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  • Top 5 Frequently Asked Questions
      • Delivery
      • Returns
      • Where is my order?
        Track your order here

        Enter your order number.
        Pssst...It's on your order confirmation or dispatch email

        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. Need help? Ask our virtual agent Layla for an instant answer or contact us here

      • Delivery options & times

        WE COVER ALL DUTY COSTS ON ALL ORDERS!


         
        Shipping option Shipping times Shipping cost
        Canada Standard Shipping Up to 7 business days $16.99 per order
        Canada Express Shipping Up to 3 business days $29.99 per order

        Please note: Please allow 4-5 weeks for shipping to Hawaii.

      • Can I cancel or edit my order?

        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.

      • I received a faulty item what do I do?

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

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

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

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

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

      • My tracking is showing that my parcel is being returned to sender

        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. A typical refund will take up to 21 days, that’s 14 days for the parcel to arrive back at our warehouse and us processing with up to 7 days for it to make its way through the banking system.

        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.

      • How do I return?

        Returns

        How do I return?

          You can return your items via the returns portal, by clicking the link below; it’s fast, trackable & cost effective.

          You’ll need to cover the cost of postage for your return; you have 28 days, from the day you receive it, to send something back.

          Please use the address label provided via the portal, any handwritten address labels will cause delays with your refund and may mean you need to pay import VAT and a customs duty charge.

          START A RETURN
        • 1

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

        • 2

          Login to our returns portal. You will need your order number and email/last 4 digits of your phone number.

        • 3

          Select your preferred return option (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.

        • 4

          You'll get an email once we receive your returned item.

        Good to know...

        Returns via the portal are fully tracked. You don’t need to remember to keep your proof of postage – it’s all digital!

        For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, swimwear or lingerie, if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached. This does not affect your statutory rights.

        If you’ve received an item that’s not in perfect condition please head over to our Contact Us section so we can get this fixed for you.

        Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.

        Using your own method of return, refunds will only be processed once the items have arrived to our warehouse. If your items don’t make it back to us, you’ll need to open a dispute with the carrier. You may be liable for import VAT (normally applied to goods over £15) and pay a custom duty charge (if your order value is over £135).

      • I don't have the invoice from my parcel, can I return?

        We've gone paperless! You can generate a returns label from our website, attach it to your parcel and send it back to us.

        Ready to start your return?

      • When will I receive my refund?

        A typical refund will take up to 21 days, that’s 14 days you returning and us processing it, with up to 7 days for it to make its way through the banking system.

        If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued.

        We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

      • How long do I have to return?

        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.

      • Can I exchange instead of a refund?

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

  • Orders & Delivery
    • Where is my order?
      Track your order here

      Enter your order number.
      Pssst...It's on your order confirmation or dispatch email

      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. Need help? Ask our virtual agent Layla for an instant answer or contact us here

    • Shipping options & times

      WE COVER ALL DUTY COSTS ON ALL ORDERS!


       
      Shipping option Shipping times Shipping cost
      Canada Standard Shipping Up to 7 business days $16.99 per order
      Canada Express Shipping Up to 3 business days $29.99 per order

      Please note: Please allow 4-5 weeks for shipping to Hawaii.

    • Can I cancel or edit my order?

      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.

    • Missing item(s) from my order?

      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.

    • My tracking is showing that my parcel is being returned to sender

      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. A typical refund will take up to 21 days, that’s 14 days for the parcel to arrive back at our warehouse and us processing with up to 7 days for it to make its way through the banking system.

      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.

    • I received a faulty item, what do I do?

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

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

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

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

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

    • I received an incorrect item, what do I do?

      We will get this fixed for you ASAP just head over to our Contact Us section.

      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

      You won’t be able to attach an image of the incorrect item just yet but make sure you have one ready for when you receive a reply from us. Please wait until you’ve spoken to our Customer Care team before you return anything to us so we can make sure we get the correct item to you as quickly as possible.

    • Will I be charged customs and imports duties?

      We’ll cover duty costs on all orders. Additional taxes may apply according to local legislation.

  • Returns & Refunds
    • How do I return?

      Returns

      How do I return?

        You can return your items via the returns portal, by clicking the link below; it’s fast, trackable & cost effective.

        You’ll need to cover the cost of postage for your return; you have 28 days, from the day you receive it, to send something back.

        Please use the address label provided via the portal, any handwritten address labels will cause delays with your refund and may mean you need to pay import VAT and a customs duty charge.

        START A RETURN
      • 1

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

      • 2

        Login to our returns portal. You will need your order number and email/last 4 digits of your phone number.

      • 3

        Select your preferred return option (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.

      • 4

        You'll get an email once we receive your returned item.

      Good to know...

      Returns via the portal are fully tracked. You don’t need to remember to keep your proof of postage – it’s all digital!

      For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, swimwear or lingerie, if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached. This does not affect your statutory rights.

      If you’ve received an item that’s not in perfect condition please head over to our Contact Us section so we can get this fixed for you.

      Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.

      Using your own method of return, refunds will only be processed once the items have arrived to our warehouse. If your items don’t make it back to us, you’ll need to open a dispute with the carrier. You may be liable for import VAT (normally applied to goods over £15) and pay a custom duty charge (if your order value is over £135).

    • There is no returns label in my parcel, how do I return?

      We've gone paperless! You can generate a returns label from our website, attach it to your parcel and send it back to us.

      Ready to start your return?

    • When will I receive my refund?

      A typical refund will take up to 21 days, that’s 14 days you returning and us processing it, with up to 7 days for it to make its way through the banking system.

      If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued.

      We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

    • How long do I have to return?

      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.

    • I can't see the refund on my bank statement

      Refunds can show in a few places depending on how your paid.

      For a card or ApplePay payment, It can take up to 7 days from receiving your refund confirmation email for the refund to hit your account.

      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.

       
    • Can I exchange instead of a refund?

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

    • Do you refund the delivery charge?

      We don't refund delivery charge for those countries outside the EEA.

    • Returns policy

      Returns

      How long do I have to return an item?

      If you receive an incorrect or faulty item, we will let you know whether you need to return the item to us and if you wish to exercise your legal right to reject the item you must return it to us.

      For USA, Canada, Australia and New Zealand customers please return items within 28 days from the date of delivery.

      For all other International customers, please return unsuitable items within 28 days of the date you receive the parcel.

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

      • Items must be unworn and unwashed.

      • Pierced jewellery cannot be returned for health and hygiene reasons.

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

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

      • Shoes must be tried on indoors.

      • Items must have all tags attached.

      CANADA RETURNS - HOW DO I RETURN AN ITEM OUTSIDE THE UK?

      Returns

      How do I return?

        You can return your items via the returns portal, by clicking the link below; it’s fast, trackable & cost effective.

        You’ll need to cover the cost of postage for your return; you have 28 days, from the day you receive it, to send something back.

        Please use the address label provided via the portal, any handwritten address labels will cause delays with your refund and may mean you need to pay import VAT and a customs duty charge.

        START A RETURN
      • 1

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

      • 2

        Login to our returns portal. You will need your order number and email/last 4 digits of your phone number.

      • 3

        Select your preferred return option (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.

      • 4

        You'll get an email once we receive your returned item.

      Good to know...

      Returns via the portal are fully tracked. You don’t need to remember to keep your proof of postage – it’s all digital!

      For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, swimwear or lingerie, if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached. This does not affect your statutory rights.

      If you’ve received an item that’s not in perfect condition please head over to our Contact Us section so we can get this fixed for you.

      Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.

      Using your own method of return, refunds will only be processed once the items have arrived to our warehouse. If your items don’t make it back to us, you’ll need to open a dispute with the carrier. You may be liable for import VAT (normally applied to goods over £15) and pay a custom duty charge (if your order value is over £135).

      Can I have an exchange instead of a refund?

      We don’t offer exchanges right now. You can return your item to us for a refund, and then place a new order to get the item of your choice.

      What should I do if I receive an incorrect or faulty item?

      We're sorry to hear that you've received an incorrect or faulty item. Please contact us via the help page contact us form stating the order number or tweet us @boohoo_cshelp ,with further details of the issue within 30 days of receiving your order. One of our customer service agents will be more than happy to look into this for you.

      How long does it take to process my return?

      A typical refund will take up to 21 days, that’s 14 days you returning and us processing it, with up to 7 days for it to make its way through the banking system.

      If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued.

      We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

  • Brexit
    • Will I need to pay duty or tax on my order?
    • The tracking shows that my parcel is in another country?
    • I don’t have a printer; how do I return?
    • Will I be charged export fees to send an item back from Europe to the UK?
  • Payments & Promotions
    • Promotions & discounts

      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.
    • How can I pay for my order?

      Payment options

      We accept the following payment cards: Visa, Visa Debit, MasterCard and American Express. We also accept PayPal, Giftcards and prepaid debit cards.

      Please note: All payments must be made online when placing your order. We do not have the ability to place an order on your behalf.

      When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account.

      Gift Vouchers

      If you've been gifted a boohoo voucher/gift certificate, then yes we accept those, can you imagine if we didn't!

    • How do I use a gift voucher?

      Pop your code into the ‘Redeem Gift Voucher’ box at the checkout page and hit apply. It’s as easy as that! If the value of your order is less than the value of your gift certificate, don’t sweat it. The balance remains on your voucher for next time.

      We're currently working hard on our gift vouchers so they're not currently available for purchase but they will be back up and running soon.

    • Payment issues

      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
      • -If you get an error message, please include it in your message to us
  • Products
    • Item out of stock?

      We are a very fast paced fashion retailer and keeping up with latest trends is our bag. This sometimes means our best selling items can go out of stock and we don’t usually plan on bringing them back in. Why not take a look at our New In section here to see if something catches your eye.

      Our customer service team won't know if a product is coming back in or not.

    • I received an incorrect item, what do I do?

      We will get this fixed for you ASAP just head over to our Contact Us section.

      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

      You won’t be able to attach an image of the incorrect item just yet but make sure you have one ready for when you receive a reply from us. Please wait until you’ve spoken to our Customer Care team before you return anything to us so we can make sure we get the correct item to you as quickly as possible.

    • I received a faulty item, what do I do?

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

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

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

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

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

    • Sizing

      View our Size Guide here.

  • Contact us
      Ask Layla
      Got a question about Delivery or Returns? Chat with our virtual agent Layla!

      Please include your order number when contacting us!

      WhatsApp Us WhatsApp Us

      (Sorry, we don't have a phone number)