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.

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 are you looking after your suppliers?

While we have had to reduce some orders, we are maintaining responsibility for our commitments and will not be changing payment terms or asking our suppliers for discounts. You can find more in-depth information here.

Are you still delivering?

We are still sending out spotty parcels of joy, however these are taking longer than usual to reach you – usually 7-9 days. Getting items in stock is proving tricky in these times, so please bear with us while we work closely with our suppliers to get your orders to you as quickly as possible.

How can I get in touch?

You can still contact our friendly Customer Service team the usual way. Call 1-866-206-9508 between 9am-9pm EST Monday-Friday, or 10am-6pm EST Saturday, email custserv@bodenusa.com, or click on ‘live chat’ on our website.

What’s your returns policy?

As always, we offer a no-quibble 3-month returns policy. When returning something, make sure you get a receipt. It may take a little longer for us to receive and process your return, so please be patient if you haven’t heard from us – we’ll pop you an email as soon as it’s sorted.

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.

How do I get a returns label? 

We are able to email a return labels to you. Alternatively, we can post a smart labels from our call centre, to your preferred address.

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. 

Are all your products still available?

Things are very unpredictable at the moment and we’re working hard with our suppliers to help them keep safety their top priority. While we know stock is coming, we don’t always know exactly when, which is why you’ll find some of our styles on pre-order. Rest assured, we’ll get them to you as soon as they’re available.

If you can’t see your answer above, try our general FAQs

With love from Boden

We’ve partnered with Helpforce in the UK and Delivering Good in the US to do our bit. So far, we’ve donated $1,000,000 worth of uplifting styles.

That includes $300,000 worth of clothing to vulnerable children across the US...

...and 10,000 pairs of pajamas (freshly made with the help of our generous suppliers) to make night time and rest time a bit brighter for those in need.

Read more about Delivering Goods’ brilliant work and see how you can get involved.

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