Important update to our services

At boohooMAN, we’re working hard to deliver for our customers in these difficult times. We are however, experiencing significant delivery delays in our network due to limited flights both international and domestic, social distancing requirements and a substantial increase in parcel volumes as more people shop online.

We know you’re keener than ever to find out when you’ll receive your deliveries. You can track your delivery through parcel tracking, the chatbot and the MyPost App. We ask for your patience with our contact centre colleagues who are doing their best to keep up with the additional demand.



Changing how we work to remain safe

Many customers and businesses have asked us how we are changing our ways of working to ensure the safety of our communities and teams.

Post Offices have implemented social distancing measures for all services conducted in store. Cleaning standards and personal hygiene guidelines have also been provided. Counter safety screens to improve hygiene and reduce risks are also currently being rolled out across the country. The response to this has been positive so far.

We’ve also had a number of questions regarding the safe handling of mail. The World Health Organisation and the Australian Department of Health have stated that the risk of contracting COVID-19 through handling of mail or parcels is extremely low. Nevertheless, we’ve introduced health and safety protocols in our facilities that ensure that mail and parcels are handled safely and that human contact is minimised. Contactless parcel deliveries where a signature is no longer required is also reducing risks.

Stay safe and thank you for your understanding Australia.

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  • Top 5 Frequently Asked Questions
      • Where is my order?
        Track your order here

        Enter your order number. Pssst...It's on your order confirmation or dispatch email

        Wondering where your order is? First things first: have you had your dispatch email? If yes, then there’s no need to worry, your order’s on its way. You can track your order in the box above, using the order number from your dispatch email.

        Can’t find your dispatch email? Don’t panic! Sometimes, your dispatch email can slip into your junk folder. If you’ve double checked your inbox and your spam folder and you still can’t find your dispatch email, then your order is still at our warehouse. Once you have the dispatch email, you can track it yourself via the link in the email or by using the "track my order” section at the top of this page.

        If you don't have your order number with you, grab it by logging into your account here and heading to the 'Order History' section.

      • What payment types do you accept?

        We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro, Electron and American Express. We also accept PayPal, AfterPay, ApplePay, Ideal and prepaid debit cards.

        We do not currently accept AfterPay on the boohooMAN App.

        Please note:?All payments must be made online when placing your order. We do not have the ability to place an order on your behalf.

        When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account.

      • What are the shipping options?
        We've got GST covered! No matter the value of your order

        SHOP NOW PAY LATER WITH AFTERPAY OR LAYBUY
        Shipping option Shipping times Shipping cost
        Australia Standard Delivery 13-15 business days *metro areas only $14.99 per order
        Australia Express Delivery 11-13 business days *metro areas only $19.99 per order
      • How do I return?

        Australia Returns

        Returns through our portal is fully TRACKED, cost effective and a convenient way to send your returns to us. Follow the simple steps below.

        On average your refund can take up to 21 days to show in your account, that’s posting back, processing and the refund going through the bank system.

         
        Step 1
        Log onto your Portal and tell us what you are returning and why.

        Pay for the postage and print off your label. Returns are a standard charge all year round and you can track them as they make their way back to our Australian hub in Sydney.

        Step 2
        Post if off! Make sure you keep your proof of postage!
        Step 3
        Your return arrives back at boohoo! Our team will make sure all is in order and authorise your refund - this could take us up to 3 days once it arrives back in our warehouse.
        Step 4
        Your refund is on its way. This can take up to 7 days to show in your account and is dependent on your bank's processing time.

        International Returns

        Step 1
        Repack the item with all the tags still attached.
        Step 2
        Select your country from the drop down menu to download a returns label. To download a new returns label, select your country from the drop down menu.

        To download a new returns label select your country from the drop down menu and enter your order number below- you'll find this in the Order History section on the My Account page

        Step 3
        Finally, post it off! Make sure you get proof of postage and keep it safe!


        You need to get it back to us within 60 days from the date you receive your delivery.

        We cannot offer refunds on fashion masks, cosmetics and pierced jewellery or on swimwear and lingerie if the hygiene seal is not in place or has been broken.

      • When will I receive my refund?

        When using the portal your return will be processed within two weeks and may take a further seven days to be processed and for the funds to show in your account. This is dependent on your bank's processing time. The refund will go back to the payment method you used when placing your order, once we've done our bit you'll get an email confirming it’s on its way. If you've waited more than 14 days with no email from us then please get in touch by going to the 'Contact Us' tab on this page.

      • I don't have the invoice from my parcel, can I return?
      • I am outside of the returns policy, can I return?
      • I don't have the original packaging, can I return?
  • Orders & Delivery
    • Where is my order?
      Track your order here

      Enter your order number. Pssst...It's on your order confirmation or dispatch email

      Wondering where your order is? First things first: have you had your dispatch email? If yes, then there’s no need to worry, your order’s on its way. You can track your order in the box above, using the order number from your dispatch email.

      Can’t find your dispatch email? Don’t panic! Sometimes, your dispatch email can slip into your junk folder. If you’ve double checked your inbox and your spam folder and you still can’t find your dispatch email, then your order is still at our warehouse. Once you have the dispatch email, you can track it yourself via the link in the email or by using the "track my order” section at the top of this page.

      If you don't have your order number with you, grab it by logging into your account here and heading to the 'Order History' section.

    • Delivery options
      We've got GST covered! No matter the value of your order

      SHOP NOW PAY LATER WITH AFTERPAY OR LAYBUY
      Shipping option Shipping times Shipping cost
      Australia Standard Delivery 13-15 business days *metro areas only $14.99 per order
      Australia Express Delivery 11-13 business days *metro areas only $19.99 per order
    • Why is my order late?

      If it's before your advised delivery date and you've had your dispatch email, then it’s on its way. Your delivery date has to have passed for us to be able to investigate where your order is. On some occasions, we do come up against a bump in the road but we will do whatever we can to help you locate your order. Don’t hesitate to contact us by going to the 'Contact Us' tab on this page. Make sure you have your order number at the ready so we can help solve the issue as quickly as possible.

    • What if no one is in?

      A signature may not always be required for delivery and if there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location.

      A card may be left to advise this to you, or to confirm that the parcel has been returned to the local depot.

      You can then contact them to arrange collection or to schedule a new delivery date.

    • Missing item(s) from my order?

      Your order might be coming in more than one parcel, but if your expected delivery date has passed, then please get in touch by going to the 'Contact Us' tab on this page and we’ll sort it for you.

    • Why was my order cancelled?

      If you've placed an order and received a cancellation email from us, this is usually because the stock wasn't in the warehouse when we came to process your order. If this is the case, we will issue your refund straight away, but it may take up to 7 working days to hit your account. This is just the banking process and not something we can speed up. Trust us, we would if we could.

    • Can I cancel or edit my order?

      We know you want your order fast, so once you click that 'place order' button our warehouse team are on it within seconds. Unfortunately this means we are unable to take any steps back and make changes or edit your order. You’ll need to place another order or return any unwanted items.

    • Can I exchange an order?

      Unfortunately we don't offer exchanges. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

    • Item out of stock?

      We keep up with the latest trends here at boohooMAN and this sometimes means our best selling items go out of stock in the blink of an eye. If you keep checking back, some of our most popular styles come back to site. However, for some items, once it's gone, it's gone.

    • I received an incorrect item, what do I do?

      Not cool!

      To get this fixed for you ASAP please head to our 'Contact Us' section.

      When you message, please include the following information:

        -Your name
      • -Order number
      • -Product name and code of the item ordered
      • -Product name and code of the item received
      • -Picture of the incorrect item and a description of the incorrect item received
      • If you choose to email, please have an image of the incorrect item ready for when you receive a reply, as you won’t be able to attach the image on the form just yet.

        Please do not return the item to us without speaking to our Customer Care team.

    • I received a faulty item, what do I do?

      We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please go to our 'Contact Us' form.

      To help us get this fixed for you ASAP, when you first contact us please include the following information;

        -Your name
      • -Order number
      • -Product name and code
      • -Picture of the fault
      • -Description of the fault

      (The product name and code can be found on your order confirmation email).

      If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

    • Will I be charged customs and imports duties?

      Depending on the value of your order, your boohooMAN parcel may or may not be charged customs or import duties. If your parcel is charged, it is up to the person receiving the parcel to cover these costs.

      Unfortunately, these charges are out of boohooMAN’s hands, and vary widely from country to country, so we’re unable to predict what your particular charges may be.

      For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected shipping charges at your end.

    • My tracking is showing that my parcel is being returned to sender

      Don't panic, this just means the carrier has been unable to deliver your parcel to you (you may not have been in, or they might not have been able to gain access to your property). If your tracking is showing as being returned to us, you can wait for your parcel to come back and we’ll give you a refund when it does. A typical refund will take up to 21 days; that's 14 days from you returning your order, us processing it, followed by 7 days for it to make its way through the banking system.

      If the carrier was unable to deliver this time it may be worth considering when you next order to use an alternative delivery address where you know someone will be able to receive the parcel or selecting an alternative delivery option at checkout.

  • Returns & Refunds
    • How do I return?

      Australia Returns

      Returns through our portal is fully TRACKED, cost effective and a convenient way to send your returns to us. Follow the simple steps below.

      On average your refund can take up to 21 days to show in your account, that’s posting back, processing and the refund going through the bank system.

       
      Step 1
      Log onto your Portal and tell us what you are returning and why.

      Pay for the postage and print off your label. Returns are a standard charge all year round and you can track them as they make their way back to our Australian hub in Sydney.

      Step 2
      Post if off! Make sure you keep your proof of postage!
      Step 3
      Your return arrives back at boohoo! Our team will make sure all is in order and authorise your refund - this could take us up to 3 days once it arrives back in our warehouse.
      Step 4
      Your refund is on its way. This can take up to 7 days to show in your account and is dependent on your bank's processing time.

      International Returns

      Step 1
      Repack the item with all the tags still attached.
      Step 2
      Select your country from the drop down menu to download a returns label. To download a new returns label, select your country from the drop down menu.

      To download a new returns label select your country from the drop down menu and enter your order number below- you'll find this in the Order History section on the My Account page

      Step 3
      Finally, post it off! Make sure you get proof of postage and keep it safe!


      You need to get it back to us within 60 days from the date you receive your delivery.

      We cannot offer refunds on fashion masks, cosmetics and pierced jewellery or on swimwear and lingerie if the hygiene seal is not in place or has been broken.

    • When will I receive my refund?

      When using the portal your return will be processed within two weeks and may take a further seven days to be processed and for the funds to show in your account. This is dependent on your bank's processing time. The refund will go back to the payment method you used when placing your order, once we've done our bit you'll get an email confirming it’s on its way. If you've waited more than 14 days with no email from us then please get in touch by going to the 'Contact Us' tab on this page.

    • I don’t have the invoice from my parcel, can I return?

      We've gone paperless! You'll no longer receive a delivery note in your parcel. Use the returns portal to get your trackable returns label.

      Ready to Return? Click Here>

    • I am outside of the returns policy, can I return?

      Unfortunately we cannot accept returns 28 days after the date of delivery.

    • I don’t have the original packaging, can I return?

      No packaging, no problem! Just pop your items in something non see-through, sealable & waterproof.

      Ready to Return? Click Here>

    • Can I return more than one order?

      Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.

      Ready to Return? Click Here>

    • I can't see the refund on my bank statement

      Your refund can show up in a couple of places:

      Normally it would show on the day of refund confirmation by us (or up to 7 days after this date depending on your bank’s processing times).

      If it's not there, try looking back to the date when you bought the items – some banks now highlight the refund credit against the initial debit date (or up to 7 days after this date, depending on your bank’s processing time).

      If you still can’t see it, please get in touch on the 'Contact Us' form.

    • Can I exchange instead of a refund?

      Unfortunately, we don't offer exchanges. Simply return your item(s) and reorder a replacement. Your refund will be processed once we've received your unwanted items.

    • Returns Policy

      ? Items must be returned within 60 days of receipt.

      ? Items must be unworn and unwashed.

      ? Pierced jewellery cannot be returned for health and hygiene reasons.

      ? Beauty products, fashion masks and accessories cannot be returned for hygiene reasons.

      ? Shoes must be tried on indoors.

      ? Items must have all tags attached.

      You must obtain proof of postage just in case your order is lost on its way back to boohooMAN.

    • Have you received my returned item(s)?

      It can take up to 28 days from the date of your return for your parcel to be delivered back to our warehouse and processed.

      On receiving your return, the next step is for us to check the item(s). Once our checks are complete, we’ll refund your credit/debit card. The funds should appear on your bank statement within 3-5 working days (how long depends on your card issuer).

      If you paid for your order with a gift voucher or store credit, this will be credited back to your boohooMAN account.

      We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

      All returns are quality checked – items should be returned in a new and unused condition with labels attached and, wherever possible, sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.

      If you've waited more than 28 days with no email from us then please get in touch by going to the 'Contact Us' tab on this page.

    • Do you refund the delivery charge?

      We'll refund your delivery charge if you return all of the items from the order and cancel your contract with us within 14 days for any countries within the EEA. You can cancel your contract here. If you decide to keep one of the items, you need to pay for delivery. We don't refund delivery charge for those countries listed outside of the EEA.

  • Payments & Promotions
    • How can I pay for my order?

      We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro, Electron and American Express. We also accept PayPal, AfterPay, ApplePay, Ideal and prepaid debit cards.

      We do not currently accept AfterPay on the boohooMAN App.

      Please note:?All payments must be made online when placing your order. We do not have the ability to place an order on your behalf.

      When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account.

    • Promotions & Discounts

      Who doesn't love a good deal on their favourite clothes? That's why we often have great promotions running on our website. Just remember, if you have one, you need to enter your discount/promo code when you check out as these cannot be applied to orders later. Make sure you sign up to our newsletters for exclusive offers .

      Having issues redeeming your discount code?

      • • Your code could’ve expired as we run offers for a limited time.
      • • Remember, you can only use one promotional code per order. If you enter a second code on top of one already used, this will cancel the original discount.
      • • Double check your delivery option. Some of our codes only work when you select a specific delivery option, such as our Next Day Delivery service.
      • • It’s a simple one, but be sure to check for typos.
      • • Make sure you’re only trying to apply the offer to products from the category on offer. Certain ranges are exempt from promotions, so this may be the case.
    • How do I use a gift voucher?

      Enter your code into the ‘Redeem Gift Voucher’ box at the checkout page and hit ‘Apply’. It’s as easy as that! If the value of your order is less than the value of your gift certificate, don’t sweat it. The balance remains on your voucher for next time.

      We're currently working hard on our gift vouchers so they're not currently available for purchase but they will be back up and running soon.

    • Laybuy

      Get it now. Pay it in 6. Interest free. Easy.

      Pay for your purchases over 6 automatic weekly payments on the day of your choice, interest free.

      Pay nothing extra. If you make repayments on time, you'll only ever pay the price of the item you've purchased. The only fees that may apply are late fees for missed payments.

      Simply select Laybuy as your payment method at checkout.

      All you need is:

      1. A Australian credit or debit card
      2. To be over 18 years of age
      3. A Australian residents address

      Laybuy is unavailable to App Customers.

    • Afterpay

      Shop Now. Wear Now. Pay It In 4

      Pay for your purchases over 4 equal fortnightly installments, interest free.

      Pay nothing extra. If you make repayments on time, you'll only ever pay the price of the item you've purchased. The only fees that may apply are late fees for missed payments.

      Simply select Afterpay as your payment method at checkout.

      All you need is:

      1. An Australian credit or debit card
      2. To be over 18 years of age
      3. An Australian residents address
      4.  

      Customer Services

      Afterpay Customer inquiries will be addressed by Customer Support team: info@afterpay.com.au or 1300 100 729.

      Customer Support is delivered on weekdays from 08:00hrs to 19:30hrs AEST and Saturdays from 09:00hrs to 17:00hrs AEST.

      Visit our Afterpay page for more information.

      See T&C's for further details

    • Payment Issues

      Payment Error

      If you experiencing error messages when making a payment, firstly, make sure you have inputted the correct details by checking all the information correctly. Contact your bank to ensure there are no problems with the card. After this, please contact us by going to the ‘Contact Us’ tab on this page to submit details and we will investigate further. To help us solve the issue for you, please include as many of the following details as possible (don't worry if you're not very technical or are unsure about any of the below; just give us as much information as you can):

      • • What operating system you use (e.g. iOS, Android, Windows Vista, Mac OS X)
      • • What Internet Browser you are using or if via our App (e.g. Internet Explorer 8, Firefox, Safari, Chrome)
      • • What payment method you were trying (e.g. PayPal, Visa)
      • • A description of the problem and what time the problem occurred
      • • If you get an error message, please include it in your message to us

      Payment Declined

      If your credit or debit card was declined, check to see if your card is expired, out of date or your card billing address is different to the billing address on your boohooMAN account.

      If the above doesn't help, your credit card company or bank will have more information.

      If using PayPal, please contact PayPal directly if your payment has been declined.

    • ApplePay

       

      APPLE PAY – FAQ 

       

      You can now pay for your boohooMAN orders with Apple Pay using a Visa, Mastercard or American Express Card on all devices which support Apply Pay*.

       

      How to Pay:

      It’s simple! Make sure you have Apple Pay set up on your device. Then, all you need to do is add the items to your basket, choose your preferred delivery option and then when you reach checkout, select the Apple Pay option as your payment method.

       

      Once you’re happy with your order tap the Touch ID**  or glance at your iPhone for Face ID and pay!

       

      Once the order has successfully gone through you will then be sent an order confirmation email.

       

      Please note, you won't be able to select Apple Pay if you've applied a gift voucher. 

       

       

      *If you are using Apple Pay on a Mac device, this payment option will only be available on Safari whilst using the Mac OS Sierra operating system.

      **If you have a Mac with Touch Bar, you will be able to verify your payment using the Touch ID sensor on your MacBook Pro keyboard. If not, you will need to make sure your phone or Apple watch is nearby in order to verify them remotely. 

    • Gift voucher not working

      Make sure you’ve entered it in the ‘Redeem Gift Voucher’ box at the checkout page and then hit apply!

  • Products
    • Why can't I find an item that was advertised?

      Our advertised products become very popular and sell out quickly. Check out our latest campaign products here.

    • Item out of stock?

      If you keep checking back, some of our products do reappear. Our customer service team won't know if a product is coming back in or not though, so you'll see it first.

    • Sizing

      View our Size Guide here.

    • I received a faulty item, what do I do?

      We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please go to our 'Contact Us' form.

      To help us get this fixed for you ASAP, when you first contact us please include the following information;

        -Your name
      • -Order number
      • -Product name and code
      • -Picture of the fault
      • -Description of the fault

      (The product name and code can be found on your order confirmation email).

      If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

    • Will I be charged customs and imports duties?

      Depending on the value of your order, your boohooMAN parcel may or may not be charged customs or import duties. If your parcel is charged, it is up to the person receiving the parcel to cover these costs.

      Unfortunately, these charges are out of boohooMAN’s hands, and vary widely from country to country, so we’re unable to predict what your particular charges may be.

      For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected shipping charges at your end.

    • I received an incorrect item, what do I do?

      Not cool!

      To get this fixed for you ASAP please head to our 'Contact Us' section.

      When you message, please include the following information:

        -Your name
      • -Order number
      • -Product name and code of the item ordered
      • -Product name and code of the item received
      • -Picture of the incorrect item and a description of the incorrect item received
      • If you choose to email, please have an image of the incorrect item ready for when you receive a reply, as you won’t be able to attach the image on the form just yet.

        Please do not return the item to us without speaking to our Customer Care team.

  • Contact Us

      Please include your order number when contacting us!

      WhatsApp Us WhatsApp Us

      (Sorry, we don't have a phone number)