Boohoo Return, Refund and Exchange Policy

Boohoo Order Policies:

Read below for Boohoo Order Return and Refund Policy, Price Match Policy, Exchange and Cancellation Policy.

Boohoo Return, Refund and Exchange Policy

Return Policy

Return Time Frame

• You have 28 days to return items from the day you receive them
• For customers in the European Economic Area (EEA), you have 14 calendar days to cancel your order if you change your mind
• Items bought in store can only be returned direct to the store
• Any boohoo products including beauty which were purchased online can only be returned online and will not be accepted in store

Return Conditions

• Items must be returned in new and unused condition with labels and tags attached
• Items must be unwashed, unworn and with the original labels still attached
• Items should be sent back in the original packaging wherever possible
• Footwear must be tried on indoors
• Items of homeware including bedlinen, mattresses and toppers, and pillows must be unused and in their original unopened packaging
• For furniture returns, items must be in new and unused condition, unassembled and in their original packaging

Items That Cannot Be Returned

For hygiene reasons, the following items cannot be returned or refunded:

• 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)
• Vitamins and supplements
• Medicines
• Toiletries

Additional non-returnable items include:

• Custom-made items and personalised items
• Vitamins or supplements where the seal has been broken

Return Process

• Use the online returns portal to generate a trackable returns label
• No packaging, no problem! Just pop your items in something non see-through, sealable & waterproof
• Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund
• Use a trackable service and keep your proof of postage receipt until after your refund is processed

Return Charges

• UK customers: £1.99 return fee will be deducted from your refund amount
• USA customers: $6.00 return fee will be deducted from your refund amount
• Premier customers are limited to one free return per order. Additional returns for the same order will be charged

Refund Policy

Refund Processing Time

• Refunds for returns can take up to 14 days from the date they were posted back
• The refund can then take up to 5 days to appear in your bank depending on who you bank with
• For PayPal payments, it can take up to 48 hours from receiving your refund confirmation email for the refund to show in your account

Refund Methods

• Refunds will be processed to your original payment method
• As of 05/15/2025, cash refunds are not provided for US customers. You will receive credit to your boohoo account or as a voucher
• If you paid for your order with a gift voucher or store credit, this will be credited back to your boohoo.com account
• Cash refunds are not available for customers who pay using the cash on delivery option – you will get store credit as a refund

Store Credit Option

• You can choose store credit instead of cash for your returns and receive 10% extra on your refund price
• Store credit is valid for a period of 90 days from the date you receive it
• Once you select store credit, you cannot alter this selection
• Customers who made their purchase using store credit or a gift card will not receive the 10% extra on their refund price

Refund Conditions

• All returns are quality checked – refunds will not be given if items do not comply with the returns policy
• Delivery charges will be refunded if you return all items from the order and cancel your contract within 14 days for countries within the EEA

Exchange Policy

Boohoo does not offer an exchange facility. To get a replacement item, you need to return your item(s) for a refund and place a new order for the replacement.

Faulty Items

Reporting Faulty Items

• If you receive an item that’s not in perfect condition, contact customer service through the Contact Us section
• When contacting about faulty items, include the order number, product name and code, and have an image of the faulty item ready

Faulty Item Returns

• Defective items can be returned after 14 days of a defect being discovered but no longer than 28 days of receipt
• You have the option to ask for a replacement of a defective item, subject to stock availability and price adjustment
• If you receive faulty goods, you may have a right to return these goods and/or to ask for repair, replacement or refund

Account Restrictions

Boohoo reserves the right to withhold refunds and block accounts where they suspect fraudulent activity, including:

• Suspicious claims relating to orders having been placed but not received
• Returning items after they have been used or worn
• Items returned that do not match what was ordered
• Breaching the Returns Policy or Terms and Conditions

Boohoo Customer Service:

Telephone Number: +44 161 236 5640

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