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Returns and Refunds

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

Repack your items

Repack your items. No packaging, no problem! Just pop your items in something non see-through, sealable & waterproof.
For boohoo Partner Brand DBZ items, please follow the vendors returns guidelines.

2

Login to our returns portal / Follow Vendors Instructions for Returns

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

3

Select your preferred return option

Either print your returns label at home or in store. Once you have processed your return in the portal you're ready to post it off.
For boohoo Partner Brand DBZ items, please follow the vendors returns guidelines.

FYI

  • Extended Christmas Returns - Any orders made between 11th November - 14th December can be returned until 14th Jan.
  • We’ve gone paperless! You can return using the steps above.
  • You’ve got 28 days to send something back to us from the day you receive it.
  • For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, swimwear or lingerie, if the seal has been broken or is no longer in place. Items must be unworn and unwashed with the original labels attached. This does not affect your statutory rights.
  • Using your own method of return may cause delays in your refund and you may be liable for import VAT and a custom duty charge, if returning internationally. If your items don’t make it back to us, you’ll need to open a dispute with the carrier.
  • Please note a £1.99 return fee will be deducted from your refund.
  • Returns are FREE for PREMIER members

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.

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


On average a refund will take up to 14 days.


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


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


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

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


Ready to Return? Click here.

We try to process returns ASAP but some refunds can take up to 14 days to be processed.


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


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


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

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


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

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

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

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


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

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

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

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


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

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

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

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


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

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

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

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

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


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

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

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

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:

  1. Repack your Products.
  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).
  4. Once you have processed your return in the portal you're ready to post it off! Make sure you keep proof of postage!
  5. 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.


Start a Return

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.