How do I return something to you?

Question

Accepted Answer

The basics Placing your return Packing your return Dropping off your return Cancelling your return Waiting for your refund

The basics

Returning from Europe? Follow this link for more info.

For all other countries, read on:

You have 28 days from the date your order was delivered or made available for collection to return it. If your order arrives in more than one parcel, the 28-day returns timeframe will start when the final parcel is delivered or available for collection.
Please note: in most countries, we don’t offer free returns. In this case, you'll need to cover the postage as well as any relevant duty costs yourself. It's a good idea to mark your parcel as 'returned goods' to avoid being charged any duties.
All returns are subject to our original condition and Fair Use policies – check out our Returns Policy.
If you received a returns note with your parcel, you’ll need to put it back with your return. If you need a new returns note, you can download it here.
If you’re returning from New Zealand, your returned parcel should reach us within 15 calendar days. Returning from anywhere else? It usually takes up to 21 working days for a returned parcel to reach our warehouse and be processed.
Once we've processed your return, your refund may take up to 10 working days to reach your account (this depends on your bank or payment provider) - read more about how refunds work here.
We don’t offer exchanges – all accepted returns will be refunded.

Something's not quite right with an item you received?

For more info on faulty and incorrect items, follow this link.

All returned items will be inspected upon arrival. If our Quality Control team are unhappy with the condition an item has been returned in (e.g., tags have been removed, or there are signs of wear) and we’re unable to put it back into stock, we may not be able to accept your return.

Placing your return

You can view all your returns options here – just select the country you’re returning from. If you're placing your return through our website or iOS App, you'll also see a comment box where you'll be asked to leave feedback on the item you're returning. This helps us improve our future products.

If you're returning from:

Hong Kong, New Zealand or Switzerland?

Go to ‘My Account’, open ‘My Orders’ tab, and then select the ‘Create Return’ button next to the order number you’re looking to return.
Please note that if you're returning from Hong Kong and New Zealand there’s a small returns charge that will be deducted from your refund.

Canada, Saudi Arabia, Singapore, or United Arab Emirates?

Use the returns platform here and follow the instructions on the screen to create your return. Depending on the country you're returning from, a returns charge may apply and will be deducted from the amount refunded to you.

All other customers need to return their orders through their local post office - you can read more about it and download a new returns note here.

Want to return separate orders in one parcel?

If you're returning from Hong Kong or New Zealand, and you have items from more than one order that you'd like to return, you can send them back in the same parcel. When creating your return in ‘My Account’, you’ll be shown any items that can be returned in the same parcel. Just make sure all the items you've placed your return for fit into one parcel! Each parcel you're returning has to be registered separately.
If you're returning from somewhere else, items from multiple orders need to be returned in separate parcels.

Packing your return

Please make sure all the items you’ve selected to return fit in one parcel.

You can send your return back in the original box or bag - just remember to remove or cover the original delivery label. You can also send us any opened or used ASOS packaging that you’ve received with any recent orders. We know that not all local recycling facilities accept every type of plastic packaging.