Frequently Asked Questions

You can track your order here

Your order number will be on your dispatch email, parcels can only be tracked after they've been dispatched.

Deliveries are made between 8am and 9pm. On the rare occasion deliveries are delayed due to unforeseen circumstances, most arrive the following day.

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

Sorry an item's missing; please double check it's on your order confirmation, check your emails (including junk/spam) to see if you've been sent an email about it going out of stock or your order could be arriving in more than one parcel. If none of these apply and your expected delivery date has passed, then please head over to our Contact Us section within 14 days of your order being delivered and we will sort it for you.

Some of our items do come back in stock, so keep checking back!

To get this fixed for you ASAP please ask our virtual agent Layla for an instant answer or head to our 'Contact Us' section where you can drop us an email or you can reach us via private message on Facebook.

When you message, please include the following information:

• Your name
• Order number
• Product name and code of the item ordered
• Product name and code of the item received
• Picture of the incorrect item and a description of the incorrect item received

If you choose to email, please have an image of the incorrect item ready for when you receive a reply, as you won’t be able to attach the image on the form just yet.

Please do not return the item to us without speaking to our Customer Care team.

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 go to our 'Contact Us' tab, 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 and a 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' tab 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.

The carrier has been unable to deliver your parcel to you (you may not have been in or they might not have been able to gain access to your property). If your tracking is showing as being returned to us, you can wait for your parcel to come back and we will give you a refund when it does.

If the carrier was unable to deliver this time it may be worth checking out the carriers app, many of our carrier will allow you to add instructions for the driver or a preferred safe place / neighbour for your parcel to be left with if you're not in. We also have other delivery options such as click & collect and locker collection which may be more suitable for future deliveries.

Some deliveries to Northern Ireland will be shipped via the Republic of Ireland, this is nothing to worry about and happens due to the ferry connection that our carrier uses.

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes to your address.

Click here to start your return.

Ready to return to our partnered brand DBZ? Click here to start your return.

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.

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

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.

I can't see the refund on my bank statement

We try to process returns ASAP. 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.

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.

If you have received a refund confirmation email from us but still can’t see the refund on your account, 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

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.

I’ve paid with Klarna – How do returns & refunds work?

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.

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(s), 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 refund being issued 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.

I’ve paid with Clearpay – How do returns & refunds work?

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

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 refund being issued 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.

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

1. OUR RETURNS POLICY If you are a customer in the UK or the European Union (EU), you get 14 calendar days under law to cancel your order if you change your mind. However, we may, in our sole discretion, offer you a longer period for returns from time to time. This cancellation period starts from the day after you receive your order. If your order is split into more than one delivery, then the cancellation period will start on the day after you have received all of the Products in your order. Find out how to return your Product(s) at paragraph 5 below.

If you receive faulty Products, you may also have a right to return these Products and to ask us to repair or replace them, or get a refund. Further details on this are set out below.

Please note that, with the exception of any Products which are faulty (for which, see paragraph 2 below):

Any Product(s) returned must be sent to us within 14 days from the date you notify us of your intention to return the Product(s). Returned Products should be sent back to us in their original condition, together with the original packaging and all tags. All Products are inspected on return. When trying on clothing, please be careful with the Product (e.g. don’t apply excessive force when pulling zips) and don’t wear products that could mark or scent a Product (such as make-up, fake-tan, perfume, deodorant, cologne etc.). Returned Products must be unworn and unwashed. We will not accept returned Products that show any signs of having been worn or washed, including where the Products are stained or otherwise marked or damaged.

If a Product is returned to us that has been worn, used, damaged, or is otherwise in an unsaleable condition, we reserve the right to refuse your refund. Alternatively, we reserve the right to reduce your refund value to reflect any reduction in the value of a Product.

In addition:

Pierced jewellery cannot be returned for health and hygiene reasons if the packaging has been removed, or the seal has been removed, tampered with, or broken. Underwear, swimwear and fashion facemasks can only be returned if the hygiene seal has not been removed and all tags remain intact. Beauty products (including facial and body products) and accessories cannot be returned for hygiene reasons, if they have been opened, used or if the protective seal is not intact. Returned shoes must not have been worn outside, however they may have been tried on indoors (but not on any stone or tiled floors). Any returned footwear must be in its original box (if any) and original shoe or dust bag (if any). Electrical Products may have their own specific warranty period or additional terms relating to returns. Please see further details on any product page. In some cases, electrical Products may not be returned if the packaging has been tampered with or opened, or if any hygiene seal (where applicable) has been tampered with, or is broken. This does not affect any other rights you may have under the law.

2. RESTRICTIONS TO YOUR ACCOUNT We reserve the right in our sole discretion to block your customer account, in circumstances where you breach this Returns Policy, Fair Usage Policy or breach our Website Terms of Use or Terms and Conditions of Sale , including by returning Products in a used condition, or failing to return Products relating to cancelled orders.

Where we suspect fraudulent activity, including in circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning Products after they have been used or worn, or Products returned do not match what you ordered, we reserve the right to withhold refunds and restrict your account (and any associated accounts) from placing orders in the 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.

If your account has been restricted and you need to make a valid return, please Contact Us and we can provide you with further assistance, although you may be responsible for the cost of returning Products to us. We reserve the right to take legal action in the case of fraudulent activity on your account, whether suspected or proven.

This does not affect any rights you may have under law.

3. INCORRECT, MISSING OR DAMAGED PRODUCTS If you receive a Product that is incorrect or damaged please head over to our Contact Us section and let us know as soon as possible, so that we can consider the matter further.

When you first contact us please include the following information by way of a report of the fault:

Your name. Order number. Date of purchase. Date of discovery of the fault. Product name and code. Picture and/or video of the fault. Description of the fault. (The product name and code can be found on your order confirmation email). If you believe there is an item missing from your order please contact us within 14 days of delivery of your order otherwise the order will be deemed accepted.

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

Once we receive the information requested above, we will consider the issue and we may need to ask you for some further details before we can make a decision on how (if at all) we can help you.

If we accept that the Product(s) is incorrect, missing or damaged, we may in our discretion, offer you a refund or partial refund, which may be by way of e-gift voucher. Our decision on this will depend on our assessment of the fault issue. If we do not accept that the Product(s) is incorrect, missing or damaged, we shall inform you of our decision.

If we do not accept that the Product is faulty, we shall inform you of our decision.

Please be assured that any information you provide will be handled in accordance with our Privacy Notice. Our Privacy Notice is available here.

Any decision by us does not affect any other consumer rights you may have under law.

4. CONTACTING US TO CANCEL YOUR ORDER If you receive a Product that is incorrect or damaged please head over to our Contact Us section and let us know as soon as possible, so that we can consider the matter further.

When you first contact us please include the following information by way of a report of the fault:

Your name. Order number. Date of purchase. Date of discovery of the fault. Product name and code. Picture and/or video of the fault. Description of the fault. (The product name and code can be found on your order confirmation email). If you believe there is an item missing from your order please contact us within 14 days of delivery of your order otherwise the order will be deemed accepted.

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

Once we receive the information requested above, we will consider the issue and we may need to ask you for some further details before we can make a decision on how (if at all) we can help you.

If we accept that the Product(s) is incorrect, missing or damaged, we may in our discretion, offer you a refund or partial refund, which may be by way of e-gift voucher. Our decision on this will depend on our assessment of the fault issue. If we do not accept that the Product(s) is incorrect, missing or damaged, we shall inform you of our decision.

If we do not accept that the Product is faulty, we shall inform you of our decision.

Please be assured that any information you provide will be handled in accordance with our Privacy Notice. Our Privacy Notice is available here.

Any decision by us does not affect any other consumer rights you may have under law.

5. HOW TO RETURN A PRODUCT & HOW MUCH DOES IT COST? UK & INTERNATIONAL RETURNS

Please note that if you choose to return via any method other than one of our chose carriers, you will remain responsible for the items including for any loss or damage until we receive them.

For International returns, you will need to pay for your return, you can find out the postage price in the portal or you will be asked to download a returns label and pay for postage at your local post office. Please use a trackable service and keep your proof of postage receipt until after your refund is processed.

If you use the returns portal, the process for returns is as follows:

Repack your Products. Login to our returns portal. You will need your order number and email/last 4 digits of your phone number. 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! Make sure you keep proof of postage! Keep an eye on your return tracking. You'll get an email once we receive your returned Product. If you do not use the returns portal, then you can repack the Products for returning at your own cost. In this case, please ensure that the return parcel is marked clearly with the wording "Return to supplier" or wording having similar effect.

Good to know... We've gone paperless! You'll no longer receive a delivery note in your parcel.

6. HOW LONG DOES IT TAKE TO PROCESS MY RETURN? It can take up to 28 days from the date of your return for your parcel to be delivered back to our warehouse and your refund processed. On receiving your return, the next step is for us to check the Product(s). Once our checks are complete, we’ll refund you for the accepted Products returned unless there are any issues with the Product(s) returned as follows:

If you paid using a credit or debit card, we will process your refund within 14 days of us receiving the Products, and the funds should appear on your bank statement around 7 working days thereafter (exact timing will depend on your card issuer). If you paid for your order with a gift voucher or store credit, the value of the returned Product will be credited back to your boohoo account. If you paid using a “buy now, pay later” service provider, we will notify the relevant service provider that you have returned your Products to us, and the relevant service provider will process your full or partial refund as applicable, in accordance with its terms and conditions. Please note that different refund processing times may apply, and you should review the applicable terms for your chosen service provider for further information. Finally, 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.

7. CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND? Unfortunately, we don’t offer an exchange facility at this time. Simply return your Product(s) by following these easy steps on the 'How do I return?' section and reorder for a replacement.

8. CAN I DISPUTE MY REFUND? If you are not happy with your refund, and you wish to dispute this, you must do so within 28 days of receiving your refund.

We often have promos running on our website, please remember to apply the promo when at the checkout and to enter any promo code exactly as displayed on the website.

If you're having issues applying a promo to your order, these are some of the things to check:

Is there a time limit to the promo? Some of our promos have time limits, your order must be placed before the promo ends to be applied to your order. Only one code can be used per order, if you already have a promo applied then we wont be able to apply another to the same order. Check for any exclusions, some of our promos exclude products from some categories on our website. If you're using a delivery promo make sure you have selected the correct delivery method for the promo to work.

If you experiencing error messages when making a payment, firstly, make sure you have inputted the correct details by checking all the information correctly

If your credit or debit card was declined, check to see if your card is expired, out of date or your card billing address is different to the billing address on your boohoo account.

If the above doesn't help, your Credit Card Company or bank will have more information.

If using PayPal, please contact PayPal directly if your payment has been declined.

If you're still facing problems then please contact us with the following information:

What operating system you use (e.g. iOS, Android, Windows Vista, Mac OS X) What Internet Browser you are using or if via our App (e.g. Internet Explorer 8, Firefox, Safari, Chrome) What payment method you were trying (e.g. PayPal, Visa) A description of the problem and what time the problem occurred

We have updated our privacy notice to ensure we’re complying with new changes in data protection law. You can find out more about your rights, choices and how we use your information in our new Privacy Notice.

These rights include the ability to control your marketing preferences. You can tell us you no longer wish to continue receiving marketing information from us at any time. If you would like to update your contact preferences you can do this by logging into My Account and editing your ‘Contact Preferences’. If you’ve forgotten your password, at the account log in page select the forgotten password option and follow the steps to reset. If that doesn't work, please get in touch by going to the 'contact us' tab on this page.

If you don’t have an account you can also unsubscribe or ‘opt-out’ by using the unsubscribe button and following the link included in the footer of any marketing emails.

Please allow up to a week for this to be processed. If you have any other queries in relation to how your data is managed you can contact our Data Protection Officer at DPO@boohoo.com.

IMPORTANT LEGAL NOTICE! These are the legal terms and conditions under which we or the Concessionaire Brands supply the products (“Products”) listed on our website www.boohoo.com (“our site”) to you. Please read these terms and conditions (“Terms and Conditions”) carefully before ordering any Products from our site. By placing an order to purchase any or our Products, you agree to be bound by these Terms and Conditions together with our Website Terms Of Useour Privacy Policy, our Privacy Notice,and our Return Policy , regardless of whether or not you choose to register with us. These Terms and Conditions tell you who we are, how we will provide Products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

1. INFORMATION ABOUT US www.boohoo.com is operated by Boohoo.com UK Limited (“We”). We are a company registered in England and Wales under company number 05723154 and with our registered office at 49/51 Dale Street, Manchester, England M1 2HF. Our UK VAT number is 185 4874 61. Our email address is customerservices@boohoo.com. If we need to contact you, we will do so by writing to you at the e-mail address or postal address you provided to us in your order, unless you have asked us to contact you by any other means. When we use the words “writing” or “written” in these terms, this includes e-mails.
2. THE CONTRACT AND CONCESSIONAIRE BRAND Where you place an order on our site for a Product sold by Boohoo, the contract for the sale of the Product is between you and Boohoo; and Where you place an order on our site for a Product sold by Debenhams DBZ Limited, 49-51 Dale Street, Manchester, M1 2HF registered no. 14840908 (the "Concessionaire Brand"), Boohoo acts as the Concessionaire Brand's disclosed agent and not as principal. This means the Contract for the sale of such Products is made between you and the Concessionaire Brand, on the terms and conditions set out in this document. Other than concluding sales as a disclosed agent on the Concessionaire Brands’ behalf, Boohoo has no responsibility to you in respect of Contracts made with the Concessionaire Brand and all references in the remainder of these terms and conditions to "We", "us" or "our" shall be deemed to refer to the Concessionaire Brand.
3. SERVICE AVAILABILITY Some restrictions are placed on the extent to which We accept orders from specific countries. These restrictions can be found on our “Deliveries” page here.
4. YOUR STATUS You may only purchase Products from us if: you are legally capable of entering into a binding contract with us (for example, in England and Wales you must be at least 18 years old); you are an authorised user of the credit or debit card or payment account (ie Paypal, Afterpay or Laybuy) used to pay for your order; and, are resident in a country that we deliver to (please see our “Deliveries” page here for further information).
5. HOW THE CONTRACT IS FORMED BETWEEN YOU AND US Once you have placed your order, you should receive an e-mail from us acknowledging that We have received your order (but please contact us if you do not receive this e-mail). Please note this does not mean that your order has been accepted. All orders are subject to availability and acceptance by us (which We may refuse for any reason). After you submit your order, we immediately contact your bank or card issuer for authorisation to take payment from your account. We will not process your order until payment has been received in full. If we accept your order We will confirm this to you by sending you a further e-mail confirming the Product is being processed ready for dispatch at which point the contract between us ("Contract") will be formed. As soon as you place your order, we start to process your order which means you will not be able to change it before delivery, but you may be able to return your Products under clause 8 of these terms and conditions or under our Returns Policy. here. From time to time We may make minor changes to a Product to reflect changes in relevant laws and regulatory requirements. These terms and conditions, and any Contract between us, are only in the English language. Please note that We may not necessarily keep a copy of your Contract. You should keep a copy of these terms and conditions and your order for future reference.
6. DELIVERY Your order will be fulfilled by the delivery date set out in the Dispatch Confirmation or, if no delivery date is specified, then as soon as reasonably possible (depending on the delivery service you have selected). In any event, delivery will take place no more than 30 days after the day your Contract is entered into. If no one is available at your address to take delivery and the Products cannot be posted through your letterbox or left in a safe place, after three failed attempts, we may end the Contract and clause 13 will apply. Delivery of your order will be complete when We deliver the Products to the address you gave us and the Products will be your responsibility from that time. You will own the Products once We have received payment in full. The images of the Products on our site and in our other advertising materials are for illustrative purposes only. Your Products may vary slightly from those images. Although We have made every effort to display and print the colours of the Products accurately, We cannot guarantee that your computer's display of the pictures, or the pictures in our other advertising materials, accurately reflect the colours of the Products that will be delivered to you. Please note postcode restrictions apply and that orders placed with the Concessionaire Brand can only be delivered within the UK mainland and Northern Ireland. Check your eligibility on the product page. Working Days excludes Sunday and Bank Holidays and Saturdays for the Concessionaire Brand. Please note postcode restrictions apply. Delivery times and costs may be increased where the Products are shipped outside the UK. Check your eligibility here. here. Working Days excludes Sunday and Bank Holidays If you wish to dispute delivery of your order, you have 28 days starting from the day that the tracking status for you order is updated by the carrier as fulfilled (i.e. updated as delivered to the address set out in the Dispatch Confirmation). We reserve the right to request evidence, before issuing any refund of the price paid and/or any associated delivery costs In addition, if you order Products from us for delivery to a destination outside the UK: (a) your order may be subject to import duties and taxes which are applied when it reaches the delivery destination. Please note that we have no control over these charges and we cannot predict their amount. You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order. We will not be liable or responsible if you do not pay any such import duties or taxes; (b) you must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law; and (c) please see our Returns Policy herefor details on returning any Products to us from a destination outside the UK Next Day excludes most Concessionaire Brand items.
7. INTERNATIONAL DELIVERY If you order Products from us for delivery to a destination outside the UK: your order may be subject to import duties and taxes which are applied when it reaches the delivery destination. Please note that We have no control over these charges and We cannot predict their amount. You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order. We will not be liable or responsible if you do not pay any such import duties or taxes; you must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law; and if you return any Products to us from a destination outside the UK, please ensure that the return parcel is marked clearly with the wording “Return to supplier” or wording having similar effect.
8. PRICE AND PAYMENT The price payable for the Products shall be as shown on our site in pounds sterling (GBP). Prices advertised on our site include UK VAT at the relevant rate chargeable for the time being, but exclude delivery charges which are payable in addition and shown separately during the checkout process. We can change the prices on our site at any time without notice, but changes will not affect orders which We have already accepted. However, if the rate of VAT changes after the date of your order, We will adjust the rate of VAT you pay unless you have already paid for the Products in full before the change in VAT takes effect. We accept payment by debit card, credit card, Apple Pay (iOS only), PayPal, Clearpay, Klarna, and Laybuy. We accept the following cards: Visa, VISA Electron, Mastercard, Maestro, American Express. You must pay for the Products (including all applicable delivery charges), and We will charge the card you have chosen to use to pay for your order once you reach the final billing page and submit your order. We immediately contact your bank or card issuer for authorisation to take payment from your account. If you are using Clearpay, such payment will be subject to additional terms between you and Clearpay, available at https://www.clearpay.co.uk/en-GB/terms-of-service. For more information about how Clearpay will handle your personal data see their Privacy Policy, available here. If you pay using Klarna, such payment will subject to additional terms between you and Klarna, available at https://www.klarna.com/uk/terms-and-conditions . See https://www.klarna.com/uk/customer-service for further information about Klarna. For more information about how Klarna will handle your personal data see their Privacy Policy, available at https://www.klarna.com/uk/privacy-notice. Late fees may apply. If you are using Laybuy, such payment will be subject to additional terms between you and Laybuy, available at https://www.laybuy.com/uk/consumer-terms. For more information about how Laybuy will handle your personal data see their Privacy Policy, available here. If you are using Paypal Pay In 3, such payment will be subject to additional terms between you and PayPal available at https://www.paypal.com/uk/webapps/mpp/paypal-payin3/terms. For more information about how PayPal will handle your personal data see their Privacy Policy, available here. See https://www.paypal.com/uk/webapps/mpp/paypal-payin3/faq for further information about PayPal Pay In 3. If We accept and process your order where there is a pricing error that is obvious and unmistakable and which could reasonably have been recognised by you as a mispricing, We may end the Contract, refund to you any sums you have paid under the Contract and require the return of any Products provided to you. Our liability to pay for the Product is satisfied once Boohoo has received your payment in full in accordance with clause 8.4 above, irrespective of whether the Product is sold by Boohoo or the Concessionaire Brand. Boohoo is entitled to use the proceeds of your payment at its absolute discretion, to the extent that such use will have no effect on the satisfaction of your liability in relation to your purchase of the Product. If you wish to apply a voucher code to your order, you must enter the relevant code during the online checkout process.Up to five voucher codes can be used per order and additional terms and conditions may apply in respect of each voucher code. We reserve the right to decline to accept any voucher code that is invalid for your order or that has expired.
9. YOUR RIGHT TO CANCEL THE CONTRACT If you are a consumer in the UK or the European Union ("EU"), you have a legal right to cancel a Contract if you change your mind, until 14 days after you receive (or someone you nominate receives) the Product(s), unless the Products are split into several deliveries over different days, in which case you will have until 14 days after the day you receive (or someone you nominate receives) the last Product which you ordered under the Contract which you wish to cancel. We are entitled to extend your period for cancellation at our discretion and you should review our Returns Polily herefrom time to time for further information. You are entitled to exercise your rights to cancel an order in respect of any one, or all Products from an order. Please see our Returns Policy herefor more details. You may be entitled to a repair, replacement, or refund where you receive faulty Products, or your Products become faulty. Please let us know as soon as reasonably possible after becoming aware of a fault with your Product. For further information, please see our Returns Policy here The right to cancel a contract under clause 9 does not apply to cosmetics and pierced jewellery or on swimwear and lingerie if the hygiene seal is not in place or has been broken; vitamins and supplements, medicines and toiletries if the hygiene or product seal has been broken or is no longer in place or if the product is not in its original packaging (if applicable), unless faulty; returned shoes must not have been worn outside, however they may have been tried on indoors (but not on any stone or tiled floors). Any returned footwear must be in its original box (if any) and original shoe or dust bag (if any); items of homeware including bedlinen, mattresses and toppers, and pillows must be unused and in their original unopened packaging; electrical products may have their own specific warranty period or additional terms relating to returns, please see further details on any product page and in some cases, electrical products may not be returned if the packaging has been tampered with or opened, or if any hygiene seal (where applicable) has been tampered with, or is broken; furniture items must be in new and unused condition, unassembled and in their original packaging; perishable items (including but not limited to food, alcohol or flowers); unwrapped computer software (including CDs and DVDs); custom-made items and personalised items; and vitamins or supplements where the seal has been broken. If you wish to cancel a Contract under clauses 9.1 to 9.3 above, please let us know within the timescales set out under those clauses. There are a few ways to contact us, you can: Email us: customerservices@boohoo.com WhatsApp us: +44 333 311 0802 Facebook us Here Tweet us Here Write to us via post: boohoo.com UK Limited, PO Box 553, Burnley, BB11 9GD. You may use a copy of the cancellation form availablehere but you are not required to do so. For full details on returns and items that are excluded from being returned, please see our Returns Policy here If you cancel a Contract under clause 9.1 before you receive the Products, but after the Products have been dispatched to you, you must return them to us once received. You must send off the Products for return within 14 days of telling us that you wish to cancel the Contract. If you choose to return the Products using any method other than one of our nominated carriers (available via our UK returns service) you will remain responsible for the Products including for any loss or damage, until we receive them. Please see our Returns Policy here for further information about how to return Products to us. If you wish to cancel a Contract with the Concession Brand, you will need to follow the instructions provided in your parcel delivery note. If you do not use this service in accordance with instructions set out in delivery note, then you will be responsible for the cost of returning the Products to us.
10. RETURNS
11. As an alternative to using your rights under clause 9, you may wish to return an item using our UK returns service. For further information on returns please see our Returns Policy. The process for returning your Products is dependent on whether the individual item was supplied by Boohoo or by the Concession Brand. In order to check if your individual item is from a Concession Brand, please check on your order confirmation before returning the Products in line with our Returns Policy.
12. If you choose to return the Products using any method other than one of our nominated carriers (available via our UK returns service), you will remain responsible for the Products, including for any loss or damage, until we receive them.
13. 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, or if we suspect that you have not returned items to us and/or have provided us with counterfeit proof of return, 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
14. YOUR RIGHT FOR A REFUND (UK AND EEA CUSTOMERS ONLY) If you are a consumer in the UK or EEA and you cancel your Contract under clause 9, We will: refund you the price you paid for the Products. However, please note that We may reduce your refund to reflect any reduction in the value of the Products, if this has been caused by your handling them in a way which would not be permitted in a shop. If We refund you the price paid before We are able to inspect the Products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount; and
15. refund any charges you have paid for delivery of the Products to you, although the maximum refund for delivery costs will be the least expensive delivery method We offer to your delivery destination; and make any refunds due to you by the method you used for payment: 14 days after the day on which We receive the Products back from you or, if earlier, 14 days after the day on which you provide us with evidence that you have sent the Products back to us via one of our nominated carriers; or in respect of services only, 14 days after you inform us of your decision to cancel the Contract If you choose to return the Products using any method other than one of our nominated carriers, you will remain responsible for the Products until we receive them, and we will not be liable for providing a refund if we do not receive the Products, or if they are damaged when we receive them. In such circumstances, you should contact the carrier you have used to return the Products. Please see our Returns Policy here for more information about returns and refunds.
16. FAULTY PRODUCTS If you are a consumer, We are under a legal duty to supply Products that are in conformity with the Contract. Nothing in these terms and conditions will affect your legal rights in relation to Products that are faulty or defective. If you consider that any Product We have supplied is faulty or mis-described, please notify us using the contact details set out in clause 9.6-9.9. If you discover that your Product is faulty after 14 days, we reserve the right to request evidence, such as images of the defect, before issuing any refund of the price paid and/or any associated delivery costs.
17. FAIR USAGE POLICY To further protect against fraud and misuse of our returns services, we have put together a Fair Usage Policy. All returns and purchases must comply with our Fair Usage Policy. Fraudulent, Suspicious, or Unusual Returns Activity Your account may be flagged for fraudulent, suspicious, or unusual returns or purchasing activity. When reviewing your account, we will primarily consider: excessive returns, far beyond the rest of our customer-base; the number of orders placed; the percentage of orders retained; the value of each order; complaints about unreceived orders; missing items; unusual activity patterns; returned items that we suspect have been worn; returned items that have signs of wear and tear; and returned items that do not correspond with the order. At our discretion, we reserve the right to suspend or close your account. In serious cases, we may also refuse to provide a refund and take legal action where necessary. Following account suspension or closure, [you will be required to pay the shipping cost for any valid returns]. Valid returns will be refunded as usual. In future, we may increase the cost of returns for accounts that do not abide by the Fair Usage Policy. Nothing in this Fair Usage Policy shall affect your statutory rights.
18. OUR RIGHTS TO CANCEL THE CONTRACT We may end the Contract at any time by writing to you if: you do not make any payment to us when it is due; you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Products; or you do not, within a reasonable time, allow us to deliver the Products to you. We may also end the Contract in the circumstances set out in clause 7.5, clause 7.6. or clause 13. If We end the Contract in any of the situations set out in clause 13.1, We will refund any money you have paid in advance for the Products We have not provided but We may deduct or charge you reasonable compensation for the costs We will incur as a result of your breaking the Contract.
19. OUR LIABILITY If We fail to comply with these terms and conditions, We are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failing to use reasonable care and skill, but We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the Contract was made, both We and you knew it might happen. We only supply the Products for domestic and private use. If you use the Products for any commercial, business or resale purpose, We will have no liability to you for any loss of profit, loss of business, loss of anticipated savings, business interruption or loss of business opportunity. We do not in any way exclude or limit our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation or any matter for which We may not exclude or limit our liability under any applicable law.
20. EVENTS OUTSIDE OUR CONTROL We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control. An Event Outside Our Control means any act, event, omission or accident beyond our reasonable control. If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract, We will contact you as soon as reasonably possible to notify you and our obligations under the Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, We will arrange a new delivery date with you after the Event Outside Our Control is over. You may cancel a Contract affected by an Event Outside Our Control if there is a risk of substantial delay. To cancel a Contract under this clause 14 please contact us using the details set out in clause 8.2.
21. INTELLECTUAL PROPERTY RIGHTS All and any Intellectual Property Rights in the Products shall be owned by us or our licensors. All such rights are reserved.
22. OTHER IMPORTANT TERMS Nothing in these terms and conditions shall affect your rights as a consumer under the applicable law in the jurisdiction in which you are resident. If We have to contact you, We will do so by in writing or telephone, using the contact details you provided to us in your order, unless you have asked us to contact you by any other means. When We refer in these terms and conditions to “in writing”, this includes e-mail. We may change these terms and conditions from time to time. The terms and conditions that apply to your Contract will be those that are displayed on our site when you place your order. We may transfer our rights and obligations under the Contract to another organisation. We will tell you in writing if this happens and We will ensure that the transfer will not affect your rights under the Contract. You may only transfer your rights or your obligations under these Terms to another person if We agree in writing. Where the Contract relates to Products sold by the Concessionaire Brand, the Contract is between you and the Concessionaire Brand. Alternatively, where the Contract relates to Products sold by Boohoo, the Contract is between you and the Concessionaire Brand. No other person shall have any rights to enforce any of its terms. The Contract is between you and us. No other person shall have any rights to enforce any of its terms. Each of the paragraphs of these terms and conditions operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect. If We fail to insist that you perform any of your obligations under these terms and conditions, or if We do not enforce our rights against you, or if We delay in doing so, that will not mean that We have waived our rights against you and will not mean that you do not have to comply with those obligations. If We do waive a default by you, We will only do so in writing, and that will not mean that We will automatically waive any later default by you. Please note that these terms and conditions are governed by English law. If you are a consumer, this means a Contract for the purchase of Products and any dispute or claim arising out of or in connection with it will be governed by English law, except that if you are not resident in England then English law shall apply only to the extent that it does not override any mandatory laws of the country in which you have your usual place of residence. In respect of any dispute or claim relating to a Contract, if you are a consumer you and We both submit to the non-exclusive jurisdiction of the courts of England and Wales, but nothing in this clause shall limit your legal rights to bring actions against us or to require proceedings to take place in the country in which you have your usual place of residence. If you are not a consumer, you and We both submit to the exclusive jurisdiction of the courts of England and Wales. This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
23. AFTER-SALES SERVICE Questions, comments or requests regarding these terms and conditions or our Products should be addressed to customerservices@boohoo.com. If you have any questions, comments, requests or complaints regarding any Product supplied under a contract with the Concessionaire Brand these should be addressed to customerservices@boohoo.com. If you have any complaints these should be addressed to boohoo by email to customerservices@boohoo.com. If you are not satisfied with how We have handled any complaint, you may wish to request that the complaint be referred for alternative dispute resolution (where an independent body considers the facts of the dispute and seeks to resolve it without you having to go to court). Disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform, which can be found here.
24. BOOHOO PREMIER – ANNUAL SUBSCRIPTION FOR UNLIMITED FREE DELIVERY Membership – Boohoo Premier is valid for 12 months and is only available to individuals residing in the UK. To purchase Boohoo Premier click here Boohoo Account - you must have a registered Boohoo customer account and be logged in to your customer account to use Boohoo Premier. Availability - Boohoo Premier is available for delivery to UK addresses. Please note postcode restrictions apply. Check your eligibility here. The service in the following areas may take 3 – 5 working days: Channel Islands, Highlands & Islands of Scotland, Shetlands. Minimum Spend – for all subscriptions after 12am 02.03.2023 (including renewals after this date) boohoo premier free next-day delivery is available for delivery to UK addresses on orders of £10 or over. We reserve the right to amend the minimum spend order of £10 during the applicable term, provided we give reasonable notice to you. Orders below the spend of £10 will be delivered as free standard delivery. Minimum Spend Changes – during your subscription period, we may vary the minimum spend amount. In the event of this, we will provide you with at least 30’ days written notice before any changes come into effect. Should you decide not to continue with your subscription because of the variation to the minimum spend amount, you have the right to terminate your subscription at any time before the minimum spend change takes effect. You will receive a pro-rated refund based on the number of full months left on your subscription. Orders – you must place your order in accordance with Boohoo’s Next Day Delivery timescales. Returns – you shall be entitled to one free return per order during your annual subscription. Any additional items which are subsequently returned to us in respect of the same order shall be at your cost (currently priced at £1.99). Boohoo reserves the right to increase the price for additional returns in respect of the same order. Delivery - Boohoo reserves the right to alter the delivery service valid in this promotion at any time; in this case you will be offered the delivery service available at that time free of charge. Exclusions - The UK Next Day Evening Delivery service (10pm to midnight) is expressly excluded from Boohoo Premier. - Thursday 26th November 2020 to Wednesday 2nd December 2020 boohoo Premier Next Day Delivery service will be unavailable. Terms & Conditions – Terms & Conditions – You are responsible for using Boohoo Premier in accordance with the terms and conditions. Boohoo reserves the right to accept or refuse membership and to change any terms and conditions at its discretion. Boohoo will inform you of any significant changes to these terms and conditions. All other applicable Boohoo terms and conditions apply, including the General Terms and Conditions and the Fair Use Policy. Any breach will result in termination of your membership and no refund will be given. Personal use only - Boohoo Premier is for personal use only. Delay outside of our control - Boohoo will not be held responsible for any delay or failure to comply with our obligations if the delay or failure arises from any cause which is beyond Boohoo’s reasonable control. Termination - We may decide to terminate your Boohoo Premier account and you will be given a prorated refund based on the number of whole months remaining in your membership. We will not give any refund for termination related to conduct that we determine, in our discretion, violates these terms or any applicable law, involves fraud or misuse, or is harmful to Boohoo’s interests or another user. Postal address - Boohoo Premier IS only available for delivery to UK addresses. Please note postcode restrictions apply. Check your eligibility here here . The Boohoo Premier service and Boohoo Student Premier in the following areas may take 3–5 working days (rather than “next day”): Channel Islands, Highlands & Islands of Scotland, Shetlands. Boohoo Premier Perks – Boohoo may introduce other temporary perks for members in such as exclusive offers, promotions and free returns. These perks may be cancelled, changes and withdrawn by boohoo at any time without notice as they do not form part of the Membership. The Boohoo Premier service in the following areas may take 3–5 working days (rather than “next day”): Channel Islands, Highlands & Islands of Scotland, Shetlands.
25. PROMOTION TERMS AND CONDITIONS Official boohoo promotion codes entitle you to an offer on your online order from www.boohoo.com. To utilise your promotion code, click the "redeem a promotion code" button on the order summary page and enter the specific code. Please note, promotion codes can only be used once per transaction and cannot be used in conjunction with any other promotion or offer. Promotion codes are territory specific, remain our property, are not transferable and are not valid for the purchase of gift cards or gift vouchers. There is no cash alternative. Promotion codes and related offers are not open to employees of boohoo.com and we reserve the right to withdraw them and refuse or restrict any order at any time. Promotion codes are only valid on boohoo.com for payments made by residents of the United Kingdom and Ireland in Sterling, where enabled, Euros, US or Australian dollars. Payment by Euros, US or Australian dollars can be enabled by selecting the appropriate flag in the dropdown currency selection menu in the top right-hand corner on the homepage.
26. GIFT CARD TERMS AND CONDITIONS By purchasing, using, or accepting a Boohoo e-gift card (e-gift card) or physical gift card in selected stores (store gift card) (each being a Gift Card and, together or in any combination, the Gift Cards), you agree to enter into a contract with Boohoo and to be bound by these Terms and Conditions together with our Privacy Policy and Terms of Use and our website Terms and Conditions which are incorporated into these Terms and Conditions. Please read them carefully before purchasing, using or accepting a Gift Card. By purchasing, using or accepting a Gift Card, you accept that your contract with us for the Gift Card will be governed by these Terms and Conditions together with our Privacy Policy and Terms of Use and our website Terms and Conditions.

Boohoo / we / our means boohoo.com UK Limited. We are a limited company registered in England and Wales under company number 05723154 and with our registered office at 49/51 Dale Street, Manchester, England M1 2HF. Our UK VAT number is 185 4874 61.

Our Gift Cards are managed by Jigsaw Business Solutions Ltd (which is a limited company incorporated in England and Wales under company number 08663917) (Jigsaw). We may use Jigsaw and other third parties to perform any or all of our responsibilities relating to your Gift Card.

You / your means only the person who has purchased the Gift Card from us or in selected stores. If you nominate another person to receive and use your Gift Card, you are authorising that person to use your Gift Card and any balance on your Gift Card.

Gift Cards are not cheque guarantee, credit, charge cards, e-money or regulated payment instruments. Please note that Gift Cards are not regulated as payment instruments under the Payment Services Regulations 2017 and amounts on them are not electronic money under the Electronic Money Regulations 2011. Accordingly, rights and protections under those regulations do not apply and the Financial Conduct Authority does not supervise this service or the Gift Cards.

PURCHASING AN E-GIFT CARD

You can purchase an e-gift card online at boohoogiftcards.com in the UK only. You can purchase up to five e-gift cards in any one transaction. E-gift cards cannot be purchased in conjunction with any other items on boohoo.com in the same transaction.

E-gift cards may be purchased and activated for a minimum value of £5 and a maximum value of £500. E-gift cards are only available in GBP. Payment for e-gift cards is accepted by debit card, credit card and PayPal. You cannot purchase an e-gift card using another Gift Card.

Payment on boohoogiftcards.com will be taken by a third party company, Stripe, and will show on your bank statement as “Boohoo Gift Cards”.

Any digital GBP eGifts activated after 1st March 2023 will have an expiry of 12 months, anything prior to this will be 24 months. For any physical gift cards, please refer to the T&C’s on the back of the product’

PURCHASING A STORE GIFT CARD

You can purchase a store gift card at selected stores in the UK only.

Store gift cards may be purchased and activated, for a minimum value of £15, and a maximum value of £100. Store gift cards are only available in GBP, and will be activated at the time of purchase.

Payment for store gift cards will be taken by the selected store from which it is purchased (or by the third party used by the selected store to process the payment). .

E-GIFT CARD DELIVERY

Once your e-gift card order has been approved by us and your payment to us has cleared for the full purchase value of your e-gift card, your e-gift card will be delivered to the email address you nominate for delivery when completing your order. The email address you nominate for delivery should be yours or the person you have nominated to receive and use your e-gift card.

Your e-gift card will not be delivered until your payment to us has cleared for the full purchase value of your e-gift card.

Provided your payment has cleared, your e-gift card will be delivered to your nominated email address on the specific date you nominate for delivery when placing your order. The specific delivery date you nominate for delivery when placing your order must be within 2 months of the date of your order. If your payment has not cleared by the specific date you nominate for delivery, your e-gift card will be delivered after your payment has cleared.

If you do not nominate a specific date for delivery when placing your order, your e-gift card will be delivered to your nominated email address on the date of your order, provided your payment has cleared. If your payment has not cleared on the date of your order, your e-gift card will be delivered after your payment has cleared.

Boohoo do not accept responsibility for any losses resulting from any e-gift card being delivered to an incorrect email address due to errors made by you within your order. You must therefore take extra care when entering details in your order.

REDEEMING A GIFT CARD

Your Gift Card can only be used to make purchases online at boohoo.com in the UK. Any purchases made using any amount on your Gift Card by you or any other person will also be subject to our website Terms and Conditions, Terms of Use and Privacy Policy. The amount on your Gift Card cannot be used to purchase items from any of boohoo’s affiliate brands, including boohooman, prettylittlething, nastygal, misspap, karenmillen, coastfashion, warehouse or oasis. Unless they are offered for Sale by a Concessionaire Brand on boohoo.com.

To use any amount on your Gift Card, the user will be required to enter the 8-digit PIN which can be found, in relation to e-gift cards, on the delivery email which is sent to you (or the person you have nominated to receive and use your e-gift card), or, in relation to store gift cards, on the back of the physical card. Up to five Gift Cards can be used in any one transaction.

If the entire amount on your Gift Card has not been spent, the remaining balance will be updated after every transaction and will remain on your Gift Card to use until expiry.

The amount on your Gift Card can be used towards the purchase amount of items that are priced higher than the balance of your Gift Card, provided that you or the user making the transaction also pay the difference for such items using one of our prescribed payment methods.

EXPIRY

The day of activation is the date on which either: (a) the e-gift card is actually delivered to your nominated email address, or (b) you purchase the store gift card and it is activated by the selected store from which it is purchased, as applicable.

Any digital GBP eGifts activated after 1st March 2023 will have an expiry of 12 months, anything prior to this will be 24 months. For any physical gift cards, please refer to the T&C’s on the back of the product’

Your Gift Card cannot be redeemed or used once it has expired.

CHECK BALANCE

Your e-gift card balance can be checked online here

RETURNING ITEMS PURCHASED WITH AN E-GIFT CARD

If you or the person you have nominated to receive and use your Gift Card have purchased items with a Gift Card, but then subsequently return the items and are entitled to a refund for them in accordance with our general website Terms and Conditions, any money owing by us for the refund will be added to the remaining balance on the Gift Card first, with any remainder refunded to the other prescribed payment method used you used to pay.

CORRUPTED, DELETED, LOST, STOLEN, DESTROYED, DAMAGED OR USED GIFT CARDS

Boohoo shall not be responsible if a Gift Card is corrupted, deleted, lost, stolen, destroyed or damaged or used (as applicable) without permission. We reserve the right to refuse to accept a Gift Card which we deem to have been duplicated, tampered with, damaged or otherwise suspect has been affected by fraud.

We cannot be held responsible for e-gift cards that cannot be delivered due to the recipient’s spam filters, firewalls, capacity of the mailbox, and any other factors outside our control.

Boohoo is unable to replace Gift Card(s) if lost, stolen, destroyed or damaged.

CANCELLATION OF YOUR E-GIFT CARD

This section is not applicable to a store gift card.

You have the right to cancel your e-gift card within 14 days of your order being placed at your nominated email address for delivery provided that you give Boohoo formal written notice of your intention to cancel by contacting our customer services team at: groupcomplaints@boohoo.com, and provided that you have not used the funds on your e-gift card. If you decide to exercise your cancellation right, Boohoo will refund the amount of your e-gift card to the original payment method used to purchase the e-gift card within 30 days of our customer services team receiving your written notice of cancellation.

CANCELLATION OF YOUR STORE GIFT CARD

Unless the applicable store’s purchasing terms specifically allow for cancellation, a gift card purchased in store cannot be cancelled once purchased except in accordance with your statutory legal rights.

GENERAL

Gift Cards and their balance cannot be returned or refunded, in whole or in part, except in accordance with your statutory legal rights. Gift Cards and their balance cannot be resold, exchanged for cash or transferred for any value by you or anyone else other than for purchasing items from boohoo.com in the UK only. No cash change will be given on purchases made using a Gift Card.

We reserve the right to cancel any order for your e-gift card and refund any monies you have paid to us if we discover any pricing or other errors in relation to the order prior to the time of dispatch. We will contact you in these circumstances and will give you the opportunity to place a new order. Your refund will be processed within 5 working days.

We reserve the right to cancel any order made using any balance on your Gift Card and will refund any monies redeemed and paid to us from your Gift Card back to a new e-eift Card if we discover any pricing or other errors in relation to the order prior to the time of dispatch. We will contact you in these circumstances and will give you the opportunity to place a new order using a new e-gift card. Your refund will be processed within 5 working days.

We reserve the right to terminate your order for your e-gift card, if we believe you have breached any of these Terms and Conditions or if we suspect fraudulent activity. We also reserve the right to terminate any order made using any balance on your Gift Card, if we believe you (or the person placing the order) have breached any of these Terms and Conditions or if we suspect fraudulent activity. If we terminate your order we will refund the sums you have paid to us within 5 working days, less any costs directly incurred by us as a consequence of your breach of these Terms and Conditions.

We reserve the right to change or add to these Terms and Conditions for security, legal or regulatory requirements. We will give you at least one month’s notice of any such changes or additions.

If you require further information about our Terms and Condition, or your use of your Gift Card, please contact a member of our customer services team at: groupcomplaints@boohoo.com

Terms and Conditions relating to boohoo £1K Prize Customer Surveys The promoter of Boohoo's boohoo £1K Prize Customer Surveys ("Prize Draw") is Boohoo.com UK Limited of 49/51 Dale Street, Manchester M1 2HF ("Promoter").

1. Eligibility

1.1. This Prize Draw is open to individuals in the UK only for people aged over 18 years or over, except for employees of the Promoter, their immediate family, sponsors of the Prize Draw and their employees who are directly associated with the administration of the Prize Draw.

1.2. 1.2. Individuals who are under the age of 18 must have the consent of a parent or guardian over 18 to enter the Prize Draw. The Promoter reserves the right to obtain proof of such consent and to refuse entry or to choose another winner if such proof, where requested, has not been given.

1.3. 1.3. All Entries by the entrant must be submitted via completing our customer surveys and being signed up to the boohoo mailing list.

2. The Competition

2.1. 2.1. The title of the competition is boohoo £1K Prize Customer Surveys

3. How to enter

3.1. To enter the Prize Draw entrants must:

3.1.1. 3.1.1. Be signed up to our boohoo mailing list and complete our £1K cash prize customer surveys.

3.2. 3.2. Entries must be made between 10:00 (GMT) on the 25th January 2025 and 23:59 (GMT) on 2nd February 2025 ("Prize Draw Period") to be valid./p>

3.3. Entries received after the end of the Prize Draw Period will not be valid.

3.4. 3.4. All entrants (including the winners) must comply with any reasonable directions given to him or her by the Promoter in connection with the Prize Draw. Failure to comply with such directions may result in an invalid Entry and/or withdrawal of the Prize.

3.5. No bulk, third party or automated entries are permitted.

4. Winner selection and contact

4.1. 4.1. The winner of the Prize Draw will be contacted by the email address they used to complete the survey on or around the 3rd February 2025 with details of how to claim their prize.

4.2. 4.2. The winner will be selected by random selection via email. The decision of the Promotor shall be final. No correspondence will be entered into in respect of any decision made in connection with this Prize Draw.

4.3. If any Winner fails to provide their Details to the Promoter within 48 hours of the Promoter contacting the winner and asking them to provide the Details in accordance with clause 3.3 then the Promoter acting in its absolute discretion may:

4.3.1. make further attempts to contact that Winner; and/or

4.3.2. withdraw the Prize from that Winner.

5. Prize

5.1. A Winner will be awarded a cash prize of £1,000 (the “Prize”).

5.2. The Prize will be actioned in response to a completed cash credit form being sent by boohoo and submitted and returned by the winner.

5.3. 5.3. The Prize is non-transferable and non-refundable, and the winners cannot request any alternative prize (cash or otherwise). There will be one (1) winner announced.

6. Winner publicity

6.1. The Promoter reserves the right to publish each Winner's name and Entry on the promoter’s official social media accounts, including but not limited to Twitter, Instagram, Facebook, You Tube, Snapchat, Tik Tok or any other media include its app and, on its website, found at www.boohoo.com.

6.2. By entering the Prize Draw, if you are a Winner you agree to your Entry being published in accordance with clause 6.1 and to take part in and co-operate fully with all reasonable publicity accompanying or resulting from this Prize Draw without further recompense.

7. Entry requirements

7.1. Any Entry that is deemed by the Promoter, in its sole discretion, to be unlawful, obscene, vulgar, pornographic, hateful, threatening, discriminatory, offensive or which may otherwise bring the Prize Draw or Promoter into disrepute will be excluded from the Prize Draw and the Promoter reserves the right to take any further action in respect of such Entry that it deems appropriate.

7.2. The Promoter will fully co-operate with any law enforcement authorities or court order requesting or directing the Promoter to disclose the identity of or to locate anyone posting or linking any content to its social media accounts and/or pages which infringes any third-party rights or is in breach of any of these Terms and Conditions or any applicable law.

8. Use and display of Entries and copyright

8.1. The copyright subsisting in the Entry must belong to the entrant. Entrants will retain copyright in the Entries they submit. Entrants must not have infringed the rights of any other party or breached any laws when submitting their Entries. If an Entry contains reference to or images of a person, the consent of that person (or their parent or guardian if they are under 18) must have been obtained.

8.2. By submitting an Entry:

8.2.1. you license and grant the Promoter, its affiliates and sub-licensees an exclusive, royalty free, perpetual, worldwide, irrevocable and sub-licensable right to use, reproduce, modify, adapt, publish and display such content for any purpose in any media including, but not limited to the Promoter’s website and app, social media accounts as set out at clause 6.1, marketing materials, press releases, newsletters and promotional material, including an external above the line advertising and marketing, including billboard and transport without further compensation, restriction on use, attribution or liability;

8.2.2. you waive any moral rights or similar rights in respect of your entry to which you may be entitled (at the time of submission or in the future) under the Copyright, Designs and Patents Act 1988 as amended time to time or under any similar applicable laws in force from time to time in force anywhere in the world;

8.2.3. you acknowledge that third parties will have access to and will be able to republish your Entry in accordance with the terms of use of the social media platform through which your Entry is submitted.

9. Liability

9.1. Except for death or personal injury caused by negligence of the Promoter or its agents or representatives or for fraud or fraudulent misrepresentation, neither the Promoter, nor its agents or representatives assume responsibility for:

9.1.1. any Prize that is not redeemed;

9.1.2. any personal property;

9.1.3. any loss of enjoyment or wasted expenditure;

9.1.4. any system failures or malfunctions of any third party websites;

9.1.5. any incomplete, lost, delayed or late Entries;

9.1.6. any failure to fulfil obligations of any third parties involved in this Prize Draw;

9.1.7. any fault, malfunction, damage, loss or disappointment suffered by the participants in the Prize Draw howsoever arising from participating in the Prize Draw;

9.1.8. communications line failure, regardless of cause, with regard to any equipment, systems, networks, lines, satellites, servers, computers or providers utilized in any aspect of this Prize Draw;

9.1.9. inaccessibility or unavailability of the internet, or any website (including without limitation any social media web sites) or any combination thereof through dial up, broadband, mobile internet or WAP connections;

9.1.10. any injury or damage to a participant which may be related to or arising from the Prize Draw or the Prize;

9.1.11. if for any reason the Prize Draw or any website in connection with the Prize Draw is not capable of running as planned for reasons which may include without limitation, infection by computer, virus, tampering, unauthorized intervention, fraud, technical failures, or any other causes which may corrupt or affect the administration security, fairness, integrity or proper conduct of this promotion; and/or

9.1.12. any other matter outside of their reasonable control.

9.2. Nothing in these Terms and Conditions affects your statutory rights.

9.3. To the extent permitted by law, all conditions, warranties, and other terms which might otherwise be implied by statute or common law are expressly excluded from these Terms and Conditions.

9.4. The Winners agree to indemnify and keep indemnified the Promoter, its group of companies and their officers, employees, and agents from and against all liabilities, losses, damages and expenses (including legal and other professional fees) arising out of or in connection with any allegations or claims resulting directly or indirectly from:

9.4.1. their Entry into this Prize Draw; and/or

9.4.2. their receipt and use of any Prize.

10. General

10.1. The Promoter reserves the right to cancel or amend the Prize Draw or these Terms and Conditions if it has reasonable grounds for doing so. Any changes to the Prize Draw or these Terms and Conditions will be announced by the Promoter through its Instagram accounts.

10.2. By entering the Prize Draw you accept these Terms and Conditions as in force at the time you submit your Entry.

10.3. Any person who provides their Details to the Promoter in connection with this Prize Draw accepts:

10.3.1. these Terms and Conditions; and

10.3.2. the use of their personal data by the Promoter:

10.3.2.1. for the purpose of administration of the Prize Draw (including publishing the names of the Winners and any administration relating to the Prize); and

10.3.2.2. any other purpose for which they have consented.

10.4. The use of any personal data by the Promoter shall be in accordance with the Promoter's Privacy Policy which can be found on the Promoter’s website at www.boohoo.com/restofworld/privacy-policy/pcat/privacy.

10.5. Without prejudice to clause 7.1, the Promoter reserves the right to exclude any Entry from the Prize Draw if it deems it to be ineligible or otherwise invalid and the Promoter shall have complete discretion in this respect.

10.6. No responsibility can be accepted for lost Entries or incomplete Entries. Proof of Entry is not proof of receipt.

10.7. If any provision of these Terms and Conditions (or part of any provision) is found by any court or other competent authority to be invalid, unenforceable or illegal, the other provisions shall remain in force.

10.8. If any invalid, unenforceable or illegal provision would be valid, enforceable and legal if some part of it were deleted, the provision shall apply with whatever modification is necessary to give effect to the commercial intention of the Promoter.

10.9. No failure or delay by a party to exercise any right or remedy provided under these Terms and Conditions or by law or any abandonment of any such right or remedy shall constitute a waiver of that or any other right or remedy, nor shall it preclude or restrict the further exercise of that or any other right or remedy.

10.10. No single or partial exercise of such right or remedy shall preclude or restrict the further exercise of that or any other right or remedy.

10.11. For the names of the Winners or for a copy of these Terms and Conditions please send a stamped addressed envelope together with your written request to boohoo £1K Prize Customer Surveys, 49-51 Dale Street, Manchester, M1 2HF.

10.12. The Prize Draw, these Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim which may arise out of or in connection with the Prize Draw or these terms.

TERMS AND CONDITIONS OF USE These terms and conditions apply to the entire contents of the website under the domain name www.boohoo.com ("Website"). Please read these terms carefully before using this Website. References to “us,” “we,” “our” or similar derivations refer to Boohoo.com UK Limited, the owner and operator of the Website. Your attention is in particular drawn to paragraphs 7 and 8 of these terms and conditions. Using this Website indicates that you accept these terms and conditions together with our Privacy Notice and Cookies policy and all applicable laws and regulations regardless of whether or not you choose to register with us. If you do not accept these terms and conditions, do not use this Website. You should print a copy of these terms and conditions for future reference.

2. License Unless otherwise stated, the copyright and other intellectual property rights in all material on this Website are owned by us, our licensors, advertisers or content suppliers. Except as expressly provided nothing contained herein shall be construed as creating any license or right under copyright, trademark or other intellectual property rights. You may store, manipulate, analyze, reformat, print and display the content supplied solely for your own personal and non-commercial use. In no event are you permitted to publish, distribute or otherwise reproduce in any format any of the content or copies of the content supplied to you or which appears on the Website. Any use of extracts from this Website other than as permitted above for any purpose is prohibited. If you breach any of the provisions of these terms and conditions, your permission to use this Website automatically terminates. boohoo.com is a trade mark. No license or consent is granted to you to use these marks in any way except as expressly provided herein, and we reserve all rights in these and any related marks. You agree not to use these marks or any marks, which are colorably similar without the written permission of Boohoo.com UK Limited. Subject to clause 2.1, no part of the Website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or service without our prior written permission. Any rights not expressly granted in these terms are reserved.
3. Service access While we endeavor to ensure that this Website is available 24 hours a day, we shall not be liable if for any reason this Website is unavailable at any time or for any period. We give no warranties as to the availability, performance or accessibility of the Website. Access to this Website may be suspended temporarily and without notice at our discretion including without limit in the case of system failure, maintenance or repair or for reasons beyond our control.
4. Links and Advertisements Links to third party websites on this Website are provided solely for your convenience. If you use these links, you leave this Website. We have not reviewed these third party websites and do not control and are not responsible for these websites or their content or availability. We, therefore, do not endorse or make any representations about them, or any material found there, or any results that may be obtained from using them. If you decide to access any of the third party websites linked to this Website, you do so entirely at your own risk. We reserve the right to display advertisements on the Website and on your login pages of third party products and/or services which may be of interest to you. Please be aware that the products and services advertised are not provided by us and are provided by third parties over whom we do not have control. You should satisfy yourself that you wish to purchase those products or services and that you agree to the third party’s terms and conditions before contracting with them. We accept no liability for any products or services or information provided by third party providers. If you would like to create a link to this Website, you may only do so with our prior written consent.
5. Registration Each registration is for a single user only. We do not permit you to share your user name and password with any other person nor with multiple users on a network. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone. Responsibility for the security of any passwords rests with you.
6. Disclaimer While we endeavor to ensure that the information on this Website is correct, we do not warrant the accuracy and completeness of the material on this Website. We may make changes to the material on this Website, or to the services provided on it, at any time without notice. The material on this Website may be out of date, and we make no commitment to update such material. The material on this Website is provided "as is", without any conditions, warranties or other terms of any kind. Accordingly, to the maximum extent permitted by law, we provide you with this Website on the basis that we exclude all representations, warranties, conditions and other terms (including, without limitation, the conditions implied by law of satisfactory quality, fitness for purpose and the use of reasonable care and skill) which but for these terms and conditions might have effect in relation to this Website.
7. Liability The material displayed on our site is provided without any guarantees, conditions or warranties as to its accuracy. To the extent permitted by law, we, other members of our group of companies and third parties connected to us hereby expressly exclude: All conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity. Any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with our site or in connection with the use, inability to use, or results of the use of our site, any websites linked to it and any materials posted on it, including, without limitation any liability for: Loss of income or revenue; Loss of business; Loss of profits or contracts; Loss of anticipated savings; Loss of data; Loss of goodwill; Wasted management or office time; and for any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable. Nothing in these terms and conditions shall exclude or limit our liability for: death or personal injury caused by negligence; or fraud; or misrepresentation as to a fundamental matter; or any liability which cannot be excluded or limited under applicable law. If your use of material on the Website results in the need for servicing, repair or correction of equipment, software or data, you assume all costs thereof. Any transmission of data to the Website is at your own risk. You accept the inherent security risks of providing information and dealing on line over the internet. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorized access. We will not be held responsible for any breach of security unless this is due to our negligence or willful default. 7.5 You have read this disclaimer and agree to it on the basis that you agree it is reasonable.
8. Indemnity You agree to indemnify, defend and hold harmless Boohoo.com UK Limited, its directors, officers, employees, consultants, agents, and affiliates, from any and all third party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from, without limitation, your use of the Website, your breach of these terms and conditions, your infringement of any intellectual property right or any other right of any person or entity, or your breach of any duty of confidence or privacy, or any defamatory statements made by you in any form.
9. Termination We may at any time terminate or suspend any part of the Website without notice to you.
10. Governing law and jurisdiction These terms and conditions are to be construed in accordance with the laws of England and Wales and irrespective of your place of domicile, in the event of any dispute associated with these terms You agree and accept to be bound by the terms of our Privacy Notice.

1. OUR RETURNS POLICY If you are a customer in the UK or the European Union (EU), you get 14 calendar days under law to cancel your order if you change your mind. However, we may, in our sole discretion, offer you a longer period for returns from time to time. This cancellation period starts from the day after you receive your order. If your order is split into more than one delivery, then the cancellation period will start on the day after you have received all of the Products in your order. Find out how to return your Product(s) at paragraph 5 below.

If you receive faulty Products, you may also have a right to return these Products and to ask us to repair or replace them, or get a refund. Further details on this are set out below.

Please note that, with the exception of any Products which are faulty (for which, see paragraph 2 below):

Any Product(s) returned must be sent to us within 14 days from the date you notify us of your intention to return the Product(s). Returned Products should be sent back to us in their original condition, together with the original packaging and all tags. All Products are inspected on return. When trying on clothing, please be careful with the Product (e.g. don’t apply excessive force when pulling zips) and don’t wear products that could mark or scent a Product (such as make-up, fake-tan, perfume, deodorant, cologne etc.). Returned Products must be unworn and unwashed. We will not accept returned Products that show any signs of having been worn or washed, including where the Products are stained or otherwise marked or damaged.

If a Product is returned to us that has been worn, used, damaged, or is otherwise in an unsaleable condition, we reserve the right to refuse your refund. Alternatively, we reserve the right to reduce your refund value to reflect any reduction in the value of a Product.

In addition:

Pierced jewellery cannot be returned for health and hygiene reasons if the packaging has been removed, or the seal has been removed, tampered with, or broken. Underwear, swimwear and fashion facemasks can only be returned if the hygiene seal has not been removed and all tags remain intact. Beauty products (including facial and body products) and accessories cannot be returned for hygiene reasons, if they have been opened, used or if the protective seal is not intact. Returned shoes must not have been worn outside, however they may have been tried on indoors (but not on any stone or tiled floors). Any returned footwear must be in its original box (if any) and original shoe or dust bag (if any). Electrical Products may have their own specific warranty period or additional terms relating to returns. Please see further details on any product page. In some cases, electrical Products may not be returned if the packaging has been tampered with or opened, or if any hygiene seal (where applicable) has been tampered with, or is broken. This does not affect any other rights you may have under the law.

2. RESTRICTIONS TO YOUR ACCOUNT We reserve the right in our sole discretion to block your customer account, in circumstances where you breach this Returns Policy, Fair Usage Policy or breach our Website Terms of Use or Terms and Conditions of Sale , including by returning Products in a used condition, or failing to return Products relating to cancelled orders.

Where we suspect fraudulent activity, including in circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning Products after they have been used or worn, or Products returned do not match what you ordered, we reserve the right to withhold refunds and restrict your account (and any associated accounts) from placing orders in the 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.

If your account has been restricted and you need to make a valid return, please Contact Us and we can provide you with further assistance, although you may be responsible for the cost of returning Products to us. We reserve the right to take legal action in the case of fraudulent activity on your account, whether suspected or proven.

This does not affect any rights you may have under law.

3. INCORRECT, MISSING OR DAMAGED PRODUCTS If you receive a Product that is incorrect or damaged please head over to our Contact Us section and let us know as soon as possible, so that we can consider the matter further.

When you first contact us please include the following information by way of a report of the fault:

Your name. Order number. Date of purchase. Date of discovery of the fault. Product name and code. Picture and/or video of the fault. Description of the fault. (The product name and code can be found on your order confirmation email). If you believe there is an item missing from your order please contact us within 14 days of delivery of your order otherwise the order will be deemed accepted.

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

Once we receive the information requested above, we will consider the issue and we may need to ask you for some further details before we can make a decision on how (if at all) we can help you.

If we accept that the Product(s) is incorrect, missing or damaged, we may in our discretion, offer you a refund or partial refund, which may be by way of e-gift voucher. Our decision on this will depend on our assessment of the fault issue. If we do not accept that the Product(s) is incorrect, missing or damaged, we shall inform you of our decision.

If we do not accept that the Product is faulty, we shall inform you of our decision.

Please be assured that any information you provide will be handled in accordance with our Privacy Notice. Our Privacy Notice is available here.

Any decision by us does not affect any other consumer rights you may have under law.

4. CONTACTING US TO CANCEL YOUR ORDER If you receive a Product that is incorrect or damaged please head over to our Contact Us section and let us know as soon as possible, so that we can consider the matter further.

When you first contact us please include the following information by way of a report of the fault:

Your name. Order number. Date of purchase. Date of discovery of the fault. Product name and code. Picture and/or video of the fault. Description of the fault. (The product name and code can be found on your order confirmation email). If you believe there is an item missing from your order please contact us within 14 days of delivery of your order otherwise the order will be deemed accepted.

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

Once we receive the information requested above, we will consider the issue and we may need to ask you for some further details before we can make a decision on how (if at all) we can help you.

If we accept that the Product(s) is incorrect, missing or damaged, we may in our discretion, offer you a refund or partial refund, which may be by way of e-gift voucher. Our decision on this will depend on our assessment of the fault issue. If we do not accept that the Product(s) is incorrect, missing or damaged, we shall inform you of our decision.

If we do not accept that the Product is faulty, we shall inform you of our decision.

Please be assured that any information you provide will be handled in accordance with our Privacy Notice. Our Privacy Notice is available here.

Any decision by us does not affect any other consumer rights you may have under law.

5. HOW TO RETURN A PRODUCT & HOW MUCH DOES IT COST? UK & INTERNATIONAL RETURNS

Please note that if you choose to return via any method other than one of our chose carriers, you will remain responsible for the items including for any loss or damage until we receive them.

For International returns, you will need to pay for your return, you can find out the postage price in the portal or you will be asked to download a returns label and pay for postage at your local post office. Please use a trackable service and keep your proof of postage receipt until after your refund is processed.

If you use the returns portal, the process for returns is as follows:

Repack your Products. Login to our returns portal. You will need your order number and email/last 4 digits of your phone number. 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! Make sure you keep proof of postage! Keep an eye on your return tracking. You'll get an email once we receive your returned Product. If you do not use the returns portal, then you can repack the Products for returning at your own cost. In this case, please ensure that the return parcel is marked clearly with the wording "Return to supplier" or wording having similar effect.

Good to know... We've gone paperless! You'll no longer receive a delivery note in your parcel.

6. HOW LONG DOES IT TAKE TO PROCESS MY RETURN? It can take up to 28 days from the date of your return for your parcel to be delivered back to our warehouse and your refund processed. On receiving your return, the next step is for us to check the Product(s). Once our checks are complete, we’ll refund you for the accepted Products returned unless there are any issues with the Product(s) returned as follows:

If you paid using a credit or debit card, we will process your refund within 14 days of us receiving the Products, and the funds should appear on your bank statement around 7 working days thereafter (exact timing will depend on your card issuer). If you paid for your order with a gift voucher or store credit, the value of the returned Product will be credited back to your boohoo account. If you paid using a “buy now, pay later” service provider, we will notify the relevant service provider that you have returned your Products to us, and the relevant service provider will process your full or partial refund as applicable, in accordance with its terms and conditions. Please note that different refund processing times may apply, and you should review the applicable terms for your chosen service provider for further information. Finally, 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.

7. CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND? Unfortunately, we don’t offer an exchange facility at this time. Simply return your Product(s) by following these easy steps on the 'How do I return?' section and reorder for a replacement.

8. CAN I DISPUTE MY REFUND? If you are not happy with your refund, and you wish to dispute this, you must do so within 28 days of receiving your refund.

Here at boohoo.com UK Ltd (‘boohoo’) we are committed to protecting and respecting the privacy of your personal data. This privacy notice explains how your data is collected, used, transferred and disclosed by boohoo. It applies to data collected when you use our websites, iOS and android applications, when you interact with us through social media, email, or phone, or when you participate in our competitions or events. It also applies to the extent that someone has nominated you through our "refer a friend" function or purchased an e-gift card on your behalf. It covers:

The personal data we collect How we collect your data How we use your data Marketing preferences, adverts and cookies Links to other websites and third parties How we share your data Your rights Changes to this privacy notice How to contact us

Who is boohoo boohoo is a leading online fashion retail company. We design, source, market and sell clothing, shoes, accessories and beauty products targeted at 16-24 year-old consumers in almost every country in the world.

Boohoo.com UK Ltd, of 49-51 Dale Street, Manchester M1 2HF (collectively referred to as “boohoo”, “we”, “us” and “our” in this privacy notice) is the controller and responsible for your personal data collected through the www.boohoo.com website (the “website”) and boohoo app (the “app”).

Details of our Data Protection Officer responsible for overseeing questions in relation to this privacy notice, and our details are set out in the “How to Contact Us” section at the end of this notice.

Boohoo is part of the Boohoo Group (“Group”) and, as part of the Group, is affiliated with a number of brands, including Karen Millen, Warehouse, Debenhams, Oasis, Coast, Dorothy Perkins, Debenhams, Burton, Wallis, boohooMAN, Prettylittlething and Nasty Gal. In this privacy notice, such brands together with any other brand which is acquired into the Group shall be referred to as the “affiliated group companies”.

Our commitment to you We take the protection of your personal data seriously and will process your personal data fairly, lawfully and transparently. This privacy notice describes the personal data we are collecting about you and how it is used.

We will only collect and use your personal data for the following purposes, to:

fulfil your order(s) fulfil orders made on your behalf (e.g. e-gift card orders) communicate with you following a "refer a friend" nomination keep you up to date with the latest offers and trends give you a better shopping experience help us to make our marketing more relevant to you and your interests improve our services meet our legal responsibilities

How we keep your data safe and secure We have appropriate organisational safeguards and security measures in place to protect your data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed.

The communication between your browser and our website uses a secure encrypted connection wherever your personal data is involved.

We require any third party who is contracted to process your personal data on our behalf to have security measures in place to protect your data and to treat such data in accordance with the law.

In the unfortunate event of a personal data breach, we will notify you and any applicable regulator when we are legally required to do so.

The personal data we collect Personal data means any information about an individual from which that person can be identified. It does not include anonymised data, where the identity and identifying information has been removed.

While our website is designed for a general audience, we will not knowingly collect any data from children under the age of 13 or sell products to children. If you are under the age of 13, you are not permitted to use or submit your data to the website.

The following groups of personal data are collected:

Identity Data includes information such as: first name, last name, title, date of birth (optional), occupation, personal description, photo and gender. Contact Data includes information such as: email address, billing address, delivery address, location, country, telephone number, loyalty programme membership number, and social media id (if you log in by social media). Financial Data includes information such as: payment card details and bank account. Transaction Data includes information such as: details of your purchases and the fulfilment of your orders (such as basket number, order number, subtotal, title, currency, discounts, shipping, number of items, product number, single item price, category, tax etc.); payments to and from you and details of other products and services you have obtained from us, correspondence or communications with you in respect of your orders, and details of any rewards and bonuses awarded. Technical Data includes information such as: details of the device(s) you use to access our services, your internet protocol (IP) address, login data, your username and password, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform. Profile Data includes information such as: purchases or orders made by you, product and style interests, preferences, feedback, and survey responses. Usage Data includes information such as: how and when you use our website/app, how you moved around it, what you searched for; website/app performance statistics, traffic, location, weblogs and other communication data; loyalty programme activities; and details of any other boohoo products and services used by you. Marketing and Communications Data includes information such as: your preferences in receiving marketing from us and our third parties and your communication preferences. We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.

How we collect your data We may collect personal data about you in the following ways:

Direct interactions – you may give us your Identity, Contact, Financial, Transaction, Profile, and Marketing and Communications data (as described above) by filling in forms, entering information online or by corresponding with us by post, phone, email, telephone or otherwise. This includes personal data you provide, for example, when you:

Create an account or purchase products on our website; Subscribe to our newsletter, discussion boards, social media sites or create wish lists; Enter a competition; Join a Boohoo loyalty programme; Complete a voluntary market research survey; Contact us with an enquiry or to report a problem (by phone, email, social media, or messaging service); Use the “refer a friend” function on our website; or When you log in to our website via social media. Automated technologies or interactions – as you interact with our website, we may automatically collect the following types of data (all as described above): Technical Data about your equipment, Usage Data about your browsing actions and patterns, and Contact Data where tasks carried out via our website remain uncompleted, such as incomplete orders or abandoned baskets. We collect this data by using cookies, server logs and other similar technologies. Please see our Cookie Policy for further details. Third parties – we may receive personal data about you from various third parties, including:

Identity and Contact data from another individual when they purchase an e-gift card for you or use the "refer a friend" function on our website; Technical Data from third parties, including analytics providers such as Google. Please see further information in the section entitled ‘Marketing preferences, adverts and cookies’. Technical Data from affiliate networks through whom you have accessed our website; Identity and Contact Data from social media platforms when you log in to our website using such social media platforms; Identity and Contact data from third parties, including organisations (including law enforcement agencies), associations and groups, who share data for the purposes of fraud prevention and detection and credit risk reduction; and Contact, Financial and Transaction Data from providers of technical, payment and delivery services.

How we use your data The legal basis for processing your personal data

We will only collect and process your personal data where we have a legal basis to do so. As a data controller, the legal basis for our collection and use of your personal data varies depending on the manner and purpose for which we collected it.

We will only collect personal data from you when:

we have your consent to do so, or we need your personal data to perform a contract with you. For example, to process a payment from you, fulfil your order or provide customer support connected with an order, or the processing is in our legitimate interests and not overridden by your rights, or we have a legal obligation to collect or disclose personal data from you.

Uses made of your personal data

Your personal data is used by boohoo to support a range of different activities. These are listed in the table below together with the types of data used and the legal bases we rely on when processing them, including where appropriate, our legitimate interests. Please be aware that we may process your personal data using more than one lawful basis, depending on the specific activity involved. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.

Purpose/Activity

Type of data

Lawful basis for processing including basis of legitimate interest

To create an account and register you as a new customer (either directly or via social media).

Identity Contact Performance of a contract with you To process and deliver your order including: recording your order details; keeping you informed about the order status; process payments and refunds, collect money owed to us; and automated decision making to assist fraud prevention and detection.

Identity Contact Financial Transaction Performance of a contract with you Necessary for our legitimate interests (e.g. to recover debts due to us) For automated decision making we consider that fraud detection and prevention is in our legitimate interests to ensure that fraudulent transactors are unable to benefit from our services and in the legitimate interest of the public as whole due to the impact of fraud on the consumer market; we also consider it a necessary element of entering into a contract with you that we are able to verify your identity and prevent fraud. To manage our relationship with you, including: providing you with any information, products and services that you request from us(or that has been requested on your behalf through our "refer a friend" function); notifying you about changes to our services, terms and conditions or privacy notice; asking you to leave a review or take a survey.

Identity Contact Profile Marketing and Communications Performance of a contract with you Necessary for our legitimate interests (to keep our records updated and to study how customers use our products and services) To enable you to take part in a competition, event, survey, or receive a reward for shopping with us.

Identity Contact Profile Usage Marketing and Communications Necessary for our legitimate interests (to study how customers use our products and services, to develop them and grow our business) Where you have decided to enter into a competition or event, for the performance of a contract with you To administer, protect and improve our business and our website/app, including: troubleshooting, data analysis, testing, system maintenance, support, data analysis, reporting and hosting of data; setting default options for you, such as language and currency.

Identity Contact Profile Technical Transaction Marketing and Communications Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, and to detect and prevent fraud) Necessary to comply with a legal obligation To deliver relevant website content, online advertisements and information for you; and measure the effectiveness of the advertising provided.

Identity Contact Profile Usage Marketing and Communications Technical Necessary for our legitimate interests (to study how customers use our products and services, to develop them, to grow our business and to inform our marketing strategy) To use data analytics to: improve our website, products, services, marketing, customer relationships and experiences; and the website, products, services, marketing, customer relationships and experiences of our affiliated group companies;

and for market research, statistical and survey purposes.

Technical Usage Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy) To recommend products, services discounts and offers that may be of interest to you, including to send you such information by email, post or SMS.

Identity Contact Technical Usage Profile Marketing and Communications Necessary for our legitimate interests (to develop our products and services and grow our business) or Consent. See further details in the section ‘Marketing preferences, adverts and cookies'

To inform or remind you by email of any task carried out via our website which remains uncompleted, such as incomplete orders or abandoned baskets.

Identity Contact Usage Necessary for our legitimate interests (to improve the shopping experience of our customers) To protect our customers, boohoo group companies and website from fraud and theft

Identity Contact Profile Necessary for our legitimate interests (to detect and prevent fraud) To process and deliver your e-gift card orders including taking payment and communicating with you and/or the nominated recipient if delivered to another person.

Identity Contact Financial Transaction For automated decision making we consider that fraud detection and prevention is in our legitimate interests to ensure that fraudulent transactors are unable to benefit from our services; we also consider it a necessary element of entering into a contract with you that we are able to verify your identity and prevent fraud. We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If we wish to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so. We may process personal data without your consent, in compliance with the above rules, where this is required or permitted by law.

If you have any questions about how boohoo use any of your personal data, please contact our Data Protection Officer, Keri Devine at DPO@boohoo.com.

How long we keep your data for

We will keep your personal data for no longer than is necessary for the purpose(s) it was provided for and to meet our legal obligations. Further details of the periods for which we retain data are available on request.

Marketing preferences, adverts and cookies Marketing - your preferences

We may send you marketing communications and promotional offers:

if you have opened an account with us or purchased goods from us, or registered for a promotion or event, and you have not opted out of receiving that marketing (in accordance with your preferences, as explained below); by email if you have signed up for email newsletters; if you have provided us with your details when you entered a competition and you have consented to receiving such marketing (in accordance with your preferences, as explained below). If you have opted into SMS no mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

We may use your Identity, Contact, Technical, Transactional, Usage, Profile Data and Marketing and Communications Data to form a view on what we think you may like, or what may be of interest to you, and to send you details of products and offers which may be relevant for you.

We may check your details with appropriate third parties (for example credit reference agencies, such as Experian) before we send you promotions for financial services products. This is to ensure your information is accurate, that the product is suitable for you, and to tailor those offers to you.We will ask you for your preferences in relation to receiving marketing communications by email, post, SMS and other communication channels.

From time to time we may also include with your order, inserts advertising goods, services or offers from other third-party companies that you may be interested in.

You will always have full control of your marketing preferences. If you do not wish to continue receiving marketing information from us (or any third party, if applicable) at any time:

you can unsubscribe or ‘opt-out’ by using the unsubscribe button and following the link included in the footer of any marketing email; or account holders may withdraw their consent by simply logging in to My Account and editing your ‘Contact Preferences’. We will process all opt-out requests as soon as possible, but please note that due to the nature of our IT systems and servers it may take a few days for any opt-out request to be implemented.

Cookies

Our website uses cookies to distinguish you from other users of our website and to keep track of your visits. They help us to provide you with the very best experience when you browse our website and to make improvements to our website. They also help us and our advertising networks to make advertising relevant to you and your interests.

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of our website may become inaccessible or not function properly.

For detailed information on the cookies which we and our third-party providers use and the reasons why we use them, please refer to our Cookie Policy.

Online ads

We use online advertising to keep you aware of what we’re up to and to help you find our products. Like many companies, we may target boohoo banners and ads to you when you use other websites and apps, based on your Contact, Technical, Usage and Profile Data. We do this using a variety of digital marketing networks and ad exchanges, and a range of advertising technologies such as web beacons, pixels, ad tags, cookies, and mobile identifiers, as well as specific services offered by some sites and social networks, such as Facebook’s Custom Audience Service.

Our use of analytics and targeted advertising tools

We use a range of analytics and targeted advertising tools to display relevant website content on our website and online advertisements on other websites and apps (as described above) to you, deliver relevant content to you in marketing communications (where applicable), and to measure the effectiveness of the advertising provided. For example, we use tools such as Google Analytics to analyse Google's interest-based advertising data and/or third-party audience data (such as age, marital status, life event, gender and interests) to target and improve our marketing campaigns, marketing strategies and website content. We may also use tools provided by other third parties, such as Facebook, Content Square, Adroll, Bloomreach, Criteo and Bing to perform similar tasks, using your Contact, Technical, Usage and Profile Data.

In order to opt out of targeted advertising you need to disable your ‘cookies’ in your browser settings (see Cookie Policy for details) or opt-out of the relevant third-party Ad Settings. For example, you can opt-out of the Google Display Advertising Features. As an added privacy measure, you can also use the The Digital Advertising Alliance (which includes companies such as Google, Bloomreach and Facebook) provides a tool called WebChoices that can perform a quick scan of your computer or mobile devices, find out which participating companies have enabled customised ads for your browser, and adjust your browser preferences accordingly.

Google will use data for ad personalisation when a customer provides consent. Please see Google’s Privacy & Terms site which provides further detail as to how google uses your personal data.

If you would like any further information about the data collected by these third parties or the way in which the data is used, please contact us.

Links to other websites and third parties Our website may include links to and from the websites of our partner networks, advertisers and affiliates, or to social media platforms. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to their websites.

How we share your data We may disclose and share your personal data with the parties set out below:

where you have consented for us to do so. For example, if you have consented to receive marketing materials from third parties, or in respect of third parties’ (including co-branded or jointly promoted) products and services, we may pass your data on to the relevant third parties for the purpose of sending you such marketing communications; to business partners, suppliers, sub-contractors and other third parties that we use in connection with the running of our business for the purposes set out in the table above in the section ‘How we use your data’, such as: third party service providers that we engage to provide IT systems and software, and to host our website; third party payment processing services (including Worldpay, Adyen, Paypal, and in certain regions, Klarna, Laybuy, Clearpay and Zip (please see T&C’s https://www.klarna.com/uk/terms-and-conditions/ / https://www.clearpay.co.uk/en-GB/terms-of-service / https://www.laybuy.com/uk/consumer-terms https://zip.co/uk/terms-conditions/for more information) to process your payment to us. boohoo does not store your payment information. Your payment details are provided to the payment processing service you have selected, who are required to comply with applicable regulations and data protection laws. Please refer to the privacy policy of the relevant provider for details of how they process your personal data; services and to provide marketing and advertising services; third party service providers that we engage to deliver and process your e-gift card orders and e-gift card payment (including Jigsaw Business Solutions Ltd and Stripe Payments UK Ltd) third party service providers that we engage to deliver goods you have ordered and to manage any returns; third party service providers that we engage to send emails and postal mail on our behalf including in relation to incomplete orders or abandoned baskets, or marketing communications, to provide data cleansing services and to provide marketing and advertising services; analytics and search engine providers that assist us in the improvement and optimisation of our website; affiliate networks through whom you have accessed our website; to any third party to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice. to protect our customers, boohoo group companies and website from fraud and theft, we may share personal data that is required to make identity checks and personal data that we obtain from making identity checks (including data relating to your age, name and location), together with account information, with other boohoo group companies and with third party organisations (including law enforcement agencies), involved in fraud prevention and detection and credit risk reduction. Please note that the other boohoo group companies and these third parties may retain a record of the information that we provide to them for this purpose; we may share your personal data with Ravelin and/or Risk Guardian and/or other fraud prevention and analysis service providers, in order to carry out fraud prevention checks on our behalf. If personal data is provided to Ravelin, Ravelin will also use this personal data to improve its service and machine learning to improve its automated processing. A copy of Ravelin's privacy notice can be found at: https://www.ravelin.com/privacy-policy-new which explains how Ravelin will use your personal data for these purposes; and we may further share personal data that is required to make identity checks and personal data that we obtain from making identity checks (including data relating to your age, name and location), together with account information, with organisations (including law enforcement agencies), involved in fraud prevention and detection and credit risk reduction. Please note that these third parties may retain a record of the information that we provide to them for this purpose; if we are under a duty to disclose or share your personal data in order to comply with any legal obligation; or to our professional advisers including lawyers, bankers, auditors and insurers who provide consultancy, banking, legal, insurance and accounting services.

Worldpay Worldpay are the data controller in respect of the Personal Information that you give to them (and which they hold about you) when you sign up for, access, or use services, features, technologies or functions offered on the Worldpay website (including when using Worldpay to pay for goods or services offered on the Boohoo website) and in relation to Personal Information collected during the course of business as set out in their Privacy Policy which can be found on their website at https://www.worldpay.com/

Your data and countries outside of the UK The personal data we collect from you may be transferred to, and stored at, destinations outside the UK using legally-provided mechanisms to lawfully transfer data across borders. It may also be processed by staff operating outside the UK who work for us or for one of our suppliers. Such staff may be engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of support services. We will take all steps necessary to ensure that your data is treated securely and in accordance with this privacy notice.

Whenever we transfer personal data outside the UK, we will ensure a similar degree of protection is afforded to it by ensuring appropriate safeguards, as required by law, are in place. We will be able to transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data. More information can be found here: https://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-regulation-gdpr/international-transfers/ Otherwise, we may use specific contractual clauses approved for use in the UK which give personal data the same protection as it has in in the UK. More Information about this can be found on the ICO’s website.

Please contact us if you want further information on the countries to which we may transfer personal data and the specific mechanism used by us when transferring your personal data outside the UK.

Your Rights You have several rights under the data privacy legislation. This includes, under certain circumstances, the right to:

request access to your personal data request correction of your personal data request erasure of your personal data request restriction of processing of your personal data request the transfer of your personal data object to processing of your personal data request human intervention for automated decision making Brief details of each of these rights are set out below. If you wish to exercise any of these rights, please email us at DPO@boohoo.com.

Request access to your personal data

You have the right to obtain a copy of the personal data we hold about you and certain information relating to our processing of your personal data.

Request correction of your personal data

You are entitled to have your personal data corrected if it is inaccurate or incomplete. You can update your personal data at any time by logging into your account and updating your details directly, or by emailing us at DPO@boohoo.com.

Request erasure of your personal data

This enables you to request that boohoo delete your personal data, where there is no good reason for us continuing to process it. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.

Request restriction of processing of your personal data

You have a right to ask boohoo to suspend the processing of your personal data in certain scenarios, for example if you want us to establish the accuracy of the data, or you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it. Where processing is restricted, we are allowed to retain sufficient information about you to ensure that the restriction is respected in future.

Request the transfer of your personal data

You have the right to obtain a digital copy of your personal data or request the transfer of your personal data to another company. Please note though that this right only applies to automated data which you initially provided consent for us to use or where we used the data to perform a contract with you.

Object to processing of your personal data

You have the right to object to the processing of your personal data where we believe we have a legitimate interest in processing it (as explained above). You also have the right to object to our processing of your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your data which override your rights and freedoms.

Request human intervention for automated decision making and profiling

You have the right to request human intervention where we are carrying out automated decision making when processing your personal data. This form of processing is permitted where it is necessary as part of our contract with you, providing that appropriate safeguards are in place or your explicit consent has been obtained.

We will try to respond to all legitimate requests within one month. Occasionally, it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated. We may need to request specific information from you to help us confirm your identity and ensure your right to exercise any of the above rights. This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it.

Right to lodge a complaint

If you have any concerns or complaints regarding the way in which we process your data, please email us directly at DPO@boohoo.com. You also have the right to make a complaint to the ICO (the data protection regulator in the UK). We would, however, appreciate the chance to deal with your concerns before you approach the ICO, so please do contact us in the first instance.

Changes to this privacy notice From time to time we may change this privacy notice. If there are any significant changes we will post updates on our website, applications or let you know by email.

How to contact us We welcome feedback and are happy to answer any questions you may have about your data.

Please send any questions, comments or requests for more information to our nominated representative and Data Protection Officer Keri Devine, who can be contacted at DPO@boohoo.com.

This privacy notice was last updated on 10th July 2022 (Version v1.11)

Boohoo.com UK Limited,

Registered Company Number: 05723154,

UK VAT Number: 185 4874 61.