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Returns & Refunds

What is your Returns Policy?

Christmas Returns Policy

We’ve extended our returns policy for Christmas 2024. Orders placed between 18 November 2024 and 16 December 2024 can be returned to us up until 13 January 2025. 

Orders placed after 16 December 2024 are subject to our regular returns timeframes outlined below.

For orders sold by an ASOS Brand Partner, the returns timeframe is at the discretion of the Brand Partner.

All returns have to comply with our Fair Use Policy – follow this link for more info.

Returning an unwanted item?
After that?
Original Condition
Responsibility
Exchanges
Faulty and incorrect items
ASOS Brand Partners
ASOS Marketplace

Returning an unwanted item?

Please note that nothing in this Returns Policy affects your statutory rights, including your right to cancel your entire order under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Please follow this link for more info on how to cancel your order.  

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. 

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. 

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.