Boohoo aims to make every customer 100% thrilled with their purchases. But if something just doesn’t suit your style, we completely understand!

This policy outlines the process, requirements and terms if you wish to return Boohoo merchandise purchased through our website or mobile apps (“Platform”). Please review carefully before submitting a return request.

Return Requests

To start a return, simply login to your account, navigate to Order History and select the “Return Item” button next to the product(s) to send back. You can also make requests via email, live chat or phone instead.

Include your 9-digit order number and reason in return messages so we can handle swiftly. Make requests within 28 days of confirmed delivery.

Return Reasons

Common return reasons include:

Knowing why something is coming back allows us to improve product quality or site accuracy. Please share candid feedback!

Once submitted, you’ll receive a confirmation email with next steps tailored to original payment and delivery location. Please print the Return Merchant Copy form in your confirmation and include with return for optimized handling.

Return Requirements

To ensure refund eligibility and proper processing, all returns must comply with the following:

Return Deadline
Domestic Returns – must be dispatched back within 28 days of delivery

International Returns – must arrive at our returns facility within 28 days of confirmed delivery

Return Shipping
You are responsible for paying return shipping costs and organizing transit via trackable provider. Return only using reputable carriers with tracking like UPS, USPS or FedEx to ensure package security.

We recommend insurance in case of losses. Boohoo assumes no liability for return packages reported missing absent a tracking number or after 28 days without receipt.

Customized / Personalized Items
Due to unique nature, most customized merchandise is non-refundable unless received defective or faulty. However, if you specified personalization details incorrectly, contact us within 14 days of receiving the item to discuss potential rework or remake.

Refund Method

Once returned items reach our facility and pass quality inspection, refunds issue typically within 5-7 days. We process back to the original payment method used on the order.

For card payments, de-authorization can take several days after initiated depending on individual bank. Final credit confirmation may take an additional statement cycle reflecting in account balances.

If original payment method is unavailable for whatever reason, email with alternate details or to discuss alternatives like store credit.

Return Status Tracking

Unsure if your return arrived yet? Check status online through Order History! Here you can view current stage such as:

You can also reach out to our Customer Service team for personalized return status updates.

Common Questions

Can I return sale items? Yes! Sale merchandise ordered through our Platform follows the same return policy. As long as items meet requirements above when sent back within 28 days of delivery, refunds will be provided per standard terms.

Can I return things bought abroad?
International customers can request returns online which then route back to our local returns processing facility. You may be responsible for return shipping costs. Expect extended transit times.

Can I return items bought in-store? For items purchased at physical Boohoo stores rather than online, please bring back the product and receipt to the original store location for an in-person return and refund.

Can I get an immediate refund in my account?
Payment methods dictate required processing times. Card refunds follow a de-authorization sequence with settlement times varying by bank, typically 5-7 days but can take longer. Contact support if you have not received confirmation of funds back in account after 14 days so we can investigate status.

How do I return personalized or customized products? Due to unique nature, most customized merchandise is non-refundable unless received defective or faulty. However, if you specified personalization incorrectly, contact us within 14 days of receiving the item to discuss potential rework or remake instead of return.

What about returns without the Return Merchant Copy printout or form? While not required, including your Return Merchant Copy form from confirmation emails radically simplifies identifying your return and speeding refunds. Without it, processing may be delayed several days as we manually research order details.


Don’t want to part with an item, but need a different size or color? No problem! We happily accommodate exchange requests.

To exchange, simply login and navigate to Order History. Select the “Exchange Item” button next to products you wish to swap. You can also make requests via email, chat or phone.

If exchanging for a less expensive product, the price difference remains as a credit on your account automatically. If swapping for a more expensive item, we will request payment details to cover the differential cost.

You must return original merchandise before we can dispatch exchange products. We email prepaid return postage labels to simplify sending items back to get exchanges underway.

Domestic customers enjoy free exchanges! International buyers cover any applicable duty/taxes on secondary shipment.

Receiving Damaged, Defective or Incorrect Items

Despite our best efforts, mistakes can occasionally happen. Please act quickly by immediately contacting us if you receive:

We swiftly investigate quality control concerns to identify how issues occurred, then make it right via refund, replacement or other resolution as reasonable. Our goal is restoring your satisfaction as our valued customer.

When possible, refuse damaged packages from carriers before accepting. Notify us within 48 hours of any discrepancies between orders and actual merchandise received so we can best address problems. The quicker the alert, the faster we can find solutions!

Still Need Help?

Reach out to our stellar Customer Service team if you have any other return-related questions or issues via:

Phone: 800-856-9765 Live Chat: Available online in bottom corner

We aim to respond within 12-24 hours across channels with helpful, human support 7 days a week.

Thanks for shopping Boohoo! We hope you love what you discover in your shipments. But if something just doesn’t thrill for any reason, let us know so we can make returns fast, free and hassle-free back to Boohoo.