I've made two purchases from Boohoo, both disastrous. The first time I bought several items including Beauty and the Beast Soap Petals which came in an acetate bell-shaped jar in a cardboard box. They threw all my items in a flimsy plastic satchel with no bubble wrap. Predictably, the packaging of the Bath Petals was mangled beyond description. It took several emails to work out exactly what I needed to do. First they said I may not need to send the item back, and then they said I would. They also wouldn't replace the item, they would only issue a refund. I had to post the item back at my own expense, retaining the receipt; wait up to 28 days from receipt of the item at their end for a refund; THEN send them a scan of the receipt asking to be refunded separately for the postage costs. The whole process took well over a month and more than a dozen emails, not including order confirmations etc. When I bought the replacement item, it too as sent in a flimsy plastic satchel with no protection. Foolishly, I made a second purchase. on November 26 I bought three Body & Bath Advent Calendars, because they looked awesome, and I know a bunch of teenage girls who I thought would love them. "Surely," I thought, "they'll send THESE in a box." Nope. They were thrown loose into a large satchel, not even a shred of bubble wrap, and all three calendars arrived crushed, torn, mangled, dented and dirty, with the items dislodged. Not only that, but they took 15 days just to dispatch the items. I emailed Boohoo right away. By the way, they always send you an email saying "we’ll pop you a reply within 48 hours," but it's a lie. I've never had a reply from Boohoo within 48 hours. They wrote back to say "please send your item back in line with our usual returns policy," and instead of offering a refund of the postage, which would have been over AUD $15, they offered me a gift voucher, which is absolutely unacceptable. They also told me that the refund may take 28 days. This was the weekend before Christmas. In despair, I realised I wouldn't have time or money to buy replacement gifts before Christmas. I'm housebound with illness, so I have to do all my shopping online. I decided to ask Boohoo to refund half the cost of the items and let me keep them. Many businesses offer this option, because it's cheaper than sending the items back. I waited and waited, but I didn't hear back. In the days before Christmas I asked my parents to buy me some large sheets of cardboard, and I made new boxes for the items in the advent calendars. It took me several hours over a couple of days. I was exhausted. I still hadn't heard back from Boohoo, so I sent them another email reminding them to get in touch. Finally I heard back - they refused to offer a partial refund. I'm a little embarrassed to admit I burst into tears. I worked so hard on fixing up the damaged items they sent me, and I had tried to meet them halfway. It was too late to send them back. I replied immediately asking the customer service reps to forward my request to a supervisor. That was 10 days ago. I never heard back. I actually don't think I've ever had a less professional experience. It's like dealing with cheerful but utterly unhelpful robots. The returns process is ridiculously complex. They clearly take no care in packing items, and don't care if they arrive damaged. And it seems like they don't care whether their customers are satisfied either. As long as each person in the chain, including the customer, discharges their duty with regard to the system, Boohoo is happy. So the people at the dispatch centre throw your item in a bag and post it when they feel like it, the customer service people reply to your email when they feel like it with a bland, impersonal response that doesn't actually help you, and the people in charge of processing your refund do so when they feel like it, and refund the cost of postage for damaged items only if they feel like it. So, yeah. I'll never be buying from Boohoo again, and I wish I hadn't bothered in the first place. I regularly buy from the leading English online fashion and beauty store which is light years ahead of Boohoo in terms of customer service, and has never made me cry.