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?
Paperless returns 28 days to return REFUNDS WILL TAKE UP TO
14 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/last 4 digits of your phone number.

3
Select your preferred return option

Print returns label at home or in store options.

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!

A returns charge of €2.50 per parcel will be deducted from your refund amount. Returns are FREE for premier customers.

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?

Customers will receive a refund within 14 days of us receiving the item(s) or, in the event that we do not receive your returned item(s), within 14 days of you providing us with proof of return via one of our chosen carriers. It could then take up to 7 additional days for the refund 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 minus the cost of £1.99 for returning the item to us.

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).
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.

Paperless returns 28 days to return REFUNDS WILL TAKE UP TO
14 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/last 4 digits of your phone number.

3

Select your preferred return option

Print returns label at home or in store options.

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!
A returns charge of €2.50 per parcel will be deducted from your refund amount. Returns are FREE for premier customers.
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, Solo, Maestro, Electron and American Express. We also accept PayPal, 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!

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. Please note that Apple Pay does not work on the boohoo app.

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 next day 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 next day or standard delivery options, this includes Click and Collect services as well. You will then receive unlimited FREE delivery and our standard FREE returns on your orders with no minimum spend 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.

Paperless returns 28 days to return REFUNDS WILL TAKE UP TO
14 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/last 4 digits of your phone number.

3

Select your preferred return option

Print returns label at home or in store options.

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!
A returns charge of €2.50 per parcel will be deducted from your refund amount. Returns are FREE for premier customers.
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.

Log in your account, select "addresses" and you can either add a new one or edit an existing one.

We are unable to amend the delivery address on an order which has already been placed.

You can choose how you want us to contact you about things we think you'd like to hear about. If you don't want to hear about great new offers, just simply log into your account, click on contact preferences and don't tick anything!

If you know your password its simple! Log into your account using your current password, then under the account information section, you have the option to change your password. If you've forgotten your password, at the account log in page select the forgotten password option and follow the steps to reset. If that doesn't work, please get in touch by going to the 'contact us' tab on this page.

Log into your account, select payment details and either add, delete or edit your payment options.

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

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.

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.

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.

If you've placed an order and received a cancellation email from us, we're very sorry. This will usually be because the stock wasn't in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.

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 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.

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.

Paperless returns 28 days to return REFUNDS WILL TAKE UP TO
14 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/last 4 digits of your phone number.

3

Select your preferred return option

Print returns label at home or in store options.

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!
A returns charge of €2.50 per parcel will be deducted from your refund amount. Returns are FREE for premier customers.
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've gone paperless! You can generate a returns label from our website, attach it to your parcel and send it back to us.

Orders placed between 17th November and 18th December 2022 will be eligible for returns until 15th January 2023. Orders placed on or after 18th December will follow the normal returns period of 28 days from date of purchase

Ready to Return? Click here

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

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.

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.

Delivery option	Delivery times	Delivery cost
Republic of Ireland Standard Delivery	3-4 working days	€5.99 per order
Republic of Ireland Next Day Delivery	1 working day (Order by 1pm)	€7.99 per order

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Please note following areas are unavailable for Next Day Delivery: ARKLOW, BALLINCOLLIG, BANDON, BANTRY, CARRIGALINE, CHARLEVILLE, CLONAKILTY, CO SUBS, KINSALE, MIDLETON, SKIBBEREEN, YOUGHAL, BARNATRA, DUNMANWAY, ENNISKEANE.

Customer Service