Returns & Refunds
What is your Returns Policy?
We’ve extended our returns policy for Christmas 2023. Orders placed between 13 November 2023 and 18 December 2023 can be returned up until 15 January 2024 for a full refund back to your original payment method.
Orders placed after 18 December 2023 are subject to our returns policy below.
For orders sold and shipped by an ASOS Brand Partner, the returns timeframe is at the discretion of the Brand Partner.
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.
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.
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.
Of course, it's fine to try an item on like you would in a shop, but please don't wear it for longer than that. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs).
All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them. This includes the original packaging with all tags and labels attached (e.g., shoes should be returned with the original shoe box).
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.
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, contact Customer Care. They'll give you a returns label although you'll be responsible for the cost of returning the goods to us.
Please note: we reserve the right to take legal action against you if the items you return don't match what you ordered.
We’re 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!
Remember that regardless of where your items were shipped from, for non-ASOS Marketplace and non-ASOS Brand Partner Orders, you can follow our usual returns process.
If so, please contact the seller directly for the return address and instructions.
For orders sold and shipped by an ASOS Brand Partner, please note the returns policy is at the brands discretion. Find out how to return to an ASOS Brand Partner here.