Company complaint letter guide

How to complain to Boohoo

Resolve Boohoo retail issues like missing refunds or quality problems with AI-generated, evidence-led complaint letters designed to escalate and get a response in 2026.

Retail Allow up to 14 days for an initial response. If a return/refund is involved, allow reasonable processing time and escalate after 28 days if unresolved. Retail complaints process; consumer rights under the Consumer Rights Act 2015. Escalation may include ADR (if offered) and payment-provider chargeback/Section 75 where eligible.

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Missing refund Return dispute Incorrect item Quality issue Delivery issue

Before you start

Have the key details ready so your Boohoo complaint letter is specific, evidence-led and easier to respond to.

ReferenceAccount, order, policy, booking or claim number TimelineWhen it happened and when you chased EvidenceEmails, receipts, photos, screenshots or reports OutcomeWhat would fairly resolve the complaint

Start with the paper trail

Order number, return confirmation and tracking, photos (fault/damage), refund promises, and correspondence.

Ask for a written response

Allow up to 14 days for an initial response. If a return/refund is involved, allow reasonable processing time and escalate after 28 days if unresolved.

Say what would put it right

Be specific about the outcome you want, such as a refund, repair, replacement, explanation, apology or compensation.

Keep escalation options clear

If the issue is not resolved, the relevant route may involve Retail complaints process; consumer rights under the Consumer Rights Act 2015. Escalation may include ADR (if offered) and payment-provider chargeback/Section 75 where eligible..

How to complain to Boohoo (UK)

This page helps you generate a structured complaint to Boohoo for common retail issues such as missing refunds, return disputes, incorrect items, quality concerns, or delivery problems.

What your complaint should achieve

Make the problem easy to verify (order number, dates, tracking).
State the impact (money owed, inconvenience, replacement costs).
Request a specific remedy (refund £X by a date, replacement, correction).
Ask for a written response.

Evidence checklist

Include: order confirmation, return label/confirmation, tracking showing delivery to returns, photos where relevant, and copies of chat/email messages.

Escalation

If you do not receive a meaningful resolution within a reasonable timeframe, escalate in writing and consider payment-provider routes such as chargeback or Section 75 where eligible.

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Boohoo complaint FAQs

How do I complain to Boohoo about a missing refund?

Provide the order number, return date, tracking/confirmation, the refund amount expected and any promised timescales. Ask for payment by a specific date.

What if Boohoo says my return was not received?

Attach tracking proof and delivery confirmation to the returns address. Request a written outcome of their investigation and your refund.

What is a reasonable response time?

Allow around 14 days for an initial response, and escalate if unresolved after about 28 days (especially where a refund is overdue).