Skip to Content (Press Enter) Skip to Footer (Press Enter)

Returns and Refunds

Paperless Returns 28 DAYS TO RETURN REFUNDS WILL TAKE UP TO
 21 DAYS FROM POSTING
READY TO RETURN?
Create a return
How do I return?
1

Repack your items

Repack your items. No packaging, no problem! Just pop your items in something non see-through, sealable & waterproof.

2

Login to our returns portal

You will need your order number and email/last 4 digits of your phone number.

3

Select your preferred return option

Either print your returns label at home or in store. Once you have processed your return in the portal you're ready to post it off.

FYI

  • We’ve gone paperless! You can return using the steps above.
  • 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.
  • Using your own method of return may cause delays in your refund and you may be liable for import VAT and a custom duty charge, if returning internationally. If your items don’t make it back to us, you’ll need to open a dispute with the carrier.
  • Please note a returns charge of £1.99 per parcel will be deducted from your refund amount. Returns are FREE for premier customers.

We've gone paperless! You can generate a returns label from our website, attach it to your parcel and then send it back to us. We have printer-less options too if you don’t have a printer!


Ready to Return? Click here.

Please note we've extended our returns to 28 days so a typical refund may take longer than usual.


On average a refund will take up to 21 days: 14 days to be returned, checked and processed, with up to 7 days for it to make its way through the banking system.


If you are using Royal Mail, EVRi or InPost the tracking will show it delivered to our nearest distribution centre. We’ll email you as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.


If you paid for your order with a gift voucher a replacement to the value of the refund will be issued. If we receive your return outside of the returns policy timeframe, you may also receive your refund as a voucher.


If you've waited more than 28 days with no email from us, please get in touch by going to the Contact Us tab on this page.

You've got 28 days to send something back to us from the day you receive it. Unfortunately we cannot accept returns after this time.


Ready to Return? Click here.

We try to process returns ASAP but some refunds can take up to 14 days to be processed + your banks handling time (up to 7 days).


For some banks and credit cards your refund can show on the same date as the original purchase, sometimes it can also show as the same transaction. If you paid via PayPal it can take up to 48 hours from receiving your refund confirmation email for the refund to show in your account. If your bank account is linked to your PayPal account it can take a further 14 days for this refund to hit your bank account - this is due to PayPal processing times.


Please wait 14 days before contacting us about your refund if you haven’t heard from us yet. If it’s been 14 days, we’ll get this looked into for you ASAP; just head over to our Contact Us section with the below information


  • Your name
  • Order number
  • Product name and codes of the items you returned
  • A picture of your proof of postage

You won’t be able to attach an image of the proof of postage just yet (unless you’re contacting us via WhatsApp) but make sure you have one ready for when you receive a reply from us.


You may have received your refund as a voucher if your items were returned to us after the returns policy timeframe. If this could be the case, please check your emails including spam and junk.

Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

We'll refund your delivery charge if you return all of the items from the order and cancel your contract with us within 14 days for any countries within the EEA. You can cancel your contract here. If you decide to keep one of the items, you need to pay for delivery. We don't refund delivery charge for those countries listed outside of the EEA.

You've got 28 days to send something back to us from the day you receive it. Click here to start a return.


A payment is due on my invoice but I haven’t received by refund yet?

If you've returned items from an order paid for with Klarna, and you're near the end of your invoice period, we'd recommend extending the deadline to avoid payment charges, this can be done by contacting Klarna or via the Klarna app.

On average a Klarna refund will take up to 15 days: 14 days to be returned, checked and processed, with an extra day for your invoice to be updated.

If you have any questions about extending your invoice, please contact Klarna Customer Service. boohoo aren't able to extend your invoice.


I’m returning part of my order but keeping some item, how will this affect my invoice?

The value of any items returned will be deducted from your outstanding balance, you should continue to make any payments that are due for the remaining instalments. It takes up to 24 hours from your return being processed by us for your invoice to be updated – we’ll send you an email as soon as your refund has been processed.

If you have already paid your invoice or the value of your return is higher than your outstanding balance, then you will receive a refund from Klarna for the items that you have returned.

As per our policy, UK returns are chargeable therefore if you do not have a premier delivery subscription, there will be an outstanding charge of £1.99 on your invoice that would need to be covered by you. (Returns are free for customers with a premier delivery subscription)

You've got 28 days to send something back to us from the day you receive it. Click here to start a return.


A payment is due on my invoice but I haven’t received by refund yet?

If you've returned items from an order paid for with clearpay, and you're near the end of your invoice period, we'd recommend extending the deadline to avoid payment charges, this can be done via the clearpay app. Just follow the steps below:

  1. 1. From the Orders Details menu, select Returning an Order.
  2. 2. Following the prompts, enter the order details as instructed.

On average a ClearPay refund will take up to 15 days: 14 days to be returned, checked and processed, with an extra day for your invoice to be updated.

If you have any questions about extending your invoice, please contact clearpay . boohoo aren't able to extend your invoice.


I’m returning part of my order but keeping some item, how will this affect my invoice?

The value of any items returned will be deducted from your final payment first, you can find out more and see an example of how this works by clicking here. It takes up to 24 hours from your return being processed by us for your invoice to be updated.

If you have already paid your invoice or the value of your return is higher than your outstanding balance, then you will receive a refund from clearpay for the items that you have returned.

As per our policy, UK returns are chargeable therefore if you do not have a premier delivery subscription, there will be an outstanding charge of £1.99 on your invoice that would need to be covered by you. (Returns are free for customers with a premier delivery subscription)

You will be charged per parcel you return, if multiple returns are made on the same order, additional fees will apply. To save on returns cost, its best to return your items in one parcel.

If you have received a faulty or an incorrect item, please contact customer services click here

As per our policy, returns are chargeable therefore the outstanding £1.99 charge on your BNPL invoice would need to be covered by you.

OUR RETURNS POLICY

If you are a customer in the UK or European Economic Area (EEA), you get 14 calendar 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) at number 4.

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.

• Items must be returned within 28 days of receipt.

• Items must be unworn, unwashed and unused with the original labels still attached.

• Pierced jewellery cannot be returned for health and hygiene reasons, unless in a sealed and unopened packet.

• Underwear and swimwear can only be returned if the hygiene seal has not been removed.

• Beauty products, accessories and fashion facemasks cannot be returned for hygiene reasons.

• Shoes must be tried on indoors.

Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.

CANCELLING A CONTRACT UNDER THE CONSUMER CONTRACTS REGULATIONS

If you’re a customer in the UK or EEA, you get 14 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, see how to do this below. You'll then receive a full refund as per the policy above.

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.

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.

 
HOW TO RETURN AN ITEM

Start a Return

FAULTY GOODS

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section.

To help us get this fixed for you ASAP, when you first contact us please include the following information;

  • Your name
  • Order number
  • Product name and code
  • Picture of the fault
  • Description of the fault

(The product name and code can be found on your order confirmation email).

If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
Please note we've extended our returns to 28 days so a typical refund may take longer than usual.

Customers will receive a refund within 14 days of us receiving the item(s) or, in the event that we do not receive your returned item(s), within 14 days of you providing us with proof of return via one of our chosen carriers. It could then take up to 7 additional days for the refund 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 minus the cost of £1.99 for returning the item to us.

If we receive your return outside of the returns policy timeframe, you may receive your refund as a voucher. This will be emailed to you within 24 hours.

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.

If you choose to return via any method other than one of our chosen carriers (options given when arranging a return via our portal above), you will remain responsible for the item(s) until we receive them, and we will not be liable for providing a refund if we do not receive your item(s).

CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND?

Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

What's this?