1.1 - Can I purchase your items from a store?
At the moment we operate exclusively online and do not have any physical stores. Our entire collection is available for purchase through our website, providing a convenient and seamless shopping experience.
If you have any questions or need assistance with your online order, our customer support team is here to help. Feel free to reach out, and we'll be happy to assist you.
1.2 - Is it possible to change the shipping address for my order once it has been placed?
We understand that sometimes circumstances change, and you may need to adjust the shipping address. While we cannot guarantee the ability to change the address after an order is placed, we're more than happy to try and accommodate your request.
If you require an address modification, please reach out to our dedicated team at oi@okarla.store as soon as possible. We'll do our best to assist you, keeping in mind that changes may not always be feasible, depending on the order processing status and the courier used.
1.3 - Do you have a size guide?
Our size guides are available in CM and can be located on our product pages just above the add to basket button. You will also find our Find Your Size tool here. The Find Your Size tool will help you by recommending the best size in our clothing based on your usual size choices.
1.4 - I've made a mistake can I change my order?
We cannot amend orders once they have been placed. We kindly recommend checking your order prior to making payment to ensure all sizes are items are correct. If you would like to cancel your order our team will absolutely do our very best to make cancellations but this cannot be guaranteed.
You can cancel your order within 20 minutes of placing your order, you can find the cancel button on the order confirmation page. Please watch the below video to find how to do this.
how to cancel your order
If your order has been processed by our warehouse team it will no longer be possible to cancel your order. If this timeframe has passed you could email us with the subject header CANCEL ORDER and your order number, this will give us the best possible chance of catching this before the order is processed. If you need any help with your order, please contact our customer service team as soon as possible at oi.okarla.store
1.5 - Can I cancel my order after it has been placed?
You now have 20 minutes to cancel an order, you can find the cancel button on the order confirmation page. Please watch the below video to find how to do this.
How to cancel your order
We appreciate that sometimes an order may need to be cancelled after your initial 20 minutes has passed and we will absolutely do our best to facilitate this although we cannot not guarantee that it will be possible. If you change your mind about your order, please email us immediately at oi@okarla.store with the subject header CANCEL ORDER and your order number, and our team will pick your request up as quickly as possible. Please note that our team work Monday- Friday 9am -5pm GMT, your request will be picked up within this time.
If your order has already been processed by our warehouse team we will no longer be able to cancel your order.
1.6 - Where can I purchase Okarla
You can find our websites listed below. These are the only official stockists of Rat & Boa:
okarla.store/
www.okarla.co.uk/
okarla.store.br/
If you come across a site that looks like ours but is not listed above we would advise not placing an order through it as it could be fraudulent.
If you are unsure if a website is genuine, please send our team an email at oi@okarla.store and we’ll be happy to assist you.
1.7 - I haven't received my tracking/order confirmation email?
We strongly advise our customers to check their junk folders and any other folders in their email inbox. Should you still be unable to locate the correspondence, get in touch, there may have been an error with the email address we have. oi@okarla.store
1.8 - Which currencies can I shop in?
Our customers have the option to check out in three currencies as mentioned below.
Please look for a currency symbol at the bottom of the website to alter between.
- GBP
- USD
- EUR
Please note some delivery locations are only available in one currency.
1.9 - The colour of the garment is different from what I have seen online
All the garments you see in our photos are the garments you will receive. From time to time there may be some discrepancies, this is usually due to the varying devices upon which the products are viewed. Our printed items also do vary across garments, sadly we are unable to guarantee a print as each item is individually sewn and this depends on the material.
1.10 - Why can I see two transactions on my bank statement?
This will be a double or pending charge on your bank account or credit card. It is common practice for banks and credit card companies to authorise electronic transactions made with a debit or credit card, and hold the balance as unavailable either until the merchant clears the transaction or the hold falls off.
For debit cards, authorisation holds can fall off the account from one to five days after the transaction date, depending on the bank's policy. For credit cards, holds can last as long as 30 days, depending on the issuing bank.