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.
UK NEXT DAY DELIVERY
The following are details of our UK Next Day Delivery service:
If you order by 6pm, Monday to Friday, you will receive your goods the next day.
If you order anytime on Saturday or up to 2pm on Sunday, you will receive your goods on the Monday.
If you order after 4pm on Sunday, you will receive your goods on Tuesday.
Any orders placed on a Bank Holiday will be delivered 2 working days later.
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 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: AB31, AB33 - 38, AB44, AB45,
AB51-56, BT, GY, HS1-9, IM, IV1-56, JE, KA27-28, KW1-17, PA20-78, PH19-50, TR21-25, ZE1-3.
UK STANDARD DELIVERY
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 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.
EUROPE
Deliveries will be made within 8 working days from order.
The cost of delivery within Europe varies according to the weight of your parcel. Shipping will be automatically calculated on the Checkout page when the delivery destination is confirmed, so you know how much it will cost before you complete your order.
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.
Unfortunately, we do not currently offer an Express Delivery option on European deliveries.
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.
USA AND CANADA
Deliveries will be made within 10 working days from order.
The cost of delivery to the USA and Canada varies according to the weight of your parcel. Shipping will be automatically calculated on the Checkout page when the delivery destination is confirmed, so you know how much it will cost before you complete your order.
Your order will be dispatched via the most suitable carrier, depending on size and weight.
Unfortunately, we do not currently offer an Express Delivery option on transatlantic deliveries.
Once your parcel has arrived in your country, it will be passed on to an internal postal service, according to standard delivery procedures.
Please be aware that your parcel can be delayed by customs. We have no control over this, and cannot supply any details why or for how long your parcel will be delayed.
REST OF THE WORLD
You can find out if we deliver to your country by checking this list of international countries we deliver to. If your country is not on the list, we are sorry, but we do not deliver there at the moment.
Deliveries will be made within 14 working days from order.
The cost of overseas delivery varies according to the weight of your parcel. Shipping will be automatically calculated on the Checkout page when the delivery destination is confirmed, so you know how much it will cost before you complete your order.
Your order will be dispatched via the most suitable carrier, depending on size and weight.
Unfortunately, we do not currently offer an Express Delivery option on worldwide deliveries.
Once your parcel has arrived in your country, it will be passed on to an internal postal service, according to standard delivery procedures.
Please be aware that your parcel can be delayed by customs. We have no control over this, and cannot supply any details why or for how long your parcel will be delayed.
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.
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.
DO YOU DELIVER TO WORK ADDRESSES?
We can deliver to your permanent residential address or your place of employment but we do not deliver to a PO Box address for security purposes.
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!
DO YOU DELIVER TO BFPO?
We can ship to BFPO addresses, using our standard delivery option.
All BFPO addresses must be registered as UK, rather than the country where you are posted. Royal Mail will then deliver the parcel to the British Forces Post Office in London. It then becomes the responsibility of the British Forces to deliver your parcel to the correct location.
We are unable to ship orders over 2Kg to BFPO addresses, so please split large orders, and order heavy items separately.
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.
OUR RETURNS POLICY
Returning Goods to ASOS.com
In addition to the Distance Selling Regulations, you can return any item within 14 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.
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. All goods will be inspected on return.
The goods are your responsibility until they reach our Warehouse. For your protection, we recommend you use a postal service that insures you for the value of the goods you are returning. Please send your returned goods to:
ASOS.com
Swallowdale Lane
Hemel Hempstead
HP2 7EA
We also accept cancelled orders under the Distance Selling Regulations – Please click here for more information
HOW DO I RETURN AN ITEM?
As an online business, we aim to provide a Returns service that is totally hassle-free for you.
From receipt, you have 14 days to decide if you want to return any item within your order. Just fill out the Returns Form enclosed with your order. From there you can arrange for them to be sent back to us 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
I HAVE LOST MY RETURNS NOTE
Don’t worry if you have lost your returns note. Click here to download a PDF copy and follow the instructions at the top of the note, which you will need to include with your returns parcel.
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 expect 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 the hour.
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.
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 minutes of 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.
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.
DO YOU HAVE A SIZE GUIDE?
We never want to send you something that doesn't fit properly.
Check out our womens, mens and kids size guide for measurements, fitting tips, washing tips - everything to make sure it fits perfectly and stays looking great.
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 (Please note we do NOT accept Lasercards). 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)
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).
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 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.
I HAVE JUST PLACED AN ORDER. CAN I AMEND OR CANCEL IT?
Unfortunately it isn't possible for you to amend items within your order once it has been placed and paid for.
You can cancel an order if it within 30 minutes of placing it to avoid it being dispatched to you.
Just sign in to My Account, and check your order details. If the button next to it says 'Cancel/View', you're still in time to cancel it before billing. Hit that button and your order status will change to 'Cancelled'.
To cancel your Standard Delivery Order please click here
To cancel your Next Day Delivery Order, please click here
To cancel your International Order, please click here
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
- 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
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 XP, Mac OS 9.0)
- Internet Browser (Internet Explorer 6, Netscape 7.02)
- 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 8 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 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 right of the Website] and we will find you everything related to your specific search.
THE CUSTOMER CARE TEAM
As an online retailer, we want our customers to have a fantastic experience when buying goods and we try to give the information upfront that will help most customers answer any questions that might arise.
We believe that if a customer has a problem the most important thing is to resolve it quickly and if possible, at the first time of trying.
We have found that the most effective way of achieving this is by providing a commitment to reply to your email within 1 hour, 24 hours a day, 7 days a week. We are confident that you will get a better quality, more personal service with us than you would over the phone.
If you have any feedback on the service you have received from us or any ideas of how we can improve, please click here.
ASOS LIFE
ASOS Life 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 are having any problems accessing the Community site, or have any other queries, please feel free to contact Community Team
PRESS AND MEDIA RELATIONS
For all press and media relations enquires please contact the PR team using press@asos.com. You can also use this email address 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 jasminw@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, Kids, Beauty or Outlet.
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 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.
HOW DO I RETURN GOODS TO YOU?
As an online business, we aim to provide a Returns service that is totally hassle-free for you.
From receipt, you have 14 days to decide if you want to return any item within your order. Just fill out the Returns Form enclosed with your order. From there you can arrange for them to be sent back to us 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.
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
Please contact us if you are interested in selling your products on ASOS.com
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For all press and media relations enquires please contact the PR team using press@asos.com. You can also use this email address 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.
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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 the hour.
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.
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.
WHAT IS THE ASOS COMMUNITY?
ASOS Life 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.
DO I NEED TO HAVE AN ACCOUNT TO USE THE COMMUNITY?
Yes. You can use your ASOS.com account. Simply sign in and you’ll be prompted to add a display name. If you don’t have an ASOS account yet you can sign up for one here.
I CAN'T SIGN INTO MY ACCOUNT
When you want to use the ASOS Community, 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 ASOS shopping details at any time just by signing in to My Account. To change any other details (such as your profile picture or About Me text) please click here.
If you are still having problems signing in, or have any other queries, please contact the
Community Team.
I WANT TO CHAT TO OTHERS BUT I CAN'T WORK OUT HOW TO DO IT!
We’ve created a whole Help section on the Community to guide you through the Community. Have a look here to see if this solves your problem.
COMMUNITY TECHNICAL PROBLEMS
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're still having problems using the ASOS Community, please feel free to get in touch with the Community Team and we'll be happy to help.
To help us look into your problem please try to include as many of the following details as possible:
Your Operating System (e.g. Windows XP, Mac OS 9.0)
Internet Browser (Internet Explorer 6, Netscape 7.02)
What URL you were trying to access (e.g. http://www.ASOS.com/community)
What time the problem occurred
Please cut and paste into the email any error message that appeared on the screen
