Start a return

Track my order

Rat & Boa US

<p>The more points you earn, the higher your level, and the more benefits you&apos;ll unlock. Your Members Only tier is based on your annual spend, so if this drops below the threshold for your current tier, you&apos;ll move down to the tier below.</p><p>For full details on tiers and benefits, you can check out the Members Only section of the site.</p>

Your Members Only tier is based on your annual spend, so if this drops below the threshold for your current tier, you'll move down to the tier below.

I used to be in the top level, why have I moved down?

Members Only

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?

When will my order ship during sale?

Can I get a price match on a sale item?

Can I exchange sale items?

I have paid for express delivery during sale, when will it be shipped?

Can points/vouchers 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?

What does Final Sale mean?

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

What do I need to include in my return?

Can I return sale and clearance items?

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?

Tax 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?

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

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

How can I use my store credit or gift card?

What's the store credit incentive?

Do you sell gift cards?

Gift Cards & Store Credit

Tell me about your products

What's your in-house quality process?

Quality

Why has my level changed?Updated a day ago