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Terms & Conditions

The legal bits…

We’re ASOS.com Limited (company number 3584121), a company registered in England and Wales. Our HQ is at Greater London House, Hampstead Road, London NW1 7FB.

When you shop with us (or access our services, apps and websites (our “Websites”)), these terms apply. They’re important for both of us as they set out what we expect from each other, and they also give you helpful info. You can also find out more on our Help pages (which also form part of these terms). Of course, if you need anything else, get in touch with Customer Care – we always love to hear from you!

We keep these terms and Help pages updated and we amend them every so often, so remember to check back in before you shop, as the latest set will apply.

About you
To shop with us, you need to:
  • be at least 16 years old;
  • have a credit or debit card that we accept (see bottom of page for details of current payment providers); and
  • be authorised to use that credit or debit card (e.g. it is in your name or you have permission to use it).
Just FYI, some of the goods sold through our Websites may not be suitable for under 18s.
Placing an order

We appoint ASOS Transaction Services Australia Pty Ltd (ACN 160 667 845) of Level 1, 333 Collins Street, Melbourne, VIC 3000 as our billing agent to invoice and collect payment for the goods you are purchasing on our behalf, so you will see their name on your invoice and on your transaction history if you pay by credit or debit card. Please contact our Customer Care Team if you have any questions about invoicing and payment for goods.

When you place an order, you should receive an acknowledgement e-mail confirming receipt of your order. We then carry out a standard pre-authorisation check to make sure there’s enough money on the card.

We only accept your order once payment has been approved and we have debited the payment card (and then the contract is made based on these terms).

You may be able to cancel (not change) your order within a short period of ordering – timings depend on your chosen delivery method (and will be set out in the acknowledgement email). You can’t change your order – you’ll need to cancel (and/or return original item(s)), and re-order.

All orders are subject to availability and confirmation of the order price. Don’t worry, if there’s an issue with an order, we’ll get in touch with you.

Very occasionally, we may need to refuse or cancel an order or close or freeze an account (even if we have previously confirmed your order) – e.g. if we think there’s something dodgy going on with an order or an account. If this happens to you and you think we’ve made a mistake, please don’t take offence – get in touch with Customer Care and they’ll be happy to speak to you about it.

Prices and product descriptions

There’s a lot going on here at ASOS HQ and from time to time our busy ASOSers may price up or describe a product or promo wrongly. If we discover an error for any goods you’ve ordered, we will tell you ASAP and give you the option of reconfirming your order (at the correct price) or cancelling it.

If we can’t get in touch with you, we will treat the order as cancelled. If you cancel and you’ve already paid, we will refund you in full.

Prices include VAT (where applicable).

Depending on the value of your order or the delivery option or address you choose, delivery costs may also be charged (see below). Such additional charges will be clearly shown during the checkout process and included in the 'Total Cost'.

Where you order goods to the value of AU$1,000 or more, including where you place multiple orders that are dispatched simultaneously and arrive in Australia at or around the same time, you may be liable for GST.

The issuer of your credit or debit card may charge currency conversion or other fees in relation to your order. You should check with the issuer of your credit or debit card for details of any such fees.

Even though we may use a local billing agent to invoice and collect payment for the goods you purchase (see section 7(c) below), you will be responsible for importing any goods you purchase from us into Australia, and any shipping we provide is on your behalf. As part of a promotional offer and in the interests of good customer relations ASOS will cover any customs duties or similar taxes, including GST where applicable, that may be imposed on your purchase or importation of the goods. Please note this is a promotional offer only and is subject to change.

Delivery

Before you finalise your order, you’ll be given various delivery options to choose from with estimated delivery time and dates depending on the delivery address.

We work our ASOS socks off to try to meet all delivery times but sometimes there may be delays – e.g. because of postal/carrier delays, logistics or bad weather. We will keep you updated as much as we can and you should be able to track your parcel’s progress.

Check out our Delivery page for more info, or get in touch with Customer Care if you have any issues or questions.

Returns and refunds

Check out our returns and refunds policy here.

You have 28 days to return an item from when it’s delivered (we strongly recommend that you get proof of postage). Of course, it’s fine to try it on, but please don’t wear it because if it’s returned to us 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.

Some items can’t be returned for a refund e.g. earrings, items where a hygiene strip or seal has been removed (like swim wear and underwear).

This doesn’t affect your statutory rights.

Faulty Goods

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 compensation for any other reasonably foreseeable loss or damage. 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 and the problem with the goods.

Disclaimer of Liability

a)

All express or implied guarantees, warranties, representations, or other terms and conditions relating to these Terms of Service or their subject matter, not contained in these Terms of Service, are excluded from these Terms of Service to the maximum extent permitted by law.

b)

Nothing in these Terms of Service excludes, restricts or modifies any right or remedy, or any guarantee, warranty or other term or condition, implied or imposed by any legislation which cannot lawfully be excluded or limited. This may include the Australian Consumer Law which contains guarantees that protect the purchasers of goods and services in certain circumstances.

c)

In particular 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 compensation for any other reasonably foreseeable loss or damage. 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

d)

If any guarantee, warranty, term or condition is implied or imposed in relation to these Terms of Service under the Australian Consumer Law or any other applicable legislation and cannot be excluded (a “Non-Excludable Provision”), and ASOS is able to limit the remedy for a breach of the Non-Excludable Provision, then the liability of ASOS for breach of the Non-Excludable Provision is limited to one or more of the following at ASOS’ option:

e)

i.

in the case of goods, the replacement of the goods or the supply of equivalent goods, the repair of the goods, the payment of the cost of replacing the goods or of acquiring equivalent goods, or the payment of the cost of having the goods repaired; or

ii. in the case of services, the supplying of the services again, or the payment of the cost of having the services supplied again.

f)

Subject to ASOS' obligations under the Non-Excludable Provisions and to the maximum extent permitted by law, ASOS is not liable for, and no measure of damages will, under any circumstances, include:

i. special, indirect, consequential, incidental or punitive damages; or

ii. damages for loss of profits, revenue, goodwill, anticipated savings or loss or corruption of data, whether in contract, tort (including negligence), in equity, under statute, under an indemnity, based on fundamental breach or breach of a fundamental term or on any other basis, whether or not such loss or damage was foreseeable and even if advised of the possibility of the loss or damage.

Promo Codes

From time to time, we may give you Promo Codes that you can use to reduce the price of specified products. Remember, it’s up to you to enter the code at checkout!

More info on Promo Codes and the rules on how to use them can be found on our Customer Care pages here – but here are some key things to remember:

Each Promo Code has its own terms, which will be made clear at the time it’s issued to you (e.g. what products, single/multiple use, when it can be used etc).

Unless we tell you otherwise, Promo Codes can’t be used to buy ASOS Premier, ASOS Gift Vouchers or on ASOS Marketplace.

If you’re given a unique Promo Code that is meant just for you (e.g. a student Promo Code) please keep it secret and don’t let anyone else use it or abuse it (e.g. don’t post it on social media). If we think there is or has been misuse of a Promo Code in any way (e.g. selling it or sharing it with others), we can cancel your Promo Code and/or suspend or even close your account without telling you.

We don’t like to do this, but if a Promo Code can’t run properly because someone or something is spoiling the fun for everyone – e.g. fraud, tampering, technical errors or anything else that is beyond our control that affects the running or fairness of the Promo Code – we can cancel, modify or suspend the Promo Code.

Gift Vouchers and Gift Cards

If you’re the lucky recipient of an ASOS Gift Voucher or ASOS Gift Card (high five!) head over to our Customer Care pages to find out how and when they can be used. A few points to bear in mind:

It’s best to lock your Gift Voucher or Gift Card to your ASOS account ASAP to keep it safe.

Gift Vouchers and Gift Cards can’t be used to buy ASOS Premier Delivery, ASOS Gift Vouchers or on ASOS Marketplace.

If you’re being super generous and buying someone else an ASOS Gift Voucher, please make sure you get their email address correct! If you get it wrong and the Gift Voucher is emailed to someone else who uses it, there’s not much we can do. Check, double check and even triple check before you buy it.

Speaking of emails, sometimes pesky (but useful) spam filters send our emails into junk or spam folders. So, if you’ve not been thanked for your generous gift, it’s worth giving them a nudge because there might be something wonderful waiting for them in their junk or spam folder!

Your information

Our Privacy Policy sets out how we’ll use your information. If your details change, remember that you need to update My Account so we can continue giving you our best service (you can also update your marketing preferences there).

At ASOS, we love being able to interact with and chat to you through social media. However, we can’t control those social media platforms or how you set your profiles on them. Please check and set your privacy settings so that you understand and are comfortable with how your personal information on those platforms will be used.

Things you shouldn’t do…

We know it’s obvious, but you must not misuse or tamper with our websites, apps or other services (“Websites”) (e.g. hack, introduce viruses, trojans, worms, logic bombs or other technologically harmful material or carry out denial of service attacks etc) or otherwise mess with our tech or functionality or steal our or our customers’ data. Doing any of these things may be a criminal offence, but they also get in the way of us giving our loyal ASOS customers the best service, so we take them really seriously. ASOS will report any such breach or activity (and all information about the people carrying it out) to the relevant law enforcement authorities. 

We recommend you use virus protection software when using any website, including ours. Although we have a dedicated team who work hard to stop people messing with our Website, we can’t guarantee that it will always be secure from bugs, viruses or trouble-makers.

Oh, and you’re not allowed to use automated systems or software to extract data from our Website (AKA 'screen scraping'). 

Troublemakers take note: you agree to indemnify, defend and hold harmless ASOS, its directors, officers, employees, consultants, agents, and affiliates, from any and all third-party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use (or misuse) of this Website or your breach of the Terms and Conditions.

Intellectual property, software and content

ASOS owns or has permission to use the intellectual property rights in its Website and its content. These rights are protected around the world. All such rights are reserved.

You’re allowed to store, print and display our Website content only for your own personal use. You are not allowed to use any part of the Website for commercial purposes unless you have our express permission.

You’re also not allowed to use the ASOS logo or any ASOS brand or trade mark (or any marks which are colourably similar) without our express permission. 

Linking to this Website

It's fine for you to link to asos.com, as long as you do so in a way that is not-commercial, is fair and legal, and doesn’t damage or take advantage of our reputation.

Please don’t link in a way that suggests any form of approval or endorsement by ASOS where none exists. 

Our Website must not be framed on any other site without our permission.

Complaints or need to speak to us?
Occasionally things do go wrong and you may want to get in touch with us. If that happens, please contact our Customer Care team, who will work with you to resolve any issues you’re having with our services:
  • Email: here
  • Twitter: @ASOS_Heretohelp
  • Facebook: www.facebook.com/ASOS.Aus
  • Post: ASOS Customer Care, Hercules Way, Leavesden Park, Leavesden, Watford, WD25 7GR
If Customer Care are unable to resolve your complaint to your satisfaction, you may refer your complaint to: The Retail ADA (www.retailadr.org.uk)
  • Post: The Retail ADA, 33 Floor Euston Towers, 286 Euston Road, London, NW1 3DP (Tel: +44 20 3540 8063)
  • Email: enquiries@retailadr.org.uk
The EU Online Dispute Resolution platform:  www.ec.europa.eu/consumers/odr
Legal stuff

We have the right to amend, remove or vary our services and/or any part of the Website (including our Ts&Cs) at any time.

These terms and our dealings with you are subject to English law and the exclusive jurisdiction of the English courts.

User Generated Content Ts&Cs

Have we reached out to you on social media to feature your content on our social media channels? Congrats! It means we love your style.

By giving you the opportunity to feature your content on our social media channels and by responding with the required hashtag (such as #YesASOS) you agree:

  • we can use your handle and the content (the “Content”) on ASOS.com, marketplace.asos.com, collusion.com and/or on any of ASOS’ social media platforms (including but not limited to Instagram, Facebook and Twitter).

     

  • we can edit, crop, adapt, enhance or modify the Content (but ASOS will not treat you in a derogatory manner).

You promise that you:

  • have the permission of everyone in the Content;
  • have the right to grant ASOS the above rights; and
  • are at least 16.

If you (or anyone in the Content) asks us to remove the Content, we will remove the Content from the social media accounts that we control.

You understand that other users of these social media platforms can also share and make use of the Content once posted.  In particular, a user of these platforms can take a screenshot of and save an image of the Content to their device, share the Content on social media platforms or websites which feature the Content (and sharing capabilities). If you do not want to grant the permissions set out above then please do not give us consent to use the Content.