Help Desk
As we are an internet company we wish to reduce the amount of calls to our customer service team in order to help maintain our competitive prices. If you have any questions, please take a moment to see if the answers are published below.
Help Desk subjects
- Returns
- Is there a guarantee?
- How much will it cost to return my parcel?
- How do I make a return?
- How long will it take to refund me?
- Can you confirm you’ve received my return?
- Do you refund the delivery charge?
- Do I have to pay for returns?
- I have not received a free returns label?
- When will I receive my replacement?
- How do I make an exchange?
- Faulty items/wrong items
- Delivery
- Where do you deliver to?
- How much does delivery cost?
- Which carrier do you use?
- What time should I place my order to qualify for next day delivery?
- Will I have to sign for my delivery?
- Can someone else sign for my delivery?
- I’m not going to be in when you deliver my parcel. What will happen?
- What time will my delivery arrive?
Questions About Orders.
Do I have to order online?
Ordering over the internet with boohoo.com is the safest and most secure method of paying and therefore we only accept orders placed online.
Top of pageIs it safe to order online?
boohoo.com are a member of BSSA (British Stores & Shopping Association). Our site is certified by Thawte CA Security, a leading security specialist on the internet. We are also a member of Verified by Visa & Secure by Mastercard.
We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it.
This technology includes the following features:
Authentification - this assures your browser that your data is being sent to the correct computer server, and that the server is secure
Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server.
Data Integrity - this checks the data being transferred to ensure it has not been altered.
Can I change my order?
Once you have placed an order and pressed the submit button it is not possible to make any further changes. If you change your mind about a product please refer to our Returns Policy
Top of pageCan I track my order?
You can track your order online. Click on www.boohoo.com/My Account where you can view all your orders. Click on the tracking number and you will be redirected to Royal Mail’s Track & Trace facility where you can check the status of your order.4
Top of pageQuestions about Returns
Is there a guarantee?
If you are not entirely satisfied with your purchase, please return it in its original condition within 21 days of date shown on your despatch note. Some products are non-returnable for hygiene reasons. This is indicated in the product description.
Top of pageHow much will it cost to return my parcel?
UK - We have set up a returns process with Royal Mail, which allows you to return any unwanted items free of charge. This is a very competitive service that many of our competitors do not offer.
Rest of World - Unfortunately we are unable to offer the same service to our overseas customers. All returns made outside of the British Isles will need to be paid for.
How do I make a return?
On line Returns
- Log onto www.boohoo.com/My Account/My Orders to view your order history
- Click on 'order details'.
- Select the relevant order and click on the item you want to return.
- Choose a return reason and click ‘Return’. Your return will be logged on line.
- The parcel can then be returned via Post Office Counters as detailed below.
- Repack the item in its original packaging
-
Over sticker your address label with the boohoo.com address label found on the bottom right of your delivery note
NB do not send to the address at the top of this letter. - Reseal the boohoo postal bag using the second double-sided self-adhesive strip
- The package will need to be returned over the Post Office counters.
- Obtain a certificate of posting from the post office (You will need this as proof or returns).
How long will it take to refund me?
It will take approximately 21 working days for the refund to be credited to your account.
Top of pageCan you confirm you’ve received my return?
Please log onto www.boohoo.com/My Account/MyReturns. Here you will be able to see the status of your return.
Top of pageDo you refund the delivery charge?
Delivery charges are only refundable if you have received an incorrect or faulty item from us.
Top of pageDo I have to pay for returns?
UK - No. Again boohoo.com offer outstanding service and we will cover the cost of the returns. A free returns label is despatched with each order, which shows the Post Office that postage has been paid.
Rest of Europe - Unfortunately we are unable to offer the same service to our overseas customers. All returns made outside of the British Isles will need to be paid for.
I have not received a free returns label?
UK - We provide one free returns service per order. If you wish to return an item that you have already exchanged, you will need to pay for the return yourself. If you did not receive a fee returns label with your original order, please let me have your postal address and we will send one out in the post.
Rest of Europe - Unfortunaltey the returns label is not valid outside the UK.
When will I receive my replacement?
It will take approximately 14 working days for you to receive your exchange. We can only offer a replacement of the same product. Once the exchange has been processed the parcel will be delivered by Royal Mail 1st class post.
If we are unable to exchange the item (as the required size is not available) we will send you an email explaining why and arrange a refund to your account.
Top of pageHow do I make an exchange?
If the item you received is not suitable and you wish to exchange it for a different size please follow the same procedure as that for returns.
On line Returns
- Log onto www.boohoo.com/My Account/My Orders to view your order history.
- Click on ‘order details’.
- Select the relevant order and click on the item you want to return.
- Choose a return reason and click ‘Return’. Your return will be logged on line.
Faulty items/wrong items
If the item you received is faulty or not what you ordered, please follow the same procedure as that for returns. Log onto www.boohoo.com/Returns & Refunds and carefully follow the step-by-step instructions. When your arrange a return you will be issued with a Returns Reference Number (RRN) which will need adding to the boohoo address label which can be found on your delivery note. Take care to add this Returns Reference Number (RRN), as without it you will not be eligible for a refund. If this is the only item ordered then you will be refunded the cost of the product together with the cost of postage.
Top of pageQuestions About Payment
What cards do you accept?
We accept the following major Credit Cards
What currency do you accept?
We only accept UK Pound Sterling (GBP)
Top of pageCan I pay by any other method?
We only accept payment by Credit Card, Charge Card or Debit card. Please note we DO NOT accept the following payment methods:
Payment on Delivery
PayPal
Cheque
Instalments
Splashplastic
Bank Transfer
Postal Order
Laser Card
When will I be charged?
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. If the payment is authorised, you will receive an e-mail within a few minutes confirming your order, and payment will be taken from your account shortly afterwards.
If payment is authorised but we have a query with your order, an e-mail will be sent to you to advise you of the nature of the query. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your card.
If the payment is not authorised by your bank or card issuer, you will receive an e-mail within a few minutes advising you of the reason why.
Top of pageQuestions about Delivery
Where do you deliver to?
We deliver to the UK and most major countries in Europe.
UK
UK delivery includes England, Scotland, Northern Ireland and Wales, together with Channel Islands, IOM, IOW and the Highlands and Islands of Scotland.
Rest of Europe
We also deliver to Ireland and Rest of Europe. Delivery time depends upon the service offered within each specific country. We currently do not supply the following destinations due to individual country custom requirements;
Andorra
Canary Islands
Greenland
Iceland
Norway
San Marino
Switzerland
Vatican City State
How much does delivery cost?
UK
boohoo.com offer exceptionally competitive service to our customers. We offer a next day delivery service to the UK at the same price as many of our competitor’s standard delivery service. Next day delivery will cost £3.95 per order, regardless of size and value of the order.
Rest of Europe
Delivery will cost £7.95 per order, regardless of size and value of the order.
Which carrier do you use?
UK
We use Royal Mail Special Delivery for a number of reasons.
- Royal Mail have a great deal of experience dealing with Business to Consumer deliveries. They therefore offer a very reliable service.
- Royal Mail offer a Track & Trace facility. You can track your order through www.boohoo.com/Your Account/Track My Order. This will link you into Royal Mail’s order tracking system. Log onto your account. You will find a 10 digit code. Use this code on Royal Mail website to find the status.
- If you are not in to sign for a delivery, collection of the parcel is quick and easy. Royal Mail will leave a card saying that they have attempted to deliver the parcel and give a time after which you can collect it from your local sorting office. Your local sorting office will much closer than many courier depots. We felt this would be much more convenient for you.
What time should I place my order to qualify for next day delivery?
UK
You must place your order no later than 16.00 (4.00pm) in order to receive it the next day. There are some exceptions to the rule (according to your postal address). Please refer to What time will my delivery arrive?
Rest of Europe
Delivery times are dependent upon the county.
Will I have to sign for my delivery?
UK and Rest of Europe
All deliveries require a signature, so you will have to ensure someone is available to sign for the parcel.
Can someone else sign for my delivery?
UK and Rest of Europe
Yes, anyone at the specified delivery address can sign for the parcel.
I’m not going to be in when you deliver my parcel. What will happen?
UK
Royal Mail will leave a card saying that they have attempted to deliver the parcel, but that there was no one in to sign for it. It will give a time after which you can collect it from your local sorting office.
What time will my delivery arrive?
UK
Royal Mail Special Delivery is a next day delivery service. In most instances you will receive your order by 1.00pm. However there are some exceptions to the rule. Please refer to the map and table below to see what time your parcel will arrive:
Rest of Europe
The time of delivery is dependent on the service offered within each specific country.
Note:
- Orders placed on a Friday will be delivered the following Monday
- Orders placed on a Saturday or Sunday will be delivered the following Tuesday
- Delivery is not possible on a Sunday or Bank Holiday
| Next working day by 5.30pm | |
|---|---|
| Mainland Postcode | Area |
| IV21-28, 40, 52-54 | Inverness |
| KW1-14 | Orkney |
| PA28-40 | Argyll |
| PH15, 17-41 | Perthshire |
| Islands Postcode | Area |
| HS1 | Stornoway (Lewis) |
| KA27 | Arran |
| KA28 | Cumbrae |
| KW15 | Kirkwall Town |
| KW16 | Stromness Town only |
| PA41 | Gigha |
| PA42-49 | Islay |
| PA60 | Jura |
| PA77 | Tiree |
| ZE1 | Lerwick (Shetlands) |
| Two working days by 5.30pm | |
| Postcode | Area |
| GY1, GY9 | Herm, Sark (other Channel Islands by noon the next day) |
| HS2 | Lewis |
| HS3 | Harris |
| HS4 | Scalpay |
| HS5 | Leverburgh |
| HS6 | North Uist |
| HS7 | Benbecula |
| HS8 | South Uist |
| HS9 | Castlebay (Barra) |
| IV41-51, 55-56 | Skye |
| PA61 | Colonsay |
| PA62-75 | Mull |
| PA76 | Iona |
| PA78 | Coll |
| ZE2-3 | Shetlands |
| Three working days by 5.30pm | |
| Postcode | Area |
| KW16-17 | Orkney |
| PH42 | Eigg, Muck |
| PH43-44 | Rhum, Canna |
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Questions about a Product
I need more information about a product.
We aim to give, and show, as much information about a product as possible. Our site is designed to show image detailing such as buttons, stitch detailing etc. If you do need any further information call our customer service department who will endeavour to help.
Top of pageWill you be getting any more in?
boohoo.com deal in fast moving fashion. These fashions are constantly evolving and as a result items sell out quickly. When stocks fall below a certain level, there will be an indication when stocks are low (ie only 5 left). When a product is sold out we will do our best to direct you to a similar product. However once a style has been sold out and we will not be getting additional stock.
Top of pageI saw an item in an advert but cannot find it on your site
Many of the items shown in adverts sell out very quickly. When a product is sold out we will do our best to direct you to a similar product. However once a style has been sold out we will not be getting additional stock.
Top of pageThe product I ordered is now reduced.
We aim to inform you of forthcoming special offers in our monthly news letter (sign up). Unfortunately, we cannot reimburse you the difference in price after you have placed an order.
Top of pageOther Questions
Do you have a catalogue?
No, boohoo.com does not print a catalogue.
Top of pageDo you have a Shop?
No, we do not have a shop, we are a UK based Internet Retailer.
Top of pageCan I Contact you by Phone?
As we are an internet company we wish to reduce the amount of calls to our customer service team in order to help maintain our competitive prices. We would therefore prefer you to contact us my email on customerservice@boohoo.com where we will endeavour to answer your query within 2 working days.
If you do however need to speak to one of our customer service team call 0161 236 5335
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