Ordering from Boohoo is the easy part. Figuring out what happens when something does not fit, looks different to the photos, or just is not quite right once it arrives can feel a bit more confusing.
The good news is that the Boohoo returns process is actually fairly straightforward once you know where to look and what to expect.
This guide walks through everything you need, from the official Boohoo returns policy to using the Boohoo returns portal and printing your Boohoo returns label, so you can send unwanted items back without any guesswork.
What Is the Boohoo Returns Policy?
The Boohoo return window gives customers 28 days from the date of delivery to send back anything they no longer want. That applies whether you shopped during a sale or paid full price, as long as the item still meets the return conditions.
To qualify for a Boohoo return, items generally need to be:
- Unworn and unwashed
- In their original condition
- Still attached to the original tags and labels
- Packed securely, ideally in non-see-through, sealable packaging
If you are returning more than one order, it is worth packing each order separately. Mixing multiple orders into a single parcel can slow down how quickly your refund gets processed, since Boohoo matches returns against individual order numbers.
A few categories are excluded from returns for hygiene reasons, including:
- Cosmetics and beauty products
- Pierced jewellery
- Swimwear and lingerie where the hygiene seal has been broken or removed
- Fashion face masks
Footwear can be returned too, but Boohoo asks that shoes only be tried on indoors so the soles stay free of marks. This does not affect your wider statutory rights as a consumer, so if something arrives faulty or not as described, you are still covered separately from these general conditions.
Boohoo Refunds: Cash, Store Credit, or Gift Card
One detail that catches a lot of shoppers out is how refunds are issued. Boohoo gives you a choice at the point of starting your return:
Refund to original payment method. This is the standard option and sends your money back to the card or payment method you used to place the order.
Store credit or gift card. If you choose this route instead, Boohoo currently adds an extra 20 percent on top of your refund value as an incentive. Customers who select this option also tend to see their refund processed faster than a standard payment reversal. The only catch is that this perk does not apply if your original order was paid for fully or partly with existing store credit, and it is not available for faulty items, which need to go through customer service directly.
It is a genuinely useful option if you shop with Boohoo regularly and know you will use the credit anyway, since that 20 percent bonus is essentially free extra value.
How Much Does a Boohoo Return Cost?
Boohoo charges a small returns fee that gets deducted automatically from your refund rather than charged upfront.
For items bought directly from Boohoo, that fee is taken from the total refund amount once your parcel has been received and processed. Items bought through one of Boohoo’s concession or partner brands carry their own separate small fee, and if a single order contains a mix of Boohoo items and concession items, each portion is charged individually.
This is worth bearing in mind if you are returning a low cost item, since the fee will be subtracted before the rest of the refund lands back with you.
How to Use the Boohoo Returns Portal
The Boohoo returns portal is where the entire process starts, and it is designed to be done without any login hassle if you do not already have an account.
Here is how it works step by step:
- Repack your items. Place everything back in suitable packaging. It does not need to be the original box or bag, just something sealable and not see-through.
- Open the Boohoo returns portal. You will be asked for your order number along with either your email address or postcode to pull up the order.
- Select the items you are returning. The portal lets you choose exactly which products from the order you are sending back, rather than forcing a return of the entire parcel.
- Choose your return method. You can usually opt to print a label at home or generate one to use in store, depending on what is available in your region.
- Confirm and post your parcel. Once the portal has generated your return, take the parcel to the relevant drop off point.
- Keep your proof of postage. This is your safety net if anything goes missing in transit, so hold onto the receipt until your refund has gone through.
Boohoo has also moved to a paperless returns system, which means you will not find a printed delivery note inside your parcel anymore. Everything is handled digitally through the portal instead, so it is worth bookmarking the returns page if you shop with Boohoo often.
Getting Your Boohoo Returns Label
Once you have selected your items and return method inside the portal, the system generates your Boohoo returns label automatically. Depending on the option you pick, you can either:
- Print the label at home and attach it to your parcel before dropping it off
- Use a digital QR code at a participating drop off point if you would rather not print anything
If you do not have a printer at home, the QR code route is the more convenient choice, since most courier drop off locations can scan and print on the spot.
Once your label is sorted and the parcel is on its way, you can track its progress, and Boohoo will send a confirmation email as soon as the returned item has been received at their end.
How Long Does a Boohoo Refund Take?
After your return arrives back with Boohoo, refunds typically take up to 14 days to be processed from the date the parcel was posted. Once the refund itself has been issued, it can take a further few days to actually appear in your account, depending on your bank or card provider.
If you opted for store credit or a gift card instead of a refund to your original payment method, that tends to move faster, since it does not rely on third party banking timelines.
Can You Exchange an Item Instead of Returning It?
Boohoo does not currently offer a direct exchange service. If you need a different size or colour, the process is to return the original item for a refund and place a brand new order for the replacement.
It is a bit more of a manual process than a straight swap, but it does mean you are not stuck waiting on stock checks or exchange approvals, since you are simply buying the new item outright while your refund processes separately.
What If an Item Arrives Faulty or Wrong?
Faulty or incorrect items are handled a little differently from a standard change of mind return. Rather than going through the regular returns portal, you will need to contact Boohoo’s customer service team directly. To speed things along, it helps to have the following ready when you reach out:
- Your name and order number
- The product name and code, found on your order confirmation email
- A photo showing the fault
- A short description of the issue
Handling faults this way means Boohoo can sort a replacement, refund, or repair without the item being treated as a simple unwanted return, and it usually gets resolved more quickly when all the details are provided upfront.
Final Thoughts on Returning to Boohoo
The Boohoo returns process is built to be done entirely online, from generating your label through to tracking your refund, and most of the friction comes down to making sure items are repacked correctly and kept within the 28 day window.
Whether you choose a standard refund or take advantage of the bonus value offered through store credit, the returns portal keeps things in one place so you are not relying on paperwork or guesswork. Once you know the steps, sending something back to Boohoo takes just a few minutes from start to finish.