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. If your order
is trackable you can check it's progress by logging into your account
HERE.
My Order has not arrived yet?
If your order has not arrived by the estimated delivery date, we're here to help.
Before getting in contact with us, have you tried:
- Signing into My Account to
check we have the correct delivery address for your order and your contact details
are up to date.
- Checking 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.
- Checking with your neighbours to see if they have accepted the parcel on your behalf.
- 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, please email us using the
contact us form and quote your order number. We'll reply within four hours
and do our best to locate your parcel straightaway. If it cannot be found, we will
arrange a replacement or refund for you.
AN ITEM IS MISSING FROM MY ORDER
Sometimes we don't send everything you've ordered at the same time, so first of
all, check your dispatch emails to see if any of your items will be arriving separately.
If your order has been sent separately then the delivery note will only state which
items should be in that part of your order.
Please check the delivery notes from each part of your order to make sure you are
not missing anything.
If something is missing then please get in touch with
Customer Care.
WHAT IS ASOS COLLECT?
ASOS have teamed up with Collect + to offer you ASOS Collect. You can now have your
ASOS order delivered to your local supermarkets, corner shops and newsagents, providing
that they offer the Collect+ service. There are over 4500 shops nationwide offering
this service, and you can find your nearest one by clicking
here
To make it even easier, Collect+ shops have extended opening hours, with many shops
open 7 days a week.
To use Collect +, simply click on the link at checkout to choose your most convenient
shop. Then choose the delivered service which best suits you (Next Day- £5.95 or
Standard £3.95). Please note that Next Day Delivery is not available to the following
UK postcodes: AB, DD8-DD11, JE1-JE99, PA20-PA40, PH49-PH50, IV1-1V23, IV25-IV27,
IV30-IV32, IV36, IV52-IV54, HS9-HS99, PA41-PA49, PA60, PA61-PA78, PH30-PH44, PH19-PH26,
KW1-KW3, KW5-KW14, HS1-HS8, IV41-IV51, IV55-IV56, KA27-KA28, BT1-BT99
Once you’ve ordered for delivery to the Collect + shop, you’ll be able to track
your order by clicking here
Parcels are restricted to maximum dimensions 50x30x30cm and weigh no more than 10KG
When your parcel arrives in the shop, you’ll be sent an email or text message from
Collect + to let you know that your order has arrived and letting you know the 7-digit
tracking code. You’ll need the code and proof of ID to collect the parcel.
Proof of ID must be one of the following:
Cheque guarantee/credit/debit card
Bank/building society book
Valid passport
Cheque book
Driving licence
You’ll have 10 days to collect your parcel.
Please note: Should your order need to be replaced for any reason, we’ll send it
to your default delivery address with our Standard or Next Day Service. Replacements
can’t be sent with our ASOS Collect service.
UK STYLE SAVER DELIVERY
Deliveries will be made within 6 working days after you place your order [excluding
Weekends] e.g. If you order on Wednesday your goods will be delivered by the following
Thursday.
Style Saver Delivery is FREE and your order will be sent out in most instances via
Hermes or Royal Mail.
Order tracking is available for Hermes deliveries. If you are not around to take
delivery of your parcel, you will be left a calling card telling you where the parcel
has been left or how you can re-arrange your delivery.
Order tracking is not available for Royal Mail deliveries, so please wait the full
7 working days for your delivery to arrive. If you are not around to take delivery
of your parcel, you will be left a calling card telling you how you can pick up
your ASOS goods.
Unfortunately we cannot deliver on a bank holiday. In this instance please expect
your delivery on the next working day.
UK STANDARD DELIVERY
Deliveries will be made within 3 working days after you place your order [excluding
Weekends] e.g. If you order on Wednesday your goods will be delivered by the following
Monday.
The cost of UK Standard Delivery is £3.95 and your order will be sent out
via the most suitable carrier, depending on size and weight.
Order tracking is not available for Royal Mail deliveries, so please wait the full
3 working days for your delivery to arrive. We will advise you if your order is
being dispatched via Royal Mail.
Your order can be delivered anytime between 7am and 9pm and a signature may be required
on receipt.
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 bank holiday. In this instance please expect
your delivery on the next working day.
UK NEXT DAY DELIVERY
The following are details of our UK Next Day Delivery service:
- If you place your order by 6pm Monday to Friday, you will receive your goods the
next day.
- If you place your order between 6pm Friday and 2pm Sunday, you will receive your
goods on Monday.
Any orders placed after 2pm on Sunday will be delivered on Tuesday.
Please note we do not deliver on a Bank Holidays and your order will be delivered
2 working days later.
A tracking link will be sent to you once your order reaches the carrier we are using
for your delivery, for you to be able to follow it all the way to your front door.
The cost of Next Day Delivery is £5.95.
Our carrier will deliver your parcel between 7am and 9pm. A signature may be required
on receipt. If you are not around to accept your parcel, the carrier may leave it
with a neighbour, or in a safe place (i.e. hidden from sight and protected from
the rain) if they think it is safe to do so. A calling card will be posted through
your door to let you know this has been done.
If the parcel can't be left in a safe place or with a neighbour, the carrier will
take it back to the local depot, and leave you a card telling you how you can pick
it up.
Next Day Delivery is not available to the following postcodes
UK NOMINATED DAY DELIVERY
The following are details of our UK Nominated Day Delivery service:
You can order anytime for your choice of day, up to 7 days in advance (excluding
Sunday).
We do not deliver on a Bank Holiday so please be aware of any impending ones when
you order!
A tracking link will be sent to you once your order reaches the carrier we are using
for your delivery, for you to be able to follow it all the way to your front door.
The cost of UK Nominated Day is £5.95 and the following postcodes are excluded
from the service:
AB30, AB31, AB32, AB33, AB34, AB35, AB36, AB37, AB38, AB44, AB45,AB46, AB47, AB48,
AB49, AB50, AB51, AB52, AB53, AB54, AB55, AB56, BF, BT, DD10, DD8, DD9,EI(ZZ75)
ALL, FK17, FK18, FK19, FK20, FK21, GY9 HS1, HS2, HS3, HS4, HS5, HS6, HS7, HS8, HS9,
IV1, IV10, IV11, IV12, IV13, IV14, IV15, IV16, IV17, IV18, IV19, IV2, IV20, IV21,
IV22, IV23, IV24, IV25, IV26, IV27, IV28, IV29, IV3, IV30, IV31, IV32, IV33, IV34,
IV35, IV36, IV4, IV40, IV41, IV42, IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV5,
IV50, IV51, IV52, IV53, IV54, IV55, IV56, IV6, IV7, IV8, IV9, IV(ALL) JE, KA27,
KA28, KW1, KW10, KW11, KW12, KW13, KW14, KW15-99, PA20 TO PA99, PH17 TO PH32, PH33
TO PH48, PH49 TO PH99, TR21, TR22, TR23, TR24, TR25, ZE1, ZE2, ZE3
Our carrier will deliver your parcel between 7am and 9pm. A signature may be required
on receipt. If you are not around to accept your parcel, the carrier may leave it
with a neighbour, or in a safe place (i.e. hidden from sight and protected from
the rain) if they think it is safe to do so. A calling card will be posted through
your door to let you know this has been done. If the parcel can't be left in a safe
place or with a neighbour, the carrier will take it back to the local depot, and
leave you a card telling you how you can pick it up.
Nominated Days are subject to availability and location.
UK EVENING NEXT DELIVERY
The following are details of our UK Evening Next Day Delivery service:
The cut off time is midnight Monday to Sunday, including Bank holidays. Delivery
will take place between 6pm-10pm the day after you place your order for weekday
deliveries, or 4pm-8pm for weekend delivery.
We deliver on selected bank holidays only - so please be aware of any impending
ones when you order!
A tracking link will be sent to you once your order reaches the carrier we are using
for your delivery, for you to be able to follow it all the way to your front door.
The cost of UK Evening Next Day delivery is reduced for limited period only to £7.95.
Our carrier will deliver your parcel between 6pm-10pm Monday to Friday and 4pm-8pm
Saturday, Sunday and Bank Holidays. A signature may be required on receipt. If you
are not around to accept your parcel, the carrier may leave it with a neighbour,
or in a safe place (i.e. hidden from sight and protected from the rain) if they
think it is safe to do so. A calling card will be posted through your door to let
you know this has been done.
We will only attempt to deliver your parcel once. If you are not around to take
delivery, the goods will be sent back to the Warehouse and you will receive a refund
minus the delivery fee.
If you are unable to select this option then unfortunately, we are unable to deliver
to your address using the Evening Next Day service. Please try our next day service
instead.
Evening Next day delivery is only available to selected postcode
INTERNATIONAL DELIVERY INFORMATION
International shipping is charged on a flat rate basis, regardless of the weight
of your parcel.
Standard and Express delivery services are available for most of the countries that
we ship to.
Tracking is available on some international standard deliveries and on all express
deliveries worldwide.
Shipping will be automatically calculated at the checkout page when both the delivery
destination and service option is selected.
The summary of delivery timescales and cost are as follows:
|
AREA
|
STANDARD DELIVERY TIMES IN WORKING DAYS (Monday - Friday)
|
STANDARD COSTS
|
|
Americas
|
From 6 Days
|
Free
|
|
Europe
|
From 5 Days
|
Free
|
|
Rest of the World
|
From 6 Days
|
Free
|
|
AREA
|
EXPRESS DELIVERY TIMES IN WORKING DAYS (Monday - Friday)
|
EXPRESS COSTS
|
|
Americas
|
From 3 Days
|
From $12.00
|
|
Europe
|
From 3 Days
|
From €6.00
|
|
Rest of the World
|
From 3 Days
|
£20.00
|
When you place an order, we suggest you have it delivered to a work address rather
than a home address, as our couriers only deliver between 9am and 5pm, and may require
a signature on receipt.
Your order will be dispatched via the most suitable carrier, depending on size and
weight.
Any customs or import duties are charged once the parcel reaches its destination
country. These charges must be paid by the recipient of the parcel. We have no control
over these charges and cannot predict what they may be. Customs policies vary widely
from country to country; you may want to contact your local customs office for further
information.
Once your parcel has arrived in your country, it will be passed on to an internal
postal service, according to standard delivery procedures.
If you aren't available when your parcel is delivered, the delivery driver will
leave a calling card with instructions on how to pick it up.
INTERNATIONAL DELIVERY DESTINATIONS
See popup for details.
HOW DOES YOUR DELIVERY SERVICE WORK?
We know how important it is to receive your goods when you expect them, especially
if you have ordered something for a specific occasion and we use a large network
of couriers to deliver goods from ASOS.com to all over the world.
We allocate the courier we believe will deliver your order to you in the quickest
time depending on the size and weight of your order.
If you are ordering for delivery outside of the UK, we suggest you have goods delivered
to a work address rather than a home address, as our couriers only deliver between
9am and 5pm, and may require a signature on receipt.
You can review our delivery options in more detail so you choose the one that best
suits what you need.
WILL I BE CHARGED CUSTOMS AND IMPORT CHARGES?
Any customs or import duties are charged once the parcel reaches its destination
country. These charges must be paid by the recipient of the parcel (this also applies
to retail & wholesale customers).
Unfortunately, we have no control over these charges, and cannot tell you what the
cost would be, as customs policies and import duties vary widely from country to
country.
It might be a good idea to contact your local customs office for current charges
before you order, so you are not surprised by charges you were not expecting.
Non EU VAT
VAT is not included in our prices for customers outside of the EU.
I HAVE BEEN CHARGED BY US CUSTOMS
We are now covering all import duties on US orders. This should be managed automatically
but if you are charged, please keep a proof of payment and contact 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 permanent residential address or your place of employment.
If you want your delivery to reach you at work, you need to be confident that someone
will be there to take receipt of the goods as the courier will deliver to the place
not the person. Is your place of employment at a PO Box address?
Click here for further information.
DO YOU DELIVER TO BFPO?
Currently we do not offer a delivery service to BFPO addresses.
WHAT DO I DO IF I HAVE FORGOTTEN THE EMAIL ADDRESS OF THE PERSON I WANT TO SEND
A GIFT VOUCHER TO?
Don't worry – simply put your own address into the 'Email Address' field and fill
out the 'To' section with the name of the person you want to receive the voucher.
We will then send the gift voucher to your inbox so you can either forward the email
or print the voucher out and give it as a paper copy. All the details needed to
use the voucher are on there, so your recipient won't have a problem using it.
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.
OUR RETURNS POLICY
UK Customers
In addition to the Distance Selling Regulations, you can return any item within
28 days of receipt for a refund of that item or to exchange it for a different size
or colour.
For returns made outside the Distance Selling Regulations, we will refund the monetary
value of the goods returned to us, at the price you purchased them. This includes
sale items.
Please note that in the interests of hygiene, items marked with a '+' next to the
product name cannot be returned, unless they have remained in their original wrapping
or are faulty.
Due to restrictions by Royal Mail, the following items can only be returned via
our Collect + or door stop collection (see "how
do I return an item" for details)
Aerosols, Cosmetics, Liquids , Perfumes or Batteries
In all cases, the items returned must be in their original condition, which includes
tags and any packaging. For example, shoes are to be returned along with the original
shoe box. All goods will be inspected on return.
The goods are your responsibility until they reach our Warehouse. Please ensure
you package your return to prevent any damage to the items or boxes. We are not
responsible for any items that are returned to us in error.
Returns are free for UK customers. Click
here to download a returns label or use the label on your delivery and returns
note, enclosed with your goods. We recommend you obtain proof of posting. Our returns
address is:
ASOS
Park Spring Road
Grimethorpe
BARNSLEY
S72 7GX
UK
We also accept cancelled orders under the Distance Selling Regulations –
Please click here for more information
International Customers
In addition to the Distance Selling Regulations, you can return any item within
28 days of receipt for a refund. If a replacement size, colour or alternative items
are required you will need to place a new order.
For returns made outside the Distance Selling Regulations, we will refund the monetary
value of the goods returned to us, at the price you purchased them. This includes
sale items.
Please note that in the interests of hygiene, items marked with a '+' next to the
product name cannot be returned, unless they have remained in their original wrapping
or are faulty.
In all cases, the items returned must be in their original condition, which includes
tags and any packaging. For example, shoes are to be returned along with the original
shoe box. All goods will be inspected on return.
The goods are your responsibility until they reach our Warehouse. Please ensure
you package your return to prevent any damage to the items or boxes. We are not
responsible for any items that are returned to us in error.
For overseas customers click here to
download a returns label or use the label on your delivery and returns note, enclosed
with your goods.
We recommend you use a postal service that insures you for the value of the goods
you are returning or obtain proof of posting. Our returns address is:
ASOS
Park Spring Road
Grimethorpe
BARNSLEY
S72 7GX
UK
We also accept cancelled orders under the Distance Selling Regulations –
Please click here for more information
HOW DO I RETURN AN ITEM?
UK Customers
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 include
all sale items) within your order. Just fill out the Returns Form enclosed with
your order. Lost your returns note? Just click
here
If you are a UK customer, there are 4 ways you can return your goods. You can either
return your goods using our
collection service, our Free Returns via
collect+ service or free via Royal Mail. Alternatively both UK and International
customers can make their own arrangements through any postal carrier.
Please note it is very important that when you return an item, we know the order
number it relates to, your details and whether you want a refund or an exchange.
Without these details we won't be able to take the action you want us to.
It can take up to 7 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.
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 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.
In all cases, 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.
For more information on our returns policy,
just click here.
International Customers
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 include
all sale items) for a refund. If a replacement size, colour or alternative items
are required you will need to place a new order. Just fill out the Returns Form
enclosed with your order. Lost your returns note? Just click
here
Please note it is very important that when you return an item, we know the order
number it relates to, your details and whether you want a refund or an exchange.
Without these details we won't be able to take the action you want us to.
It can take up to 21 days for us to receive your return, depending on your location
and which postal service you use. Please see below timeframes –
- Ireland - 10 days
- Europe – 14 days
- US – 10 days
- Rest of World – 21 days
Once we receive your returned parcel, we will inspect and process the goods within
24 hours to ensure you receive your refund as quickly as possible.
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 used to make the original purchase.
In all cases, 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.
For more information on our returns policy,
just click here.
HOW DO I RETURN MY ORDER USING THE FREE COLLECT+ SERVICE?
You can now return your ASOS order for free, via your local supermarkets, corner
shops and newsagents, providing they offer the Collect+ service. There are over
4500 stores nationwide offering this service. Please click the link to find your
nearest store: http://www.collectplus.co.uk/storefinder.php
To make things even more convenient for you, Collect+ stores are open early to late,
Monday to Saturday, with over 98% of the stores open 7 days a week.
All you need to do is complete the returns form provided with your order and enclose
it with your parcel. Peel off the label on your Collect+ insert and stick it onto
your parcel. Simply take your parcel to ANY of 4500 local stores offering Collect+
services, where you'll receive proof of postage and a code to track your return
online. You can track your order using the code here:
http://www.collectplus.co.uk/
Your return will be processed within 10 working days of your ASOS.com goods being
collected. For example, if you dropped the orders into a Collect+ store on Wednesday,
you can expect your return to be processed by the following Friday.
If you have lost your Collect+ insert, please click here to print off a new one:
http://www.collectplus.co.uk/asos
HOW DO I BOOK A COLLECTION SERVICE IN THE UK?
Booking a collection to return your ASOS.com goods is easy and it costs just £2.95!
We will collect your goods anytime from 7am – 7pm, between Monday and Friday. All
you need to do is choose a day and the address you want us to pick up from.
We can even pick up from work if you want us to. Just make sure the collection address
is listed in your ASOS.com account so you can choose it when you come to order the
collection.
You can pay for our collection service as you would normally pay for your orders
with us. The only difference is that gift vouchers and discounts can't be used for
this service.
If you order from us and change your mind, no problem – just give us at least 1
days notice [excluding weekends and bank holidays] and we will refund what you paid
for the service.
We will need an address that our courier can access, and someone will need to be
available to hand over the goods otherwise, we won't be able to pick anything up
and you will still be charged the service.
Please note that each collection is valid for one parcel only. The carrier will
not be able to accept any additional parcels.
Your return will be processed within 5 working days of your ASOS.com goods being
collected. For example, if our courier picks up your goods on Wednesday, you can
expect your return to be processed by the following Wednesday.
To book a collection click here
To cancel a collection click
here
To see our Returns Policy
click here
MY RETURN WAS PROCESSED BUT I WASN'T REFUNDED MY DELIVERY CHARGE
We will usually refund you what you paid for the goods but not the delivery charge
except in cases where the order was cancelled under the UK Distance Selling Regulations
or the entire order was faulty.
For more information
on our Returns Policy, just click here
I HAVE BEEN REFUNDED THE INCORRECT AMOUNT
We are very sorry if we have made a mistake on your refund. Please get in touch
with our Customer Care Team
who will 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 would only be refunded under cancelled orders made under
Distance Selling Regulations or if the goods are faulty.
Any discounts that were applied at the time of sale, which may not now be applicable
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 4 hours.
If you have returned your parcel using Recorded Delivery or another service that
can be tracked, please give us the reference number when you contact us.
If you have returned your items via the Collect+ service, you can track your items
here http://www.collectplus.co.uk/ using
the tracking number provided to you when you returned your item.
I RETURNED AN ITEM AND IT WAS INCORRECTLY REFUNDED OR REPLACED
We are really sorry if we made a mistake when processing your request!
If you were expecting a replacement and got a refund instead, this maybe because
we were unable to exchange the item for what you wanted. In this instance we would
automatically issue you with a refund so you have the choice to purchase whatever
goods you want instead.
If you were expecting a refund and we sent you replacement goods, please get in
touch with our Customer Care Team
so we can sort it out for you.
CAN I RETURN UNWANTED ITEMS THAT WERE BOUGHT USING A GIFT VOUCHER?
Of course! Your right to return an item remains exactly the same regardless of whether
you bought it with a gift voucher, a payment card, or a combination of the two.
For your convenience, we'll refund anything you paid for with your debit/credit
card first, and then send you a new 16-digit code for any outstanding gift voucher
credit you are owed.
CAN I CANCEL OR RETURN A GIFT VOUCHER?
If you are the Purchaser, you can cancel your unused gift voucher within 30 minutesof
placing the order.
After that time, provided the gift voucher has not been redeemed or associated with
an account, please contact our Customer
Care Team for assistance.
USA RETURNS
For your USA Returns note please click
here to request one from our customer care team.
USA PICKUP
If you would like us to arrange a pickup, please click
here and provide us with the following information.
- The address of where you would like the parcel collected from
- The time you would like the parcel collected (between 08:00 - 17:00)
- If you will not be available please confirm where the package will be left
I HAVE AN INCORRECT PRODUCT CODE
Every item has a general product code found in the 'INFO & CARE' section on the
product page.
Please note that when you receive your parcel, the product code may vary slightly
from the general code. This is due to each size/colour combination having a unique
product code.
HOW DO I CANCEL MY ORDER UNDER THE DISTANCE SELLING REGULATIONS?
Under the UK Distance Selling Regulations, you have 7 working days (from the day
after you receive your goods) to cancel the contract for your order with us.
In this case we will issue you with a full refund however you will need to return
the entire order at your cost if you have already received them.
In all cases, the goods must be in their original condition and will be inspected
on their return.
If we do not receive the cancelled order back, we may arrange to have them collected
at your cost.
If you decide to cancel your order with ASOS.com, you must let us know in writing
[email is fine], quoting the order number.
To cancel your order, please click here.
HOW DO I RETURN AEROSOLS, COSMETICS, LIQUIDS , PERFUMES OR BATTERIES?
Due to restrictions by Royal Mail, the following items can only be returned via
our Collect + or door stop collection (see "how
do I return an item" for details on how to use these services)
Aerosols, Cosmetics, Liquids , Perfumes or Batteries
RESPONSIBLE RECYCLING OF ELECTRONICS
UK Waste Electrical and Electronic Equipment (WEEE) Regulations.
Recycling electrical and electronic products – what you need to know.
For ASOS customers this means hair straighteners and watches.
Q. What are ASOS.com's obligations according to the WEEE Directive?
As a distributor of EEE ASOS.com, must facilitate the take-back of household WEEE
from UK consumers and has decided to fulfil its obligations in this area by joining
the Government approved "Distributor Take-Back scheme" (DTS) set up by Valpak. By
joining the Valpak scheme ASOS.com is contributing to the establishment of a network
of Designated Collection Facilities (DCF) where consumers may dispose of their WEEE
free of charge for recycling and treatment in an ecologically sound manner. In this
way ASOS.com can ensure that WEEE is disposed of by customers in a way that optimizes
its re-use and recycling. The recycling and treatment of WEEE itself is part of
the producer's obligation under the WEEE Directive. As a consequence of our membership
of the Valpak scheme ASOS.com will not accept returns of household WEEE itself and
cannot accept WEEE returns for recycling, neither do we make arrangements for its
collection.
Q. How will I know whether the new products I buy can be recycled?
All new electrical and electronic products sold now carry a ‘crossed out wheelie
bin’ symbol to help you identify which products are recyclable. You do not have
to have purchased new electrical and electronic equipment to be able to recycle
your old equipment. Please help us to minimise the effect we all have on the environment
by recycling your waste electrical and electronic products.
Q. How does ASOS.com ensure safe disposal of my WEEE?
ASOS.com has decided to join the Distributor Take-Back scheme (DTS) commissioned
by the British Retail Consortium. This scheme is run by Valpak who are officially
approved by the Government. As part of this scheme we ask that you take your old
piece of equipment to a designated collection facility (DCF) run by Valpak in your
area. An online search facility to help you identify a DCF near you is available
on the following website: www.recycle-more.co.uk
Q. Are there any other ways of disposing of my old electronic equipment?
If your old piece of electronic equipment is still in a good working condition or
could be repaired for further use, please consider donating it to a charitable organisation
or by giving it to someone else in need. By extending the lifetime of your old equipment
you are also contributing to the efficient use of resources and avoiding additional
waste.
Q: Why should I recycle my old electrical and electronic products?
This is one of the fastest growing waste streams in the UK and our landfill sites
are reaching full capacity. UK households dispose of over 1.2 million tonnes of
electrical and electronic waste every year. This is the equivalent of 150,000 double-decker
buses and would be enough to fill the new Wembley Stadium 6 times over. Much of
the UK's electronic waste ends up in landfill sites, where toxins put communities
at risk
Much of this waste can be recycled and the resources recovered to make new consumer
goods. We all have a part to play in protecting our environment for future generations.
Remember, you can also take your old clothes to Oxfam to be recycled.
HOW DO I RETURN USING THE FREE ROYAL MAIL RETURNS
Royal mail Returns process (UK only)
We’ve made it really simple, just peel off the Free Paid Royal Mail Label on your
returns note and attach it to your sealed return carton or mail bag.
Take it to any Post Office, where you will be issued with a Proof of Posting (you
need to keep this until your order has been refunded).
You will be able to track the return of any order shipped after the 2nd May 2012
by entering the barcode number on your Proof of Posting into Royal Mails Tracking
page www.royalmail.com/trackandtrace
HOW DO I SEARCH FOR A PRODUCT?
There are a number of ways you can search for a product until you find exactly what
you're looking for.
The most relaxing way to shop with us is to browse through the categories at the
top of the web-page and then refine what you are looking for by clicking on each
section, spilt into either product types (i.e. Jeans) or branded types.
Alternatively, if you know exactly what you want, just type in the product or brand
into our search facility [top right of the Website] and we will find you everything
related to your specific search.
Once you have found what you want, click 'add to shopping bag', and when you're
done shopping, follow the on screen instructions to fill in your payment and delivery
details. Easy.
Don't forget to check out our clearance
section as it can be a fashion-gold mine!
DO YOU HAVE A CATALOGUE I CAN BUY FROM?
With over 500 new items every week, and thousands of items on the site at any one
time, plus constantly changing fashion news, trend features and advice, it would
simply be impossible for a paper catalogue to keep up.
Instead we prefer to focus our energy on providing our customers with a website
where you can buy what you want when you want, 24 hours, 7 days a week and we believe
that the images and catwalk give you a much more realistic view of the items you
want.
If you are concerned about whether buying online is secure, please rest assured
that as an online retailer we want you to have total peace of mind when shopping
with us and that's why we invest time and money in making sure we use systems and
software that protect your purchase.
I SAW A PRODUCT ON A CELEBRITY... CAN I BUY IT FROM YOU?
Just type the celebrity's name into our search engine, and we'll show you what we've
got. We keep our eye on what the best dressed celebs are wearing, so chances are
we'll have something similar.
It's also worth checking out asos today
for some inspiration on celebrity fashion as it happens and You can
sign up to receive our weekly newsletters and award winning magazine.
I HAVE BOUGHT SOMETHING BUT SEEN IT AT A DIFFERENT PRICE ON YOUR WEBSITE
As an online business we act much faster in adjusting our prices in response to
fashion trends, stock and demand from customers. It's our general view not to refund
the difference.
DO I NEED TO CREATE AN ACCOUNT TO SHOP WITH YOU?
Simple answer - yes.
Setting up an account will allow you to order without having to fill in your details
every time you shop with us, and will give you benefits such as order tracking,
regular newsletters, and (our favourite bit) exclusive discounts and special offers.
Just click on the type of item you want from the list on the left side of the screen,
then refine your search according to colour, size, price or brand, until you find
exactly what you're looking for (we're sure you will).
You can sign up right now,
or you can start shopping straight away and set your account up
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 GUIDES/CARE INSTRUCTIONS
We never want to send you something that doesn't fit properly.
Check out our womens and mens size guide for measurements, fitting tips, washing
tips - everything to make sure it fits perfectly and stays looking great.
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.
WASHING SYMBOLS
The washtub symbol indicates if your garment is suitable for washing.
The recommended washing temperature is shown by the number inside the washtub.
The amount of agitation is specified by bars underneath.
A washtub with no bar will use the maximum action with a normal spin.
The number in the tub is the maximum temperature, for example 40°.
A washtub with a single bar (one bar) indicates a mild washing process.
The machine will wash with a medium machine action and mild spin.
The number in the tub is the maximum temperature, for example 40°.
A washtub with a double bars (two bars) indicates a very mild washing process and
spin.
The number in the tub is the maximum temperature, for example 40°.
Hand wash only as your clothes are too delicate to machine wash.
The temperature is to be a maximum of 40°.
Do not wash.
Do not use bleach.
Only oxygen/non-chlorine bleach allowed.
Any bleaching agent allowed.
A box with a circle inside represent tumble drying.
Tumble dry possible at normal temperature.
Tumble dry possible at low heat.
Do not tumble dry.
Dry flat.
Drip dry.
Dry handing.
Hot iron.
Maximum temperature 200°C.
Warm iron.
Maximum temperature 150°C.
Cool iron.
Maximum temperature 110°C.
Do not iron.
The garment may be professionally dry cleaned.
The P represents perchloroethylene solvent.
The garment may be professionally dry cleaned.
The P represents perchloroethylene solvent. The single bar indicates a milder process.
The garment may be professionally dry cleaned.
The F represents hydrocarbon solvents, which is a more environmentally friendly
and mild process.
The garment may be professionally dry cleaned.
The F represents hydrocarbon solvents, which is a more environmentally friendly
and mild process.
The single bar indicates a milder process.
Do not dry clean.
CAN YOU GIVE ME MORE INFORMATION ON A PRODUCT?
We try to publish as much useful info as we can about all our products, to help
you buy the things that will suit you best.
The product page for every item includes sizing, a detailed description, care instructions,
and most importantly, plenty of images.
If there is anything further information you feel we need to put on there to help
you, just let us know what information
you'd like to see and we'll do our best to include it.
HOW DO I SIGN UP FOR THE ASOS NEWSLETTER?
The easiest way to sign up for our newsletter is to set up an account. You don't
have to buy anything yet, but when you do want to start shopping, this'll also give
you a head start.
Alternatively, you can click here to go back to the Homepage of
our website and sign up to the newsletter straight away without setting up an account.
HOW DO I PAY FOR MY ORDER?
We like to give you plenty of payment options, so you can use any of the cards listed
below. We also take security very seriously indeed, so your details will be safe
with us.
All credit and debit card holders are subject to validation and authorisation by
both us and the card issuer, to maintain security and prevent fraud.
WHAT CURRENCIES CAN I USE?
You can pay using any of the currencies below, and just to make shopping really
easy.
If you choose your preferred currency from the list in the top right corner of the
page, all of our prices will be displayed in that currency.
- UK Pound Sterling (GBP)
- US Dollar (USD)
- Euro (EUR)
- Danish Kroner (DKK)
- Swedish Kroner (SEK)
- Norwegian Kroner (NOK)
- Australian Dollar (AUD)
- Canadian Dollar (CAD)
- Russian Ruble (RUB)
- Chinese Renminbi (RMB)
WHEN WILL I BE CHARGED?
If your card is authorised, payment will be taken immediately, and you will receive
an email confirming that your order has been successful.
If your card is not authorised, payment will not be taken, and we'll email to let
you know why your bank or card issuer wouldn't authorise the payment.
Don't despair at this stage, because there may still be something simple that can
be done to get the payment authorised. 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 CHANGE DETAILS ON MY ASOS.COM ACCOUNT?
Once you have signed up, you'll be able to log into
My Account anytime you want. This is where you go if you want to change
your password, email address, delivery info and card details.
If you haven't visited us in a while, it's worth checking
My Account to make sure all your details are up to date.
I HAVE A DISCOUNT CODE, HOW DO I USE IT?
Make sure you type your code to the appropriate box when you check out, and hit
update to apply it to your order.
If it is not applied at this point, we can't apply it to the same order later on
(though you might be able to use it on a subsequent order).
- Please note only one discount offer can be used per order.
- Discount codes cannot be redeemed when buying gift vouchers or when signing up to
Premier.
- Please always check further terms and conditions supplied with the code.
BUYING A GIFT VOUCHER
Buying a Gift Voucher is very simple. All you need to do is decide who you want
to send a voucher to, how much you want to spend and when you want your recipient
to receive it.
You can choose a date up to 3 months in advance of your purchase date for your Recipient
to receive their Voucher. We will take the payment and we will email them on that
date using the email address you have given us.
Once your Recipient has been sent their voucher. Your Recipient will have 12 months
to spend their Voucher on our site, using part or the entire value of the Voucher
as payment.
Gift Vouchers are currently only available in Sterling. We will let our overseas
customers know as and when Gift Vouchers become available in their own currency.
Your order will be shown in £GBP at checkout and in confirmation emails, but
any card payments you make will appear on your next bank statement in your own currency.
Click here to buy a gift voucher!
USING A GIFT VOUCHER
When you use your voucher we recommend you register it with us immediately.
Just enter the 16-digit code into the specified section in your ASOS.com account
and press 'Add'.
This will lock the voucher to your account and immediately add the credit to your
account, ready for you to start spending!
Once the voucher is locked and any credit associated with it cannot be transferred
to another account.
When you come to buy goods using your Gift Voucher, if you have locked your voucher,
your credit will automatically appear at the checkout stage of buying.
All you need to do is press 'Redeem Voucher'. Otherwise, you will need to enter
the 16 digit code before you complete your purchase.
If your order total is more than the value of your gift voucher, the remaining balance
must be paid in the usual way (debit/credit card).
Any unused credit left on your gift voucher will be associated with your account
to be used at a later date (although still before the gift voucher's expiry date).
You have 12 months to use the entire value of the Gift Voucher. Any residual credit
will automatically expire after this time.
Click here to spend your gift
voucher!
CAN I SEND A PAPER GIFT VOUCHER?
Sorry, as an online retailer, we don't currently offer paper or physical gift vouchers.
However, if you put your own email address into the 'Email Address' field on the
order form (remembering to put the recipient's name in the 'To' field), the gift
voucher will be sent to your email address and you can then print out the voucher
to give it as a paper copy.
Don't worry; the printout will have all the details needed for your recipient to
use the voucher.
Click here to buy a gift voucher!
MY GIFT VOUCHER IS LOST OR DAMAGED
In this instance, please contact our
Customer Care Team as soon as possible with as many details of the purchase
as possible - they will then try to re-issue the voucher to you.
WHAT CAN I DO IF MY RECIPIENT HASN'T RECIEVED THEIR GIFT VOUCHER?
First, ask the recipient to check that their gift voucher is not caught in their
junk mail, spam or firewalls.
If it is not, please contact our Customer
Care Team who will be able to help you.
CAN I AMEND OR CANCEL MY ORDER?
Unfortunately we are unable to amend an order once it has been submitted; this includes
changing the size/colour of an item, removing an item, changing the delivery address
or any payment methods.
However you have up to an hour to cancel your order, depending on which delivery
method you selected. You have up to an hour to cancel after placing your order on
Standard Delivery and Style Saver Delivery orders, and up to 30 minutes to cancel
for all other delivery options.
To cancel your order just sign in to your account and check your order details.
If the button next to it says 'Cancel/View', then you're still in time to cancel
it before billing. Hit that button and your order status will change to 'Cancelled'.
We're really quick at picking, packing and processing your order – it gets done
in less than 60 minutes after you click on the 'place order' button. Should the
'Cancel/View' button not be visible means then you are unable to cancel the order.
Under UK Distance Selling laws, you have the right to cancel your contract with
us, within 7 working days of receiving your order. You will need to advise us of
this so we can issue you with a full refund and we would ask you to return the cancelled
items to us.
If we do not receive the cancelled items back, we may arrange to have them collected
at your cost. If you want to cancel your contract with us, please contact our Customer Care team who will
be happy to help you.
HOW DO I CANCEL MY ORDER UNDER THE DISTANCE SELLING REGULATIONS?
Under the UK Distance Selling Regulations, you have 7 working days (from the day
after you receive your goods) to cancel the contract for your order with us.
In this case we will issue you with a full refund however you will need to return
the entire order at your cost if you have already received them.
In all cases, the goods must be in their original condition and will be inspected
on their return.
If we do not receive the cancelled order back, we may arrange to have them collected
at your cost.
If you decide to cancel your order with ASOS.com, you must let us know in writing
[email is fine], quoting the order number.
To cancel your order, please click here.
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
CONSUMER DIRECT
What is Consumer Direct?
Consumer Direct is the government-funded telephone and online service offering information
and advice on consumer issues.
Consumer Direct is funded by the Office of Fair Trading and delivered in partnership
with Local Authority Trading Standards Services.
Click here for more information
DO YOU OFFER STUDENT DISCOUNT?
NUS Extra Cardholders receive 10% off products across the ASOS site with a valid
NUS Extra card number. To redeem the discount enter your NUS Extra card number when
prompted at the checkout. Discount is not available on delivery charges, ASOS Premier,
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 NUS Extra cardholders and is non transferable. Should a card number be
used by anyone other than the cardholder, the discount will be withdrawn without
notice.
WILL AN ITEM BE RESTOCKED?
ASOS like to keep ahead of the current fashion and generally don't tend to restock
items again as we like to offer you new exciting products regularly and keep up
with all the latest trends!
If you need something in a hurry, we've probably got similar items in stock, so
you could always try our search engine, then using the 'Refine' facility on the
left hand side.
If you haven't given up hope on this item you may want to keep a look out for it
on the site in case we do decide to re-stock it again or someone has recently purchased
it and decided it wasn't suitable then returned it!
Unfortunately we don't currently have the facility to let you know if or when an
item is restocked, but our clever team are always working on improving ASOS, so
we might be introducing this in the future.
If there is anything else you want to know about a product , then please
click here to contact our customer care team
I AM HAVING GENERAL PROBLEMS ACCESSING OR BUYING FROM YOUR WEBSITE
If you are having any other problems, we recommend you make sure you have the latest
updates and patches for your operating system. Windows users can
find out more here.
If you are still having problems, get in touch with our
Customer Care Team, who will be able to help you. To help us solve the issue
for you, please include as many of the following details as possible:
- Your Operating System (e.g. Windows Vista, Mac OS X)
- Internet Browser (Internet Explorer 7, Firefox, Safari)
- What URL you were trying to access (e.g. http://www.ASOS.com/contact.asp)
- What time the problem occurred
- Please cut and paste into the email any error message that appeared on the screen
I CAN'T VIEW THE CATWALK VIDEOS
Our Catwalk Videos give a far better idea of how an item hangs and how it moves
when you move, so it's a great idea to watch before you buy.
If you are having trouble viewing our videos, please make sure you have Abode Flash
Player 9 or higher installed on your computer. If you don't have it, just
click here and follow the on screen instructions to install it.
I AM HAVING TROUBLE WITH MY SHOPPING BASKET
Any item you add to your shopping bag will be reserved for you for two hours while
you carry on shopping. After this time, items will be removed from your basket and
other customers will be able to buy them.
If items are disappearing from your shopping bag within two hours, this may be because
you are using your internet browser's 'back' button, rather than selecting one of
the 'Continue shopping in...' links on the shopping bag page.
If you are still having problems, try deleting the cookies on your PC. All you need
to do is go to the 'Tools' tab on your internet browser, select 'Internet Options',
then choose 'Delete Cookies' and hit OK.
I CAN'T SIGN INTO MY ACCOUNT
When you want to shop with us or access your account, we ask you to sign in. If
you find that your email address or password is not recognised, please make sure
you are using the same email address and password that you used when you registered
with us.
If you can't remember your password, just type your email address in to the 'Forgotten
your Password' box on the sign-in page, and we'll remind you what your password
is.
You can change your password, main email address or any of your other details at
any time just by signing in to
My Account.
Please note that if you type in the wrong email address and/or password 3 times,
you won't be able to log in again for half an hour.
I STILL CAN'T SIGN INTO MY ACCOUNT/EMPTY SHOPPING BAG
Should you still be having problems logging into your account, or trouble with your
shopping bag, then you may need to delete your cookies. Please note that if you
have items in your bag or in the save for later section, please make a note of the
product name/code as deleting your cookies could clear this history.
- To delete your cookies in Internet Explorer 7 please click here
- To delete your cookies in Internet Explorer 8 please click here
- To delete your cookies in Google Chrome please click here
- To delete cookies in Safari (MacOS X) please click here
If you are still having problems then please
click here to contact our customer care team.
I AM NOT RECEIVING YOUR NEWSLETTERS
If you are not receiving our emails or our regular newsletter, you could be missing
out on fashion as it happens!
One of the most common reasons for this that your email software is marking emails
from us as junk mail, and are sending them to your spam folder. To stop this from
happening, please add 'info@newsletter.asos.com' to your email address book, then
emails from us should come through just fine.
If you checked this and are still not getting the newsletter, make sure you typed
in the right email address when you signed up with us. Just sign into My Account (if
you can remember what address you did type in), or get in touch with
Customer Care, and we'll do our best to sort it out for you.
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
Our Guarantee... In the unlikely event that your card is used fraudulently, your
bank or card issuer cannot hold you liable for more than £50.00 of fraudulent
charges. If for any reason your bank or card issuer does hold you liable ASOS.com
will cover you for the liability up to the full £50.00, provided the unauthorised
use of your card resulted through no fault of your own from purchases made at ASOS.com
whilst using the secure server. 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.
WHAT IS 'MASTERCARD SECURECODE'?
MasterCard SecureCode is a service that password-protects your Maestro card details,
to give added security when you shop online. They allow you to create a password
that is known only to yourself, to use every time you use your Maestro card online.
To register for MasterCard SecureCode all you need to do is follow the instructions
next time you place an order with us. Alternatively, you can sign up by contacting
the bank that issued your Maestro card directly.
You'll be asked to come up with a password (also known as a SecureCode) for your
Maestro card. You only need to do this once then whenever you use the card online
you will be asked to enter the password when you check out.
If you have already registered, you will be prompted to enter your SecureCode when
you order.
We don't currently require users of non-Maestro cards to sign up for SecureCode
to be able to place an order with us.
To find out more information about these services visit the
MasterCard SecureCode website
MY PAYMENT HAS BEEN DECLINED
Don't worry – This can happen for a number of reasons.
Try checking the details in your ASOS.com account to ensure that the card details
such as the start date and card type are correct and your billing address is the
same one the card is registered to.
If the problem persists, enter the details of another card and try that.
If you feel you aren't getting anywhere
then contact our Customer Care Team who will try to advise you further.
I HAVE SEEN A PRODUCT BUT IT NO LONGER SEEMS TO BE IN STOCK
We know how frustrating it can be when you have your heart set on an item and you
go to buy it but it's out of stock.
However, some of our most popular products will run out very quickly so you do need
to be quick and get it before someone else does. As we try to keep our products
fresh, we add hundreds of new items every week so you might just find something
similar to the one you were looking for.
Try browsing through our departments at the top of the web-page and then refine
the type of item you are looking for by clicking on each of the sub-sections.
Alternatively, you can type in the product or brand into our search facility [top
middle of the Website] and we will find you everything related to your specific
search.
I'M NOT RECEIVING ANY EMAILS FROM YOU
There may be a number of reasons you’re not receiving emails from us. When you sign
up and place an order you will receive a variety of emails which include ASOS Newsletters,
Order and Return Confirmation email s and responses from our Customer Care Team.
We recommend you check your Spam filter settings and look through your Junk folder,
in case our emails are going in there. If this is not the case, then we may have
the incorrect email address registered for you. Please check your account details
to ensure your email address is spelt correctly and it’s your valid email address.
I'VE SENT AN EMAIL TO CUSTOMER CARE AND NOT HAD A REPLY
There may be a number of reasons you’re not receiving emails from us. When you sign
up and place an order you will receive a variety of emails which include ASOS Newsletters,
Order and Return Confirmation email s and responses from our Customer Care Team.
We recommend you check your Spam filter settings and look through your Junk folder,
in case our emails are going in there. If this is not the case, then we may have
the incorrect email address registered for you. Please check your account details
to ensure your email address is spelt correctly and it’s your valid email address.
HOW DO I SEARCH FOR A PRODUCT?
There are a number of ways you can search for a product until you find exactly what
you're looking for.
The most relaxing way to shop with us is to browse through the categories at the
top of the web-page and then refine what you are looking for by clicking on each
section, spilt into either product types (i.e. Jeans) or branded types.
Alternatively, if you know exactly what you want, just type in the product or brand
into our search facility [top right of the Website] and we will find you everything
related to your specific search.
Once you have found what you want, click 'add to shopping bag', and when you're
done shopping, follow the on screen instructions to fill in your payment and delivery
details. Easy. Don't forget to check out our
clearance section as it can be a fashion-gold mine!
HOW DO I SIGN UP FOR THE ASOS NEWSLETTER?
The easiest way to sign up for our newsletter is to set up an account. You don't
have to buy anything yet, but when you do want to start shopping, this'll also give
you a head start. Alternatively, you can click here to go back to
the Homepage of our website and sign up to the newsletter straight away
without setting up an account.
I HAVE SEEN A PRODUCT BUT IT NO LONGER SEEMS TO BE IN STOCK
We know how frustrating it can be when you have your heart set on an item and you
go to buy it but it's out of stock.
However, some of our most popular products will run out very quickly so you do need
to be quick and get it before someone else does. As we try to keep our products
fresh, we add hundreds of new items every week so you might just find something
similar to the one you were looking for.
Try browsing through our departments at the top of the web-page and then refine
the type of item you are looking for by clicking on each of the sub-sections.
Alternatively, you can type in the product or brand into our search facility [top
right of the Website] and we will find you everything related to your specific search.
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 3 working days after you place your order [excluding
Sundays] e.g. If you order on Wednesday your goods will be delivered by the following
Monday.
The cost of UK Standard Delivery is £3.95 and your order will be sent out
via the most suitable carrier, depending on size and weight.
Order tracking is not available for Royal Mail deliveries, so please wait the full
5 working days for your delivery to arrive. We will advise you if your order is
being dispatched via Royal Mail.
Your order can be delivered anytime between 7am and 9pm and a signature may be required
on receipt.
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 bank holiday. In this instance please expect
your delivery on the next working day.
HOW DO I RETURN AN ITEM?
UK Customers
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 include
all sale items) within your order. Just fill out the Returns Form enclosed with
your order. Lost your returns note? Just click
here
If you are a UK customer, there are 3 ways you can return your goods. You can either
return your goods using our
collection service, our new
collect+ service or for both UK and International customers you make
your own arrangements through any postal carrier.
Please note it is very important that when you return an item, we know the order
number it relates to, your details and whether you want a refund or an exchange.
Without these details we won't be able to take the action you want us to.
It can take up to 7 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.
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 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.
In all cases, 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.
For more information on our returns policy,
just click here.
International Customers
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 include
all sale items) for a refund. If a replacement size, colour or alternative items
are required you will need to place a new order. Just fill out the Returns Form
enclosed with your order. Lost your returns note? Just click
here
Please note it is very important that when you return an item, we know the order
number it relates to, your details and whether you want a refund or an exchange.
Without these details we won't be able to take the action you want us to.
It can take up to 21 days for us to receive your return, depending on your location
and which postal service you use. Please see below timeframes –
- Ireland - 10 days
- Europe – 14 days
- US – 10 days
- Rest of World – 21 days
Once we receive your returned parcel, we will inspect and process the goods within
24 hours to ensure you receive your refund as quickly as possible.
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 used to make the original purchase.
In all cases, 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.
For more information on our returns policy,
just click here.
HOW DO I BOOK A COLLECTION SERVICE IN THE UK?
Booking a collection to return your ASOS.com goods is easy and it costs just £2.95!
We will collect your goods anytime from 7am – 7pm, between Monday and Friday. All
you need to do is choose a day and the address you want us to pick up from.
We can even pick up from work if you want us to. Just make sure the collection address
is listed in your ASOS.com account so you can choose it when you come to order the
collection.
You can pay for our collection service as you would normally pay for your orders
with us. The only difference is that gift vouchers and discounts can't be used for
this service.
If you order from us and change your mind, no problem – just give us at least 1
days notice [excluding weekends and bank holidays] and we will refund what you paid
for the service.
We will need an address that our courier can access, and someone will need to be
available to hand over the goods otherwise, we won't be able to pick anything up
and you will still be charged the service.
We will let you know when the goods are back at our warehouse, which is usually
3 days and we will contact you again when we have processed your return.
To book a collection click here
To cancel a collection click
here
To see our policy on a collection service
click here
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 as soon as possible.
If you have returned your parcel using Recorded Delivery or another service that
can be tracked, please give us the reference number when you contact us.
If you have returned your items via the Collect+ service, you can track your items
here http://www.collectplus.co.uk/ using
the tracking number provided to you when you returned your item.
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.
