Returns & Refunds
Where is your returns portal?
returns.ratandboa.com — you'll need your order number and the email address used to place the order.
How long will it take for my refund to come through?
We aim to process refunds within 5 working days of receiving your return (up to 10 in busier periods). From there, how long it takes to land depends on your payment method: - Credit/debit card — 3-5 working days - PayPal — 3-5 working days -...
I've received a faulty item — what do I do?
We're sorry to hear that. Please send Customer Care some images along with details of the fault, so we can take a look and advise next steps. If you're within 14 days of delivery, log your return via the portal and select "Faulty" as the reason,...
How do I log my return?
Head to returns.ratandboa.com — this is where all returns are logged, whether you're shopping in EUR, GBP, USD or AUD. You'll need your order number and the email address used to order. Once your label's approved, we'll email it to you, and you...
How do I return my parcel?
Once you've received your label by email, print it, attach it to your parcel and drop it off at your nearest UPS Access Point or UPS location — nothing to pay upfront, as the label cost is deducted from your refund. All returns go back to our...
What is your returns policy?
You have 14 days from delivery to log a return on our returns portal, then a further 14 days from there to get the item(s) back to our warehouse in the Netherlands. All returns come with a pre-paid UPS shipping label — the cost is calculated on...
How do I cancel my order under the EU right of withdrawal?
You have the right to withdraw from your purchase within 14 days of delivery, without giving a reason. The easiest way to do this is to log a return at returns.ratandboa.com — or you can email us with your order number, letting us know you'd like...
Can I exchange an item?
Exchanges aren't currently available on our EU store. If you'd like a different size or item, just return your original item via returns.ratandboa.com and place a new order for the one you'd like. Tip: choose store credit when you log your return...
Can I change my return once it's been logged?
Yes. Email us and we'll cancel your existing request — once that's confirmed, head back to returns.ratandboa.com and re-enter your details. From there you can add or remove items, or change your refund method or shipping label option. This can...
I've received an incorrect item
Sorry about that — send it back to us and we'll refund you once we've confirmed it's incorrect. Log the return via returns.ratandboa.com and keep your proof of postage. If you use your own courier instead of our label, you'll need to cover the...
Do I have to pay for return shipping?
Yes — the cost of your return label is covered by you and deducted from your refund; you can check the exact cost at returns.ratandboa.com. If you're a Level 4 Member, returns and shipping are free — check your tier under "Rewards." We don't...
Return shipping charges
The cost of your return label is calculated on the returns portal and varies by location. You'll see the exact amount at returns.ratandboa.com before you confirm your return, and it's deducted from your refund once processed.
Can I return sale and clearance items?
Yes — sale and clearance items follow our standard returns policy. You have 14 days from delivery to log the return, and 14 days from logging it to get the items back to us, with tags attached and in the same condition you received them. Log...
What do I need to include in my return?
A copy of your invoice on the outside of the parcel — without this, your refund could be delayed. All returns go back to our warehouse in the Netherlands — if you're returning from outside the EU (for example Switzerland or Norway), mark the...
I've lost my invoice, what should I do?
You can get a copy via email — log your return at returns.ratandboa.com, and once your label's approved, we'll send you an email with both the label and invoice ready to download and print. We also have a short video guide on accessing your...
Can I return two orders in the same parcel?
Yes. Just include a note in the parcel explaining which items belong to which order, and log the returns separately on the portal so we don't mix them up. Our tip: log one as "ship with our label" and one as "ship with your own courier" — that...