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  • Top 5 Frequently Asked Questions
      • Delivery
      • Returns
      • Where is my order?
        Track your order here

        Enter your order number.
        Pssst...It's on your order confirmation or dispatch email

        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

      • Delivery options & times

        SIMPLE AND EASY DELIVERY

        Duty and tax for all EU deliveries will be paid for by boohoo

         
        Delivery option Delivery times Delivery cost
        Danish Standard Delivery 5 - 10 working days kr 44,99 per order
        Denmark Express 1 - 2 working days kr 199,90 per order
      • 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.

      • I received a faulty item what do I do?

        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).

        If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

      • My tracking is showing that my parcel is being returned to sender

        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.

      • How do I return?

        Returns

        How do I return?

          You can return your items via the returns portal, by clicking the link below; it’s fast, trackable & cost effective.

          You’ll need to cover the cost of postage for your return; you have 28 days, from the day you receive it, to send something back.

          Please use the address label provided via the portal, any handwritten address labels will cause delays with your refund and may mean you need to pay import VAT and a customs duty charge.

          START A 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/last 4 digits of your phone number.

        • 3

          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.

        • 4

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

        Good to know...

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

        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).

      • I don't have the invoice from my parcel, can I return?

        We've gone paperless! You'll no longer receive a delivery note in your parcel. Simply download and print a label.

        Ready to Return?

        Get Label
         
      • 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.

      • How long do I have to return?

        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.

         
      • Can I 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.

  • Orders & Delivery
    • Where is my order?
      Track your order here

      Enter your order number.
      Pssst...It's on your order confirmation or dispatch email

      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

    • Delivery options & times

      SIMPLE AND EASY DELIVERY

      Duty and tax for all EU deliveries will be paid for by boohoo

       
      Delivery option Delivery times Delivery cost
      Danish Standard Delivery 5 - 10 working days kr 44,99 per order
      Denmark Express 1 - 2 working days kr 199,90 per order
    • 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.

    • Missing item(s) from my order?

      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.

    • My tracking is showing that my parcel is being returned to sender

      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.

    • I received a faulty item, what do I do?

      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).

      If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

    • I received an incorrect item, what do I do?

      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.

    • Will I be charged customs and imports duties?
  • Returns & Refunds
    • How do I return?

      Returns

      How do I return?

        You can return your items via the returns portal, by clicking the link below; it’s fast, trackable & cost effective.

        You’ll need to cover the cost of postage for your return; you have 28 days, from the day you receive it, to send something back.

        Please use the address label provided via the portal, any handwritten address labels will cause delays with your refund and may mean you need to pay import VAT and a customs duty charge.

        START A 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/last 4 digits of your phone number.

      • 3

        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.

      • 4

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

      Good to know...

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

      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).

    • There wasn't a delivery note in my parcel, can I return?

      We've gone paperless! You'll no longer receive a delivery note in your parcel. Simply download and print a label.

      Ready to Return?

      Get Label
       
    • 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.

    • How long do I have to return?

      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.

       
    • I can't see the refund on my bank statement

      Refunds can show in a few places depending on how your paid.

      For a card or ApplePay payment, It can take up to 7 days from receiving your refund confirmation email for the refund to hit your account.

      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.

       
    • Can I 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.

    • Do you refund the delivery charge?

      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.

       
    • Returns policy

      Returns

      1. OUR RETURNS POLICY

      If you are a customer in the European Economic Area (EEA), you get 28 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) using our hassle-free, 3-step returns process here.

      If you receive faulty goods, you may also have a right to return these goods and to ask us to repair or replace them or get a refund.

      • Items must be returned within 28 days of receipt.

      • Items must be unworn and unwashed.

      • Pierced jewellery cannot be returned for health and hygiene reasons.

      • Underwear and swimwear can only be returned if the hygiene seal has not been removed.

      • Beauty products and accessories cannot be returned for hygiene reasons.

      • Shoes must be tried on indoors.

      • Items must have all tags attached.

       
      2. FAULTY GOODS

      Please return your item(s) to us within 30 days after finding the fault, and remember to get in touch before returning. You can do this by filling out the form on our Customer Service Hub here, and a member of our team will look into it.

      Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund.

       
      3. CANCELLING A CONTRACT UNDER THE CONSUMER CONTRACTS REGULATIONS

      If you’re a customer in the EEA, you get 14 days to cancel your contract with us

      This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation – just fill out this form where you’ll also find details on how to return your item(s).

      There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:

      Email us: customerservices@boohoo.com

      Write to us via post: boohoo, PO Box 553, Burnley, BB11 9GD

       

      If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us using these steps. You`ll then receive a full refund as per the policy set out here.

      Please note, we cannot offer refunds on cosmetics and pierced jewellery or on swimwear and lingerie if the hygiene seal is not in place or has been broken.

      Please ensure that lingerie and swimwear items are tried on over your own underwear. In the interest of hygiene, please do not remove the seal. If this is the case then we can reasonably decline your refund.

      All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.

       
      4. HOW TO RETURN AN ITEM & HOW MUCH DOES IT COST?

      Returns

      How do I return?

        You can return your items via the returns portal, by clicking the link below; it’s fast, trackable & cost effective.

        You’ll need to cover the cost of postage for your return; you have 28 days, from the day you receive it, to send something back.

        Please use the address label provided via the portal, any handwritten address labels will cause delays with your refund and may mean you need to pay import VAT and a customs duty charge.

        START A 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/last 4 digits of your phone number.

      • 3

        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.

      • 4

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

      Good to know...

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

      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).

      5. HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

      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.

      6. CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND?

      Unfortunately we don’t offer an exchange facility. Simply return your item(s) by following these easy steps on the return sectionhere and reorder for a replacement.

  • Brexit
    • Will I need to pay duty or tax on my order?

      Duty and tax for all EU deliveries will be paid for by boohoo

    • The tracking shows that my parcel is in another country?

      We’re based in the UK and send orders to Europe via road or ferry which means your parcel may need to travel through other countries before being delivered to you. This is nothing to worry about and we will aim to have your parcel delivered before the expected delivery date.

    • My parcel shows that it is being checked by customs?

      We’re based in the UK and due to leaving the European Union any orders being sent to Europe may need to pass customs checks (These checks may not always take place in the country that your parcel is being shipped to). This is nothing to worry about and we will aim to have your parcel delivered before the expected delivery date.

    • I don’t have a printer; how do I return?

      For some countries we offer a paperless returns option, if this is not available in your country the returns portal will provide you with a European address to send your items back to. Please log the items that you wish to return on our returns portal via the following link: https://boohoo.returns.international/.

    • Will I be charged export fees to send an item back from Europe to the UK?

      When sending an item back to us please ensure that you send this via our returns portal, this will provide you with our European returns address and will mean that you are not charged any export fees on the return. If you do not use the returns portal to send back your returns, you may be charged export fees which we will be unable to refund and your refund may be delayed.

  • Payments & Promotions
    • Promotions & discounts

      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.
    • How can I pay for my order?

      Payment options

      We accept the following payment cards: Visa, Visa Debit, MasterCard and American Express. We also accept PayPal, Klarna, 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.

      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!


      Boohoo accepts Klarna as a payment method for orders shipped to Denmark.

      To pay with Klarna, please note the following:

      • You must be at least 18 years old to use Klarna as a payment method.
      • The specified billing address must match your registration address.
      • The maximum allowable purchase amount on the Klarna bill is determined by means of a credit check by Klarna and is individually different. If your purchase fails, you may be able to try again with a smaller amount.

      Paying with Klarna is easy - and this is how it works:

      • Select Klarna as your payment method and enter your billing and delivery information. Do not worry, your shipping address may differ from your billing and registration address.
      • Klarna then conducts an identity and credit check and checks your information - it only takes a few seconds.
      • Once your details are verified and your order has been authorized, we will email you an order confirmation. Your order will then be forwarded to our warehouse for processing.
      • Once your order has been placed in the shipping, Klarna will send you your invoice to your email address provided with the order. From the invoice date, you have 14 days to pay for your order. All payment information is shown on the invoice. Please indicate the purpose indicated on the invoice so that your payment can be assigned.
      • Keep an eye on the status of your bill via the Klarna portal.

      Please note that Klarna is an independent billing company. Boohoo has no control over your payment being denied by Klarna. If you have any further questions regarding your purchase of invoice please contact Klarna customer service here

      * Our website contains links to other websites operated by external third parties whose contents we wish to make accessible to our users. Boohoo has no control over these sites and assumes no responsibility for their content or availability.

    • How do I use a gift voucher?

      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 issues

      If you experiencing error messages when making a payment, firstly, make sure you have inputted the correct details by checking all the information correctly.

      If your credit or debit card was declined, check to see if your card is expired, out of date or your card billing address is different to the billing address on your boohoo account.

      If the above doesn't help, your Credit Card Company or bank will have more information.

      If using PayPal, please contact PayPal directly if your payment has been declined.

      If you're still facing problems then please contact us with the following information:

      • -What operating system you use (e.g. iOS, Android, Windows Vista, Mac OS X)
      • -What Internet Browser you are using or if via our App (e.g. Internet Explorer 8, Firefox, Safari, Chrome)
      • -What payment method you were trying (e.g. PayPal, Visa)
      • -A description of the problem and what time the problem occurred
      • -If you get an error message, please include it in your message to us
  • Products
    • Item out of stock?

      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.

    • I received an incorrect item, what do I do?

      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.

    • I received a faulty item, what do I do?

      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).

      If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

    • Sizing

      View our Size Guide here.

  • Contact us
      Ask Layla
      Got a question about Delivery or Returns? Chat with our virtual agent Layla!

      Please include your order number when contacting us!

      WhatsApp Us WhatsApp Us

      (Sorry, we don't have a phone number)