Returns & Refunds
What is your Returns policy?
Returning an unwanted item?
After that?
Original Condition
Responsibility
Fair Use
Exchanges
Faulty and incorrect items
ASOS Brand Partners
Returning an unwanted item?
We get it - sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition, we accept returns for a change of mind, subject to the rules below, including rules about Fair Use. Returns cost $8.99 (AUD), which will be deducted and retained from your overall refund amount to help cover the cost of getting the goods back to us. Please always check the product information section for the item you have ordered available on our website or app for details on whether the item is returnable.
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.
You have 28 days from the day of delivery or the day the order becomes available for collection to return an item to use for a refund. The refund will be issued to your original payment method.
We aim to refund you within 14 days of receiving the returned item.
If you create a return for an item during the above timeframes but you can't return it to us for some reason within the same time period due to extenuating circumstances, please get in touch - but any refund will be at our discretion.
After that?
We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may elect to send it back to your default delivery address and ask you to cover the delivery costs.
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 the 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.
• Pierced jewellery if the seal has been tampered with or is broken.
• Face coverings (including but not limited to eye masks, mouth coverings or costumes) if the seal has been tampered with or is broken.
Of course, it's fine to try an item on like you would in a shop, but please don't wear it for longer than that. If an item is returned to us damaged, worn 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. This includes the original packaging with 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 to us, please 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 them (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 suspect fraudulent activity and/or notice any unusual or suspicious activity with your account, we may refuse to issue a refund and suspend and/or close your account and any associated accounts.
Such activities include, but are not limited to: complaints relating to unreceived orders, missing items, ordering and returning large quantities - much, much more than even the most loyal ASOS customer would order - as well as the number and value of orders made by you; unusual patterns of returns activity; if we suspect that someone is not just trying on their items, but wearing them for an extended period of time and then returning them; if we refuse multiple returns from you (see “When we may refuse a refund” in our Ts&Cs); or items are returned that are worn/used and do not correspond to the original order.
If your account has been deactivated and you need to make a valid return, please see the account closure email we sent you. There you will find information on how to make a valid return. You will be responsible for the costs of returning the goods to us. All returns will be processed as usual once they reach our warehouse.
Please note that we reserve the right to take legal action against you if the items you return do not match those you ordered.
Want to exchange an item?
We don’t offer exchanges. All returned items will be refunded once they arrive at our warehouse. Need it in a different size or colour? Simply place a new order!
Returning a faulty or incorrect item?
Find out more about faulty or incorrect items here.
Did you order an ASOS Brand Partner product?
If your Brand Partner item was shipped by ASOS, you can follow our usual returns process. Find out how returns work with ASOS Brand Partners here.