Shopping at Boden is easy, but sometimes an item just does not work out. Maybe the size is wrong, the colour looks different in person, or it simply is not what you expected.
Whatever the reason, Boden has built a returns process that is designed to be simple and stress-free.
This guide walks you through everything you need to know about Boden returns, including how to use the Boden returns portal, what the Boden returns UK policy actually covers, and how to avoid common mistakes that slow down your refund.
What Is the Boden Returns Policy?
Boden offers free returns within the UK on orders placed directly through Boden. If you send an item back within 90 days of receiving it, and it is still in its original condition, you will get a refund for the price you paid.
For sale or clearance items, the window is shorter. You have 14 days from the date you receive a sale item to register your return through the Boden returns portal. Once registered, you then have a further 14 days to actually post the item back.
If your item was bought with a discount code or as part of an offer, your refund will reflect the price you actually paid rather than the full retail price.
The 365 Day Quality Guarantee
Boden also runs a quality guarantee that extends well beyond the standard 90-day window. If something develops a fault after the normal return period, you can still return it up to a year after delivery.
Here is how that breaks down:
Within 6 months of delivery, faulty items are eligible for a full refund, and you are free to place a new order if you would like a replacement.
Between 6 and 12 months, faulty items are refunded as account credit rather than cash. This credit has no expiry date and can be used on any future order, including sale items.
This guarantee is specifically for items that do not meet Boden’s quality standards. Items returned simply because they do not fit or are not to your taste still fall under the standard 90-day policy.
What Cannot Be Returned?
A small number of items are non-refundable for hygiene reasons. These include:
- Swimwear, if the hygiene strips have been removed
- Earrings, if the internal packaging seal has been broken
Keep these seals intact until you are certain you want to keep the item.
How to Use the Boden Returns Portal
Boden’s official online returns partner is ZigZag, and this is where the Boden returns portal lives. Here is the step-by-step process.
Step 1: Register Your Return Online
Go to the Boden returns portal through ZigZag. Enter your order number along with either your postcode or the email address used for the order. This pulls up your order details so the system knows exactly what you bought.
Step 2: Select the Items You Want to Return
Once your order appears, tick the specific item or items you want to send back. For each one, you will be asked to choose a reason for the return.
Picking an accurate reason helps Boden process things faster, and it also feeds into their internal data on sizing and quality.
Step 3: Choose Your Return Method
You will then be shown a list of carrier options. Depending on your location, this might include dropping the parcel at a shop, using a locker, or booking a home collection.
Most carriers will email you a QR code that you can simply scan at drop off, so you do not always need a printer. Some carriers, however, will ask you to print a label at home. Either way, your label or code arrives by email once the return is registered.
Returning Items Without a Printer
If you do not have access to a printer, you are not stuck. Boden has a partnership with EVRi ParcelShops that lets you return items using just your order number.
Here is how that works:
- Find your nearest EVRi ParcelShop using their store locator.
- At the shop, use the returns console and select the option for not having a QR code.
- Follow the on screen instructions and a label will be printed for you in store.
- Attach the label securely to your parcel and make sure any old labels or barcodes are covered or removed.
- Hand the parcel to a member of staff and keep your receipt as proof of return.
Returning From Outside the UK
Free returns are currently only available within the UK. If you are returning an order from outside the UK, you still use ZigZag, but there may be a cost involved depending on your country.
If your order number begins with GE, it was processed through Global-e rather than ZigZag, and you will need to use the separate Global-e returns portal instead.
If neither of these options suits you, you can post the parcel directly to Boden’s returns address. Be sure to include a note with your name, address, order number, and details of what you are returning.
Boden Returns Department Kirby Road Glenfield Leicester LE3 8DU United Kingdom
If you are based in the EU, Boden has a separate EU returns process through their EU website, with parcels sent to a German address rather than the UK one.
Returning Items Bought Through a Concession or Third Party
Not every Boden purchase goes through Boden directly. If you bought an item from a Boden concession inside a John Lewis store, through johnlewis.com, through Next, or through another third-party retailer, that return needs to go back through the original retailer rather than Boden’s own returns portal.
If you bought through Waitrose, most stores will accept Boden returns, and you should ask for a receipt when you drop the item off.
A handful of specific Waitrose locations do not accept Boden returns, so it is worth checking with the store first if you are unsure, particularly for Channel Island branches or Welcome Break sites.
How Long Does a Boden Refund Take?
Once you have sent your parcel back, allow up to 14 days for it to physically reach Boden’s warehouse. You will receive email updates along the way, and a final confirmation once your return has been processed.
After processing, refunds typically appear back in your account within 5 working days.
If 14 days pass after you posted your return and you have heard nothing, it is worth contacting Boden customer service directly with your order number and a description of what you returned.
Does Boden Offer Exchanges?
Boden does not currently offer direct exchanges. If you want a different size or colour, the process is to return your original item for a refund and then place a brand new order for the item you actually want. This approach also means you can check live stock availability before committing to the new order.
Returning a Gift
If you have received a Boden item as a gift and it is not quite right for you, you can still return it. Contact Boden customer service with the order number, which is usually printed on the address label attached to the parcel. One thing worth knowing is that Boden will keep the original gift giver informed about the return, so this is not a fully private process.
Will Returning an Item Affect My Discount?
If your original order included a discount code or promotional offer, that discount is applied per item rather than across the whole order. This means returning one item will not cancel the discount on the items you keep. Whatever you paid for the returned item, after the discount was applied, is the amount you will get back.
Can I Combine Multiple Orders Into One Return Parcel?
Boden asks that you return one order at a time. If you have items from separate orders to send back, they should go in separate parcels using separate return labels generated through the Boden returns portal.
How to Track Your Return
If you used the Boden returns portal through ZigZag, you can track progress using the link sent to you by email. If you cannot find the email, check your spam or junk folder, and consider adding Boden to your safe sender list so future updates land where you can see them.
You can also track a return manually by entering your order number along with your postcode or email address directly on the ZigZag tracking page. It can take a day or two after you post your parcel before the first tracking update appears, so do not worry if nothing shows up immediately.
Quick Reference Summary
Standard return window: 90 days from delivery
Sale item return window: 14 days to register, plus 14 days to send
Quality guarantee: up to 365 days for faulty items
UK returns: free
International returns: not free, processed through ZigZag or Global-e
Refund timing: up to 14 days for the parcel to arrive, then up to 5 working days for the refund to land
Exchanges: not offered, return and reorder instead
Final Thoughts
The Boden returns process is built around the ZigZag-powered returns portal, and once you understand the steps, it is genuinely one of the more straightforward returns systems among UK clothing retailers.
The key things to remember are the 90-day standard window, the shorter 14-day window for sale items, and the fact that swimwear and earrings cannot be returned once their hygiene seals are broken.
Keep an eye on your email throughout the process, since Boden will keep you updated at every stage from registration through to refund.