Customer Service

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

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.

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.

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

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

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

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.

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.

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.

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.

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.

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.

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.

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.

For customer account security we do not allow change of email address, if you need to use an alternative email address please create a new account.

Log in your account, select "addresses" and you can either add a new one or edit an existing one. We are unable to amend the delivery address on an order which has already been placed

You can choose how you want us to contact you about things we think you'd like to hear about. If you don't want to hear about great new offers, just simply log into your account, click on contact preferences and don't tick anything!

If you know your password its simple! Log into your account using your current password, then under the account information section, you have the option to change your password. 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.

Log into your account, select payment details and either add, delete or edit your payment options.

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.

Payment options

We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro, Electron, American Express, Discover and Diners. We also accept PayPal, Apple Pay (iOS only), Klarna (not available on the app), Clearpay, 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. Discover & Diners payment methods do not apply on the app. 

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!

 

APPLE PAY – FAQ 

 

Yay for Apple Pay! You can now pay for your boohoo orders with Apple Pay using a Visa, Mastercard or American Express Card on all devices which support Apple Pay*.

 

How to Pay:

It’s simple! Make sure you have Apple Pay set up on your device. Then, all you need to do is add the items to your basket, choose your preferred delivery option and then when you reach checkout, select the Apple Pay option as your payment method.

 

Once you’re happy with your order tap the Touch ID**  or glance at your iPhone for Face ID and pay!

 

Once the order has successfully gone through you will then be sent an order confirmation email.

 

Please note, you won't be able to select Apple Pay if you've applied a gift voucher. 

 

 

*If you are using Apple Pay on a Mac device, this payment option will only be available on Safari whilst using the Mac OS Sierra operating system.

**If you have a Mac with Touch Bar, you will be able to verify your payment using the Touch ID sensor on your MacBook Pro keyboard. If not, you will need to make sure your phone or Apple watch is nearby in order to verify them remotely. 

Pay In 3 Payments

Shop now and pay later in three equal payments that let you spread the cost of your purchase, with no added charges.

Pay nothing extra. Three equal payments are automatically collected every 30 days from your debit or credit card. The total amount charged to your card is no greater than if you simply paid for the entire purchase up front (provided the agreed payment schedule is followed). Pretty great, huh!

All you need is:

An UK bank account

To be over 18 years of age

A UK residents address

For a full list of FAQs please click here

Please spend responsibly. Borrowing more than you can afford could seriously affect your financial status. Make sure you can afford your monthly repayments on time. For any more info just click here as Klarna are right on hand for quick and simple, self service solutions.

boohoo acts as an introducer and not a lender of unregulated credit products provided [exclusively] by Klarna Bank AB (publ). Credit is only available to permanent UK residents aged 18+, subject to status, terms and conditions apply. Please note that the following products are not regulated by the FCA: [Pay in 30 days and Pay in 3 instalments]

Customer Service

For customer service queries you can contact the Klarna customer service team here

See here for further information about Klarna.

Shop Now. Wear Now. Pay It In 4

Pay for your purchases over 4 automatic fortnightly installments.

Pay nothing extra. If you make repayments on time, you'll only ever pay the price of the item you've purchased. The only fees that may apply are late fees for missed payments.

Select Clearpay as your payment method at checkout.

All you need is:

1. A UK credit or debit card
2. To be over 18 years of age
3. A UK residents address
4.  

Customer Services

Clearpay Customer inquiries will be addressed by the Customer Support team here:help.clearpay.com

For a full list of FAQs please click here

Clearpay lends you a fixed amount of credit to allow you to pay for your purchase over 4 instalments, due every two weeks. To be eligible for credit from Clearpay, you must be a permanent UK resident (excl Channel Islands), aged 18+. Further eligibility criteria and T&Cs' apply.

Clearpay Finance Ltd. Make sure you can make your repayments on time by each due date to avoid late fees. Not paying on time will lead to a late fee of £6 and, if your order is worth more than £24, a further late fee of £6 if it is still overdue after 7 days. The total amount of late fees you may be charged will depend on your order value. If you fail to pay on time, your Clearpay debt may be passed to a debt collection agency and this may affect your ability to use Clearpay in future.

We encourage you to use Clearpay responsibly.

Get it now. Pay it in 6. Interest free. Easy.

Pay for your purchases over 6 automatic weekly payments on the day of your choice, interest free.

Pay nothing extra. If you make repayments on time, you'll only ever pay the price of the item you've purchased. The only fees that may apply are late fees for missed payments.

Simply select Laybuy as your payment method at checkout.

All you need is:

1. A UK credit or debit card
2. To be over 18 years of age
3. A UK residents address

For a full list of FAQs please click here

Please see here for Laybuy Terms and Conditions.

PAY IN 4 PAYMENTS

Select Zip at checkout to create your Zip account. Pay 25% today and get your goods straight away. Pay the rest over 3 fortnightly payments.

All you need is:

To be over 18 years of age + living in the UK

To have a UK issued debit card

To have a good credit history

For a full list of FAQs please click here

Customer Service

For customer service queries you can contact the Zip customer service team here

See here for the Zip Terms and Conditions.

Our Premier delivery service gives you unlimited next day or standard delivery for a whole year for a one off payment. To take advantage add to bag (like you would a product) and the discount will be automatically applied at checkout when selecting the next day or standard delivery options, this includes Click and Collect services as well. You will then receive unlimited FREE delivery for a whole year, just don’t forget to select the next day or standard delivery options!

Premier customers will also receive exclusive offers and promotions via email.

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.

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.

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.

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.

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

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

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

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

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

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

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

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.

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.

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.

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.

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.

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.