balance with your usual payment method</li></ol>You&apos;ll get a confirmation email once your order&apos;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&apos;ll sort that for you.

How can I use my store credit or gift card?

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.

Yes &#x2014; get in touch straight away and we can change this for you. Once store credit&apos;s been used to place an order, though, it&apos;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 &#x2014; usually onto the same gift card, so you can reuse the same code.

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

Yes — e-gift cards are available in €25 / €50 / €75 / €100. Need a larger amount? Purchase what you need and contact us — we can merge multiple cards into one.

Yes &#x2014; e-gift cards are available in &#x20AC;25 / &#x20AC;50 / &#x20AC;75 / &#x20AC;100.Need a larger amount? Purchase what you need and contact us &#x2014; we can merge multiple cards into one. Gift cards aren&apos;t physical; they&apos;re emailed with a code to enter at checkout, and can only be used on the store they were purchased for.

Do you sell gift cards?

Choose store credit over a refund and you'll get an extra 10%, plus free return shipping. For example, a €200 dress becomes €220 in store credit.

Choose store credit over a refund and you&apos;ll get an extra 10%, plus free return shipping.<ol><li>Select store credit on the returns portal, within 14 days of delivery</li><li>Send your item back</li><li>We&apos;ll email your store credit &#x2014; purchase price plus 10% bonus</li><li>Enjoy free return shipping, on us</li></ol>For example, a &#x20AC;200 dress becomes &#x20AC;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&apos;t been used &#x2014; just note that standard return shipping fees will apply, and the 10% bonus stays with us.

What's the store credit incentive?

Start a return

Track my order

Rat & Boa EU

Gift Cards & Store Credit

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, will it be shipped next day?

Can points be used on sale items?

Sale

Where is your returns portal?

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

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

How do I log my return?

How do I return my parcel?

What is your returns policy?

How do I cancel my order under the EU right of withdrawal?

Can I exchange an item?

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

Why haven't I received my order?

Where will my order ship from?

Which couriers do you use?

Customs — everything you need to know

Do I need to sign for my delivery?

Do you deliver on public holidays and weekends?

VAT invoices

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

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?

Where can I purchase Rat & Boa?

Why can I see two transactions on my bank statement?

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

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?

What are the Members Only levels and benefits?

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?

What can I do with my points?

How can I leave Members Only?

I forgot to add my voucher to my order, can I add it on after?

Members Only

I can't sign in to my account

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

I'm struggling to access your website

Technical

Tell me about your products

What's your in-house quality process?

Quality