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  • Top 5 Frequently Asked Questions
      • 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 shipping option you selected, cut off times for ordering and the date which we said it will be delivered by. You can check shipping timescales here. If it's before the advised shipping date and you've had your dispatch email, then it’s on its way. Your shipping 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 shipping date has passed, please contact us by going to the 'Contact Us' tab on this page and have your order number ready.

      • Why was my order cancelled?

        As soon as you place your order, we’re on it – we know you need it fast! This unfortunately means we will be unable to make any changes as it’s already been processed at the warehouse (literally within seconds!). You’ll need to return any unwanted items and place a reorder. Find out more info on our cancellation policy here.

      • 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’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 do I return?

        Hi guys just to let you know Boohoo is operating as business as usual.

        Returns

        How do I return?

        NEW ZEALAND & INTERNATIONAL 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.​

        • 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.

      • 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.

        Ready to start your return?

         
      • 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.

         
      • 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?

         
      • When will I receive my refund?

        If you return via the portal, it can take up to 3 days for your return to arrive to us and, up to 7 days for your refund to show in your account depending on your bank's processing time. 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 14 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'.

    • What If No one Is In?

      A signature may not always be required for delivery and if there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location.

      A card may be left to advise this to you, or to confirm that the parcel has been returned to the local depot.

      You can then contact them to arrange collection or to schedule a new delivery date.

    • Delivery options & times

      We've got GST covered! No matter the value of your order


       
      Shipping option Shipping times Shipping cost
      New Zealand Standard Shipping Up to 8 business days $19.99 per order
      New Zealand Express Shipping Up to 5 business days. Not available for PO Box / Parcel Collect addresses, delivery may take longer in very remote areas. $29.99 per order

      Please note: Please allow 4-5 weeks for shipping to Hawaii.

    • Why is my order late?

      Are you sure it’s late? Please double check the shipping option you selected, cut off times for ordering and the date which we said it will be delivered by. You can check shipping timescales here. If it's before the advised shipping date and you've had your dispatch email, then it’s on its way. Your shipping 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 shipping date has passed, please contact us by going to the 'Contact Us' tab on this page 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 shipping date has passed, then please contact us by going to 'Contact Us' tab on this page and we will sort it for you.

    • Why was my order cancelled?

      As soon as you place your order, we’re on it – we know you need it fast! This unfortunately means we will be unable to make any changes as it’s already been processed at the warehouse (literally within seconds!). You’ll need to return any unwanted items and place a reorder. Find out more info on our cancellation policy here.

    • 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.

    • Item out of stock?

      Too late, you missed it! We are a very fast paced fashion retailer and keeping up with latest trends is our bag. This sometimes means our best selling items can go out of stock and we don’t usually plan on bringing them back in. The good news is if you keep checking back, some of our best garms do reappear. Our customer service team won't know if a product is coming back in or not, you'll see it first.

    • I received a faulty item, what do I do?

      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.

    • 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 shipping address where you know someone will be able to receive the parcel or selecting an alternative shipping option at checkout.

    • I received an incorrect item, what do I do?

      We will get this fixed for you ASAP just head over to our Contact Us section.

      When you message, please include the following information:

      • Your name
      • Order number
      • Product name and code of the item ordered
      • Product name and code of the item received
      • Picture of the incorrect item and a description of the incorrect item received

      You won’t be able to attach an image of the incorrect 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 to us so we can make sure we get the correct item to you as quickly as possible.

    • Will I be charged customs and imports duties?

      Depending on the value of your order, your boohoo parcel may or may not be charged customs or import duties. If your parcel is charged, it is up to the person receiving the parcel to cover these costs.

      Unfortunately, these charges are out of boohoo’s hands, and vary widely from country to country, so we’re unable to predict what your particular charges may be.

      For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected shipping charges at your end.

    • Contactless Delivery
  • Returns & Refunds
    • How do I return?

      Hi guys just to let you know Boohoo is operating as business as usual.

      Returns

      How do I return?

      NEW ZEALAND & INTERNATIONAL 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.​

      • 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?

      If you return via the portal, it can take up to 3 days for your return to arrive to us and, up to 7 days for your refund to show in your account depending on your bank's processing time. 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 14 days with no email from us then please get in touch by going to the 'Contact Us' tab on this page.

       
    • 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.

      Ready to start your return?

       
    • 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.

       
    • 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?

       
    • Can I return more than one order?

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

      Ready to Return?

       
    • 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 usually take up to 28 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse, processed and refunded.

      The funds should appear on your bank statement within 3-5 business days (how long depends on your card issuer).

      If you paid using Afterpay, refund timing will depend on your arrangements with Afterpay.

      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 don't refund delivery charge for those countries outside the EEA.

    • How do I return with Klarna?
    • Returns policy

      Returns

      How long do I have to return an item?

      If you receive an incorrect or faulty item, we will let you know whether you need to return the item to us and if you wish to exercise your legal right to reject the item you must return it to us.

      For USA, Canada, Australia and New Zealand customers please return items within 60 days from the date of delivery.

      For all other International customers, please return unsuitable items within 60 days of the date you receive the parcel.

      Please return unsuitable items in its original packaging. 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.

      • 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.

      NEW ZEALAND RETURNS - HOW DO I RETURN AN ITEM OUTSIDE THE UK?

      Hi guys just to let you know Boohoo is operating as business as usual.

      Returns

      How do I return?

      NEW ZEALAND & INTERNATIONAL 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.​

      • 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.

      Can I have an exchange instead of a refund?

      We don’t offer exchanges right now. You can return your item to us for a refund, and then place a new order to get the item of your choice.


      What should I do if I receive an incorrect or faulty item?

      We're sorry to hear that you've received an incorrect or faulty item. Please contact us via the help page contact us form stating the order number or tweet us @boohoo_cshelp ,with further details of the issue within 30 days of receiving your order. One of our customer service agents will be more than happy to look into this for you.

      How long does it take to process my return?

      It can usually take up to 28 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse, processed and refunded.

      The funds should appear on your bank statement within 3-5 business days (how long depends on your card issuer).

      If you paid using Afterpay, refund timing will depend on your arrangements with Afterpay.

      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.

      How can I track the status of my return?

      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.
      • -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.
    • How can I pay for my order?

      Payment options

      We accept the following payment cards: Visa, Visa Debit, MasterCard and American Express. We also accept PayPal, 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.

      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!

    • How do I use a gift voucher?

      Pop your code into the ‘Redeem Gift Voucher’ box at the checkout page and hit apply. It’s as easy as that! If the value of your order is less than the value of your gift certificate, don’t sweat it. The balance remains on your voucher for next time.

      We're currently working hard on our gift vouchers so they're not currently available for purchase but they will be back up and running soon.

    • Gift voucher not working

      Oops... check you haven't entered your code in the ‘Enter Promotion Code’ box as this won't work. Make sure you’ve entered it in the ‘Redeem Gift Voucher’ box at the checkout page and then hit apply!

    • Klarna
    • Afterpay

      Shop Now. Wear Now. Pay It In 4

      Pay for your purchases over 4 equal fortnightly installments, interest free.

      Pay nothing extra. If you make repayments on time, you'll only ever pay the price of the item you've purchased. The only fees that may apply are late fees for missed payments.

      Simply select Afterpay as your payment method at checkout.

      All you need is:

      1. A New Zealand credit or debit card
      2. To be over 18 years of age
      3. A New Zealand residents address
      4.  

      Customer Services

      Afterpay Customer inquiries will be addressed by the Customer Support team here:help.afterpay.com

      Afterpay is unavailable to App Customers.

      See T&C's for further details

    • 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. PayPal, 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.

    • Laybuy

      Get it now. Pay it in 6. Interest free. Easy.

      Pay for your purchases over 6 automatic weekly payments on the day of your choice, interest free.

      Pay nothing extra. If you make repayments on time, you'll only ever pay the price of the item you've purchased. The only fees that may apply are late fees for missed payments.

      Simply select Laybuy as your payment method at checkout.

      All you need is:

      1. A New Zealand credit or debit card
      2. To be over 18 years of age
      3. A New Zealand residents address
    • Apple Pay
  • Products
    • Why can't I find an item that was advertised?

      Our advertised products become very popular and sell out quickly. Check out our latest TV campaign products here.

    • Item out of stock?

      Too late, you missed it! We are a very fast paced fashion retailer and keeping up with latest trends is our bag. This sometimes means our best selling items can go out of stock and we don’t usually plan on bringing them back in. The good news is if you keep checking back, some of our best garms do reappear. Our customer service team won't know if a product is coming back in or not, you'll see it first.

    • I received an incorrect item, what do I do?

      We will get this fixed for you ASAP just head over to our Contact Us section.

      When you message, please include the following information:

      • Your name
      • Order number
      • Product name and code of the item ordered
      • Product name and code of the item received
      • Picture of the incorrect item and a description of the incorrect item received

      You won’t be able to attach an image of the incorrect 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 to us so we can make sure we get the correct item to you as quickly as possible.

    • I received a faulty item, what do I do?

      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.

    • Sizing

      View our Size Guide here.

  • Contact us
      Ask Layla
      Got a question about Delivery or Returns? Chat with our virtual agent Layla!

      Please include your order number when contacting us!

      WhatsApp Us WhatsApp Us

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