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Returns & Refunds

How do I return my order from New Zealand?

You won't receive a paper returns slip or returns label with your order – instead, you'll need to create your return through your ASOS account.

  • If you return an item within 28 days of the item being delivered to you or available for collection, we'll issue a refund to your original payment method.
  • Returning sale items: 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.
  • Subject to any exclusions that may apply (please see our Returns Policy for more info), returns cost $8.99 and can take up to 15 days (excluding weekends and public holidays) to arrive back at our warehouse.
  • Refunds can take up to 10 working days to show on your account.

Create a return

1. To create your return, go to 'My Account', which can be found on the top right hand corner of any page. Hover over the person icon and click 'My Account'.  

2. Click on 'My Orders'. Select the items from the order you want to return, choose the reason for return and then click 'Confirm Selection'. 

3. Select a New Zealand post office in order to create your return label. Click here to find your nearest New Zealand Post location. You’ll then be sent an email with the label, which you'll need to print and attach to your parcel. We recommend removing or covering your shipping label before attaching your returns label to your parcel. 

4. Returns charges will be deducted from the the amount refunded to you.

Multiple orders to return?

If 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, you’ll be shown any items that can be returned in the same parcel. 

Simply log into 'My Account', go to 'create return', select the items from each order you want to return and follow the instructions provided. Please make sure all of the items you select to return can fit in one parcel. If they can't fit in one parcel, you'll need to return them in more than one parcel and create a separate return for each parcel.

 You'll be sent a label for your combined return with your tracking number so you can follow the progress of your return. 

When your return arrives at our warehouse, all the items will be processed and we'll email to let you know. 

You  can also send back any opened or used ASOS packaging that you’ve received with any recent orders. Even though our packaging is 100%-recyclable and made using 80-90%-recycled content, we know that not all local recycling facilities accept every type of plastic packaging. So, we’d love for you to send any used packaging back to us along with your returns - and we'll sort out the rest. 

 

Don't forget...

Keep hold of your proof of postage/ returns tracking number - we may need to see this at a later date!

All returned items should be sent in their original condition and packaging including tags. In the unlikely event that an item is returned to us in an unsuitable condition or outside of our 28 day return policy, we reserve the right not to refund you. If you want these returned to you, we may request that you cover the delivery cost.

 

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