This page will help you find the answer to your question. The most common questions are highlighted immediately below this message. All other information about ASOS.com, the website, the products and your order can be found below.
Questions about payment and ordering
We accept the following cards
We accept the following currencies:
UK Pound Sterling (GBP)
US Dollar (USD)
Euro (EUR)
Danish Kroner (DKK)
Swedish Kroner (SEK)
Norwegian Kroner (NOK)
We only accept payment by Credit Card, Charge Card or Debit card on the
Internet.
Please note we DO NOT accept the following payment methods:
- Payment on Delivery
- Email
- Instalments
- Splashplastic
- Cheque
- Bank Transfer
- Postal Order
- PayPal
- Laser Card
We accept cards issued from most major countries.
For a full list of countries please click here. Please note,
we are unable to accept your card if it is not issued from one of the countries listed.
To change currency, simply select the country whose currency you would like to
view the site in from the drop down box, which can be found at the top right
of every page.
We are a senate member of IMRG, the leading industry body for global e-tailing,
promoting the highest possible industry standards and best practices ensuring
honest and truthful 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 Web site cannot be read in the
event someone else intercepts it. This technology includes the following
features:
- Authentification - 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.
Ordering over the internet with ASOS.com is the safest and most secure method
of paying and therefore we only accept orders placed online.
When you place an order with ASOS, our system goes through a series of checks to validate
the information you have provided.
Regrettably, it is not always possible for us to confirm all of the details, and this is why
we request additional information. This helps us to verify your identity, and ensure that the credit/debit
card has not been used fraudulently.
Whilst your account is being cleared we will not debit your credit card.
When an order is submitted, ASOS obtain authorisation from your card issuer to debit your account.
However, the funds are only reserved for us as we do not debit the account until the order is sent
to our warehouse for dispatch.
When you reach the final billing page and press 'Submit Your Order' we will
immediately contact your bank/card issuer for authorisation to take payment
from your account.
If the payment is authorised, you will receive an e-mail within a few minutes
confirming your order, and payment will be taken from your account shortly
afterwards.
If payment is authorised but we have a query with your order, an e-mail will be
sent to you to advise you of the nature of the query. If we are unable to
resolve the query for any reason and cannot dispatch your order, a full refund
will be issued back to your card.
If the payment is not authorised by your bank or card issuer, you will receive
an e-mail within a few minutes advising you of the reason why. (Please note
some issuing banks may still reserve your funds for a period of time).
Unfortunately we do not currently sell gift vouchers.
Questions about delivery charges and destinations
Unfortunately it is not possible to pick up orders from our warehouse.
We deliver to most major countries. For a full list of countries please
click here. Please note, we are unable to deliver to your country if it
is not listed.
Unfortunately we no longer deliver to the Middle East, most of the Far East and certain other countries. This was a business decision based on costs and we thank you for your past custom. The full list of countries that we do deliver to, can be found here.
Unfortunately, we do not deliver to freight forwarders.
The reason for this is that we are unable to guarantee onward delivery of
your order from your nominated freight forwarder. We would be unable to track
your order and assist you in the eventuality that your order was lost.
Any customs or import duties are levied once the package reaches its
destination country. Additional charges for customs clearance must be borne by
the recipient. 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.
We use Royal Mail, Parcelforce and Interlink Express for deliveries within the UK. We use Royal Mail and Parcelforce to Europe and Rest of World.
If you place your order using our Next Day Delivery service the courier may attempt to leave your parcel with a neighbour if you are out, or failing this, in a safe place, out of sight and the elements. If you place your order using our Standard Delivery service, all orders require a signature, so we are unable to leave your order in a safe place.
Yes, anyone at the specified delivery address can sign for the goods.
Most orders can be delivered to BFPO addresses. However, this is not possible for orders weighing over 2Kg that are being sent to BFPO addresses in the 600's and 700's. We therefore recommend, if placing an order containing multiple large items such as boots, suits or coats and jackets, that you place two orders, keeping each bulky item separate. If your order does weigh over 2Kg your entire parcel will be sent back to us.
Please also note that Delivery to BFPO addresses is only available on Standard Delivery, at a cost of £3.45, and that during registration you must enter your BFPO address as UK, rather than the country where you are posted. When we ship to BFPO addresses, Royal Mail delivers the parcel to the British Forces postal office in London, where the parcel is signed for. It is then the responsibility of the British Forces to ensure that the parcel is delivered to the correct location.
Questions about a product
Unfortunately some items will be out of stock or be removed from the site
altogether if discontinued. Please be advised that our Customer Care team
cannot tell you when a product will be back in stock. Tip - We often take
repeat deliveries of popular products and occasionally customers will return
items to us that do not fit. We would advise you to keep checking the site to
see if your desired item becomes available again.
We include as much information as possible about a product on the product page
itself. Usually, more detailed information like product sizing and materials
can be found towards the bottom of the page. If you need more detailed
information, please click here to contact customer care quoting the product code, which can be found on the
product page (e.g. 1FCTO0375).
Unfortunately it is not economically viable for us to ship large and/or heavy products to certain countries.
This decision is unlikely to change in the foreseeable future, and unfortunately we are unable to process one-off requests,
even if you suggest that you would be happy to pay for any extra postage.
Please note: If a restriction applies to a certain product, details will be displayed underneath the 'Add to Basket' button
via the 'This Item Ships to' link.
This means that the product is temporarily out of stock or has been
discontinued. Tip - We often take repeat deliveries of popular products and
occasionally customers will return items to us that do not fit. We would advise
you to keep checking the site to see if your desired item becomes available
again.
Unfortunately it is not practical for us to provide a 'request service'.
Unfortunately, we cannot advise you in advance of a reduced product or
reimburse you the difference after you have placed an order.
Please be advised that our Customer Care team cannot tell you where else our
products can be purchased
Technical Problems
If the pop-up window appears to freeze it is likely that your Internet Browser
is not fully up to date and we suggest running Microsoft's Windows Update to
install the latest updates.
Click here to see how to run Windows Update.
- Maybe you registered with
another email address? It is often the case that
people forget which email address they used to
register with us. You must use the exact email address
and password combination with which you first
registered in order to log back in to the site.
- Maybe you have forgotten your password? If so we can send you your password to
the email address you registered with. Just fill in the box by 'Forgotten Your
Password?' on the login page.
If these are not successful or you have other email address or password related
problems please click here to contact customer care with your query.
The most common resolution for this problem is to delete the cookies on your PC and try again.
To do this please click on the 'Tools' tab at the top of your Internet Browser, then select 'Internet Options'.
On the first screen that pops up, select 'Delete Cookies' then click 'OK'. You should then not experience
any further basket problems.
Certain customers are having a problem whereby they place an item in their
shopping basket, browse the website further and place another item in their
basket, but when they return to their basket the first item has disappeared.
If this is happening to you, it may be because you are using the 'back' button
on your browser, rather than the links in the website itself. Please try again
using the 'continue shopping' button on the basket page and then only click on
links within the ASOS.com website. Do not use your 'back' button, or any other
button on your browser if you can help it.
We use cookies to remember who you are, please make sure that you can accept
cookies from us, for an explanation of cookies
click here. For help with enabling cookies
click here. If you are sure you have already enabled cookies perform a
simple test by
clicking here.
If these problems persist please click here to contact customer care
This problem occurs when the date set on your own PC is wrong. Please check the
date is correct (double click on the time at the bottom right of your screen)
and then try placing your order again.
Our videos are presented in Macromedia Flash format. In order to view this content you need to have Macromedia Flash player 8 or higher installed on your computer. It is completely safe to download and install. To install the player click here and follow the on screen instructions.
In order to install Macromedia Flash player you must be a local administrator of your computer. If you are viewing ASOS.com from a work computer then this may not be the case. In this instance please contact your system administrator and they will be able to install the player for you.
Notes for administrators:
Users should be able to install and use the Macromedia Flash Player if you have provided full access to the Macromed directory (C:\Winnt\System32\Macromed\).
You must have the correct security settings in your browser to view Flash content. To check these setting for Internet Explorer follow the following instructions:
1. Open Internet Explorer.
2. Choose Tools then Internet Options.
3. Select the Security tab.
4. Choose Internet.
5. Ensure that "Download Signed ActiveX controls" and "Run ActiveX controls and plug-ins" are not disabled.
If you are still having problems viewing the Catwalk videos then try closing all of your browser windows and then re-open one and return to ASOS.com. If this still does not work then try restarting your machine.
The Flash Player is a browser plug-in provided by Macromedia and Adobe. It should take 5 seconds to download with Broadband or about a minute with a 56k modem.
For more detailed information please visit the Adobe website where they have extensive documentation.
Before contacting ASOS.com we recommend that you update your PC using the Windows
Update tool.
Please
click here for details.
If problems persist, please click here to contact customer care
To help us look into your problem please try to include in your email 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
ASOS.com does not endorse any pop-up advertising that appears during your visit to
our site. This intrusion is commonly known as spyware and we recommend removing
it by using a tool such as Ad-aware, which is available to download
here
Your order
Once your order has been confirmed, it's not currently possible for you to change or cancel it prior to dispatch. Please refer to the 7 day Cooling-off period for more details.
Unfortunately we cannot confirm when we have received your return. We do recommend though, that you send your return by a secure postage method, such as recorded delivery. This way you will be able to trace your delivery through the carrier that you used.
Please note that we usually process a refund or exchange within 3 working days of receipt of your return. At this point we will email you confirmation of a refund, or send you your replacement. Please therefore do not contact us until 3 working days have passed since we received your return.
If it has been more than 3 working days since we received your return please click here to contact customer care
Yes, of course, but you need to be quick about it. If you chose Standard Delivery, you have an hour to cancel after ordering, but with Next Day Delivery, it's only thirty minutes. If you miss your chance, please email Customer Care, and they'll tell you if anything else can be done.
To cancel, 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, your order status will change to 'Cancelled', and you'll receive an email to confirm.
Currently you can only cancel your entire order, not individual items, and only one order at a time.
In addition to our returns policy , under the United Kingdom's Distance Selling Regulations you have seven working days (beginning the day after receipt)
to cancel your purchase from ASOS.com, for a full refund. This does not apply to items that cannot be returned; these items are clearly marked with a '+'
next to the product name. In this case we will provide you with a full refund but we would ask you to return the cancelled items at your cost. If we do
not receive the cancelled items back, we may arrange to have them collected at your cost.
To cancel your Standard Delivery Order please click here
To cancel your Next Day Delivery Order, please click here
If your order has already shipped, you will need to return the order to us. See
How do I return an item(s)
The carrier will leave you a card informing you that delivery has been
attempted. On this card will be instructions on how to obtain your parcel.
Unfortunately we are unable to amend your order if a discount code was not originally applied at checkout.
Unfortunately this is not a service that we provide at this time. If you are
ordering for delivery to an address other than the billing address, as is often
the case with gifts, the invoice will be sent to the billing address so if the
order is a gift the recipient will not see how much was spent on the order.
It is our policy to endeavour to respond to all customer enquiries within one working day. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc...), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our Customer Care team within 2 working days, please click here to contact customer care stating your secondary email address or a family member's or trusted friend's email address. Please include YOUR Name, registered ASOS.com email address, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf.
Tracking Your Order
You can track your orders on-line. This page displays your order history as
well as the status of any open orders.
Next Working Day Delivery orders can now be tracked in more detail directly
from the courier's website. Please visit Order Tracking and click on the 'Track
this Order' link. Please remember that if you have a query relating to any
information held on the courier's website you must contact them directly.
Click here to visit the Order Tracking Page
Standard Delivery Orders
- We aim to deliver Standard Delivery orders within 3-4 working days. Please note that this means your order may appear as 'Order Processing' for 3 working days after your order is placed, especially at busier times of the year, such as Christmas.
- Unfortunately we cannot guarantee a specific delivery date for Standard Delivery orders. If you require your order to arrive on a particular date we suggest you use our Next Working Day service.
- Once your order is displayed as 'Shipped' please remember to allow 3 working days for your order to arrive. Again, at busier times of the year, such as Christmas, postal services can slow down, so we ask you to wait 5 working days after your order is 'Shipped' before contacting us.
- For destinations outside the UK you will have to allow a certain amount of additional days for delivery. Please check our Delivery Charges page for information.
If you have followed the instructions above and still have not received your order, please click here to contact customer care with your query and order number.
Next Working Day Orders
- You can track your Next Working Day Delivery order directly from the Courier's website. Please visit Order Tracking and click on the 'Track this Order' link for detailed tracking and status information on your order. Please remember that if you have a query relating to any information held on the courier's website you must contact them directly.
- If you are expecting delivery of your order today (i.e. your order was placed before 4.00pm on the previous Working Day (Monday-Thursday, except bank holidays)), please allow for delivery to take place up to 5.30pm. A courier, requiring a signature, delivers the packages and so your order will not arrive with the normal post.
- If a delivery has been attempted and you have received a card from the courier, please contact the courier directly to arrange another delivery or to pick up the parcel from their depot.
If you have followed the instructions above and still have not received your order, please click here to contact customer care with your query and order number.
If your order is made up of multiple items, some items may be dispatched separately. If this does happen, you will only pay one delivery charge, and we will send you two dispatch confirmation e-mails to advise which items have been dispatched in each parcel. Please note that your entire order should be delivered within the same delivery period, however each parcel may arrive at a different time.
Returns
If you are not completely satisfied with your purchase, simply return the item
or items to us in their original condition within 14 days of receipt. We will
issue a full refund on receipt, or exchange the item for a different size /
colour if preferred.
Please note:
- If you require a different
product (rather than a different size or colour of the
same product) you will need to place a new order
online and return the original item for a refund.
- Some products are non-returnable; these are clearly marked with a '+' next to the product name. If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
For more details, including the returns address, please refer to our
Returns Policy
If the item you received is faulty, please click here to contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us.
If the item you received is not what you originally ordered, please click here to contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Before contacting us please take note of the timescales required to process a
refund:
- Please allow 3 working days
from receipt of a return for us to process a refund.
- Once a refund is processed you
will receive an email confirming this (the email will
be sent to the same email address as your Order
Confirmation email was sent).
- After receiving the return confirmation email, please allow a further 5-10
working days for the refund to be credited to your account. This time frame is
dictated by your bank or card issuer and is outside of our control. (N.B Your
refund will be credited to the same card with which you made your original
purchase. If for any reason this is not possible, (i.e. the card had been
declined or has expired) we will send a cheque to your billing address within 2
Working Days).
Before contacting us please take note of the timescales required to process an
exchange:
- Please allow 3 working days
from receipt of a return for us process an exchange.
- Once the exchange has been processed please allow the following additional days
for delivery of your replacement item:
- UK - Up to 4 Working Days
- European Union - Up to 8 Working Days
- Rest of World - Up to 14 Working Days
Regrettably mistakes can happen. If you have received you order and an item is
missing, please click here to contact customer care quoting your order number and the missing item and they
will investigate the matter further.
Unfortunately, for security purposes, we are unable to accept any orders returned to our Warehouse.
If you are returning an item, or items, to us for a refund or an exchange then the cost of
returning the item to us is your responsibility.
Please note, the item is your responsibility until it reaches us. For your own protection,
we recommend that you send the parcel using a delivery service that insures you for the
value of the goods.
If the item you received is faulty, please click here to contact customer care quoting your order number,
your name and address, details of the product and the reason for return, and whether you
require a refund or a replacement. We will then advise on how to proceed with the return.
You have 30 days from receipt of the faulty item to return it to us.
If the item you received is not what you originally ordered, please click here to contact customer care
quoting your order number, your name and address, details of the product and the reason
for return, and whether you require a refund or a replacement. We will then advise on how
to proceed with the return.
Delivery charges (the P&P cost you originally paid to have the order delivered to you) are non-refundable.
Regrettably mistakes can happen. If you think you have been refunded the wrong
amount please click here to contact customer care quoting your order number and the required refund amount.
Please note:
- Delivery charges are non
refundable so you
will be refunded the full value of the items returned
less the delivery charge.
- If a discount was applied to your original order, and the refund of a
returned item means that the original discount would no longer apply, the
amount refunded will be adjusted to reflect this.
For Example:
- The value of the products in your order was £100 and you used a "£10
off when you spend £100" discount, therefore paying £90.
- You then returned a product to the value of £10, which means that
the value of the products you kept is now only £90.
- An order to the value of £90 would not qualify for a "£10 off
when you spend £100" discount; therefore the £10 discount
originally applied will be deducted from the refund amount.
- Your refund would therefore be £0
About ASOS.com
Welcome to ASOS.com, the home of star style and celebrity fashion. All the items
you see are available to buy online. Simply click on the item you wish to buy,
select the size or colour required and click 'add to basket'. You can then go
back and add additional items to your basket or 'proceed to checkout'.
Please note you will need your credit, debit or charge card details, including
the billing address (the address to where the card bills and statements are
sent).
ASOS.com has a monthly magazine, with the all the latest trends and style news. See the homepage for further details.
ASOS.com has a monthly magazine that is placed in your basket for your convenience so that you do not miss out on the latest trends & fashion tips.
If you do not wish to receive the magazine it can be easily removed before checkout.
No, we do not have a shop, we are a UK based Internet Retailer. We do however
deliver to most countries.
We prefer you to contact us via e-mail - this enables us to respond to all your
queries quickly and efficiently. Corresponding via e-mail has a lower cost to
us than a call centre, and we have built this lower cost into our prices
passing the savings on to you. Please note that in surveys, our customers have
overwhelmingly and consistently said they wanted cheaper prices over anything
else.
No we do not, we are a retailer and sell directly to our customers.
If you are interested in selling your products on ASOS.com please click here
For all corporate/shareholder enquiries please refer to our
investor relations page
IMPORTANT: Customer Care queries will not be answered. The following email
addresses are for Corporate Enquiries only.
For all corporate/shareholder enquiries please refer to our
investor relations page
Press And Media Relations
e-mail
press@asos.com
Affiliate Schemes and On-Line Partners
e-mail
affiliates@asos.com
General Marketing
e-mail
marketing@asos.com
With effect from July 2007, the UK's Waste Electrical and Electronic Equipment (WEEE) Regulations require that all producers of electrical equipment are now obliged to pay for recycling of household electrical goods, where previously this bill was met by councils or items were not recycled at all. These regulations also require that all retailers both actively assist in delivering a UK wide WEEE collection infrastructure and encourage the participation of consumers in recycling electronic equipment.
So that you can get your waste electrical goods recycled, we have contributed towards a national fund to assist local councils to further develop their existing waste electronics collection facilities, which will in turn allow producers of this equipment to meet their obligations.
Not all council sites are suitable to collect all types of waste electrical goods but to find out your nearest participating site (including other collection facilities that may not be operated by the council) and for advice on all aspects of recycling at home, please visit www.recycle-more.co.uk. Don't forget to have your postcode ready to use in the 'recycling facilities' locator.
Electronic waste is one of the fastest growing waste streams and much of it can be recycled and resources recovered to make new consumer goods. To remind consumers of the collection methods available which in turn allow recycling to take place, all electrical items sold now carry the 'crossed out wheeled bin' symbol. To ensure your waste electronics don't contribute to damaging the environment, please use www.recycle-more.co.uk and recycle today.
Over 75% of waste electrical goods end up in landfill, where lead and other toxins contained in the electrical goods can cause soil and water contamination. This can have a very harmful effect on natural habitat, wildlife and also human health. When situated near populated areas these toxins can cause problems to communities as their water and soil is polluted.
Electrical and Electronic Equipment that was made after 13 August 2005 should display this symbol on the packaging or product. Either send the product to be repaired and reused or recycle it at your nearest recycle centre.
If you still cannot find the answer to your question please contact us