Boohoo Parcel Not Delivered or Refund Refused? UK Guide
Boohoo's couriers vary by region and order — Evri, Royal Mail, and Yodel are common. CRA 2015 makes Boohoo responsible regardless.
Who delivers your Boohoo order?
Boohoo typically uses: Evri, Royal Mail, Yodel. The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with Boohoo, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on Boohoo to deliver into your physical possession.
Boohoo contact and returns
- How to contact
- Boohoo customer service via the help portal in your account. Live chat is usually the clearest route.
- Returns policy summary
- Boohoo offers free returns within a defined window (often 28 days). Verify on boohoo.com.
How to claim a refund from Boohoo
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact Boohoo via Boohoo customer service via the help portal in your account. Quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If Boohoo refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
Boohoo delivery FAQs
Is Boohoo legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (Boohoo) is responsible for the goods until you take physical possession. Boohoo cannot redirect you to the courier because your contract is with Boohoo, not the courier.
How long does Boohoo have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
What if Boohoo says the parcel was returned to sender by the courier?
Boohoo must refund within 14 days under Consumer Contracts Regulations once they receive it back. If they don't, escalate.
Boohoo's tracking says 'out for delivery' for days — what now?
After 5–7 working days past the expected date, treat it as lost. Contact Boohoo and quote Section 29 CRA 2015.
Are Boohoo's free-returns deadlines a legal limit?
No, those are Boohoo's own returns window. Your statutory rights for faulty/damaged goods are 30 days for short-term reject under CRA 2015.