Returns and Refunds
READY TO RETURN?
Create a returnHow do I return?
Repack your items
No packaging, no problem! Just pop your items in something non see-through, sealable & waterproof.
Login to our returns portal
You will need your order number and email address/post code.
Select your preferred return option
Print returns label at home.
Once you have processed your return in the portal, you're ready to post it off
You'll get an email once we receive your returned item.
FYI
- Returns via the portal are fully tracked. You don’t need to remember to keep your proof of postage – it’s all digital!
- 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. Items must be unworn and unwashed with the original labels attached. This does not affect your statutory rights.
- If you’ve received an item that’s not in perfect condition please head over to our Contact Us section so we can get this fixed for you.
- Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.
- Using your own method of return, refunds will only be processed once the items have arrived to our warehouse. If your items don’t make it back to us, you’ll need to open a dispute with the carrier. You may be liable for import VAT (normally applied to goods over £15) and pay a custom duty charge (if your order value is over £135).
- For International returns, your return charge will be deducted from your refund. You will need to generate your returns label via the portal.
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.
Please allow 28 days from your return, processing + your banks handling time to receive your refund
If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued.
We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.
Orders placed between 16th Nov 22 and 15th Dec 22 are eligible for an extended return period of 45 days. Any orders placed from 16th Dec 22 onwards are eligible for 28 days only.
Ready to Return? Click here.
We try to process returns ASAP but some refunds can take up to 14 days to be processed + your banks handling time (up to 7 days).
For some banks and credit cards your refund can show on the same date as the original purchase, sometimes it can also show as the same transaction. If you paid via PayPal it can take up to 48 hours from receiving your refund confirmation email for the refund to show in your account. If your bank account is linked to your PayPal account it can take a further 14 days for this refund to hit your bank account - this is due to PayPal processing times.
Please wait 14 days before contacting us about your refund if you haven’t heard from us yet. If it’s been 14 days, we’ll get this looked into for you ASAP; just head over to our Contact Us section with the below information
- Your name
- Order number
- Product name and codes of the items you returned
- A picture of your proof of postage
You won’t be able to attach an image of the proof of postage just yet (unless you’re contacting us via WhatsApp) but make sure you have one ready for when you receive a reply from us.
OUR RETURNS POLICY
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, unwashed and unused with the original labels still attached.
• Pierced jewellery cannot be returned for health and hygiene reasons, unless in a sealed and unopened packet.
• Underwear and swimwear can only be returned if the hygiene seal has not been removed.
• Beauty products, accessories and fashion facemasks cannot be returned for hygiene reasons.
• Shoes must be tried on indoors.
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.
Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.
Please note, if you choose to return via any method other than one of our chosen carriers, you will remain responsible for the item(s), including any loss or damage, until we receive.
CANCELLING A CONTRACT UNDER THE CONSUMER CONTRACTS REGULATIONS
If you’re a customer in the EEA, you get 14 days to cancel your contract with us
This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation – just fill out this form where you’ll also find details on how to return your item(s).
There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:
Email us: customerservices@boohoo.com
Write to us via post: boohoo, PO Box 553, Burnley, BB11 9GD
If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us, see how to do this below. You'll then receive a refund as per the policy above, minus any charge for returning the item as specified above.
Please note, we cannot offer refunds on cosmetics and pierced jewellery or on swimwear and lingerie if the hygiene seal is not in place or has been broken.
All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.
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.
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.
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
A typical refund will take up to 21 days, that’s 14 days you returning and us processing it, with up to 7 days for it to make its way through the banking system.
If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued.
We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.
CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND?
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.