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).
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.
How do I log my return?
Head to returns.ratandboa.com — this is where all returns are logged, whether you're shopping in USD, GBP, EUR or AUD. You'll need your order number and the email address used to order.
How do I return my parcel?
All returns on our US store are sent with FedEx. Once you've received your label by email, print it, attach it to your parcel and drop it off at your nearest FedEx location.
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 UK warehouse.
What does Final Sale mean?
Items marked Final Sale are non-returnable and non-refundable, and can't be exchanged. They're always clearly labelled as Final Sale on the product page, so please check before you order.
Can I exchange an item?
Exchanges aren't currently available on our US 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.
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.
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.
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.
Return shipping charges
The cost of your FedEx return label is shown on the returns portal before you confirm your return — it's usually around $15. This is deducted from your refund once processed.
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. Mark the parcel "RETURNED GOODS" with the UK listed as the country of origin.
Can I return sale and clearance items?
Yes — sale and clearance items follow our standard returns policy. The exception is Final Sale items, which are clearly labelled on the product page and are non-returnable and non-refundable.
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.
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.