Is boohoo down or not working today?

You can't log in or forgot your boohoo password

• On boohoo's password reset page, enter your email address: boohoo emails you instructions to reset the password.

You want to know where your order is

• Use the order number from your dispatch email: parcels can only be tracked once dispatched.

Tracking says your parcel is being returned to sender

The carrier couldn't deliver it; you can wait for it to come back and boohoo refunds you when it does.

An item is missing from your order

• Check it's on your order confirmation, check your emails (and spam) for an out-of-stock message, and whether your order is coming in several parcels.
• If none applies and the delivery date has passed, contact boohoo within 14 days of delivery.

You received the wrong item

• Contact boohoo with the product name and code ordered and received, plus a picture of the item you got.
• Don't send the item back before speaking to Customer Care.

Your item is faulty

• Contact boohoo with a picture and a description of the fault; the product code is on your order confirmation email.

Clearpay isn't offered or is refused

Clearpay is only for permanent UK residents aged 18+ with a UK billing address (not the Channel Islands), for orders between boohoo's minimum and £1000; your limit may be lower.

You missed a Clearpay instalment

Clearpay stops new purchases straight away and gives you until 11pm the next day before a late fee.

• Contact Clearpay directly about a payment you can't make.

You want to return or exchange an item from an order

boohoo doesn't offer exchanges: return the item and reorder; the refund is processed once your return arrives.

• Start your return through boohoo's online returns portal.