Buying on Ratch

Use the search bar at the top of any page. You can type keywords, a product name, or even a shop name. Press Enter or click the search icon to see results.

Use the filters on the left (desktop) or the filter button (mobile) to narrow results by category, price range, location, and more.

Yes! Click the heart icon ♡ on any product to add it to your Favourites. You can view all your saved items from your account dashboard under My Favourites.

You can also save entire shops by clicking the Follow button on a seller's store page to get notified when they add new products.

Featured Shops are hand-picked sellers who have been recognised for their excellent products, customer service, and positive reviews. Look out for the Featured badge on their store pages.

1. Click Add to Cart on the product page.
2. When you're ready, click the cart icon and select Proceed to Checkout.
3. Enter your delivery address and choose a shipping option.
4. Enter your payment details and click Place Order.
5. You'll receive an order confirmation email straight away.

We accept the following payment methods:

• Visa, Mastercard & American Express
• PayPal
• Apple Pay & Google Pay
• Ratch Gift Cards

On the checkout page, look for the Discount Code field. Enter your code and click Apply. The discount will be deducted from your order total before payment.

💡 Some codes are shop-specific and can only be used on that seller's products.

Yes. All payments on Ratch are processed through secure, encrypted payment gateways. We never store your full card details on our servers.

Look for the padlock 🔒 in your browser's address bar, which confirms you're on a secure (HTTPS) connection.

You can request a change or cancellation within 1 hour of placing your order, before the seller has dispatched it. Go to My Account → Orders and click Request Cancellation.

After dispatch, the item must be returned under the seller's returns policy. See the Returns & Refunds section below.

Once your order has been dispatched, you'll receive a confirmation email with a tracking number and a link to the courier's tracking page.

You can also track your order anytime via My Account → Orders → View Order.

Delivery times are set by each seller and shown on the product listing. They typically include a processing time (when the seller makes or packs your item) plus a shipping time.

• UK Standard: 2–5 working days
• UK Express: 1–2 working days
• International: 7–21 working days (varies by destination)

If your estimated delivery date has passed:

1. Check your tracking link for the latest update.
2. Check with neighbours or your local sorting office — parcels are sometimes held there.
3. Message the seller directly via My Account → Orders → Contact Seller.
4. If the issue isn't resolved within 48 hours, contact our support team.

We're sorry to hear that. Please take clear photos of the damage and:

1. Contact the seller within 7 days of receiving the item.
2. If the seller cannot resolve it, open a dispute with our support team and we'll step in to help.

1. Go to My Account → Orders and click Request Return next to the relevant order.
2. Select your reason for returning and submit the request.
3. The seller will review and provide a returns address within 3 business days.
4. Post the item back and share the tracking number with the seller.

Once the seller has confirmed receipt of your return, refunds are processed within 3–5 business days. The funds will be returned to your original payment method.

💡 Your bank may take an additional 3–5 days to credit the amount to your account.

Each seller sets their own returns policy, which is displayed on their shop and product pages — always check before purchasing.

If an item is significantly not as described, faulty, or damaged in transit, you are entitled to a refund regardless of the seller's policy. Contact our support team if you need help.

You can message a seller in two ways:

• From the product or shop page, click Message Seller.
• From an existing order, go to My Account → Orders → Contact Seller.

Many sellers on Ratch offer custom orders. Look for the Request Custom Order button on a seller's shop page, or message them directly with your requirements.

Custom items may have different delivery times and pricing — always agree the details with the seller before placing the order.

After your order is marked as delivered, you'll receive an email inviting you to leave a review. You can also do it manually:

1. Go to My Account → Orders.
2. Find the completed order and click Leave a Review.
3. Give a star rating and write your feedback, then submit.

You can edit your review within 30 days of submitting it. Go to My Account → Reviews and click Edit next to the review.

Reviews cannot be deleted by buyers, but if you believe a review violates our community guidelines, please contact us to report it.