Something's wrong with my item, what should I do?

My item is faulty 

If your item arrived damaged or developed a fault within 28 days of you receiving your order (or it being available for collection), please return it as soon as possible. Simply choose ‘Faulty/Broken’ as your return reason. 

My item arrived damaged in transit 

If your parcel arrived damaged and the item inside has been affected, please return it to us within 28 days of your order being delivered or made available for collection. 

My item became faulty after use 

If the item became faulty after wearing or washing: 

• Check the care label to make sure it was washed correctly. 
• If it’s a manufacturing fault, please return it to us within 28 days of receiving your order or when it’s available for collection. 

Worn your favourite items too many times? Please remember that all items are inspected on return and those showing wear and tear or damage from incorrect care may not be refunded and may be returned to you. 

Unable to create a return for your faulty item? Check the following: 

• If the item is outside the return window. 
• If the item is marked as  non-returnable. 
• If the item was shipped by an ASOS Brand Partner.

If the item was shipped by an ASOS Brand Partner, you can find out more about how returns work with ASOS Brand Partners here.

If you still can’t create a return, or the item can’t be returned, please get in touch with Customer Care with a photo of the item, we’ll be happy to help. 

I received the wrong item 

If you received something you didn’t order, or were sent the wrong size or colour, please return it to us within 28 days of your order being delivered or made available for collection. Remember to select ‘Incorrect Item Received’ as your reason for return. 

Received the wrong size? 

Some brands use non-UK sizing. Before returning, please check: 

• The size on the label (EU/US/UK conversions can vary) .
• The brands size guide.

If it’s still incorrect, please return it using ‘Incorrect Size’ as your return reason. 

Returns can take up to 10 calendar days to reach us and be processed. We’ll email you once your item has been received. Find out how to return an item to us here.