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. Most orders will be with you within seven working days, however please bear with us if it takes a little longer.

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@bodenclothing.com.au ) or on the live chat on our website. We’re getting more queries than ever before so it will take longer than usual but we will come back to you as soon as possible. 

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.

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.

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

To the NHS with love from Boden

We’ve partnered with Helpforce, a big-hearted charity who coordinate initiatives to make the lives of NHS staff and patients better. So far, we’ve…

Donated over £1,000,000 worth of clothing to 20 NHS trusts across the UK.

Made 10,000 new pairs of PJs (with the help of our generous suppliers) to make night time and rest time a bit brighter for staff and patients.

But it’s not just us showing support, you lovely folk have donated £10,000 to Helpforce since our partnership began. Head to their site to hear more about their brilliant work.

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