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1. WHAT IS YOUR RETURNS POLICY?
We hope that you will love everything you buy from us, however if this is not the case, we promise to refund any item you are unhappy with when you return it to us in a saleable condition within 14 days of the date shown on your dispatch note.
For hygiene reasons, pierced jewellery is non refundable.
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.
When returning items to us, please place your returned goods in their original packaging and do not remove any labels or tags.
Please also note: Goods that are damaged, or show signs of wear and tear, may result in deductions from your refund to make up for any value lost.
2. HOW DO I RETURN AN ITEM?
If you are a customer in the European Economic Area (EEA), you have a legal right to change your mind within 14 days and receive a refund for most products that you buy from us online. If you would like to cancel an order because you have changed your mind, you must tell us no later than 14 days after the date you receive the last of your items and you must return your items to us within 14 days of notifying us that you would like to cancel your order.
If you receive an incorrect or faulty item, we will let you know whether you need to return the item to us and if you wish to exercise your legal right to reject the item you must return it to us.
For USA, Canada, Australia and New Zealand customers please return items within 30 days of the date shown on your dispatch note.
For all other International customers, please return unsuitable items within 14 days of the date you receive the parcel.
Please return unsuitable items in its original packaging. Please note, we cannot offer refunds on pierced jewellery or on swimwear if the hygiene seal is not in place or has been broken.
3. HOW DO I RETURN AN ITEM?
Please follow the below process for returning your parcel to us:
- Re-pack the item in its original packaging with labels and tags still attached.
- Cover your address label with the boohoo.com address label found on the bottom right of your delivery note.
- Return the package by using the Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting.
- Keep your certificate of postage safe as you will need this as your proof of return
- Please return your item to the following address
4. HOW MUCH DOES IT COST TO RETURN AN ITEM?
We're sorry but we are unable to offer a free returns service. Returns must be made at your own cost. Please return using a standard trackable service. A returns label for your local returns centre will be included in your parcel.
5. HOW DO I RETURN A FAULTY ITEM?
- If you receive a faulty item and would like a refund, please send us a message via our Contact Us page, advising us of your order number (found in Order History in ‘My Account’), along with the name/product code of the item affected and the details of the problem, so that we may investgate this for you.
- Please return the item to us following the same procedure as stated in section 2 ‘How do I return an item?’
We‘ll examine the faulty product and be in touch with information of what refund you are entitled to via email within a reasonable period of time.
6. HOW LONG DOES IT TAKE TO REFUND MY ORDER?
We aim to process your return and refund you as quickly as possible.
If you are an EEA customer and you have exercised your legal right to change your mind and cancel your order, we will process your refund within 14 days from the day we receive your items back from you or (if earlier) within 14 days from the day you provide us with evidence that you have sent them back to us. If you are an EEA customer and your have returned faulty items, we will process your refund within 14 days of the date we agree that you are entitled to a refund.
For other customers, it may take up to 21 days for your refund to be processed after you have returned your item(s) to our warehouse.
If you have not been refunded within the time set out above, please contact us (with the proof of postage information on your Post Office receipt if you have it) and we will look into this for you.
7. CAN I EXCHANGE AN ITEM?
Unfortunately, we are not able to process exchanges at this moment in time. If you would like to return an item, please return your item as outlined in the above sections and we will happily process a refund for you.
8. WHAT ARE MY CANCELLATION RIGHTS??
In addition to our returns policy, you can cancel your contract with us at any time within 7 working days beginning on the day after you receive the product(s) which are subject to the contract (“cooling-off period”).
To cancel your contract, you must notify us by email email@example.com or in writing within the 7 day Cooling-Off Period to:
PO Box 553
You must then return the products as outlined in accordance with ‘How do I return an item?’. Notification of return of your products via the online procedure will not constitute notification of cancellation of your order for the purposes of your statutory rights to cancel the contract. Please note that in order to cancel your contract, you must return all the products that were covered by the order. You must take reasonable care of the products that you wish to cancel and not use or wear them. If you cancel your contract with us, we will refund the amount due to you, including delivery charges, within 30 days of the day you have given notice of your cancellation.
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.
References in this Returns Policy to: "we" and "us" are to Boohoo.com UK Limited; "Products" are to products listed on our website nl.boohoo.com ("Website"); and "Contract" are to the contract between you and us in respect of the sale of Products via our Website. Each time you make a purchase of Product(s) via our Website, you enter into a Contract with us. If you buy a number of Products in one order to be delivered to the same address, the Contract shall cover all the Products in that order. If you order Products to be delivered to different delivery addresses, there shall be a separate Contract in place in respect of each delivery address and each Contract shall cover all the Products being delivered to that address. For further information about the Contract, please read our Terms and Conditions.