Returns
1. OUR RETURNS POLICY
If you are a customer in the European Economic Area (EEA), you have 28 days to cancel your order because you have changed your mind. This cancellation period starts from the day you have received all of the items in your order. Find out how to return your item(s) using our hassle-free, 3-step returns process here.
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.
2. FAULTY GOODS
Please return your item(s) to us within 28 days and remember to get in touch before returning. You can do this by filling out the form on our Customer Service Hub here, and a member of our team will look into it.
Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund.
3. CANCELLING A CONTRACT UNDER THE CONSUMER CONTRACTS REGULATIONS
If you’re a customer in the EEA, you get 28 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. You`ll then receive a full refund as per the policy.
For hygiene reasons, pierced jewellery and fashion masks are non refundable.
Please ensure that lingerie and swimwear items are tried on over your own underwear. In the interest of hygiene, please do not remove the seal. If this is the case then we can reasonably decline your refund.
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.
4. UK CUSTOMERS ONLY - HOW TO RETURN AN ITEM & HOW MUCH DOES IT COST?
boohooman UK returns are hassle-free!
1. Re-pack your item(s) in the original packaging, or in a secure, waterproof package with labels and tags still attached.
2. Cover your original address label with the sticky boohooman returns label found on the bottom right hand corner of your delivery note.
3. Return your package via the Post Office, remembering to get proof of postage. Please don’t post your package through the post box without getting proof of postage. Keep it safe in case you need to use this as evidence of your return.
Need a new label? Download the UK returns label form and remember to add your order number – you’ll find this in the Order History section on the My Account page.
Alternatively, you can click the link below to start your return and follow these steps:
1. Select your item(s) you wish to return from your order history
2. Choose your return option by selecting from one of our trusted carriers (including Collect+).
3. Print your returns label
4. Prepare your parcel – Using the original boohoo packaging, fix your downloaded returns label securely onto the outside of your parcel
5. Send off your Return Parcel
Please note: Returns are only available via the returns portal link, or by using the pre-printed returns label attached to the delivery note, or by printing the returns label here. Returns sent using any other method are at the customers own cost and liability.
5. INTERNATIONAL RETURNS - HOW DO I RETURN AN ITEM OUTSIDE THE UK?
We're sorry, but we are unable to offer a free returns service to our overseas customers. Please follow the process below for returning your parcel to us.
1. Re-pack the item in its original packaging or in a secure, waterproof package with labels and tags still attached.
2. Login to our returns portal. You’ll 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). Once you have processed your return in the portal you're ready to post it off.
4. You'll get an email once we receive your returned item.
Returns via the portal are fully tracked. You don’t need to remember to keep your proof of postage – it’s all digital!
Returns labels:
You also can download an address label here
Remember to add your order number if you download a new address label - this can be found in Order History in My Account
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).
6. BOOHOO EBAY OUTLET RETURNS - HOW TO RETURN AN ITEM & HOW MUCH DOES IT COST?
Did you purchase from our boohoo outlet Ebay store? UK Returns are hassle-free, just follow the 3-step process below:
1. Re-pack your item(s) in the original packaging, or in a secure, waterproof package with labels and tags still attached.
2. Cover your original address label with the sticky boohoo returns label found on the bottom right hand corner of your delivery note.
3. Return your package via the Post Office, remembering to get proof of postage. Please don’t post your package through the post box without getting proof of postage. Keep it safe in case you need to use this as evidence of your return.
Need a new label? Download here, and remember to add your order number – you’ll find this in the Order History section on the My Account
Great news! We now also offer a FREE Collect+ returns service for our boohoo outlet Ebay store customers in the UK mainland and Northern Ireland.
Here’s how to return with Collect+:
1. Click here to generate and print your returns label, and find your nearest store.
2. Re-pack your item(s) in the original packaging with labels and tags still attached.
3. Securely attach the printed Collect+ label to your parcel, making sure to cover the original delivery label.
4. Head to your local Collect+ store with your parcel. You’ll receive proof of postage here – remember to keep this safe in case you need to use it as evidence of your return.
You can track your return here
7. HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
It can usually take up to 7 working days (excluding weekends and bank holidays) 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 your credit/debit card. The funds should appear on your bank statement within 3-5 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.
8. 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. Find out how to return here – it’s as easy as 1, 2, 3!
