Payment
Our office opening hours are Mon-Fri 9.30am-5pm. (UK Time)(Excluding weekends and Bank Holidays). We aim to respond to all queries within 48 hours (2 Working Days), however most queries will be responded to quicker than this.
If you can't find the answer to your question on this page, please contact Customer Services at ebay@boohoo.com.
Orders
Do I have to order online?
Yes, as this is the safest and most secure method of paying.
Is it safe to order online?
Yes. All orders are placed through PayPal which is a safe and secure payment method.
Can I make changes to my order?
Unfortunately, once you’ve submitted your order it is not possible to amend any details of the order. If you change your mind about a product please refer to our Returns Policy for information on ‘How to Return’ products.
Can I cancel my order?
Unfortunately, once you’ve submitted your order it is not possible to cancel it. If you change your mind please refer to our Returns Policy for information on ‘How to Return’.
I've received an incorrect or faulty item?
Please return the item to us following the returns policy – Returns Policy. Put a note in the parcel for the reason for return. This will be reviewed by the warehouse once received and a full refund will be given where applicable.
Deliveries
Where do you deliver to?
We currently deliver to the UK to include Northern Ireland, the Channel Islands, Isle of Man, Isle of Wight and the Highlands and Islands of Scotland. Republic of Ireland, and Europe (Excluding Andorra, Canary Islands, Greenland, Gibraltar, Iceland, Norway, San Marino, Switzerland and Vatican City State).
Do you deliver to PO Boxes and BFPO addresses?
Yes, but you will have to select the Express delivery service for BFPO addresses
How much does delivery cost?
UK (Standard Delivery) – 3-5 working days - £2.50
UK (Express Delivery) – 1-2 working days - £4.50
Republic of Ireland (Standard Delivery) – 3-5 working days - £4.99
Europe (Standard Delivery) – 5-10 working days - £6.99
How long will delivery take?
Please see Delivery Details for more information.
What time will my delivery arrive?
Deliveries can be made any time between 7.00am and 9.00pm for UK and Republic of Ireland orders, so please ensure there is access to the delivery address at all times during this period.
Can you deliver to a different address than my billing address?
Yes. This can be a work address or another residential address. Make sure you have this set as your primary PayPal address when ordering.
What if I am not in when my parcel is delivered?
The delivery company may leave the parcel with a neighbour, or if there is a safe, secure location at the property they may leave the parcel there. The delivery company will leave a card saying that they have attempted to deliver the parcel, and provide you with details on where the parcel has been delivered to, how to contact them to re-arrange a delivery time or to advise where you can pick your parcel up from.
What if my parcel does not arrive?
Please contact Customer Services on ebay@boohoo.com and we can investigate further, and if necessary action a claim with the carrier on your behalf. Please note that this can take up to 21 days to process the claim with the carrier.
Returns
How long do I have to return items?
You are able to return unsuitable items within 14 days of the date shown on the dispatch note. Please return this in the original packaging. Some items (such as underwear/ swimwear) may not be returnable for hygiene reasons. This will be indicated in the product description.
How much does it cost to return an item?
Within the UK and Republic of Ireland - Free of charge. Your free returns label will be included with your parcel.
Within Europe – You will have to return items at your own cost using your local postal service.
How do I return an item?
UK orders:
Use the free returns label included within your parcel and we ask that you follow the steps below:
- Repack the item in its original packaging.
- Over-sticker your address label with the address label found on the bottom right of your delivery note.
- Add a note inside with the reasons for return. E.g. you could write the product name, and next to it, Unsuitable, small fit etc.
- Return the package by using the Post Office counters and obtain a certificate of posting from the Post Office.
- Keep your Certificate of Postage safe, as you will need this as your proof of return.
Republic of Ireland:
If you would like to make a return, we have set up a return process with An Post that allows you to return unwanted items free of charge by using the postage-paid label provided with your order.
Europe – We are unable to offer a free returns service to our overseas customers. You will need to return these your own cost with your local postal service.
How long does it take to process the return?
We aim to refund you as quickly as possible, but it may take up to 21 days for the refund to reach your account.
Do you refund the delivery charge?
Yes, in certain circumstances. Please see our Returns Policy for more information.
How can I get a free returns label?
- UK and Ireland - On the bottom right of the delivery note is a returns sticker. If you did not receive one with your parcel please contact Customer Services on ebay@boohoo.com quoting your Order ID and we can send another one out to you.
- Europe – You do not receive a free returns label. Items must be returned at your own cost.
Can I have an exchange instead of a refund?
Unfortunately we are not able to process exchanges at this moment in time. Please return your item to us following the process in our Returns Policy, and we will process a refund for you.
Payments
How can I pay for my order?
We accept payment via PayPal only.
Products/Stock
I need more information about a product?
We aim to give as much information under the product descriptions as possible, however if you have any further queries please contact Customer Services at ebay@boohoo.com and we will try and find out for you.
Will you be getting more stock in?
Please contact Customer Services at ebay@boohoo.com with the item code and/or name and we will try and find out if we will be getting more stock in. Please bare in mind, with being a clearance site; it is quite likely that we will not have any further stock coming in.
Do you have a size guide?
Yes. View the size guide.
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