Returns & Refunds
Can I return sale and clearance items?
Yes, under our standard returns policy. The exception is Final Sale items, which are clearly labelled on the product page and can't be returned, refunded or exchanged, except where required under the Australian Consumer Law.
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 AUD, GBP, USD or EUR. You'll need your order number and the email address used to order.
How do I return my parcel?
All returns on our Australian store are sent with AusPost. Once you've received your label by email, print it, attach it to your parcel and drop it off at your nearest Australia Post outlet.
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 Australian warehouse.
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 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.
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 Australian warehouse.
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.
Return Costs
Returning fromCarrierCostAustraliaAustralia Post$5 AUDNew ZealandAustralia Post$5 AUD