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 28 days from the date of delivery.
For all other International customers, please return unsuitable items within 28 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?
How 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/last 4 digits of your phone number.
Select your preferred return option (Print returns label at home or in store options). 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.
You can return your items via the returns portal, by clicking the link below; it’s fast, trackable & cost effective.
You’ll need to cover the cost of postage for your return; you have 28 days, from the day you receive it, to send something back.
Please use the address label provided via the portal, any handwritten address labels will cause delays with your refund and may mean you need to pay import VAT and a customs duty charge.
Good to know...
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).
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?
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.