Covid-19: FAQs

Hello,

I hope you and your families are keeping safe and well, and you’re squeezing those that you can. I just wanted to give you a quick update about where we’re at here at Boden, and answer some questions you might have.

Johnnie Boden

Keep calm and squeeze the ones you love

*If you can. We really hope you can.

The Boden warehouse, Johnnie Boden and Boden packaging

Are you still delivering?

We are still sending out spotty parcels of joy. Most orders will be with you within five working days, however please bear with us if it takes a little longer.

What’s your returns policy?

As always, we offer a no-quibble 3-month returns policy. If you’re now unable to make your return in that timeframe don’t worry – we’ll be allowing extra time for returns and you don’t need to contact us. When returning something, make sure you get a receipt. It’s taking us longer to process returns so please be patient if you haven’t heard from us, we’ll pop you an email as soon as it’s sorted.

What happens if I’ve requested an exchange?

We’re temporarily unable to process exchanges. If you have requested one, we will process it as a return and refund it, then send you an email when it’s sorted. If you’d like to place a new order for the item you wanted to exchange, please see our exchanges help section

When will you reply to my email?

We’re sorry that we’re being slow to reply – we’ve had more emails than ever before so please bear with us while we work our way through. We can’t give you an exact timeframe, but we will come back to you as soon as we can.

I’m self-isolating but want to return a sale item, what do I do?

Please do not worry – we will be allowing extra time for returns, including sale items, so just send it back when you can.

How do I get a returns label?

We’re temporarily unable to send these to you, but we will be happy to send you one once things return to normal and we will allow extra time for returns. To see our address, head to our returns help section.

How are you looking after your workers?

Our London and Boston office staff are now working from home and we have closed our shops. 

In line with the UK/US government and World Health Organisation guidelines, our warehouse teams in Leicester and Pennsylvania are now working under careful new protocols. We have introduced extra, thorough cleaning between shifts with a longer changeover gap between them. We have also changed shift patterns, so only a third of the team is on-site at any time to ensure there is plenty of space for social distancing. Everyone coming in has volunteered to do so and is receiving normal pay. For those not currently working, we have continued to support them through the government schemes available. 

How can I get in touch?

Our phone lines are temporarily closed, but you can still contact our friendly Customer Service team via email (cservices@boden.co.uk) or on the live chat on our website.

How are you making deliveries safe?

The current advice is that it is safe to receive parcels, although we do recommend washing your hands after handling one. Our carriers suggest you choose a safe place for your parcel to be delivered and you can request a ‘contact-free’ delivery by popping this in the ‘other instructions’ box of checkout or through your tracking information.

Are all your products still available?

At the moment, we have good availability on most styles. We’re working closely with suppliers to manage our upcoming summer and autumn ranges.

To the NHS with love from Boden

We’re partnering with Helpforce, a big-hearted charity, who coordinate initiatives to help make the lives of NHS staff and patients better. Together, we’ll be donating our lovely clothes to those that need them, from nightwear for NHS workers who can’t return home at the end of their shift, to clothes for recovered patients to wear when they leave hospital. Find out more about their brilliant work and how you can help here

To the NHS with love from Boden

Clothes that last

Check out our sustainability page to read about our 365-day quality promise and how we make your clothes responsibly.

Learn more