Customer Service Contact Us

Where is my order?

Track your order here
Track order
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
How do I return?
REFUNDS WILL TAKE UP TO
28 DAYS FROM POSTING

READY TO RETURN?
Create a return

How do I 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 address/post code.

3
Select your preferred return option

Print returns label at home.

4
Once you have processed your return in the portal, you're ready to post it off

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

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

Please note, for USA customers, there will be a charge for returning the item to us of $6 (as may be updated or removed by us from time to time).

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).

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.
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.

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). There will be a charge for returning the item to us at a fixed amount of $6 which will be deducted from the amount to be refunded to you. You'll then receive a full refund minus the cost of $6 for returning the item.
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.

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.

REFUNDS WILL TAKE UP TO
28 DAYS FROM POSTING

READY TO RETURN?

Create a return

How do I 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 address/post code.

3

Select your preferred return option

Print returns label at home.

4

Once you have processed your return in the portal, you're ready to post it off

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

FYI

Returns via the portal are fully tracked. You don’t need to remember to keep your proof of postage – it’s all digital!
Please note, for USA customers, there will be a charge for returning the item to us of $6 (as may be updated or removed by us from time to time).
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).
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.

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.

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.

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 options

We accept the following payment cards: Visa, Visa Debit, MasterCard and American Express. We also accept PayPal, Klarna, Quadpay, 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 & Diner Payment methods do not apply onsite and can only be used 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!

Shop Now. Wear Now. Pay It In 4

Shop now and pay later with four short-term installments that let you spread the cost of your purchase, with no added charges or hassle.

Pay nothing extra. Four payments are automatically collected bi-weekly from your debit or credit card. You get all the “closure” of a full upfront payment, but with the cash-flow benefits of spreading the cost. 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! The only fees that may apply are late fees for missed payments.

All you need is:

An US credit or debit card

To be over 18 years of age

A US residents address

Customer Service

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

See https://klarna-web-client-eu.production.c2c.klarna.net/us/customer-service/csc/about-klarna/ for further information about Klarna.

Shop Now. Wear Now. Pay It In 4

Pay for your purchases* over 4 equal fortnightly installments, 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 Afterpay as your payment method at checkout.

All you need is:

An USA credit or debit card
To be over 18 years of age
A USA residents address

Customer Services

Afterpay Customer inquiries will be addressed by the Customer Support team here:help.afterpay.com

Afterpay is only availabe on orders between $35 - $1000

See T&C's for further details

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:

A US credit or debit card
To be over 18 years of age
A US residents address

PAY IN 4 PAYMENTS

Split your purchase into 4 interest-free payments with Quadpay

Sign up or sign in to your Quadpay account. Pay 25% today and get your goods straight away. Pay the rest over 3 equal installments that are billed automatically over 6 weeks.

All you need is:

TO BE OVER THE AGE OF 18 + LIVING IN THE US

HAVE A VALID AND VERIFIABLE MOBILE NUMBER

USE A CREDIT OR DEBIT CARD TO MAKE A PURCHASE

For a full list of FAQs please click here

Customer Service

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

See here for the Quadpay Terms of Service.

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 Apply 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.

Our Premier delivery service gives you unlimited express 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 express or standard delivery options, this includes Click and Collect services as well. You will then receive unlimited FREE delivery on your orders 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.

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Track your order here

Track order

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 will get this fixed for you ASAP

Please send us an email with 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 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.

REFUNDS WILL TAKE UP TO
28 DAYS FROM POSTING