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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
ASOS Marketplace

 

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 free, subject to the rules below, including rules about fair use. 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.

Nothing in this Returns Policy affects your statutory rights.

You have 28 days from the day of delivery or the day the order becomes available for collection at your nominated store or collection point to return an item to us 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 if the seal has been tampered with or is broken.

It's fine to try on an item like you would in a store, but please don't wear it too long. If an item is returned to ASOS or an ASOS Brand Partner in an unsuitable condition (worn, damaged, etc.) or outside of the returns timeframe, ASOS or an ASOS Brand Partner won't be able to give you a refund. In the event that the item will be sent back to you, you may be asked to cover the delivery costs.
 
ASOS or an ASOS Brand Partner will inspect all returns. The return policy for orders sold and shipped by an ASOS Brand Partner is at the discretion of the brand. All items must be returned unworn/unused and in the same condition as when they were received in order for us to issue a full refund. In addition to the original packaging, all tags and labels should be 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

Where we suspect fraudulent activity and/or we notice unusual or suspicious activity with your account, we might have to withhold issuing a refund and block your account and any associated accounts.

Such activity includes but is not limited to: claims relating to orders not being received, items missing, ordering and returning loads – way, waaay more than even the most loyal ASOS customer would order; unusual patterns of returns activity; where we suspect someone isn't just trying their items on, but wearing them for longer periods, then returning them;  where we refuse multiple returns by you (see ‘When we may withhold issuing a refund’ in our Ts&Cs); or returning items worn/used and not matching what was originally ordered.

If your account has been deactivated and you need to make a valid return, please refer to the account closure email we sent you where you will find details on how to make a valid return. You will be responsible for the cost of returning the goods to us. Any returns will be processed as normal when they reach our warehouse.

Please note: we reserve the right to take legal action against you if the items you return don't match what 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 info on faulty and 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. Remember that only items shipped by our Brand Partners need to be returned directly to the brand. Find out how returns work with ASOS Brand Partners here.

Did you order from ASOS Marketplace?

If so, please contact the seller directly for the return address and instructions.