Frequently Asked Questions

If you can't find the answer to your question on this page, please contact Customer Services at customerservices@boohoo.com.

Orders

Do I have to order online?

Yes, as we are an online retailer you can only order online. This is the best way to pay. It is fast, safe and secure.

How can I pay for my order?

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

Is it safe to order online?

You can be assured that shopping with boohoo is safe! We are a member of "Verified by Visa" and "Secure by Mastercard", providing additional security when using your payment cards online. We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.

How do I know that you have received my order?

Once you've placed your order, you will be directed to an order confirmation message, which will contain your order number. This information will also be emailed to you, but it could take up to 30 minutes to arrive in your inbox! Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you.

Can I make changes to my order?

Unfortunately, once you've placed your order, it is not possible to amend any details, as our warehouse team will have already started processing your order!

Can I track my order?

Tracking your order is easy! Just go to the Track My Order page and enter your 8 digit order number.

Can I cancel my order?

To make sure you receive your items as fast as possible, we start processing your order as soon as we receive it. This means that once your order has been placed, you will be unable to cancel it.

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 send us a message with your order ID, the name/product code of the item you were supposed to receive and further details of the problem. Please return the item to us by following the procedure stated in the 'How do I return an item?' section, and we'll do our best to resolve this for you.

Can I exchange an item?

Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. Please return your item/items to us following the method below.

  1. Re-pack the item in its original packaging or in a secure, waterproof package with labels and tags still attached.
  2. Cover your address label with the boohoo returns label found on the bottom right of your delivery note.
  3. Return the package by using the Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting.
  4. Keep your certificate of postage safe as you will need this as your proof of return.

Deliveries

Where do you deliver to?

Our UK delivery service includes England, Scotland, Northern Ireland and Wales, together with the Channel Islands, IOM, IOW and the Highlands and Islands of Scotland.

We also deliver to over 200 countries worldwide and currently offer an International Delivery Service which includes USA, Canada, New Zealand, Australia, United Arab Emirates and the following countries within Europe:

Albania, Andorra, Armenia, Austria, Azerbaijan, Azores, Belgium, Bosnia & Herzegovina, Bulgaria, Corsica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macedonia, Madeira, Malta, Moldova, Monaco, The Netherlands, Norway, Poland, Portugal, Romania, Russian Federation, San Marino, Slovakia Republic, Slovenia, Spain, Spitsbergen, Sweden, Switzerland, Turkey, Vatican City State (Holy See).

Do you deliver to PO Boxes & BFPO addresses?

PO Boxes - We can deliver to some PO Boxes, however we will not be able to deliver to PO Boxes in the United Arab Emirates. The express delivery services for Australia, Canada, New Zealand and USA cannot make deliveries to PO Box addresses. Please use an alternative delivery address or select the standard delivery service.

BFPO addresses - For delivery to BFPO addresses, please ensure that the delivery country selected is United Kingdom and do not write any other address details after the BFPO number on the address, as this can lead to mail being diverted to the wrong BFPO location. Please select the Next Day delivery option only.

Please note: the parcel will not arrive with you next day, but will arrive at the BFPO sorting office the next day to be dispatched from there accordingly.

You should address your parcel as follows:

  • Service No Rank Name
  • Unit/Regt
  • Operation Name (If applicable)
  • BFPO No
  • United Kingdom

How much does delivery cost?

Delivery Offer

Get Free Standard Shipping to New Zealand on all orders over $50

Delivery optionDelivery timesDelivery cost
New Zealand Standard ($50 and over)up to 8 working days. $FREE per order
New Zealand Standard (Orders under $50)up to 8 working days. $10.00 per order
New Zealand Express 2-3 working days.
(Express delivery may take longer in very remote areas)
$20.00 per order
UK SaverUp to 5 working days - if ordered before 8.00pm$8.00 per order
UK Next Day Deliveryif ordered before 8:00pm Monday to Friday, 6pm on Saturday or before 2pm Sunday$12.00 per order
UK Saturday DeliveryOrder before 8.00pm Friday to receive on Saturday$12.00 per order
Republic of Ireland5 working days if ordered before 8.00pm$10.00 per order
EuropeUp to 7 working days. $14.00 per order
Turkey7 – 14 working days. $14.00 per order
USA & Canada Standard6 - 8 working days. $14.00 per order
USA Express1-2 working days. $15.00 per order
Canada Express3 working days. $15.00 per order
Australia Standardup to 8 working days. $4.99 per order
Australia Express2-3 working days.
(Express delivery may take longer in very remote areas)
$9.99 per order
United Arab Emirates7 – 14 working days. $14.00 per order
Swedish StandardUp to 7 working days. $14.00 per order
Danish StandardUp to 7 working days. $14.00 per order
Norwegian StandardUp to 7 working days. $14.00 per order
Rest of the World5 – 14 working days. $11.00 per order

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 delivery charges at your end.

How long will delivery take?

Delivery Offer

Get Free Standard Shipping to New Zealand on all orders over $50

Delivery optionDelivery timesDelivery cost
New Zealand Standard ($50 and over)up to 8 working days. $FREE per order
New Zealand Standard (Orders under $50)up to 8 working days. $10.00 per order
New Zealand Express 2-3 working days.
(Express delivery may take longer in very remote areas)
$20.00 per order
UK SaverUp to 5 working days - if ordered before 8.00pm$8.00 per order
UK Next Day Deliveryif ordered before 8:00pm Monday to Friday, 6pm on Saturday or before 2pm Sunday$12.00 per order
UK Saturday DeliveryOrder before 8.00pm Friday to receive on Saturday$12.00 per order
Republic of Ireland5 working days if ordered before 8.00pm$10.00 per order
EuropeUp to 7 working days. $14.00 per order
Turkey7 – 14 working days. $14.00 per order
USA & Canada Standard6 - 8 working days. $14.00 per order
USA Express1-2 working days. $15.00 per order
Canada Express3 working days. $15.00 per order
Australia Standardup to 8 working days. $4.99 per order
Australia Express2-3 working days.
(Express delivery may take longer in very remote areas)
$9.99 per order
United Arab Emirates7 – 14 working days. $14.00 per order
Swedish StandardUp to 7 working days. $14.00 per order
Danish StandardUp to 7 working days. $14.00 per order
Norwegian StandardUp to 7 working days. $14.00 per order
Rest of the World5 – 14 working days. $11.00 per order

What time will my delivery arrive?

Deliveries can be made any time between 7.00am and 9.00pm.

What if I am not in when my parcel is delivered?

The delivery company may leave the parcel with a neighbour, or if there is a safe, secure location at the property they may leave the parcel there. The delivery company will leave a card saying that they have attempted to deliver the parcel, and provide you with details on where the parcel has been delivered to, how to contact them to re-arrange a delivery time or to advise where you can collect your parcel from.

Will a signature be needed for my delivery?

If you or a neighbour is home to accept the delivery, then a signature will be required. If nobody is home to receive the parcel, then our carriers may attempt to leave it in a safe location. A card may be left to advise you of this, or to confirm that the parcel has been returned to the local depot. You can then contact the courier to arrange collection or to schedule a new delivery date that is more suitable for you.

Can you deliver to a different address than my billing address?

Yes! You can have your parcel delivered to another address. If you choose to have your parcel delivered to you at work, always make sure you put the name of the company or organisation in the address field, as well as the contact name to ensure your parcel is successfully delivered.

Is my postcode eligible for Next Day/Saturday Delivery?

All UK post codes are eligible for Next Day and Saturday delivery, with the exception of those listed below. Unfortunately, International deliveries are not eligible for Next Day or Saturday delivery.

AB (All), BT (All), DD (All), DG (All), FK (All), IV (All), KA (All), KW (All), KY (All), ML (All), PA (All), PH (All), TD (All), GY ( All), HS ( All), IM ( All), JE (All), TR21, TR22, TR23, TR24, TR25, ZE1, ZE2, ZE3

What if my parcel does not arrive?

We ask if you could patiently wait up to 4 days after the promised delivery date to receive your parcel in case of a delivery delay, but we will do our best to get your parcel to you as fast as we can. If you have still not received your order after this time, please contact us stating your order number and we will look into this for you.

We ask if you could patiently wait up to 4 days after the promised delivery date to receive your parcel in case of a delivery delay, but we will do our best to get your parcel to you as fast as we can.

Returns

How long do I have to return an item?

For UK & ROI customers, you are able to return unsuitable items within 14 days of the date shown on the dispatch note.

For USA, Canada, Australia and New Zealand customers please return items within 30 days of the date shown on your dispatch note.

For all other International customers, please return unsuitable items within 14 days of the date you receive the parcel.

Please return unsuitable items in its original packaging. Please note, we cannot offer refunds on pierced jewellery or on swimwear if the hygiene seal is not in place or has been broken.

How much does it cost to return an item?

  • UK/Republic of Ireland - Free of charge. Your free returns label will be included with your parcel.
  • USA, Canada, Australia, New Zealand, Europe/Rest of World - We're sorry but we are unable to offer a free returns service. Returns must be made at your own cost. Please return using a standard trackable service. A returns label for your local returns centre will be included in your parcel.

Returns labels/How do I return an item?

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. Cover your address label with the boohoo returns label found on the bottom right of your delivery note, or download a new one from below.
  3. Return the package by using the Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting.
  4. Keep your certificate of postage safe as you will need this as your proof of return.

Returns to the UK and Ireland are absolutely free. There is a returns label included in your parcel. If you have misplaced this label, you can download a new one below. Remember to add your order number if you download a new returns label. This can be found in Order History in 'My Account'. Please return using a standard trackable service.

We're sorry, but we are unable to offer a free returns service to our international customers. Returns must be made at your own cost. You can download an address label to return your item below. Remember to add your order number if you download a new returns label. This can be found in Order History in 'My Account'. Please return using a standard trackable service.

How long does it take to process my return?

We aim to process your return and refund you as quickly as possible, but it may take up to 21 days for your refund to be processed after you have returned your item(s) to our warehouse. If you have not been refunded after 21 days of returning the item, please contact us with the proof of postage information on your Post Office receipt and we will look into this for you.

We aim to process your refund as quickly as possible, but it may take up to 21 days for your refund to be processed after you have returned your item(s) to our warehouse. If you have not been refunded after 21 days of returning the item, please leave a message in the box below stating the order number and the proof of postage information on your Post Office receipt and we will look into this for you.

How can I track the status of my return?

We will send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund. Kindly note that it can take 3 - 5 working days for the payment to show on your account, depending on your card issuer.

Do you refund the delivery charge?

We will refund the postage charge if you have cancelled your contract with us in accordance with the Distance Selling regulations. Please see our Returns Policy for more information on your cancellation rights.

Can I have an exchange instead of a refund?

Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. Please return your item/items to us using the following method below.

  1. Re-pack the item in its original packaging or in a secure, waterproof package with labels and tags still attached.
  2. Cover your address label with the boohoo returns label found on the bottom right of your delivery note.
  3. Return the package by using the Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting.
  4. Keep your certificate of postage safe as you will need this as your proof of return.

We're sorry to hear that you've received an incorrect or faulty item. Please leave a message in the box below stating the order number, and further details of the issue. One of our customer service agents will be more than happy to look into this for you.

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 stating the order number, and further details of the issue. One of our customer service agents will be more than happy to look into this for you.

Payments

How can I pay for my order?

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

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 there is a query with the payment, either your card issuer or Customer Services will contact you.

Why am I being asked for another password after entering my card details?

This is the 3D Secure Payment option that some banks use. 3D Secure is an added layer of security for credit and debit card purchases online. If you have any problems or forget any information please contact your bank in the first instance.

Promotions

How do I use a promotional code?

Once you've reached the Checkout stage, enter your promotional code into the 'Redeem a promotion code' box, enter the correct code and click 'Continue'. If the code is valid, your discount will be applied!

Please note, only one promotion/discount code is redeemable per order.

What should I do if I've forgotten to use my promotional code?

Unfortunately, we are unable to manually enter discounts after the order has been completed.

Products/Stock

How can I find out more information about a product?

If you can't find the information you need about a product, please don't hesitate to contact us and we'll try our best to help you. Don't forget to check the Style Notes and Details and Care tabs on the product page for more information.

Detailed information regarding a product, such as fabric composition and measurement details can be found in the Style Notes and Details & Care tabs on the product page. If you can't find the information you are looking for, please leave a message, including the product code, in the box below and we'll try our best to help you.

Will you be getting more stock?

Our popular items can sell out quickly as we are all about fast fashion. You can browse our Back In Stock section to see if the product has come back in stock. If this is unavailable why not look for an alternative in our New In section? Please contact us with the item code and/or name and we will let you know if we will be getting more stock in your wanted item!

Our popular items can sell out quickly as we are all about fast fashion. You can browse our Back In Stock section to see if the product has come back in stock. If this is unavailable why not look for an alternative in our New In section? If you are unable to find what you're looking for, please leave a message in the box below with the product code and/or name and we will let you know if we will be getting more stock in your wanted item!

Why can't I find an item that was advertised?

Our advertised products become very popular and sell out quickly. Why not check our Stylefix magazine or Features In The Press section to see if you can find the product you're looking for?

If you can't find what you're looking for, please contact us and we'll try our best to help you.

Our advertised products become very popular and sell out quickly. Why not check our Stylefix magazine or Features In The Press section to see if you can find the product you're looking for?

If you can't find the product, please leave a message in the box below stating the product name and/or code, and we'll do our best to help you.

Do you have a size guide?

Please view our size guide here.

Technical Help

What should I do if I've forgotten my password?

Don't worry if you've forgotten your password! Simply click the 'Forgot your password?' link next to the login button and follow the instructions. Please don't hesitate to contact us if you continue to experience problems.

Don't worry if you've forgotten your password! Simply click the 'Forgot your password?' link by the login button and follow the instructions. Please don't hesitate to contact us via the message box below if you continue to experience problems.

How do I change my email address?

Changing your email address is easy! Simply log into your account using your old email address, and click on 'Edit Email Address/Password' under Account Details. Once you've made your changes, press Continue and your changes will be saved.

Why am I experiencing problems when entering my payment details?

Firstly, make sure you have inputted the correct details by checking all information carefully. Contact your bank to ensure there are no problems with the card. After this, please contact us with details of any error messages received and we will investigate further.

Firstly, make sure that you have entered the correct details by checking all of the information carefully. Contact your bank to ensure there are no problems with the card. After this, please contact us via email or the message box below and we will investigate further.

How do I unsubscribe from your newsletters?

Click the 'Unsubscribe' button at the bottom of the email newsletter

How do I unsubscribe from SMS messages?

Please reply to the SMS message with BLOCK as your message.

General

Do you have a catalogue?

We don't currently print a catalogue, however we do distribute copies of our Stylefix magazine inside our parcels seasonally.

Do you have a shop?

As we are a dedicated online retailer, we do not have a shop.

Can I pre-order an item?

Unfortunately, due to the exclusivity and quick turnaround of our stock, you are unable to pre-order anything at the moment.

How can I contact you?

Please visit our Contact Us page for details of how to get in touch. We aim to respond to queries within 24 hours (Monday-Friday).