Is my order on its way to me?

If you’ve chosen the standard delivery option, we will send you an email once the parcel reaches Australia with a tracking link. Please allow four working days from when you place the order.

If you’ve chosen express delivery, we’ll email you with a tracking link when your item is sent out from our warehouse, letting you know your order is safely on its way.

Can I have my parcel redirected to a different address?

For your security we aren't able to change the address your order is being sent to. Don't worry – if you're not in when a delivery is attempted our carrier will leave a card advising where you can pick up your parcel.

AUSTRALIA STANDARD DELIVERY

If you choose Standard delivery:

• It’s free!
• Your parcel will be delivered within 7 business days (excluding weekends and public holidays).
• In most cases it will be delivered by Aus Post.
• You will receive an email once your parcel arrives in Australia with the tracking links (usually within 4 days).
• If you are not around when your parcel is delivered, the driver will either leave it in a safe location or a calling card will be left telling you how to collect your ASOS order.
• Your parcel will be delivered anytime between 7am and 9pm.
• We don’t deliver on public holidays. You can expect your delivery the next business day.

Please note that we base our delivery timeframes around the UK calendar, which means that during the UK bank holiday period, you’ll need to add an additional 1 working day to your estimated delivery time for each UK bank holiday. To find out the estimated delivery timeframe to your country, please click here (and remember to add any UK holidays which are mentioned above onto the timeframe stated).

AUSTRALIA EXPRESS DELIVERY

Deliveries will be made within 3 business days after you place your order [excluding Weekends], or within 2 business days if you live in Brisbane/Sydney/Melbourne/Perth Metro areas with these postal codes. You must have completed your order by 12pm AEST.

For a limited time only, the cost of International Express Shipping is AUD$10.00 and your order will be sent out via the most suitable carrier, depending on size and weight.

We cannot deliver to a PO Box address with our Express Delivery service and we can only deliver to a work or residential address. For deliveries to a PO Box address, please select our standard delivery service.

Your dispatch email will include a tracking link for you to follow your order

Your order can be delivered anytime between 7am and 9pm and a signature will be required on receipt in most instances.

If you are not around to take delivery of your parcel, the carrier will leave a calling card telling you how you can pick it up.

Unfortunately we cannot deliver on a public holiday. In this instance please expect your delivery on the next business day.

Please note that we base our delivery timeframes around the UK calendar, which means that during the UK bank holiday period, you’ll need to add an additional 1 working day to your estimated delivery time for each UK bank holiday. To find out the estimated delivery timeframe to your country, please click here (and remember to add any UK holidays which are mentioned above onto the timeframe stated).

INTERNATIONAL DELIVERY INFORMATION

• International shipping is charged on a flat rate basis, regardless of the weight of your order.
• Standard and express delivery services are available for most of the countries that we ship to. Once you have entered the delivery address, you' be able to see the available delivery services.
• Tracking is available on some standard delivery services and on all express delivery services. You will receive a confirmation email from our warehouse once your order is on its way to you, with a tracking link for your parcel so you can follow its journey.
• Shipping costs are calculated automatically at the checkout page when both the destination and delivery service are selected..
• Click here to find out more about international delivery times and costs.
• Our carriers deliver during normal business working hours and may require a signature on receipt, so we suggest your order is delivered to a work address rather than a home address.
• Your order will be sent out via the most suitable carrier, dependent on size and weight.
• Any customs or import duties are charged once the order reaches its destination country and must be paid by the recipient of the order. We have no control over these charges and cannot predict what they may be.
• Customs policies and charges vary widely from country to country - we'd recommend that you contact your local customs office for further information. Where customs charges are due, this may impact the time it takes your parcel to reach you.
• Once your order has arrived in your country, it will be passed on to an internal postal service, according to standard delivery procedures.
• If you are not in when your parcel arrives, the carrier will leave a card telling you where it is. It might be left in a safe place or there will be details on how to pick up your order or rearrange delivery.
• Please be advised that on any public holiday dates in your country, deliveries will not be made. In this instance, please expect your order to arrive the next business day.

Please note that we base our delivery timeframes around the UK calendar, which means that during the UK bank holiday period, you’ll need to add an additional 1 working day to your estimated delivery time for each UK bank holiday. To find out the estimated delivery timeframe to your country, please click here (and remember to add any UK holidays which are mentioned above onto the timeframe stated).

Do I have to pay Customs charges?

As part of a promotional offer we are now covering all import duties on Australian orders. This should be done automatically but if you are charged keep a copy of the invoice and payment then get in touch with our Customer Care team. We will then happily refund these costs for you. This is a promotional offer and is subject to change.

Customs or import charges will be charged once the parcel reaches its destination country.

If you are a retail or wholesale customer ASOS will not be responsible for any Customs or Import duties.

GST

GST is not included in our prices for customers in Australia.

Where you order goods to the value of $1,000 or more, including where you place multiple orders that are dispatched simultaneously and arrive in Australia at or around the same time, you may be liable for GST.

As part of a promotional offer we are now covering GST on Australian orders. This should be managed automatically but if you are charged, please keep a proof of payment and get in touch with our customer care team who will arrange a refund of these charges. Please note this is a promotional offer only and is subject to change.

DO YOU DELIVER TO WORK ADDRESSES?

We can deliver to your home address or your work address if this is more convenient for you.

Please note that we cannot deliver to PO Box addresses on express delivery. For information please click here.

DO YOU SHIP TO PO BOX ADDRESSES?

We are able to deliver to PO Box addresses in the US, Australia, Cyprus and United Arab Emirates for those customers who have selected ‘Standard Delivery only’. Outside of these countries, we can deliver to your permanent residential address or your place of employment. If you choose to have your order delivered to you at work, please ensure that there will be someone available to take receipt of the goods.

WHAT IS YOUR RETURNS POLICY?

Do you want to return something? No problem!

• You can return any item for a refund, within 28 days of receiving your original order.
• If you want it replaced for a different size or colour, you will need to place a new order.
• We will refund the price you paid when you purchased you item. This includes sale items.
• If you wish to return uunderwear, swimwear or any items marked with a ‘+’ next to the product name, please do not remove the original wrapping for hygiene reasons.
• We try hard to accept all returns, and returns to us don’t need to be in the original packaging. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
• All goods will be inspected on return.
• The goods are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way.
• We are not responsible for any items that are returned to us by mistake.
• Click here to download a returns form and label or use the label on your delivery and returns note, enclosed with your order.
• Make sure you use a postal service that insures you for the value of the items you are returning or obtain proof of posting.
• Our returns address is: ASOS Returns Centre
  PO Box 6071
  Chullora NSW 1408
• Did you order from ASOS Marketplace? If so, please contact the seller directly for return address and instructions.

Can I Return An Item For An Exchange?

We’re not able to offer an exchange on returned items. If you want a different size or colour, or you want a different item, you’ll need to place a new order.

HOW DO I RETURN SOMETHING TO YOU?

• We want to give you a hassle-free way to return any item to us for a refund. You can return any items within 28 days of the date you received your order.
• Simply fill out the Returns Form enclosed with your order and use the Address Label provided to post it back to us. We use the Returns Form to identify your order so it’s important that you include the completed form in your parcel so we can refund you for the item.
• If you haven’t got your Returns Note or Label anymore, then you can click here to print off a new one.
• It can usually take up to 10 working days (excluding weekends) for your return to be delivered back to our warehouse, depending on which postal service you use.
• Your refund will be processed within 1 working day of your return arriving at our warehouse and we’ll send you an email to confirm once we’ve refunded you.
• Any refund will automatically be issued to the original payment method used when placing your order (i.e. card, PayPal account).
• All goods are inspected upon return and we try our best to accept all returned items. Items don’t need to be in their original packaging but in the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
• Did you order from ASOS Marketplace? If so, please contact the seller directly for return address and instructions.

I HAVE LOST MY RETURNS NOTE

Don't worry if you can’t find your returns note. Just click on the below link to download the form and follow the instructions at the top of the note. Don't forget to include this with your parcel when you return your goods.

Australia Returns Note.

• Did you order from ASOS Marketplace? If so, please contact the seller directly for return address and instructions.

Will You Refund My Delivery Charge?

• We will usually refund you what you paid for your order but not the delivery charge.
• This is unless the entire order was faulty or incorrect.
• For more information on our Returns Policy, just click here.

I HAVE BEEN REFUNDED THE INCORRECT AMOUNT

We’re really sorry if we’ve made a mistake with your refund!
If this is the case please contact our Customer Care Team and we’ll try and sort it out for you as soon as possible.
The following may affect the amount you have been refunded:

• The delivery charge, which is only if the entire order is faulty or incorrect.
• Any discounts that were applied at the time of sale, which may not now be applicable.

Can I Return Items That Were Bought Using A Gift Voucher?

Of course! Your right to return an item is exactly the same regardless of the payment method you used. If you paid for your whole order with a gift voucher, the voucher amount will be credited back to your ASOS account ready for you to spend straight away.

If you paid with a combination of payment card and gift voucher, we'll refund anything you paid for with your debit/credit card first, and the remaining amount will be credited to your ASOS account ready to spend straight away.

Have You Received My Returned Goods?

We’ll process your return within 1 working day of it being received at our warehouse. We’ll send you an email to confirm when this has been done.

In the unlikely event that you haven’t received an email within 10 working days of returning your items, get in touch with our Customer Care Team and we'll get back to you within 6 hours.

Make sure you let us know your original order number, which items you have returned and any delivery reference numbers (i.e. from a collection service or courier) when you contact us.

I Have Been Refunded For The Wrong Item

We are really sorry if we made a mistake when processing your return.

Please get in touch with our Customer Care Team so we can sort it out for you as quickly as we can.

The Product Code On My Returns Note Is Different From The Website

• Don’t worry, the product code on your delivery note is the one you need to use if you are querying or returning something.
• It’s unique to the size and colour combination of your item.
• This may vary from the general code found in the ‘Info and Care’ section on the item page.

How do I search for item?

Do you know what it is you are looking for? If so type it into the Search ASOS box at the top of the page and click on the magnifying glass

Or, to browse through what’s available, select a category from the drop downs under Women, Men, etc.

You can then narrow your search by selecting product type, size, colour etc. from the options on the left-hand side of the page.

Found what you want? Add to your shopping bag and when you are done shopping, follow the instructions on screen to complete your order.

Is it safe to order online?

Safer than it's ever been. We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times Also, we are a senate member of IMRG, the leading industry body for global online retailing, which promotes the highest possible industry standards and best practices, to ensure honest and truthful online transactions.

We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:

• Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
• Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server.
• Data Integrity - this checks the data being transferred to ensure it has not been altered.

In the unlikely incidence of unauthorised use of your card, you must report the incident immediately to your credit card provider in order to qualify for security protection.

Do you have a catalogue?

We don’t have a catalogue. With thousands of items to choose from and hundreds added every week, it would be impossible to keep up if we did.

Instead we put all our energy into providing you with a website where you can shop 24 hours, 7 days a week, where we can show you what the clothes look like both in pictures and catwalk videos.

You can also check out the ASOS magazine online here, for outfit inspiration, how to’s and features, fresh to you every month.

Worried about buying online? Rest assured we invest time and money to make sure we have the systems and software that protect you and your purchases

My payment has been declined

• Check the card details on your ASOS account to make sure the information is correct, e.g. the expiry date or your billing address.
• Make sure you enter the security code correctly – that’s the three digit number on the back of your card
• Your card issuer may have declined your payment – as they don’t tell us the reason for this, it’s best to check with them.
• If you’ve checked all of the above, try paying with another card.

If you’ve tried all these and are still having problems, get in touch with our Customer Care Team with as many details as you can about the issue including any error messages and we’ll try to resolve it as soon as we can.

Can I amend my order?

We are unable to amend any part of your order or change the delivery or payment method once your order is complete.

You may be able to cancel your order – click here to see how.

Can I cancel my order?

If you have chosen Standard Delivery you have up to an hour to cancel your order from the time your order was placed.

If you have chosen any other delivery option you have up to 30 minutes to cancel your order from the time your order was placed.

If you still want to cancel your order click here to sign into your account. Look at your last order – if the button next to it says ‘Cancel/View’, you still have time to cancel it by clicking that button. The status will change to ‘Cancelled’.

When you place an order with ASOS, the funds are reserved for us - we don't actually take the money until your order has been confirmed and sent to our warehouse. If you cancel your order, we don't take the money however it may take up to 10 days for your bank or card issuer to make your funds available to you again.

If the 'Cancel/View' button is not available, it's too late for you or our Customer Care team to cancel your order. You can return your order to us once you've received it. For more information on how to return your order click here.

The price has changed since I ordered it. Can I get a refund?

As an online business our prices change in response to fashion trends, stock and demand from customers. In this case we will not refund the difference.

DO I NEED TO CREATE AN ACCOUNT TO SHOP WITH YOU?

Yes you do, but it’s simple to do and allows you to order easily without having to fill in your details every time you shop with us.

You will also receive benefits such as order tracking, regular newsletters, and exclusive discount/promos and special offers.

You can join now, or you can start shopping straight away and set up your account when you check out – whichever suits you best.

Just follow the easy steps on screen and remember to have your payment and address details to hand.

Size guide/ care instructions

We never want to send you something that doesn't fit properly so we have size guides available on all our product pages.

Just click on the 'Size Guide' button on each product page or check out our women's and men's size guides for measurements, fitting tips, washing tips - everything to make sure it fits perfectly and stays looking great.

There’s also a helpful guide which shows you how to measure yourself.

CARE GUIDE

Do
Always read the care label and washing instructions before washing your clothes.
Arrange your laundry into groups with similar wash care instructions and organise into whites, darks and colours.
The care label washing temperature is the highest permitted temperature. But if you are unsure, always wash at a lower temperature rather than higher.
Rinse swimwear immediately after use and do not wring.
Turn garment inside out before washing.

Don't
Avoid using too much detergent.
Do not use fabric detergents which contain bleach.
Do not tumble dry garment unless indicated on the care label.
Do not iron prints, trims or embellishments.
Do not leave garments with white and contrast coloured panels soaking for prolonged periods.
Garments with metal trims should not be left to soak.

Footwear
We recommend treating suede & nubuck with an appropriate protector before wear.
A suede brush will help to keep the nap raised & the suede looking new.
If your shoes get wet, stuff them with newspaper and dry naturally, away from a direct heat source.
This will prevent the outer materials drying out and cracking.
Unless otherwise stated, trainers and canvas shoes should not go in the washing machine.
If they get dirty, let them dry and remove the excess dirt with a clean bush or cloth.
For heeled products, check top pieces (heel tips) regularly & when they start to wear down take them to a good shoe repair shop and have them replaced to avoid slipping or causing further damage to your shoes.
When purchasing leather products from ASOS please remember that it is a natural product & some variations between pairs in terms of colour and finishes may occur.

Can You Give Me More Information About Your Products?

We try to give you as much useful info as we can about all our products, including:

• A detailed description
• Lots of pictures
• A catwalk video
• How the sizing works
• How to care for your item

If there is other information you feel should be available, get in touch with our Customer Care Team.

How Can I Pay?

We like to give you plenty of payment options, so you can use any of the payment types listed below. In order to help avoid you incurring overseas transaction fees, we use ASOS Transaction Services Australia Pty Ltd (ACN 160 667 845) of Level 1, 333 Collins Street, Melbourne, VIC 3000 as our billing agent to invoice you and collect payment for your order. That means you will see their name on your invoice and on your transaction history if you pay by credit or debit card. We and ASOS Transaction Services Australia Pty Ltd also take security very seriously indeed, so your details will be safe with us. If you have any questions about paying for your order, please get in touch with our Customer Care Team.

All credit and debit card holders are subject to validation and authorization by both ASOS Transaction Services Australia Pty Ltd and the card issuer, to maintain security and prevent fraud.

WHAT CURRENCIES CAN I USE?

You can pay using various currencies. If you choose a currency from the list in the top right corner of the page, all our prices will be displayed in that currency.

WHEN WILL I BE CHARGED?

Upon receiving your order our billing agent, ASOS Transaction Services Australia Pty, carries out a standard pre-authorisation check on your credit or debit card to ensure there are sufficient funds to fulfil the transaction. Goods will not be dispatched until this pre-authorisation check has been completed. Your card will be debited once your payment has been approved.

If your card is not authorised, your card will not be debited, and we'll email to let you know your bank or card issuer wouldn't authorise the payment.

Please remember that even if a payment is not authorised, some card issuers may still reserve the money, meaning you can't use it for a short period.

How do I use my discount/promo code?

Your discount/promo code has to be entered in the box which states ‘Promo code or Student Code’ within the ‘Order Summary’ section.

Once you have entered the code, click on ‘Update’.

You must enter the discount/promo code when you are checking out as it can’t be applied later.

There are some rules around discount/promos:

• Only one discount/promo code can be used per order.
• Discount/promo codes cannot be used for gift vouchers.
• As our discount/promo codes vary so do the terms and conditions of each, so make sure you check when you receive any discount/promo code

Can I Use More Than One Discount Code?

You can only use one discount/promo code per order. Click here to find out how to use your discount/promo code.

DO YOU HAVE AN ETHICAL SOURCING POLICY?

We have a responsibility to our customers, colleagues and supply partners to ensure that the items sold on asos.com are produced under acceptable conditions and in an ethical way. This means that they must have been produced:

• -      Lawfully, through fair & honest dealing;
• -      Without exploiting the people who made them;
• -      In decent working conditions and;
• -      Without damaging the environment

We were pleased to have been accepted as members of the Ethical Trade Initiative in March 2009. For more information please see www.asos.com/Code-of-Conduct and www.ethicaltrade.org and if you would like to know more about our work in this area, please contact us at csr@asos.com

The Item I Want Is Out Of Stock. Will You Be Getting More Stock?

We don't currently have the facility to let you know if or when an item is due back in stock. As we like to offer you new and exciting products regularly we don't tend to restock a lot of our items again.

We are always looking at improving your shopping experience so if this changes, we’ll let you know.

You could also look for something similar – all you need to do is type a description or trend into the search box on our website. You can narrow down the selection by using our ‘Refine By’ section on the left hand side of the screen. Our New In section includes all our latest items, so it’s always worth a look!

I AM HAVING PROBLEMS ACCESSING YOUR WEBSITE

We suggest that you have the latest version of your operating system provider e.g. Windows, OSX etc.

If you’re still having problems, get in touch with our Customer Care Team and include:

• As much detail as you can about the issue.
• Screen shots of any error message you get.
• Which web browser you are using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.).
• What you have done so far to try to resolve it.

I CAN’T SEE THE CATWALK VIDEOS

If you’re having trouble viewing the catwalk videos, make sure you have the latest version of Adobe Flash Player from www.adobe.com. You must have at least version 9 installed.

If after this you’re still having problems, get in touch with our Customer Care Team and include:

• As much detail as you can about the issue.
• Screen shots of any error message you get.
• Which web browser you are using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.).
• What you have done so far to try to resolve it.

Items have disappeared from my shopping bag

If you’ve added something to your shopping bag, it will be reserved for 60 minutes. After 60 minutes, it will be removed so other customers can buy it.

If you find something has disappeared within 60 minutes, this may be because you are using the ‘back’ button on your browser to navigate. Instead, use the grey ‘continue shopping’ button on the shopping bag page.

If you’re still having problems, try deleting the cookies on your system. Simply go to the Tools tab on your internet browser, and select Internet Options. Find the tab that allows you to delete cookies and click OK.

If after this you are still having problems, get in touch with our Customer Care Team giving as much detail as you can about the issue including:

• Screen shots of any error message you get.
• What you have done so far to try to resolve it.

I CAN’T SIGN INTO MY ACCOUNT

You must sign into your account before you can shop with us or if you want to see or track your orders.

If you receive a message that says your email address/password isn’t recognised, follow the steps below:

• Make sure you are using the same email address and password you registered with.
• If you can’t remember your password click on the ‘forgotten password’ link on the sign in page. You’ll be prompted to enter your email address and we’ll send you an email with a link that will allow you to create a new password for your account.
• If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes.
• If after this you still can’t sign in, get in touch with our Customer Care Team giving as much detail as you can about the issue including screen shots of any error message you get and what you’ve done so far to try to resolve it.

I don’t seem to be receiving my emails/ newsletters from you

After you sign up and place an order, you should receive a variety of emails from us, which include ASOS newsletters, Order and Return Confirmation emails and any responses from our Customer Care team.

There may be a number of reasons you’re not getting these from us.

• Your email software may be marking our emails as junk mail. To stop this from happening, please add 'info@newsletter.asos.com' to your email address book.
• Make sure you typed in the correct email address when you signed up with us. Just sign in to your account (if you can remember which email address you used) to check this.
• If after this you are still having trouble, get in touch with our Customer Care Team giving as much detail as you can about the issue and we will try our best to help.

I Have Received A Faulty Item

We want to sort out any issues with faulty items straightaway.

As soon as you discover a fault, please get in touch with our Customer Care team with the order number, the faulty item's name and number, and a description of the fault.

We’ll get back to you within 6 hours and send you a replacement item as quickly as we can.

I Have Received An Incorrect Item

We want to sort out any issues with incorrect items straightaway.

Please get in touch with our Customer Care team with the order number and the incorrect item's name and number.

We'll get back to you within 6 hours and try to resolve it for you as quickly as we can.

An Item Is Missing From My Order

• We may have sent your items in separate parcels. You will be able to see this on the email from our warehouse telling you your order is on its way.
• If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.
• If an item is missing, please get in touch with our Customer Care team with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.

The Price Has Changed Since I Ordered It. Can I Get A Refund?

As an online business our prices change in response to fashion trends, stock and demand from customers. In this case we will not refund the difference.

Do I Have To Create An Account To Shop With You?

Yes you do, but it’s simple to do and allows you to order easily without having to fill in your details every time you shop with us. You will also receive benefits such as order tracking, regular newsletters, and exclusive discount/promos and special offers. You can join now, or you can start shopping straight away and set up your account when you check out – whichever suits you best.

Just follow the easy steps on screen and remember to have your payment and address details to hand.

How Do I Change Details On My ASOS Account?

You can log into your account anytime. Once you are logged in you can change your:

• Password
• Email address
• Delivery address
• Payment details

It’s worth checking every once in a while just to make sure we have the right details for you.

Can I Sign Up For Your ASOS Newsletter?

• Yes you can and it’s really easy to do! There are two ways to register for the newsletter:
• Click here to set up an account with us. This also means when you are ready to start shopping, you will have a head start.
• Or you can sign up here via the homepage.

How Can I Pay?

We like to give you plenty of payment options, so you can use any of the payment types listed below. In order to help avoid you incurring overseas transaction fees, we use ASOS Transaction Services Australia Pty Ltd (ACN 160 667 845) of Level 1, 333 Collins Street, Melbourne, VIC 3000 as our billing agent to invoice you and collect payment for your order. That means you will see their name on your invoice and on your transaction history if you pay by credit or debit card. We and ASOS Transaction Services Australia Pty Ltd also take security very seriously indeed, so your details will be safe with us. If you have any questions about paying for your order, please get in touch with our Customer Care Team.

All credit and debit card holders are subject to validation and authorization by both ASOS Transaction Services Australia Pty Ltd and the card issuer, to maintain security and prevent fraud.

What Currencies Can I Use?

You can pay using various currencies. If you choose a currency from the list in the top right corner of the page, all our prices will be displayed in that currency.

When Will I Be Charged?

Upon receiving your order our billing agent, ASOS Transaction Services Australia Pty, carries out a standard pre-authorisation check on your credit or debit card to ensure there are sufficient funds to fulfil the transaction. Goods will not be dispatched until this pre-authorisation check has been completed. Your card will be debited once your payment has been approved.

If your card is not authorised, your card will not be debited, and we'll email to let you know that your bank or card issuer wouldn't authorise the payment.

Please remember that even if a payment is not authorised, some card issuers may still reserve the money, meaning you can't use it for a short period.

My Payment Has Been Declined

• Check the card details on your ASOS account to make sure the information is correct, e.g. the expiry date or your billing address.
• Make sure you enter the security code correctly – that’s the three digit number on the back of your card.
• Your card issuer may have declined your payment – as they don’t tell us the reason for this, it’s best to check with them.
• If you’ve checked all of the above, try paying with another card.

If you’ve tried all these and are still having problems, get in touch with our Customer Care Team with as many details as you can about the issue including any error messages and we’ll try to resolve it as soon as we can.

Can I Contact You If I’m Not The ASOS Account Holder?

We’re happy to hear from anyone who has a general query about shopping with ASOS, however if you are contacting us about an order or an account then you do need to be the ASOS account holder.

We also ask that you use the email address that you registered with us so we can verify your details.

Do you offer student discount?

We offer a student discount of 10% to all valid UNIDAYS members all year round.

To use your discount, simply enter your UNIDAYS unique code into the ‘Promo code or Student Code’ box at the checkout.

Discount is not available on delivery charges, sale items and gift vouchers. Discount cannot be used in conjunction with any other offer.

ASOS reserve the right to terminate this discount without notice.

Discount is only valid for UNIDAYS valid members and is non-transferable.

Should a code be used by anyone other than the designated student, the discount will be withdrawn without notice.

To find out more and to read the T&Cs, please click here.

How do I use my discount/promo code?

Your discount/promo code has to be entered in the box which states ‘Promo code or Student Code’ within the ‘Order Summary’ section.

Once you have entered the code, click on ‘Update’.

You must enter the discount/promo code when you are checking out as it can’t be applied later.

There are some rules around discount/promos:

• Only one discount/promo code can be used per order.
• Discount/promo codes cannot be used for gift vouchers.
• As our discount/promo codes vary so do the terms and conditions of each, so make sure you check when you receive any discount/promo code.

Can I use my student discount with another discount code?

As your Student discount is valid all year round it can’t be used together with any other discount/promo code. Click here to find out more about our Student discount.

How do I buy a Gift Voucher?

The good news is that buying a gift voucher is easy - just decide:

• Who you want to send it to.
• How much you want to spend.
• When you want the lucky person to get it. We can send it to them up to three months after you’ve bought it, using the email address you give us.

Once they’ve received their voucher, they have up to 12 months to spend it.

They can use the whole voucher at once or just part of it.

At the moment you can only buy gift vouchers £ GBP. If you’re ordering outside the UK your order will be shown in £ GBP at the checkout and in your confirmation emails, but if you pay with a credit/debit card, it will show in your own currency on your bank or credit card statement.

Click here to buy a gift voucher.

Can I send a paper Gift Voucher?

As we’re an online retailer, we don’t send paper vouchers.

You can send the gift voucher to your own email address so you can print it out when you receive it.

Don’t forget to enter the name of the person you are giving the gift voucher to in the ‘To’ field.

Click here to buy a gift voucher.

HOW DO I USE MY GIFT VOUCHER?

When you receive your voucher it’s a good idea to register it straight away. This will add the credit to your account immediately, ready for you to spend.

Just enter the 16 digit code into the gift voucher section of the ‘Wallet’ on your ASOS account and click ‘Add’.

Once the voucher has been added to your account, it can’t be transferred to another account.

You have 12 months to spend the whole amount of your gift voucher although you don’t have to spend it all at once.

When you want to buy something using your gift voucher, it will automatically appear when you reach the checkout. Just click ‘Redeem Voucher’. It may ask you to enter the 16 digit code before the order completes.

If you’re spending more than the value of your gift voucher, you’ll need to pay the extra bit using a credit or debit card in the usual way. If you’re spending less than the value of your gift voucher, the credit will stay on your account for you to spend later, but you’ll need to spend it before the expiry date of the gift voucher.

To get to the final billing page, card details are always required. There's no need to save them to your account and as long as the Gift Voucher covers the entire cost of the order, you won't need to use the card. Should you choose to save the details, you won't be prompted to enter them every time you place an order.

Click here to go shopping.

The person I bought the Gift Voucher for hasn’t received it, what can I do?

Ask them to check in their junk mail; if it’s not there contact our Customer Care Team with the following details and they’ll do their best to replace it for you:

• The order number you received when you ordered the gift voucher or the email address registered to the account the voucher was ordered from.
• The value of the gift voucher.
• The email address the gift voucher was sent to.

What can I do if I have lost my Gift Voucher?

Get in touch with our Customer Care Team with the following details and they will do their best to replace it for you:

• The order number you received when you ordered the gift voucher or the email address registered to the account the voucher was ordered from.
• The value of the gift voucher.
• The email address the gift voucher was sent to.

Can I return items bought with a Gift Voucher?

Of course! Your right to return an item is exactly the same regardless of whether you bought it with a gift voucher, a payment card, or a combination of the two.

If you paid for your whole order with a gift voucher, we’ll send you another voucher for the total amount.

If you paid with a combination of payment card and gift voucher, we'll refund anything you paid for with your debit/credit card first, and the remaining amount will be credited to your ASOS account ready to spend straight away.

Can I cancel or return a Gift Voucher?

Did you buy the gift voucher? If you did, you can cancel your gift voucher order within 30 minutes of completing the order.

If that timescale has already gone, and the gift voucher hasn’t been used or associated with an account, get in touch with our Customer Care Team.

We will cancel it for you or if it’s because of a mistake in the email address, we’ll change it for you and send you another one.

THE CUSTOMER CARE TEAM

We aim to making shopping with ASOS easy and simple, but we know that you may have some questions so we’ve developed our Help and Contact area to help.

Hopefully, you will find the answers you are looking for here in our help and contact information. However, if you need to contact us, we’re here 24 hours a day, 7 days a week and you can email us via 'Contact Us'.

We’ll let you know your query has been received, and will get back to you with an answer within 6 hours.

Alternatively you can use:

• Facebook via ASOS.
• Twitter via @ASOS_HeretoHelp.

Be sure to include as much information as possible in your email, post or tweet so we can investigate and get back to you quickly.

ASOS BLOGS

ASOS Blogs is a place for anyone who loves fashion to talk about style, shopping, and of course ... ASOS! The Community is made up of forums, groups, blogs and profiles so you can make this space all about you – your opinions, your ideas, your taste, your life.

If you have any other questions about ASOS Blogs, please click here

PRESS AND MEDIA RELATIONS

For all press and media relations enquiries, please contact the PR team using press@asos.com. For international requests, please email internationalpress@asos.com. You can also use these email addresses to enquire about our extensive press sample loans service for journalists and stylists.

For print ready seasonal PR images, please visit www.prshots.com/asos.

PARTNERSHIP / COMMERCIAL ENQUIRIES

For all commercial and partnership enquires please email media@asos.com

GENERAL MARKETING

For any advertising or promotional opportunities please email marketing@asos.com

I AM A SUPPLIER

Please contact us if you are interested in selling your products on ASOS.com and specify what product groups you represent, e.g. Mens, Womens, Beauty or Outlet.

INVESTOR RELATIONS

For all corporate/shareholder enquiries please refer to our investor relations page

CORPORATE SOCIAL RESPONSIBILITY

For information and enquiries about our Corporate Social Responsibility work and / or Ethical Sourcing Policies, please contact csr@asos.com

I have seen a fake ASOS website. Can I buy your products from there?

We are aware that there are some websites that try to imitate what we do. We know about most of these sites but it can take a while to shut them down. To make sure you are buying from ASOS, only purchase products from our official websites:

• www.asos.com
• www.us.asos.com
• www.asos.fr
• www.asos.de
• www.asos.com.au
• www.asos.es
• www.asos/it

If it's not one of the above, you're not shopping with us. If you're not sure then please contact our Customer Care team who will look into it for you.

HAS MY ORDER BEEN SHIPPED OUT YET?

As soon as your order is dispatched from our Warehouse, you will be sent an email to confirm that it's on its way.

Our Warehouse team works around the clock so you could receive the email in the day or the night.

From there it should be delivered within the timescale we advertise. You can track most orders by logging into your ASOS.com account.

INFORMATION ON OUR STANDARD DELIVERY SERVICE

Deliveries will be made within 8 business days after you place your order [excluding Weekends].

Australia Standard Delivery is FREE and your order will be sent out via Australia Post in most instances.

Order tracking is not available for Australia Standard deliveries, so please wait the full 8 business days for your delivery to arrive.

If you are not around to take delivery of your parcel, it will either be left in a safe location or you will be left a calling card telling you how you can pick up your ASOS parcel.

Unfortunately we cannot deliver on a public holiday. In this instance please expect your delivery on the next business day.

HOW DO I RETURN AN EXISTING ITEM?

As an online business, we aim to provide a Returns service that is totally hassle-free for you.

From receipt, you have 28 days to decide if you want to return any item (this includes all sale items) within your order for a refund. Just fill out the Returns Form enclosed with your order.

If an item develops a fault after 28 days, you may be able to return it for a refund or replacement depending upon the type of item, the way in which such an item is ordinarily used and the typical lifespan of that type of item, You are not able to return goods if they have been thrown away, destroyed, lost or damaged through no fault of ours after the goods have been delivered to you. See our returns policy here for more information about what to do if you think there is a fault with an item you received.

Please note it is very important that when you return an item, we know the order number it relates to and your details. Without these details we won't be able to provide a refund.

It can take up to 10 days for us to receive your return, depending on which postal service you use. However once we receive them, we will inspect and process the goods within 24 hours to ensure you receive what you want as quickly as possible.

If you change your mind about the goods (including the size or colour), the items returned must be in their original condition. All goods will be inspected on return and any item in unsuitable condition will be sent back to you.

So you are kept informed, we will send you an email confirming the action we have taken, as soon as we are confident the goods are in their original condition and the return has been allocated to your ASOS.com account.

Any refund will automatically be issued to the card or gift voucher used to make the original purchase and in the event, we are unable to provide a suitable replacement we will automatically refund you and let you know via email.

For more information on our returns policy, just click here.

• Did you order from ASOS Marketplace? If so, please contact the seller directly for return address and instructions.

HAVE YOU RECEIVED MY RETURNED GOODS?

As soon as your return has been processed by our warehouse, we'll email you to let you know.

In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please get in touch with our Customer Care Team and we'll get back to you within 6 hours.

DO YOU HAVE A SHOP?

Who needs a shop? All those rails to trawl through, the rummaging... then there's the getting there, the queuing... you know what it's like...

We are an online Fashion Store, which means you can shop with us 24 hours a day, from all over the world (here is the list of countries we ship to), and you don't even have to carry your own shopping home, because we'll deliver it to your front door.

WHAT CAN I DO IF SOMETHING IS WRONG WITH MY ORDER?

If you receive the wrong item or something is missing from your order then send us an email to ordernotright@asos.com and we will sort it out for you within the hour, with the right item or a replacement item being sent out that day.

If you think an item you have received has a fault, or you change your mind or need a different size, see our returns policy here for more information about what to do.

If your order is late

If your order hasn’t arrived by the estimated delivery date on your order confirmation email:

• Check we have the correct delivery address for your order and your contact details are up to date by signing in to your account.
• Check to see if you have a text message, email or attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange redelivery.
• Check with your neighbours to see if they have accepted the parcel for you.
• Looking in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.

If you still can't find your parcel, get in touch with our Customer Care Team and quote your order number.

We'll look into it for you and if your parcel can’t be found we’ll arrange a replacement or refund for you, refund your delivery charge and give you 10% off your next order.

IF YOUR ORDER IS WRONG OR FAULTY

We want to sort out any issues with incorrect or faulty items straightaway.

Please get in touch, with our Customer Care team with the order number and the incorrect or faulty item's name and number.

We'll get back to you within 6 hours. If we sent the wrong item, we’ll send the right item out to you within 24 hours and give you 10% off your next order.

If you think an item you have received has a fault, see our returns policy here.

Want to return something? No problem!

Aussie Customers - all we ask is that you make sure we know the order number your return relates to and the item details. We’ll send you a refund within 1 working day of receiving your return. We can’t do this without these details, so make sure the returns form is filled out and placed in your returns parcel.

For more information on returns click here.

Why doesn’t the App have all the currencies that are available on the website?

We’ll be adding more currencies to our new version of the App – coming soon! Watch this space...

How do I remove items from my saved items or from my bag?

Swipe a product right to left - a ‘Remove’ button will be displayed. You can use this to remove the item from your Bag or Saved items.

I cannot see my Saved items on the App

There’s a limit of 200 items which can be displayed via our App’s Saved Items page. If you have more than 200 items in your Saved Items - our App will display a message telling you that you have no saved items.

If you’re experiencing any connection issues using the App, then this may also cause your Saved Items page to appear as empty.

Don’t worry; you can still view all your Saved Items via the website in both cases.

Why is there no App for Android?

We are currently in the process of developing an App for our Android customers – watch this space!

Why can’t I see the A-Z listing of brands?

Our App doesn’t currently support the A-Z of brands as you see it on the website. You can use the ‘refining by brand’ option on a category page to see the brands available. We’ll be looking into improving this in the future.

Why can’t I see product images for out of stock products?

To make sure the App’s performance is at its best we only show images for products that are currently in stock.

Why do I need to enter my password every time I sign into the My Account pages

This works just like our website and is in place to protect our customers. We never compromise your personal information. We are consistently looking to improve our App and will ensure your information is always protected.

Why can’t I find Marketplace on the App?

We’re sorry; we don’t currently have an App for Marketplace.

Why can’t I find the size guide on the App?

We’re sorry; we don’t currently support the size guide on our App. We’ll be looking into improving this in the future.

Why does the App display brands that cannot be shipped to my country?

The App is a version of the .COM site. There are restrictions on shipping some brands to some countries - we can only determine this once you have selected your shipping address at checkout. We’ll be looking into improving this in the future.

Kate’s Closet

Visit Kate’s Closet for fashion, celebrity style, outfit ideas and beauty.

If you want to contact Kate’s Closet, simply click on the link under ‘Get in touch’ on any Kate’s Closet page.

Medium Rare

Visit Medium Rare for music, film, style advice and general awesomeness for men.

If you want to contact Medium Rare, simply click on the link under ‘Get in touch’ on any Medium Rare page.

Press Play

Visit Press Play for the new music cocktail.

If you want to contact Press Play, simply click on the link under ‘Get in touch’ on any Press Play page.

Spotted

Visit Spotted for your daily street style fix

If you want to contact Spotted, simply click on the link under ‘Get in touch’ on any Spotted page.

SUPER STYLING

Visit Super Styling for the best Australian street style, events and fashion inspiration.

If you want to contact Super Styling, simply click on the link under ‘Get in touch’ on any Press Play page.

What is ASOS Fashion Finder?

ASOS Fashion Finder is the place to shop the best fashion trends, gain inspiration for that killer outfit for that special occasion, share ideas, be a part of our creative community and much more…

You can also create your own personal style portfolio by creating outfits, uploading looks, plus you can enter competitions and compare style ideas with other fashion fans from around the world.

You can find ASOS Fashion finder by clicking on Outfits & Looks on the ASOS.com homepage or click here ,enjoy!

How Do I Become A Part of ASOS Fashion Finder?

To become part of our creative community simply go to the ASOS Fashion Finder home page and click on ‘join’.

You can create an account via Facebook or Twitter, meaning you don’t need to create and remember a new password. Plus, you won’t need to validate your account, it will validate automatically, meaning you can comment, vote and upload right away. (Don’t worry we won’t post anything to your profile or connect with any of your friends without your permission).

If you’d prefer to sign up via your current email address, no problem. You’ll just need to validate your account by clicking on the validation link once you have logged into ASOS Fashion Finder. You must validate your account before being able to vote, comment and upload. For more details on validating your account check out on FAQs.

Do I Need To Sign Up Again If I Am Already An ASOS.com Customer?

You do but it’s easy!

Simply go to the ASOS Fashion Finder home page and click on join.

You can create an account via your Facebook or Twitter account, meaning you don’t need to create and remember a new password. Plus, you won’t need to validate your account, it will validate automatically, meaning you can comment, vote and upload right away. (Don’t worry we won’t post anything to your profile or connect with any of your friends without your permission).

If you’d prefer to sign up via your current email address, no problem. You’ll just need to validate your account by clicking on the validation link once you have logged into ASOS Fashion Finder. You must validate your account before being able to vote, comment and upload. For more details on validating your account check out on FAQs.

Can I Sign Up With Facebook Or Twitter?

You certainly can!

When you sign up to ASOS Fashion Finder with Facebook or Twitter, not only do you get all the benefits of Fashion Finder but you also get the opportunity to share it with your friends on Facebook and Twitter.

All this with the added bonus of not needing to remember another password and once you have signed up you only need to click the ‘Connect with Facebook’ button and away you go.

Click the ‘Join’ link in the header and select Facebook or Twitter logo.

You’ll get a pop up box asking you to log into your Facebook or Twitter account (if you aren’t already logged in).

Facebook and Twitter will ask your permission to let us access some of your basic information.

We’ll ask you to input a screen name (what you would like to be called on Fashion Finder) and if we haven’t collected your email address from Facebook or Twitter, you’ll need to let us know that as well.

Will Facebook Friends See Everything I Am Doing On Fashion Finder?

No, this doesn’t happen automatically, they will only see what you choose to share with them.

I’ve Forgotten My ASOS Fashion Finder Account Password

Don’t worry, we can send you an email to remind you what your password is.

Just click on ‘Forgot your Password’ on the login page, enter your email address and click ‘submit’

If you’re still having login problems, contact Fashion Finder Support.

Can I change my password?

You can change your password, your email address or any of your other details at any time just by visiting your profile page and clicking on the 'Edit My Info' button.

Why Can’t I Upload Images Onto My Fashion Finder Account?

If you sign up to ASOS Fashion Finder using an email account, you will need to validate before you can upload images and looks. You can validate one of two ways:

We will send you a welcome email with a validation link. You need to click on the validation link or copy and paste it directly into your internet browser.
Alternatively you can validate your account via your Facebook or Twitter account.
This is in place purely for your protection; it proves that you have actually made the request to join, and that the images you are uploading are really from you.
If you haven't received this email it is possible that it may have gone into your spam or junk folder. If you still can't find it, you can trigger another email by clicking the 'Resend welcome email' link on your profile page.

The easiest way to avoid validation issues is to register via your Facebook or Twitter account.
If you're still having problems please contact Fashion Finder Support.

I Haven’t Received A Validation Email

If you signed up via Facebook or Twitter your account will be automatically be validated.

If you signed up via email it’s possible that the validation email may have gone into your spam or junk folder.

If you still can't find it, you can trigger another email by clicking the 'Resend welcome email' link on your profile page

If you're still having problems please contact Fashion Finder Support.

How Do I Follow My Friends On ASOS Fashion Finder?

Social networking on ASOS Fashion Finder allows you to connect with and follow other members who inspire you. You can follow another ASOS Fashion Finder member by visiting their profile and clicking ‘Follow’. You can also follow someone via one of their outfit or look pages.

The list of members you follow will appear on your profile, alongside a list of members who follow you. The activities of members you follow will appear in the mini-feed on your profile page to keep you up-to-date with the goings-on in their world.

You can follow and unfollow members as much as you like. You will be alerted when you have a new follower.

For more information on how to follow members on ASOS Fashion Finder check out our FAQs.

I Haven’t Received A Validation Email

Check out the FAQs section on privacy settings and editing your personal profile. If you're still having problems please contact Fashion Finder Support.

How Can I Tell You About Inappropriate Content On ASOS Fashion Finder?

We’ve put together some Community Guidelines we ask all our members to follow.

These guidelines make sure you enjoy being part of the ASOS Fashion Finder community, have fun whilst staying safe and makes sure everyone is treated with respect.

To report any inappropriate content, including issues of copyright, please click the “Report” button on the content or contact us on Fashion Finder Support. For more information on what is classed as inappropriate content check out our Community Guidlines.

How Can I Enter An ASOS Fashion Finder Competition Or Find Out More?

ASOS Fashion Finder has many fun and exciting competitions for you to get involved in. Click here for a list of our current competitions.

If you have won a competition or need more information on competitions please check out our FAQs.

Alternatively, please contact Fashion Finder Support.

I’m A Blogger. How Can I Get Involved With ASOS Fashion Finder?

If you’re a blogger there are lots of ways to get involved and promote your blog on ASOS Fashion Finder.

You can add your blog URL and Twitter URL to your profile. This will show on all your looks and outfits and will give your followers a useful link back to your blog.

You can also add the ASOS Fashion Finder blogger widget to your blog. Click on the ‘Blog-Widgets’ tab on your profile, pick your design and copy and paste the link to your blog. Your ASOS Fashion Finder profile will be just a click away for your blog followers.

Finally, you can take part in editorial features. We continually run editorial features targeted specifically at bloggers in our community, such as Spotlight and the Blogger Style Challenge. Be sure to upload plenty of on-trend looks to be considered for these features.

For more information, contact Fashion Finder Support or check out our FAQs.