Delivery and orders
How long will it take for my order to arrive?
Please allow 3-7 business days for your delivery. If its over 7 days, please see how do I track my delivery.
If there is a problem with the order, who do I contact?
If there is a problem with your order email us directly at [email protected].
I made a purchase but didn’t receive a confirmation email?
If you haven’t received an confirmation order within 20 minutes; or it is not sitting in your junk mail, please contact us. We will then work with you to ensure you your order is being processed and is on its way.
How much will postage and packaging cost?
Standard delivery is a flat-rate of $10 for all orders. We offer free delivery for all orders over $75.
How do I track my order?
Once your order has been shipped, you will receive an “order complete” email containing your tracking number.
Please allow up to 24 hours before the tracking number is activated and assigned to your order. You can track the progress of your order here.
Does RATPAK offer international delivery?
At this stage, we do not ship internationally. We are looking into this as an option for the not too distant future.
Which courier company does RATPAK use?
We use Australia Post for delivery within Australia.
Can I change the address of my delivery?
Unfortunately, you will not be able to change address prior to dispatch.
Can I cancel my order?
Unfortunately, you will not be able to cancel your order once its placed.
What is the policy on exchanges and refunds?
If you are not completely satisfied with your purchase, RATPAK is happy to exchange or refund within 7 days of your order given that the product is returned in it’s original state.
Returns and exchanges
I have a lost / missing order?
If you have not received your order within 5 business days of dispatch, contact the carrier and quote your tracking number.
If an investigation is required please allow the carrier up to 5 business days to provide you with a resolution, however, If the carrier cannot locate your items OR they have confirmed the order is lost, please contact us and we will investigate further.
For any order which is confirmed by the courier in writing to be ‘lost’ a full refund will be provided to you.
How will I know RATPAK has received my return orders?
We will email to let you know when your returned item has been received along with details about your exchange (if requested). Once you receive confirmation that we have received your item(s) please allow up to 2 weeks for any refund to credit your account.
Do you have a size guide?
Yes, each of our products have a size guide.
The item I want is out of stock. What now?
We try to have a stock level that will keep up with demand but some popular items may sell out fast. Our focus is to keep up with the latest fashion trends, so we generally do not restock items once they have sold out unless they are in high demand.
Please contact us for more information.
When can I expect new products to be listed on your website?
We are constantly updating our product range as we design new lines. To keep up to date with the latest, you can sign up for our newsletter.
Do you have pre-orders / back orders for stock?
At this stage, we are not taking pre-order / back order for stock.
Is there somewhere I can go to view products before purchasing?
Unfortunately, we do not have a physical store and for safety reasons, cannot allow customers into our warehouse. If you have any queries, please contact us.
Is it safe to use my credit card details on your site?
We have partnered with PayPal to ensure your each transaction is secure. We do not hold on to your credit card or PayPal details after your order is complete. You can rest easy knowing your account details are safe every time you make an order with us.
My credit card details are not being accepted. What’s wrong?
Please check that:
- There are no spaces in the credit card numbers you have entered
- Your name appears exactly the same on the card
- Your card hasn’t expired
If you continue experience difficulties, please check with your credit card company.
What is PayPal?
PayPal is a payment method for online purchases that allows users to send and receive money online. It offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant.
How do I sign up for Paypal?
You can create a PayPal account on the PayPal official website.
Who do I contact if I have a problem with my Paypal account?
Unfortunately, we cannot assist if you have issues with your PayPal account. Please contact PayPal direct.
When will payment be deducted from my PayPal account?
When you place an order, payment will be deducted from your PayPal account immediately.
Are your prices in Australian Dollars (AUD)?
Yes, all our prices are in Australian Dollars.
Do your prices include GST and other taxes?
Yes, our prices include GST and other taxes for Australian purchases.