How to return an item & how much does it cost?
We offer a 30-day return policy. Please note a returns charge of 10% per parcel will be deducted from your refund amount.
For items supplied under a contract with boohoo:
Please use a trackable service and keep your proof of postage receipt until after your refund is processed.
You’ve got 28 days to send something back to us from the day you receive it.
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.
No packaging, no problem! Just pop your items in something non see-through, sealable & waterproof. Items must be unwashed, unworn and with the original labels still attached
Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.
- Repack your items.
- Login to our returns portal. You will need your order number and email/postcode.
- 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 item.
We’ve gone paperless! You’ll no longer receive a delivery note in your parcel.
For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics (including beauty products), pierced jewellery, swimwear or lingerie (if the hygiene or product 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.
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.
When will I receive my refund?
As soon as we receive your order back we get to work on processing your return and issuing the refund back to the refund method that was selected when logging the return.
If you chose refund to original payment method, this will be processed back to the payment method used when placing the order.
If you chose refund to gift card, once your return has been processed, you’ll receive an email containing the gift card.
For any DBZ brand partner returns, refunds will be processed back to the original payment method used when placing the order.
Returns Policy
If you are a customer and you order an item from our online store, you get 30 calendar days to cancel your order because you have changed your mind. This cancellation period starts from the day you have received all of the items in your order. Find out how to return your item(s) under the “How to return an item” heading below. For the avoidance of doubt, your right to cancel does not apply to an in-store purchase.
If you receive faulty goods, you may also have a right to return these goods and/or to ask us to repair or replace them or get a refund. Items must be returned within 28 days of receipt.
For hygiene reasons, we cannot offer returns or refunds on fashion face masks, cosmetics (including beauty products), pierced jewellery, vitamins and supplements, medicines, toiletries, swimwear or lingerie if the product or item has been used, 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. Items of footwear and/or clothing must be unworn and unwashed with the original labels attached. Items of homeware including bedlinen, mattresses and toppers, and pillows must be unused and in their original unopened packaging. This does not affect your statutory rights. Also, footwear must be tried on indoors.
For furniture returns, items must be in new and unused condition, unassembled and in their original packaging. We do not offer any refund or return in respect of:
- products which are not returned in a saleable condition;
- 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.
Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.
Faulty Goods
We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section.
To help us get this fixed for you ASAP, when you first contact us please include the following information;
- Your name
- Order number
- Product name and code
- Picture of the fault
- Description of the fault
(The product name and code can be found on your order confirmation email).
Can I have an exchange instead of a refund?
Unfortunately we don’t offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we’ve received your unwanted items.