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Rat & Boa EU

<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 28 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

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?

Return Costs

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 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?

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

How can I use my store credit or gift card?

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

Do you sell gift cards?

What's the store credit incentive?

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 months ago