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TOP 5 FREQUENTLY ASKED QUESTIONS

Your order could be in a couple of places… our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it’s on its way. You can track your order at the top of this page using your order number from that email. If you haven’t got your dispatch email (don’t forget to check those junk folders) then your order is waiting to leave us. 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.

Returns

Returns from the USA are absolutely FREE! 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.

 

STEP1:  Log onto our Portal and tell us what you are returning and why :).

Print off your returns label and attach it to your parcel. Returns are FREE all year round and you can track them as they make their way back to our US hub in New York.

STEP2: Post it off! Make sure you keep your proof of postage!
STEP3: 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.
STEP4: 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.

You need to get it back to us within 28 days from the date on your delivery note.

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

ORDERS & SHIPPING

Your order could be in a couple of places… our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it’s on its way. You can track your order at the top of this page using your order number from that email. If you haven’t got your dispatch email (don’t forget to check those junk folders) then your order is waiting to leave us. 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.

Are you sure it’s late? Please double check the shipping option you selected, cut off times for ordering and the date which we said it will be delivered by. You can check shipping timescales here. If it’s before the advised shipping date and you’ve had your dispatch email, then it’s on its way. Your shipping date has to have passed for us to be able to investigate where your order is. On rare occasions we do come up against a bump in the road. If your shipping date has passed, please contact us by going to the ‘Contact Us’ tab on this page and have your order number ready.

Not cool! We’ve either packed it wrong, it’s coming in more than one parcel or it’s fallen off the back of the wagon. If your expected shipping date has passed, then please contact us by going to ‘Contact Us’ tab on this page and we will sort it for you.

If you’ve placed an order and received a cancellation email from us, we’re very sorry. This will usually be because the stock wasn’t in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

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

Too late, you missed it! We are a very fast paced fashion retailer and keeping up with latest trends is our bag. This sometimes means our best selling items can go out of stock and we don’t usually plan on bringing them back in. The good news is if you keep checking back, some of our best garms do reappear. Our customer service team won’t know if a product is coming back in or not, you’ll see it first.

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, or you can reach us via private message on Facebook or on Twitter.

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.

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 will give you a refund when it does. A typical refund will take up to 21 days, that’s 14 days for the parcel to arrive back at our warehouse and us processing with up to 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 shipping address where you know someone will be able to receive the parcel or selecting an alternative shipping option at checkout.

RETURNS & REFUNDS

Returns

Returns from the USA are absolutely FREE! 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.

 

STEP1:  Log onto our Portal and tell us what you are returning and why :).

Print off your returns label and attach it to your parcel. Returns are FREE all year round and you can track them as they make their way back to our US hub in New York.

STEP2: Post it off! Make sure you keep your proof of postage!
STEP3: 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.
STEP4: 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.

Returns using the returns portal usually takes up to two weeks for your refund to be processed and a further 7 days 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.

Refunds are sneaky things and can show up in a couple of places:

1. Normally it shows on the day of refund confirmation by us (or up to 7 days after this date depending on your bank’s processing times) 2. If its 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, give us a shout on the contact us form.

Unfortunately we don’t offer an exchange facility. Simply return your item(s) by following these easy steps on the ‘How do I return?’ section and reorder for a replacement.

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

By logging your return through the portal and sending it back to us using the label provided, you should receive your refund within 2 weeks.

The funds should appear on your bank statement in up to 7 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 ourbabygear.com account.

Your return gets processed by our returns centre and your refund is then processed. If you do not receive notification that we have got your parcel at our warehouse within 28 days of sending it back to us, please give us a shout on the contact from.

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.