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  • Top 5 Frequently Asked Question
      • Delivery
      • Returns
      • Where is my order?
        Track your order here

        Enter your order number.
        Pssst...It's on your order confirmation or dispatch email

        Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. You can track your order at the top of this page using your order number from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.

        If you don't have your order number with you, you can get it by logging into your account here and then by going to 'Order History'.

      • Why is my order late?

        Are you sure it’s late? Please double check the delivery option you selected, cut off times for ordering and the date which we said it will be delivered by. You can check delivery timescales here. If it's after 8pm on that date then it’s late. If it's before the advised delivery date and you've had your dispatch email, then it’s on its way. Your delivery date has to have passed for us to be able to investigate where your order is. On rare occasions we do come up against a bump in the road. If your delivery date has passed, please contact here and have your order number ready.

      • Why was my order cancelled?

        If you've placed an order and received a cancellation email from us, we're very sorry. This will usually be because the stock wasn't in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.

      • Can I cancel or edit my order?

        As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

      • I received a faulty item what do I do?

        We will get this fixed for you ASAP

        Please send us an email with the following information:

        • Your name
        • Order number
        • Product name and code (this can be found on your order confirmation email)
        • Description of the fault
        • You won’t be able to attach an image of the faulty item just yet but make sure you have one ready for when you receive a reply from us. Please wait until you’ve spoken to our Customer Care team before you return anything so we can make sure we get the correct item to you as quickly as possible.

      • How do I return?

        How do I return?

        RETURNS

          When returning a parcel please follow the process below.

          You can find out the postage price in the portal or you will be asked to download a returns label and pay for postage at your local post office. Please use a trackable service and keep your proof of postage receipt until after your refund is processed.

          You've got 28 days to send something back to us from the day you receive it. For faulty goods, you’ve got up to 28 days to send something back to us from the day you receive it. Unfortunately, we do not refund International returns postage and shipping charges within your territory, except for faulty goods or where you cancel an order in accordance with clause 8.1 of our Terms and Conditions here. ​

        • 1

          Repack your items.

        • 2

          Login to our returns portal. You will need your order number and email/last 4 digits of your phone number.

        • 3

          Select your preferred return option (Print returns label at home or in store options).

        • 4

          Once you have processed your return in the portal you're ready to post it off! Make sure you keep proof of postage!

        • 5

          Keep an eye on your return tracking. You'll get an email once we receive your returned item.

        START A RETURN

        Good to know...

        We've gone paperless! You'll no longer receive a delivery note in your parcel.

        For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, swimwear or lingerie, if the seal has been broken or is no longer in place.

      • I don't have the invoice from my parcel, can I return?

        We've gone paperless! You can generate a returns label from our website, attach it to your parcel and then send it back to us. We have printer-less options too if you don’t have a printer!

        Ready to Return? click here

      • I am outside of the returns policy, can I return?

        You've got 28 days to send something back to us from the day you receive it. Unfortunately we cannot accept returns after this time.

        Ready to Return? Click here

      • I don't have the original packaging, can I return?

        No packaging, no problem! Just pop your items in something non see-through, sealable & waterproof.

        Ready to Return? Click here

      • When will I receive my refund?

        A typical refund will take up to 28 days, that’s 21 days you returning and us processing and up to 7 days for it to make its way through the banking system. The refund will go back to the payment method you used when placing your order, once we've done our bit you'll get an email confirming it’s on its way. If you've waited more than 28 days with no email from us then please get in touch by going to the Contact Us tab on this page.

         
  • Orders & Delivery
    • Where is my order?
      Track your order here

      Enter your order number.
      Pssst...It's on your order confirmation or dispatch email

      Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. You can track your order at the top of this page using your order number from that email. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email or by using the track my order section at the top of this page.

      If you don't have your order number with you, you can get it by logging into your account here and then by going to 'Order History'.

    • Delivery options & times

      Delivery option Delivery times Delivery cost

      Please note: postcode restrictions apply, for more details click here.

    • Why is my order late?

      Are you sure it’s late? Please double check the delivery option you selected, cut off times for ordering and the date which we said it will be delivered by. You can check delivery timescales here. If it's after 8pm on that date then it’s late. If it's before the advised delivery date and you've had your dispatch email, then it’s on its way. Your delivery date has to have passed for us to be able to investigate where your order is. On rare occasions we do come up against a bump in the road. If your delivery date has passed, please contact here and have your order number ready.

    • Missing item(s) from my order?

      Not cool! We’ve either packed it wrong, it’s coming in more than one parcel or it’s fallen off the back of the wagon. If your expected delivery date has passed, then please head over to our Contact Us section and we will sort it for you.

    • Why was my order cancelled?

      If you've placed an order and received a cancellation email from us, we're very sorry. This will usually be because the stock wasn't in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.

    • Can I cancel or edit my order?

      As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

    • Can I exchange an order?

      Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

    • My tracking is showing that my parcel is being returned to sender

      The carrier has been unable to deliver your parcel to you (you may not have been in or they might not have been able to gain access to your property). If your tracking is showing as being returned to us you can wait for your parcel to come back and we will give you a refund when it does. A typical refund will take up to 21 days, that’s 14 days for the parcel to arrive back at our warehouse and us processing with up to 7 days for it to make its way through the banking system.

      If the carrier was unable to deliver this time it may be worth considering when you next order to use an alternative delivery address where you know someone will be able to receive the parcel or selecting an alternative delivery option at checkout e.g. time specific delivery or locker collection if offered in your delivery location.

  • Returns & Refunds
    • How do I return?

      How do I return?

      RETURNS

        When returning a parcel please follow the process below.

        You can find out the postage price in the portal or you will be asked to download a returns label and pay for postage at your local post office. Please use a trackable service and keep your proof of postage receipt until after your refund is processed.

        You've got 28 days to send something back to us from the day you receive it. For faulty goods, you’ve got up to 28 days to send something back to us from the day you receive it. Unfortunately, we do not refund International returns postage and shipping charges within your territory, except for faulty goods or where you cancel an order in accordance with clause 8.1 of our Terms and Conditions here. ​

      • 1

        Repack your items.

      • 2

        Login to our returns portal. You will need your order number and email/last 4 digits of your phone number.

      • 3

        Select your preferred return option (Print returns label at home or in store options).

      • 4

        Once you have processed your return in the portal you're ready to post it off! Make sure you keep proof of postage!

      • 5

        Keep an eye on your return tracking. You'll get an email once we receive your returned item.

      START A RETURN

      Good to know...

      We've gone paperless! You'll no longer receive a delivery note in your parcel.

      For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, swimwear or lingerie, if the seal has been broken or is no longer in place.

    • When will I receive my refund?

      A typical refund will take up to 28 days, that’s 21 days you returning and us processing and up to 7 days for it to make its way through the banking system. The refund will go back to the payment method you used when placing your order, once we've done our bit you'll get an email confirming it’s on its way. If you've waited more than 28 days with no email from us then please get in touch by going to the Contact Us tab on this page.

       
    • How long do I have to return?

      You've got 28 days to send something back to us from the day you receive it. Unfortunately we cannot accept returns after this time.

      Ready to Return? Click here

    • I don't have the original packaging, can I return?

      No packaging, no problem! Just pop your items in something non see-through, sealable & waterproof.

      Ready to Return? Click here

    • Can I return more than one order in the same parcel?

      Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.

      Ready to Return? Click here

    • I can't see the refund on my bank statement

      Refunds are sneaky things and can show up in a couple of places:

      1. Normally it shows on the day of refund confirmation by us (or up to 7 days after this date depending on your bank’s processing times) 2. If its not there, try looking back to the date when you bought the items – some banks now highlight the refund credit against the initial debit date (or up to 7 days after this date depending on your bank’s processing time)

      If you still can’t see it, give us a shout on the Contact Us Form.

       
    • Can I exchange instead of a refund?

      Unfortunately we don’t offer an exchange facility. Simply return your item(s) by following these easy steps on the 'How do I return?' section and reorder for a replacement.

    • Have you received my returned item(s)?

      It can take up to 14 days from the date of your return for your parcel to be delivered back to our warehouse and processed.

      On receiving your return the next step is for us to check the item(s). Once our checks are complete we’ll refund back to your payment method. The funds should appear on your bank statement in up to 7 working days (how long depends on your card issuer). If you paid for your order with a gift voucher or store credit, this will be credited back to your boohoo.com account.

      We’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

    • Do you refund the delivery charge?

      We'll refund your delivery charge if you return all of the items from the order and cancel your contract with us within 14 days for any countries within the EEA. You can cancel your contract here. If you decide to keep one of the items, you need to pay for delivery. We don't refund delivery charge for those countries listed outside of the EEA.

       
    • There is no returns label in my parcel, how do I return?

      We've gone paperless! You can generate a returns label from our website, attach it to your parcel and then send it back to us. We have printer-less options too if you don’t have a printer!

      Ready to Return? click here

    • Returns policy

      Returns

      1. OUR RETURNS POLICY

      Your non-faulty must be returned within 28 days of receipt of the goods.

      If you receive faulty goods, you may also have a right to return these goods and to ask us to repair or replace them or get a refund.

      • Items must be returned within 28 days of receipt.

      • Items must be unworn and unwashed.

      • Pierced jewellery cannot be returned for health and hygiene reasons.

      • Underwear and swimwear can only be returned if the hygiene seal has not been removed.

      • Beauty products and accessories cannot be returned for hygiene reasons.

      • Shoes must be tried on indoors.

      • Items must have all tags attached.

      2. FAULTY GOODS

      We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section.

      Defective items can be returned after 14 days of a defect being discovered but in any case no longer than 28 days of receipt and will be refunded in accordance with this policy subject to provision of evidence of the defect immediately upon discovery, such as images and compliance with the instructions for use. You have the option to ask for a replacement of a defective item and replacement in this case will be subject to stock availability and price adjustment.

      Please not that we are unable to refund cash for customers who pay using the cash on delivery option, you will get store credit as a refund.

      To help us get this fixed for you ASAP, when you first contact us please include the following information;

        -Your name
      • -Order number
      • -Product name and code
      • -Picture of the fault
      • -Description of the fault

      (The product name and code can be found on your order confirmation email).

      If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

      3. HOW TO RETURN AN ITEM & HOW MUCH DOES IT COST?
      https://boohoo.myreturnsportal.com
      5. HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

      It can take up to 14 days from the date of your return for your parcel to be delivered back to our warehouse and processed.

      On receiving your return the next step is for us to check the item(s). Once our checks are complete we’ll refund back to your payment method. The funds should appear on your bank statement in up to 7 working days (how long depends on your card issuer). If you paid for your order with a gift voucher or store credit, this will be credited back to your boohoo.com account.

      We’ll make sure to keep you in the loop and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

      6. CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND?

      Unfortunately we don’t offer an exchange facility. Simply return your item(s) by following these easy steps on the 'How do I return?' section and reorder for a replacement.

  • Payments & Promotions
    • Promotions & discounts

      We know you like a good deal so we often have some great promotions running on our website. Just remember, you need to enter the discount/promo code when you are checking out as it can't be applied later.

      Having issues redeeming your discount? This might be why:

      • -Oh no – you’re out of time! That code could’ve expired now as we run offers for a limited time.
      • -Trying to use two codes? Sneaky! We love giving you discount, but ask that you only use one code per order please.
      • -Double check your delivery option. Some of our codes only work when you select a specific delivery option such as our Next Day Delivery service.
      • -Check for typos. We all do it – double check you haven’t mistyped the code in your mad dash for discount. Compose. And re-type.
      • -Want. It. All. But check you’ve only picked products from the category on offer.
      • -Sorry to dissapoint! But Products from the Premium Collection are excluded from all promotions.
    • How can I pay for my order?

      Payment options

      We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro, Electron, American Express, Discover and Diners. We also accept PayPal, Apple Pay (iOS only), Klarna (not available on the app), Clearpay, Giftcards and prepaid debit cards.

      Please note: All payments must be made online when placing your order. We do not have the ability to place an order on your behalf. Discover & Diners payment methods do not apply on the app. 

      When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account.

      Gift Vouchers

      If you've been gifted a boohoo voucher/gift certificate, then yes we accept those, can you imagine if we didn't!

    • Payment issues

      Payment Error

      If you experiencing error messages when making a payment, firstly, make sure you have inputted the correct details by checking all the information correctly. Contact your bank to ensure there are no problems with the card. After this, please contact us by going to 'contact us' tab on this page to submit details and we will investigate further. To help us solve the issue for you, please include as many of the following details as possible (don't worry if you're not very technical or are unsure about any of the below; just give us as much information as you can):

      • -What operating system you use (e.g. iOS, Android, Windows Vista, Mac OS X)
      • -What Internet Browser you are using or if via our App (e.g. Internet Explorer 8, Firefox, Safari, Chrome)
      • -What payment method you were trying (e.g. Visa)
      • -A description of the problem and what time the problem occurred
      • -If you get an error message, please include it in your message to us

      Payment Declined

      If your credit or debit card was declined, check to see if your card is expired, out of date or your card billing address is different to the billing address on your boohoo account.

      If the above doesn't help, your Credit Card Company or bank will have more information.

      If using PayPal, please contact PayPal directly if your payment has been declined.

  • Contact Us

      Please include your order number when contacting us!

      (Sorry, we don't have a phone number)