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 taking responsibility for our commitments and will not be changing payment terms or asking our suppliers for discounts.

Are you still delivering?

We are still sending out spotty parcels of joy, however these are taking longer than usual to reach you – usually 7-14 days.

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-5pm EST Monday-Friday, email johnnie@bodenusa.com or click on the live chat on our website.

What’s your returns policy?

For orders placed between 1st January and 31st May this year, we are extending our usual three-month, no-quibble return policy to five months. Please make sure you get a receipt when you mail your return. It’s taking us longer than usual 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.

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.

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.

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. 

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.

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.

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…

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

Started making 10,000 new pairs of PJs (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