Returns

1. What is your returns policy?

We hope that you will love everything you buy from us, however if this is not the case, we promise to refund any item you are unhappy with when you return it to us in a saleable condition within 14 days of the date shown on your dispatch note. For hygiene reasons, some products are non-returnable. This is indicated in the product description.

Please ensure that lingerie and swimwear items are tried on over your own underwear. In the interest of hygiene, we may refuse returned items where we reasonably consider that this has not been done.

When returning items to us, please place your returned goods in their original packaging and do not remove any labels or tags.

2.How much does it cost to return an item?

UK customers - Returns are free of charge and a free returns label is included with your parcel. However, please note that when you return an item we will withhold a £2.00 restocking fee per return.

Republic of Ireland – If you would like to make a return, we have set up a return process with An Post that allows you to return unwanted items free of charge by using the postage-paid label provided with your order. There is no re-stocking fee for Republic of Ireland customers.

Australia - Unfortunately we are unable to offer a free returns service to our Australian customers. For returns made, these must be returned at your own cost. However you will not have to pay the restocking fee. Please return to the following address: Boohoo Returns Centre, Customs Agency, Services Pty Ltd, PO Box 87, Brooklyn Park SA 5032.

Rest of the world – Unfortunately we are unable to offer a free returns service to our overseas customers. For returns made outside the UK or Republic of Ireland, these must be returned at your own cost. However you will not have to pay the restocking fee.

Please note that unless products are faulty, we will be entitled to recover any direct costs of having to recover the products from you. In such an occurrence we may set such costs against the amount re-credited to you in the refund.

3. How do I return an item?

If you would like to return an item to us please re-pack your parcel and attach the free returns label on the front of it. If you are a registered customer please notify us of your intention to return the item by logging your return online.

How do I log my return online?

To notify us of your return, please follow the below online returns procedure. Please note, if you are not a registered customer you should instead include a note inside your returned parcel indicating the reason for your return.

Online returns procedure:

1. Log into ‘My Account’ and click ‘View Order History’
2. Select the relevant order and click on the item(s) you wish to return with the return reason selected. Please ensure you select all the items that are to be returned before you select ‘Return Item’
3. Choose a return for reason and click on Add to Return List. Be sure to take note of your RMA number. Your return will be logged online.
4. The parcel must then be returned back to us via the Post Office counters.

How do I return my parcel?

Please follow the below process for returning your parcel to us:

1. Repack the item in its original packaging with labels and tags still attached.
2. Please include your returns note inside the parcel and add your RMA number under ‘Returns Reference’
3. Cover your address label with the boohoo.com address label found on the bottom right of your delivery note.
4. 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.
5. Keep your certificate of postage safe as your will need this as your proof of return.

UK customers - We have set up a return process with Royal Mail which allows you to return unwanted items free of charge by using the postage-paid label provided with your order.

4. How do I return a faulty item?

If you receive a faulty item and would like a refund, please state the fault on your returns note which you include inside the returned package, please see ‘How do I return an item?’. We will then examine the returned product and will notify you of any refund you are entitled to via email within a reasonable period of time.

5. How long will my refund take to be processed?

If you would like to return an item, we will refund you within 30 days of the day that we email you to confirm that you are entitled for a refund. Please note, this is provided that the product returned is received back to us within the 14 day returns period or is faulty.

Faulty products returned by you will be refunded in full, including a refund for the delivery charges for sending the item. However if there is more than the returned faulty item in the same order, the delivery charge will not be refunded.

In the event that we do not receive your returned goods, we will ask you to provide the certificate of posting from the Post Office as proof of postage. We reserve the right to refuse a refund if you are unable to provide the certificate of posting.

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

6. What is the £2 restocking fee?

For UK customers, unless you have cancelled your contract with us (Please see ‘What are my cancellation rights?’), we will deduct a £2.00 re-stocking fee from any refund to your debit / credit card / Paypal account. This cost is in respect of the cost we will incur in administering the return. This is also applicable when free delivery has been received as part of a promotion on our website.

However, we will not deduct a re-stocking fee in respect of products which were delivered faulty or incorrectly by us, or where you have cancelled your contract within the 7 day cooling-off period (please see ‘What are my cancellation rights?’).

7. Can I exchange an item?

Unfortunately, we are not able to process exchanges at this moment in time. If you would like to return an item, please return your item as outlined in the above sections and we will happily process a refund for you.

8. What are my cancellation rights?

In addition to our returns policy, you can cancel your contract with us at any time within 7 working days beginning on the day after you receive the product(s) which are subject to the contract (“cooling-off period”).

To cancel your contract, you must notify us in writing within the 7 day Cooling-Off Period to:

Wasabi Frog Limited,
49/51, Dale Street,
Manchester,
England,
M1 2HF

You must then return the products as outlined in accordance with ‘How do I return an item?’. Notification of return of your products via the online procedure will not constitute notification of cancellation of your order for the purposes of your statutory rights to cancel the contract. Please note that in order to cancel your contract, you must return all the products that were covered by the order. You must take reasonable care of the products that you wish to cancel and not use or wear them. If you cancel your contract with us, we will refund the amount due to you, including delivery charges, within 30 days of the day you have given notice of your cancellation.

References in this Returns Policy to: "we" and "us" are to Wasabi Frog Limited; "Products" are to products listed on our website www.boohoo.com ("Website"); and "Contract" are to the contract between you and us in respect of the sale of Products via our Website. Each time you make a purchase of Product(s) via our Website, you enter into a Contract with us. If you buy a number of Products in one order to be delivered to the same address, the Contract shall cover all the Products in that order. If you order Products to be delivered to different delivery addresses, there shall be a separate Contract in place in respect of each delivery address and each Contract shall cover all the Products being delivered to that address. For further information about the Contract, please read our Terms and Conditions.