3.1 - UPS - How to return
How to Return Your Order with UPS.
Receive Your UPS Return Label: Once your return is logged, you will receive a UPS return label via email.
If you do not receive this, please check your spam/junk folder or contact our team.
Prepare Your Parcel: Securely package the item(s), ensuring they are in original, unworn condition with all tags attached.
Attach the UPS return label to the outside of the parcel.
Drop Off Your Return: Take your parcel to your nearest UPS drop-off location.
You can find your nearest drop-off point using the UPS Drop-Off Locator - https://www.ups.com/dropoff?loc=en_US
Alternatively, you can schedule a collection via the UPS
website https://wwwapps.ups.com/pickup/schedule?loc=en_GB
Tracking Your Return: Keep hold of your tracking receipt for reference.
You can track your return using the UPS Tracking Tool https://www.ups.com/track?loc=en_US&requester=ST/
Refund Processing: Once your return arrives at our warehouse and has been inspected, we will process your refund in line with our returns policy. (Usually 5 working days) If you have any questions or need further assistance, please don’t hesitate to reach out.
3.2 - DHL- How to return
If you are returning your items with our DHL Express label. Please know that DHL parcel will not accept our DHL Express labels. The companies are two separate companies.
USPS, UPS, or any other couriers sadly do not take DHL Express parcels. Please do not leave parcels with these companies as we have no way of tracking them and will not be able to refund on any lost parcels.
To return with DHL express is super easy, how you choose to return is totally up to you!
You can either drop your return at a local DHL Express location or schedule a DHL collection from an address of your choice.
https://locator.dhl.com/?language=en&languageCountryCode=GB&countryCode=GB&
resultUom=mi
We would always recommend keeping all receipts or confirmation of drop off. You can also schedule a collection with DHL, they can collect from a home address or work address, this is totally free service.
Please use the link below to arrange for DHL to collect your parcel, please note the link below can be temperamental on some iPhones and tends to work better on a laptop or PC.
https://mydhl.express.dhl/gb/en/schedule-pickup.html#/schedule-pickup#labelreference
1. Please select your country flag in the top right of the screen (this is important as it will not work otherwise).
2. Please answer 'No' to the first question.
3. Please then select 'I have a waybill number' and enter the waybill number that appears on your return label, ensuring that you leave no spaces between the numbers.
4. Enter you phone number.
5. Click update and you will then be able to arrange a collection. Please contact us if you have any problems at Customercare@ratandboa.com
How to schedule a pickup.mov
On this screen, you then need to enter in all the details for the pickup address.
3.3 - What is your returns policy?
All returned items must be logged on our online returns portal and sent back to our warehouse within 14 days of delivery in order to be eligible for a refund.
All returns are eligible for a pre-paid label on the returns centre, there you will find the cost of the return label, this changes depending on your location. We pay for the label upfront and deduct this cost from your returned goods.
Eligible returned items can be refunded via the original payment method or via store credit. Please log all returns on our returns portal to ensure our team can pick this up.
Items must be returned in their original state with all tags still attached and in their original packaging. Garments that are returned with signs of being worn, damaged,
smell strongly or delivered outside of the stated 30 day return window will not be accepted.
Unfortunately, items that are returned without their original tags attached will not be accepted.
Swimwear bottoms will be shipped with a hygiene protector sticker in place. Please be
advised that any bottoms with this removed will not be accepted for returns. If this sticker is missing when the order reaches you, please let our returns@okarla.store, team know as soon as you receive the item.
When trying on any swimwear bottoms we would ask for underwear to be worn underneath to protect the item. Any returned bottoms with signs of wear will sadly be rejected due to health and safety reasons.
Any items considered faulty must be returned to be eligible for a refund.
Returns on sale items are accepted following the usual returns policy above.
To log a return please head over to: https://okarla.store/pages/returns-portal/
3.4 - How do I log my return?
To make a return, please visit the link provided in order to start your returns process, all returns must be made through the returns portal.
https://okarla.store/pages/returns-portal/
You will need your order number and the email address you have ordered with.
You can also return your items with a courier of your own choosing. Please select this option on our returns portal and use one of the addresses below. - Please note if this option is selected, you will not receive a label for your return.
If you have decided to use your own label, we kindly ask customers to avoid using Fedex as there are extra charges for this. A total of 21GBP will be deducted from the refund, please note that this charge is from Fedex and we have no control over this.
3.5 - Why is the Happy Returns option no longer available?
We wanted to let you know that we’re moving away from Happy Returns as a return method. Going forward, please use the options available in our returns portal when processing your return. All currently available return methods and couriers will be displayed there, and these may change over the coming months as we make internal updates. If you have already selected Happy Returns as your return method, you can still use it during this transition period. However, if the option is no longer visible in the portal, it will no longer be available. We appreciate your patience during this transition and will share more updates soon. If you have any questions, please don’t hesitate to reach out.
3.6 - Which courier do you use for return shipments?
UK Customers.
For customers shopping in our UK store and based in the UK, returns will now be processed with Royal Mail. To return your parcel with Royal Mail is super easy. Once you've received your QR code, (this will have been sent to you in an email) take it to your Royal Mail Customer Service Point (CSP), usually located at your local delivery office or a Post Office branch. They’ll scan the QR code, print the label, which you can then fix to your parcel and drop off while you’re there.
The cost of the label is deducted from your refund once your order is back with us, you should not have to pay anything upfront with Royal Mail, all costs are deducted from your refund.
For your security, we would recommend requesting and keeping hold of all proof of postage receipts, until the return has been fully processed. To locate a branch simply click the link below to find your nearest Royal Mail Post Office:
https://www.royalmail.com/services-near-you#/
US Customers
We wanted to let you know that we’re moving away from Happy Returns as a return method. Going forward, please use the options available in our returns portal when processing your return. All currently available return methods and couriers will be displayed there, and these may change over the coming months as we make internal updates.
If you have already selected Happy Returns as your return method, you can still use it during this transition period. However, if the option is no longer visible in the portal, it will no longer be available. We appreciate your patience during this transition and will share more updates soon. If you have any questions, please don’t hesitate to reach out.
Australian Customers
All Aus customer will be processed with Australia Post. We are unable to issue any labels for other courier companies.
Please print the label provided and attach this to your parcel. You can then take this to any store or post office that works with AusPost.
If you are returning from New Zealand we will aim to provide a NZ Post label to make your return if you choose to return with our courier.
EU Customers
All currently available return methods and couriers will be displayed on our returns portal, and these may change over the coming months as we make internal updates.
3.7 - Can I change my return method?
If you wish to modify any information related to your return, such as altering the items intended for return, selecting a different refund method, or making adjustments to the shipping label, kindly reach out to our team at oi@okarla.store. We will gladly cancel your existing return request, allowing you to re-enter the necessary details as needed.
3.8 - Do you have extended returns over the Christmas period?
Yes, we do offer an extended returns over the Christmas period. All orders placed from 24th November - 18th December will be returnable up until 12th January. Any orders placed from 19th December will have their usual 14 day return window. Our usual return policy will still apply during this period.
3.9 - Return Shipping Charges
For all information regarding return shipping charges please click the link below: https://okarla.store/pages/returns?ft useNewBag=true&category=return-shippingcharges
3.10 - I received a faulty item
We’re really sorry if you’ve received a faulty item. We kindly ask for all customers to message our Customer Care team with images and advise of any fault details, our team can then advise on the next steps.
If your fault is within 30 days please log on to our returns portal to log your return, don’t forget to select ‘Faulty’ when asked for a reason for your return and attach a clear image of the fault. If you’re not able to create a return, please get in touch with our Customer
Care team and they will gladly help you further. Please bear in mind that all items are inspected on return, and those with wear and tear
rather than a fault may not be refunded, this is down to the discretion of our returns team. All faulty items must be returned in order to be considered for a refund or store credit. If this return is outside of your returns window of 14 days, please contact a member of our team as soon as possible and they will be happy to help you resolve this.
Please contact us at oi@okarla.store
3.11 - How do I return my parcel with your DHL Express label?
You will need to firstly log your return on our online returns portal. If you have selected to use our label, one will be emailed over to once your return has been logged and then approved by our team. You will then need to print your label and attach this to the front of your parcel.
You can drop the parcel off to any DHL Express shop (please note, DHL Parcel, is not the same company and will not accept our labels). To locate your local DHL Express drop off location, please follow the link below: https://locator.dhl.com/ language=en&languageCountryCode=GB&countryCode=GB& resultUom=mi
To return with DHL express is super easy, how you choose to return is totally up to you! You can either drop your return at a local DHL Express location or schedule a DHL collection from an address of your choice. We would always recommend keeping all receipts or confirmation of drop off. You can also schedule a collection with DHL, they can collect from a home address or work address, this is totally free service. Please use the link below to arrange for DHL to collect your parcel, please note the link below can be temperamental on some iPhones and tends to work better on a laptop or PC.
https://mydhl.express.dhl/gb/en/schedule-pickup.html#/schedule-pickup#labelreference
1. Please select your country flag in the top right of the screen (this is important as it will not work otherwise).
2. Please answer 'No' to the first question.
3. Please then select 'I have a waybill number' and enter the waybill number that appears on your return label, ensuring that you leave no spaces between the numbers.
4. Enter you phone number.
5. Click update and you will then be able to arrange a collection. Please contact us if you have any problems at Customercare@ratandboa.com
How to schedule a pickup.mov
From this screen you then need to put the pickup address details in.
If you decide to ship with your own courier, you will recieve details of how to do this via email once this option is selected on our portal. Please note you will not recieve a label
in this case. We kindly ask customers to avoid using Fedex as there are extra charges for this. A total of 21GBP will be deducted from the refund, please note that this charge is from Fedex and we have no control over this.
3.12 - I've received and incorrect item
We want to resolve any issues with incorrect items straight away.
If one of the items you received isn't what you ordered, please send it back to us and we'll refund you if it's incorrect.
To create your return, simply log into our returns portal and log this.
https://okarla.store/pages/returns-portal/
Keep hold of your proof of postage in case we need to look at it further on down the line.
If you choose to return through another method, you will be required to pay for your return. We do not accept any responsibility for parcels shipped through alternative couriers.
If you still want the order and your desired items are still in stock, please order them through our website as normal.
3.13 - Can I change my returns request?
You can change your return request if you would like. To do this, your previous return request has to be rejected so you can log it again.
Firstly, contact returns@okarla.store to cancel your previous request.
Once they have done this, please head over to our returns page https://okarla.store/pages/returns-portal/ and enter your details again.
Please click on the part of the screen that says "Create" and then log your items again, you can then add/remove the correct items or change your refund method, or label options.
How to change your returns request.mov
3.14 - I've lost my invoice, what should I do?
For full instructions you can read below, we now also have a video available to see. How to access your invoice .mov.
You can now access your invoice from your email address. Please log your return on our returns portal. Once your label has been approved by our returns team, you will receive an email with your label and invoice ready to be downloaded and printed off.
For our overseas customers, we would always recommend attaching this to the front of the parcel for returning a shipment, this will avoid your parcel being delayed at the border.
We would also kindly advise to include your name, order number and contact details within your return parcel.
You can also contact our customer service team at oi@okarla.store for a copy of the invoice.
3.15 - Can I return sale and clearance items?
Returns on sale items are accepted but, please follow the normal procedure for returns. You will have 14 days from the date of receiving your parcel to return your goods. They will need to have tags attached and be in the same condition they were received in.
To log your return please head over to https://www.ratandboa.com/pages/returnsportal/.
3.16 - Where is your returns portal
https://okarla.store/pages/returns-portal/
You can access our returns portal using this link provided.
3.17 - How long will it take for the funds to appear in my account?
Timeframes for refunds vary depending on the original payment method. We aim to process a refund within 5 working days of receiving your returned goods, but this can increase to 10 working days during busy periods. When you cancel the order, the reserved funds will be made available, usually within 2 hours.
Credit or debit card - funds are usually returned in around 3-7 working days. Please note, this time is taken by the banks to process the transaction. If the funds have not been released after 10 working days, please get in touch and we'll look into it further for you.
Paypal - the funds will be available immediately, please allow 3-5 days for us to process the refund.
Clearpay - If you make a return anda refund is processed, please allow 3-5 days for this to be reflected in your Payment Schedule. If you have any questions about your Clearpay account, please visit https://help.clearpay.co.uk/hc/en-gb/requests/new
Klarna - If you've paid your full invoice, you'll receive a refund from Klarna within 5-10 working days for the items you returned. If you have any questions about your Klarna account, please visit https://www.klarna.com/uk/customer-service/
Gift voucher - This will be sent to you via an email with a code within 72 hours of your refund being processed.
3.18 - Why haven't I been refunded?
We would advise to always check your tracking first to see if that has reached us. This information will be on your returns email and your returns portal. On occasion returned items do not reach us, we always recommend you ship your returned goods with a tracked delivery service, without tracking we are unable to trace where your parcel is.
Sadly any parcels lost on the way back to us, we cannot be held responsible for. Refunds can take up to 10 working days depending on your payment provider and we're not able to speed up this process. If the funds have not been released after 10 working days, please get in touch with our customer service team and we'll look into it further for you.
Credit or debit card - funds are usually returned in 3-7 working days. Please note, this time is taken by the banks to process the transaction.
Paypal - Please allow 3-5 days for us to process the refund.
Klarna - If you've paid your full invoice, you'll receive a refund from Klarna within 5-10 working days for the items you returned. If you have any questions about your Klarna account, please visit https://www.klarna.com/uk/customer-service/
Clearpay - If you make a return anda refund is processed, please allow 3-5 days for this to be reflected in your Payment Schedule. If you have any questions about your Clearpay account, please visit https://help.clearpay.co.uk/hc/en-gb/requests/new Store credit/gift voucher - This will be emailed accross to you within 24 hours.
3.19 - Do I have to pay for return shipping?
The cost of returns must be covered by the customer. To find out how much a return will cost using our pre-paid labels, visit http://returns.okarla.store/
Please note - Black tier customers have free returns and shipping. To check your tier please head over to the "Rewards" section of the website.
If you have decided to use your own label, we kindly ask customers to avoid using Fedex as there are extra charges for this. A total of 21GBP will be deducted from the refund, please note that this charge is from Fedex and we have no control over this.
3.20 - Can I return two orders in the same parcel?
You can combine two orders, yes. If you could pop a message in with your parcel, explaining which items are being returned from which order, our returns team can then pick this up for you.
If we could also ask that these are logged separately on our returns portal, this can avoid any confusion once the items arrive back to our warehouse.
We advise logging one as "ship with our label" and one as "ship with your own courier" this way you will only be charged for one label.
3.21 - Will my postage be refunded?
We do not provide refunds for postage costs, unless otherwise stated.
3.22 - What do I need to include in my return?
Please ensure you include a copy of your invoice on the outside of the parcel, failure to do so can cause delays in your refund being processed.
For international orders, please ensure you mark your parcel as “RETURNED GOODS”, with the country of origin marked as the UK - any charges will be deducted from your refund.