Hello! This post will explain the small details of returns at boohoo.com. Enjoy.
Boohoo returns policy
All customers may return any unsuitable items to us within 14 days of the date of delivery. Some products are non-returnable for hygiene reasons. This is indicated in the product description when purchasing the product. Customers must ensure that briefs/thongs/swimwear etc. are tried on over their underwear. In the interest of hygiene we may refuse returns where we reasonably consider that this has not been done. Refunds may take up to 21 days to be credited back to the customer from the date they returned them to us but the maximum will be 30 days. The refunds will be processed back to the method of payment the customer paid with. International customers do not receive free returns, and must pay for their own returns. However, they will not be charged the £2 restocking fee.
My item is not suitable, how do I return it?
UK and Republic of Ireland customers
Please return the item to us using the free returns label provided in the parcel stating the reason of return. Please note you must return the item within 14 days of your parcel being delivered otherwise you will not qualify for a refund.
We suggest you return your items with a trackable service for your own peace of mind. The return address can be found on the invoice inside the parcel.
What if I don’t have my returns label anymore?
Please contact us at email@example.com or on Twitter @boohoo_cshelp and we will e-mail you a replacement label.
How do I return an item online?
If you are a registered customer log into My Account and click ‘View Order History’. Select the relevant order and click on the item(s) you wish to return. Ensure you choose all items to be returned before you click ‘Add to Return List’. Choose a return for reason and click on Add to Return List. Be sure to take note of your RMA number. Your return will be logged online. The parcel must then be returned via the Post Office Counters. Non registered customers can contact Customer Services at firstname.lastname@example.org or on Twitter @boohoo_cshelp with details of the item you wish to return. We can create an RMA number for you, alternatively return the order and we will create an RMA number on receipt of the parcel.
What is an RMA?
An RMA number is a returns number which is issued online and lets us know you are returning your item. This speeds up the refund process in the warehouse when your item is received.
What if I do not have online access and can’t log an RMA?
Don’t worry if you cannot log an RMA, when the warehouse receives your parcel they will create one for you. Alternatively you can contact us at email@example.com or on Twitter @boohoo_cshelp and we will produce one for you - simply provide us with the names of the items and the reason for return.
How do I return the parcel?
Please re-pack the item in its original packaging. If this has been thrown away please use a suitable material which is strong and waterproof. Stick your returns label (found at the bottom right of your delivery note) over you address label. Be sure to add your RMA number under ‘Returns Reference’ if you have one. If not, simply write ‘N/A’. Please note products should be returned to us in the condition they were in when delivered to you, together with all accessories and packaging that were supplied with the product(s). Return the package by using the Post Office counters and obtain a certificate of posting from the Post Office. NB Please do not post the package through the post box without obtaining a certificate of posting. We recommend that you retain the receipt until you receive confirmation that we have processed your refund. Please note we are unable to process refunds for lost returns without this receipt.
What is the £2 re-stocking fee?
The £2 re-stocking fee is an admin charge which is deducted from your total refund.
How do I receive a full refund without being charged for the re-stocking fee?
You can avoid the £2 re-stocking fee by writing to us or emailing firstname.lastname@example.org confirming that you wish to cancel the contract with boohoo under the Distance Selling Regulations 2000. You need to write to us within 7 days of receiving your order and return all of the items in the order.
I returned my item last week - why haven’t I received a refund?
Please allow 21 days for your order to be processed back into your account.
My item is faulty/wrong - what can I do?
It is unusual that boohoo customers receive faulty items. If this does happen please return the item to us and you will be entitled to a replacement or a refund. Send the parcel back to us stating the reason for return on the returns label and contact us at email@example.com or on Twitter @boohoo_cshelp and we will either process a replacement or make a note that you would like a refund. You will be refunded when we receive the item back at the warehouse.
There is an item missing from my order - how do I receive a refund?
In the unlikely event that there is an item missing from your order please contact us at firstname.lastname@example.org or on Twitter @boohoo_cshelp and we will look into this for you.
Am I entitled to a full refund including my postage payment?
If your item is faulty or you have received the wrong item you are entitled to a full refund including postage, you will not be charged a re-stocking fee. If the item is simply unsuitable you will not be entitled to a postage refund and you will be charged a re-stocking fee. If International orders are unsuitable the postage will not be refunded but the re-stocking fee will not apply. This is because International returns are not free.
Our team at boohoo customer services are able to instantly trace your order and payment details. We work with the warehouse and look into each return individually to ensure the best level of customer satisfaction. We are an e-mail only contact centre and we aim to answer e-mails within 24 hours.
I hope this helps!…yoghurt covered raisins anyone? : ) x