Delivery, Orders and Returns

What happens if I don't like the items or they do not fit?

Answer: Don't panic. If you send the item back to us you can either exchange the item or have a full refund (please fill in and enclose the form attached to your despatch note).

I am going away for a month. Can I return the item when I get back?

Answer: There is no need to worry as you have a maximum of three months in which to return the goods (although this is reduced to 7 days on sale goods - because we are trying to get rid of the stock to clear out our warehouse for a new season).

I am between a size twelve and fourteen. Which should I go for?

Answer: This really depends on the individual item that you are interested in as some are designed to be more generous (or more fitted) than others. If in doubt you should ask the Customer Care Representative for help, as he/she will be happy to help and has access to all the measurements of each item - as well as other useful information.

Why do you want my e-mail address / telephone number etc?

Answer: We ask for these details so we can contact you in case there is a problem with your order. In about one order in 50, for example, there is a delivery problem and we need to contact the customer to resolve it. We also contact customers through e-mail with special Boden offers and information. For example, if we have your email address, we can alert you to our Internet Sale straight away. You'll be at the front of the queue! We do not make e-mail addresses or telephone numbers available to other companies. (We do sometimes make postal addresses available to companies we think our customers might be interested in, but if you do not want this service please give us a call and we will make sure that you do not receive any such mailings.)

What is Boden's address?

Answer:For any correspondence or if you are returning goods for refund or exchange please send them to:

J.P Boden
180 Armstrong Road
Pittston
PA
18640-9628

Why is this product in the catalogue if you are completely sold out?

Answer: We are very sorry if an item you would like to order is sold out or is delayed. We really do try and make sure that as many items as possible are in stock. Having good stock availability not only means happier and better-dressed customers but also more sales and a happier accounts department. We have a team of staff dedicated to trying to predict sales and how many of each colour and each size of each individual product we should order. Unfortunately this is not an exact science - we do not have a crystal ball - and every season some items sell far better than expected (and some not so well). In addition, since everything is made exclusively for us, it often takes three or four months to get repeat deliveries. We do sincerely apologise if an item that you want to order is out of stock and hate this problem as much as you do.

Why don't you order more stock?

Answer: The most common cause of bankruptcy amongst retail companies is holding too much stock. Even if we wanted to, we couldn't order much more stock than we do currently as we couldn't afford it. It would also mean much more 'Sale' activity - nice for you, but ultimately suicidal for us. In addition, it wouldn't really solve our stock problems, which are dominated by a few styles outselling our predictions (and historical trends), often by a factor of as much as 5! We therefore try to order a realistic amount, but as mentioned above, certain items shoot out of the warehouse far quicker than anticipated.

Why does it sometimes take so long to get more supplies of an item?

Answer: If it looks like an item will run out, we do try and re-order in plenty of time but clothes can still take some time to arrive with us. As well as having to have the garments made, checked, delivered, and checked again, we also often have to have the fabric especially woven for us, which can take at least 2 months if the mill is busy. For example, we launch our Summer catalogue in July. After 2 weeks we have quite a good 'read' of what is selling and we place top up orders of items of which we predict we will not have enough. In most cases, these items will not be delivered until November - four months later! As we grow we get more clout with factories but sadly (for this reason if not others) we're still a very small fish.

Why can you not guarantee the item is in stock if it is showing there is 1 or 2 in stock?

Answer: We advise our telephone operators to warn customers that there is a chance that an item might not be available if there are fewer than three showing as "in-stock". Although we do regular stock-takes and the level should be accurate, there is occasionally a small discrepancy. Human errors are sadly unavoidable in this area. We feel that it is important to warn customers about this at this stage rather than a few of them being disappointed (to say the least) later on.

Is Johnnie married?

Answer: Johnnie is very happily (most of the time) married (to Sophie) and has three children (Anna, Katie, and Stella).

Do you have a shop?

Answer: We do not have a shop in the US. We are fundamentally a Mail Order Company.

Where are your clothes made?

Answer: We source from all over the world - Great Britain, Europe, Far East, with most fabrics coming from Europe. Quality is the most important criterion for factory selection (something which is now - sadly - hard to find in the UK). I'm afraid our telephone operators are unable to say where each individual garment is manufactured. We visit all the factories we use to ensure that they are high quality, safe places and that they adhere to high ethical standards.

How long does it take to process my returns?

Answer: We will always try and process your returns as quickly as possible, but, as stated in the catalogue, it can take up to twenty-one days when we are very busy. Over the last season we have brought down the average time it takes to process a return. We will continue to try and reduce it this season.