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Returns & Refunds

What is your Returns policy?

Want to find out more about our Returns Policy? Read on for more information. This Returns Policy doesn’t affect your statutory rights provided by the Australian Consumer Law, which are the basic rights you have as a consumer. These statutory rights will be upheld in case of any inconsistencies with this Returns Policy.

We want to make sure returns are as easy as possible to do, but if you need more information on our Returns Policy, please see below:

Returning for change of mind?

We get it, sometimes you may change your mind about something you have ordered and you want your money back. As long as an item is still in its original condition, and you return it within 28 days of it being delivered to you or made available for collection at your nominated store or collection point, we will accept returns for change of mind and will be able to offer a refund subject to the terms of our Returns Policy (which includes rules around fair use). Returns cost $8.99 (AUD), which will be deducted from your overall refund amount. Return charge exclusions apply, please refer to our Returns Policy here for more info. Refunds will be made by way of the original payment method.

Returning a sale item for change of mind?
 
If you have purchased an item that was in the sale (that means it had a red-penned, reduced price) you'll need to create a return and request a refund for your item within 14 days of it being delivered to you or becoming available for collection. You then need to ensure that you return the item to us within a further 14 days. Provided that we receive your item within 28 days of it being delivered to you or becoming available for collection, we will issue a refund to your original payment method.
We aim to refund you within 14 days of having received the returned item into our warehouse.

If you request a refund for an item during the above time frames but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.

After that? We don't accept returns for change of mind items after the relevant returns periods stated above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.   

Returning from New Zealand for change of mind?

You will have 28 calendar days from the date your order is delivered to you or made available for collection at your nominated store or collection point to return your item(s). You can return your unwanted items via the 'Create a Return' section of your ASOS Account. You will be refunded to your original payment method. A returns charge is payable and will be deducted from the refunded amount (subject to exclusions).

If you have purchased an item that was in the sale (that means it had a red-penned, reduced price) you'll need to create a return and request a refund for your item within 14 days of it being delivered to you or becoming available for collection. You then need to ensure that you return the item to us within a further 14 days.

Original condition

Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:

  • Face + Body products if opened, used or protective seal is not intact
  • Underwear if the hygiene seal is not intact or any labels have been broken
  • Swimwear if the hygiene seal is not intact or any labels have been broken
  • Face coverings if the seal has been tampered with or is broken.
  • Pierced jewellery if the seal has been tampered with or is broken.

Of course, it's fine to briefly try an item on like you would in a shop, but you must not wear the item other than for that purpose. If an item is returned to us damaged, worn or used (other than for briefly trying it on) or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging and all tags and labels attached (e.g., shoes should be returned with the original shoe box).

Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

Fair use

If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we reasonably suspect a customer is actually wearing their purchases and then returning them, a customer is ordering and returning loads - way more than even the most loyal ASOS customer would order, the items returned don't match what the customer ordered, where acting reasonably we reject multiple returns for not complying with this Returns Policy, or the customer is not otherwise complying with this Returns Policy - then we might have to deactivate that customer’s account and any associated accounts and we might have to withhold issuing a refund. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.

If your account has been deactivated and you need to make a valid return, please refer to the account closure email we sent you where you will find details on how to make a valid return. You will be responsible for the cost of returning the goods to us. Any returns will be processed as normal when they reach our warehouse.

Please note, we reserve the right to take legal action against a customer if the items they return don't match what they ordered. 

Can I exchange my item?

We don't offer exchanges on orders. If you would like a different size or colour, please return your unwanted item and place a new order.

Returning a faulty or incorrect item?

Faulty Items

Our goods may come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure and other compensation under law. You also may be entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.  

If you think that there is a fault with the goods you have received, please let us know straight away by contacting our Customer Care Team. Please include as many details as possible about the order (including your order number) and the problem with the goods.
 

Returns have gone online!

Haven’t you heard? ASOS have taken returns online! You’ll no longer receive a paper returns slip or returns label with your order – instead, you can now create your return through your ASOS account. To find out how to create a return, click here.

Need a new returns label?

Click here to choose your returns method and print a new label.

Did you order from ASOS Marketplace?

If so, please contact the seller directly for return address and instructions.