Terms & Conditions
You are entering into this agreement with:
- ASOS.com Limited (“we”, “us”); and
- ASOS Payments UK Limited (“ASOS Payments”).
We and ASOS Payments are both companies registered in England and Wales, with registered addresses and HQs at Greater London House, Hampstead Road, London NW1 7FB. Our company number is 3584121 and ASOS Payments’ is 13337408.
Our UK website www.asos.com offers for sale ASOS products and certain goods which are indicated on our websites and apps as being sold and shipped directly by ASOS’ brand partners (each an “ASOS Brand Partner”). All products we offer on our website are ASOS products, unless they are identified as ASOS Brand Partner products.
With ASOS Brand Partners we’ve linked up with some of our biggest brands so you can now shop extended stock directly from the brand through ASOS.
You’ll be able to see on the product page if an item is being sold by an ASOS Brand Partner.
When you place an order for ASOS products, your contract is with ASOS.com Limited.When you order ASOS Brand Partner products, you enter into a contract to buy their products with the respective ASOS Brand Partner and a contract with ASOS Payments to pay for those products in the way described below.
Our current ASOS Brand Partner is adidas and for your information, their details are as follows:
adidas (UK) Limited – Pepper Road, Hazel Grove, Stockport, Cheshire, SK7 5SA, UK (Company number: 1075951 and UK VAT Registered Number: GB 22.214.171.1246).
When you shop with us (or access our services, apps and websites (our “Websites”)), whether you’re buying ASOS products or ASOS Brand Partner products, these terms apply. They’re important for both of us and ASOS Payments as they set out what each of us expects from each other, and they also give you helpful info. You can also find out more on our Help pages (which also form part of these terms). Of course, if you need anything else from us or ASOS Payments, get in touch with Customer Care– we always love to hear from you!
We and ASOS Payments keep these terms and Help pages updated and we and ASOS Payments amend them every so often, so remember to check back in before you shop, as the latest set will apply.
To shop with us or receive services from ASOS Payments, you need to:
Just FYI, some of the goods sold through our Websites may not be suitable for under 18s.
- be at least 16 years old;
- have a credit or debit card that we and ASOS Payments accept (see bottom of page for details of current payment providers); and
- be authorised to use that credit or debit card (e.g. it is in your name or you have permission to use it).
Where you are buying a product directly from us, you will use your card to pay us directly for the product.
Where you are buying a product from an ASOS Brand Partner, you will be paying ASOS Payments to load a credit of an equal amount to an account with ASOS Payments, and then spending that credit to pay the ASOS Brand Partner. In order to do this, you need to access ASOS Payments service by logging in via your ASOS account in the usual way, selecting the product you wish to buy from the ASOS Brand Partner, and then pressing the “Place Order” button. By pressing that button, you will be both (1) authorising ASOS Payments to take a payment from your card to pay ASOS Payments for a credit to your ASOS Payments account; and (2) instructing ASOS Payments that you wish to spend the credit to pay the ASOS Brand Partner. You can only instruct ASOS Payments to use credits to pay ASOS Brand Partners.
When you place an order, you should receive an acknowledgement e-mail confirming receipt of your order. We or (if you’re buying from an ASOS Brand Partner) ASOS Payments then carry out a standard pre-authorisation check to make sure there’s enough money on your card to pay for or towards the order.
We only accept your order once payment has been approved and we or ASOS Payments have debited the payment card (and then the contract is made based on these terms).
You may be able to cancel (not change) your order within a short period of ordering – timings depend on your chosen delivery method and whether you purchased from an ASOS Brand Partner (and will be set out in the acknowledgement email). You can’t change your order – you’ll need to cancel (and/or return original item(s)), and re-order.
All orders are subject to availability and confirmation of the order price. Don’t worry, if there’s an issue with an order, we’ll get in touch with you.
All products remain ASOS property or the property of the relevant ASOS Brand Partner until full payment of the purchase price is received by either us or ASOS Payments, as the case may be
Very occasionally, we or ASOS Payments may need to refuse or cancel an order or close or freeze an account (even if we have previously confirmed your order) – e.g. if we notice something unusual on an order or an account or if your order goes against unit limits as detailed on the product display pages of specific products. If this happens to you and you think we’ve made a mistake, please don’t take offence – get in touch with Customer Care and they’ll be happy to speak to you about it.
You can end this agreement with ASOS Payments at any time by ceasing to use the ASOS Payments service to purchase Brand Partner products, but if you do you won’t be able to pay for ASOS Brand Partner products. You can’t cancel any payments that you’ve already made through ASOS Payments.
Products sold by ASOS Brand Partner’s are excluded from affiliate cashback reward schemes. You therefore won’t receive cashback on any order made with an ASOS Brand Partner.
Using Klarna or Pay Later in 3 with Klarna to try before you buy? Some different terms apply – see here for more details on Pay Later with Klarna and here for more details on Pay Later in 3 with Klarna.
Using Clearpay pay in 4 to try before you buy? Some different terms apply – see here for more details on Clearpay.
There’s a lot going on here at ASOS HQ and from time to time our busy ASOSers may price up or describe a product or promo wrongly. If we discover an error for any goods you’ve ordered, we will tell you ASAP and give you the option of reconfirming your order (at the correct price) or cancelling it.
If we can’t get in touch with you, we will treat the order as cancelled. If you cancel and you’ve already paid, we will refund you in full.
Prices include VAT (where applicable), but keep in mind that there may be other taxes that you need to pay which aren’t imposed by us or ASOS Payments.
Depending on the value of your order or the delivery option or address you choose, delivery costs may also be charged (see below). Such additional charges will be clearly shown during the checkout process and included in the 'Total Cost'.
Before you finalise your order, you’ll be given various delivery options to choose from with estimated delivery time and dates depending on the delivery address.
Orders are generally shipped to your delivery address from a designated warehouse. If part of your order is shipped from one of the other warehouses in our global network, this part of your order will be delivered by Standard Delivery. You’ll see your estimated delivery date at the checkout.
You’ll only be charged one delivery fee for all items, even if they’re coming from different warehouses.
Next Day Delivery and Premier Delivery may not be available for items sold and shipped directly by ASOS Brand Partners and you won’t be able to select Click & Collect delivery for your order. However, you won’t be charged for delivery for these items.
Items that are sold and shipped by ASOS Brand Partners will be delivered separately and may also arrive on a different day to the rest of your ASOS items. There are some shipping delivery restrictions for items sold and shipped by ASOS Brand Partners. You’ll be advised at checkout if we can’t ship an item to your chosen delivery address.
To see more about how Delivery works with ASOS Brand Partners, just click here.
We work our ASOS socks off to try to meet all delivery times but sometimes there may be delays – e.g. because of postal/carrier delays, logistics or bad weather. We will keep you updated as much as we can and you should be able to track your parcel’s progress.
Please check out our Delivery and Returns Page for more info. Any problems with your delivery? Please let us know within 30 days of the date which your order should have been delivered and we’ll do our best to help you.
Returning an unwanted ASOS product?
We get it, sometimes something just doesn't work for you and you want your money back. Don't worry, as long as an item is still in its original condition, we accept returns for free, subject to the rules below, which includes rules around Fair Use.
If you return an item requesting a refund within 28 days of the item being delivered to you or available for collection, we'll give you a full refund by way of the original payment method. Where you purchased Brand Partner products, you authorise ASOS Payments to make the applicable refund to the original funding method you used to credit your ASOS Payments account.
We aim to refund you within 14 days of receiving the returned item.
If you request a refund for an item during the above time frames but you can't return it to us for some reason, please get in touch – but any refund will be at our discretion.
Returning an unwanted ASOS Brand Partner product?
Returning items that were sold and shipped by an ASOS Brand Partner is easy! You should have received returns instructions in your original parcel with all the details – most orders will have come with a pre-printed returns label. Just mark off the item/s you’re returning and check your returns instructions for where to return the parcel.
Returns can take up to 10 days to be received and processed. Make sure you get proof of postage and keep hold of it, in case we need to see it later. All returns are subject to our ASOS Returns Policy.
If you can’t find your returns label, get in touch with us and we’ll arrange for one to be sent to you.
Make sure you send any items sold and shipped from an ASOS Brand Partner straight back to them, as returning them to ASOS will cause delays with your refund.
ASOS and ASOS Payments do not accept responsibility for any items sold and shipped by an ASOS Brand Partner that are returned to ASOS incorrectly.
If you’ve returned an item sold and shipped by an ASOS Brand Partner, you won’t be able to track your return – we’ll let you know once it’s been processed.
We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to you and ask you to cover the delivery costs.
What happens to my return if I ordered using Klarna or Clearpay?
If you've placed an order with Clearpay, Pay Later with Klarna or Pay Later in 3 with Klarna, you’ll be paying for your order in regular instalments or within 30 days of it being placed. If you return an item within 28 days of it being delivered to you or available for collection, we'll give you a full refund.
To find out more, click here for Clearpay and here for Pay Later in 3 with Klarna.
Proof of postage
For ASOS products, we strongly recommend you get proof of postage and follow our returns process (for more information on how to return, see here). Our returns address is:
Clipper Logistics plc, Barlby Road, Selby, YO8 5BL, UK
For ASOS Brand Partner products, make sure you get proof of postage and keep hold of it, in case we or ASOS Payments need to see it later.
Keep it clean
Hygiene and your and all of our customers’ safety is super important, so certain items can’t be returned for refunds including:
- Face + Body products if opened, used or 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.
None of this affects your statutory rights.
All returned items should be sent back to us in their original condition together with the original packaging and all ASOS and brand tags.
Footwear – only try on footwear on carpeted floors to protect the soles. They must also be returned with the original box (if any) and any original shoe or dust bags (if any).
All items are inspected on return. Of course, it’s fine to try an item on like you would in a store, but don’t actually wear or use it. When trying on clothing please be careful with the item (don’t use unnecessary force) and don’t wear make-up, perfume, cologne, deodorant or antiperspirant as these can mark and leave scents on the item.
If an item is returned to us worn, used, damaged or in an unsaleable condition, or where the above instructions have not been followed, 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. Alternatively, we (at our sole discretion) may choose to reduce your refund to reflect any reduction in the value of an item.
None of this affects your statutory rights.
If we notice an unusual pattern of returns activity that doesn’t sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads – way, waaay more than even the most loyal ASOS customer would order or the items returned don’t match what you ordered , or where we refuse multiple returns by you (see ‘When we may withhold issuing a refund’ below) – then we might have to deactivate the account and any associated accounts. If this happens to you and you think we’ve made a mistake, please get in touch with Customer Care and we’ll be happy to discuss it with you.
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 will 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.
This doesn’t affect your statutory rights.
When we may withhold issuing a refund
We will refuse a return:
- on grounds of hygiene (see ‘Keep It Clean’ above); or
- if an item has been damaged, soiled , washed, altered or worn, or if the original tags or labels are no longer intact and/ or attached to the relevant item (see ‘Original Condition’ above); or
- if the item(s) returned to us do not match what you received; or
- If you have returned items after expiry of the returns period (see ‘Returning an unwanted item?’ above).
If we refuse a return for any of these reasons, we will not issue you with a refund and we will send the item(s) back to you. If you attempt to return a refused item a second time, we will dispose of the returned item in a responsible way and we will continue to withhold a refund.
In certain cases, for example where we have had to refuse multiple returns by you, or there are suspicious circumstances relating to the return, we might also have to deactivate your account and any associated accounts (see ‘Fair Use’ above).
If any of the above happens to you and you think we’ve made a mistake, please get in touch with Customer Care and we’ll be happy to discuss it with you.
This does not affect your statutory rights.
From time to time, we may give you Promo Codes that you can use to reduce the price of specified products. Remember, it’s up to you to enter the code at checkout!
Head over to our Customer Care pages for full details on Promo Codes and the rules on how to use them – but here are some key things to remember:
Each Promo Code has its own terms, which will be made clear at the time it’s issued to you (e.g. what products, single/multiple use, when it can be used etc).
Unless we tell you otherwise, Promo Codes can’t be used to buy ASOS Premier, ASOS Gift Vouchers or on ASOS Marketplace.
Promo codes, including student discount, can’t be applied to items sold and shipped by ASOS Brand Partners.
If you’re given a unique Promo Code that is meant just for you (e.g. a student Promo Code) please keep it secret and don’t let anyone else use it or abuse it (e.g. don’t post it on social media). If we think there is or has been misuse of a Promo Code in any way (e.g. selling it or sharing it with others), we can cancel your Promo Code and/or suspend or even close your account without telling you.
We don’t like to do this, but if a Promo Code can’t run properly because someone or something is spoiling the fun for everyone – e.g. fraud, tampering, technical errors or anything else that is beyond our control that affects the running or fairness of the Promo Code – we can cancel, modify or suspend the Promo Code.
If you’re the lucky recipient of an ASOS Gift Voucher or ASOS Gift Card (high five!) head over to our Help pages to find out how and when your gift card or voucher can be used. A few points to bear in mind:
It’s best to lock your Gift Voucher or Gift Card to your ASOS account ASAP to keep it safe.Gift Vouchers and Gift Cards can’t be used to buy ASOS Gift Vouchers or on ASOS Marketplace. They can only be used to buy ASOS products, or to load credits to your ASOS Payments account in order to pay for ASOS Brand Partner products in the way described above (please see the “Placing an order” section above).
If you’re being super generous and buying someone else an ASOS Gift Voucher, please make sure you get their email address correct! If you get it wrong and the Gift Voucher is emailed to someone else who uses it, there’s not much we can do. Check, double check and even triple check before you buy it.
Speaking of emails, sometimes pesky (but useful) spam filters send our emails into junk or spam folders. So, if you’ve not been thanked for your generous gift, it’s worth giving them a nudge because there might be something wonderful waiting for them in their junk or spam folder!
Gift vouchers bought with UK as the browsing country will expire 2 years from the date of receipt. Gift vouchers bought with the US as the browsing country do not have an expiry date. Gift vouchers bought from an ASOS browsing country outside of the US or the UK will expire 10 years from the date of receipt.
ASOS reserves the right to cancel any Gift Vouchers in its sole discretion where fraud or misuse is suspected.
At ASOS, we love being able to interact with and chat to you through social media. However, we can’t control those social media platforms or how you set your profiles on them. Please check and set your privacy settings so that you understand and are comfortable with how your personal information on those platforms will be used.
We know it’s obvious, but you must not misuse or tamper with our or ASOS Payments’ websites, apps or other services (“Websites”) (e.g. hack, introduce viruses, trojans, worms, logic bombs or other technologically harmful material or carry out denial of service attacks etc) or otherwise mess with our or ASOS Payments tech or functionality or steal our, ASOS Payments or our or ASOS Payments customers’ data. Doing any of these things may be a criminal offence, but they also get in the way of us giving our loyal ASOS customers the best service, so we take them really seriously. ASOS or ASOS Payments will report any such breach or activity (and all information about the people carrying it out) to the relevant law enforcement authorities.
We recommend you use virus protection software when using any website, including ours. Although we have a dedicated team who work hard to stop people messing with our Website, we can’t guarantee that it will always be secure from bugs, viruses or trouble-makers.
Oh, and you’re not allowed to use automated systems or software to extract data from our Website (AKA 'screen scraping').
Troublemakers take note: you agree to indemnify, defend and hold harmless ASOS, its directors, officers, employees, consultants, agents, and affiliates, from any and all third-party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use (or misuse) of this Website or your breach of the Terms and Conditions.
ASOS and ASOS Payments own or have permission to use the intellectual property rights in the Website and its content. These rights are protected around the world. All such rights are reserved.
You’re allowed to store, print and display our Website content only for your own personal use. You are not allowed to use any part of the Website for commercial purposes unless you have our express permission.
You’re also not allowed to use the ASOS logo or any ASOS brand or trade mark (or any marks which are colourably similar) without our express permission.
It’s fine for you to link to asos.com, as long as you do so in a way that is not-commercial, is fair and legal, and doesn’t damage or take advantage of our reputation.
Please don’t link in a way that suggests any form of approval or endorsement by ASOS where none exists.
Our Website must not be framed on any other site without our permission.
Occasionally things do go wrong and you may want to get in touch with us or ASOS Payments. If that happens, whether it be concerning ASOS products or items sold and shipped directly by ASOS Brand Partners, please contact our Customer Care team, who will work with you to resolve any issues you’re having with our services:
If Customer Care are unable to resolve your complaint to your satisfaction, you may refer your complaint to RetailADR.
RetailADR is an Alternative Dispute Resolution provider to which ASOS subscribes and is free for consumers to use. RetailADR is approved by Chartered Trading Standards Institute (CTSI) to provide dispute resolution services and undertake an independent review of your complaint, pursuant to the Alternative Dispute Resolution (ADR) for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
Complaints can be raised to RetailADR in the following ways:
• Online - via RetailADR’s online complaint form which can be accessed at www.cdrl.org.uk/retail-adr/
• In writing by post – in order to accept your complaint, RetailADR requires you to send a completed paper complaint form by mail to the address detailed in the complaint form that can be accessed and downloaded via www.cdrl.org.uk/retail-adr/.
• If you require Reasonable Adjustments to assist you in submitting your complaint, pursuant to the Equality Act 2010, RetailADR are able to discuss your request for assistance via telephone at 0203 540 8063. RetailADR has a voicemail system set up specifically for calls of this nature so please follow the steps as directed on the automated message.
Please be aware that when submitting your complaint form, this will be your only opportunity to submit any facts or evidence that you consider relevant to your complaint in support of your case.
Once you have submitted your complaint form, RetailADR have an obligation to process claims within 90 days of receiving evidence from both you and ASOS. Once RetailADR have completed an initial assessment of your complaint they refer it to ASOS to request a response within 28 days.
Should you have any questions, RetailADR has a dedicated online Support Centre which operates Monday to Friday, 9.00am-5:30pm, and is on hand to provide information and assistance to consumers who require information about its complaint handling process. This can be accessed at https://support.cdrl.org.uk/.
Payment Services Complaints
Where you have a complaint related to a payment service provided by ASOS Payments UK Limited (“ASOS Payments”), we endeavour to resolve all payments-related complaints in a timely manner.
How to resolve an issue
Please raise any payments services issue or complaint with a member of our Customer Support team. Please contact the team via https://www.asos.com/customer-care/get-in-touch/ and they will endeavour to resolve the issue or refer the matter appropriately.
How to initiate a formal complaint
Although we are often able to resolve most complaints quickly and satisfactorily, we operate a formal complaints procedure.
If we are not able to resolve the issue in the first instance, should you choose to issue a formal complaint, our Customer Support team will direct you to email our Payments Complaints team to initiate a formal complaint.
How the formal complaint process works
Our Payments Complaints team will acknowledge your complaint by return email, setting out details of your complaint.
All complaints related to the payment services provided by ASOS Payments will be handled in English and referred to the appropriate team within our Customer Care team.
Once the formal complaint process is initiated:
1. We will respond to you by email, acknowledging your complaint and our understanding of it and provide a copy of this Complaints Process. Your complaint will be referenced by your order number.
2. If it is possible for us to provide a final response within the initial acknowledgement email, we will do so. If not, the email will either:
a. request that you provide further information regarding your issue; or
b. explain the reason for the delay, and provide an estimate of the period we require to make a final decision.
3. We aim to resolve all complaints within fifteen (15) business days. If we are unable to do so, we will contact you again:
a. to keep you informed of our progress and indicate when we will issue the final response; and
b. provide details of how you may refer your complaint to the Financial Ombudsman Service if you are eligible to do so.
4. At any stage, we may issue a final response by email which will either:
a. accept the complaint and, if appropriate, offer redress; or
b. offer redress without accepting the complaint; or
c. reject the complaint and give reasons for doing so.
In addition, the letter will state that it is our final decision and ask you to reply indicating whether you accept or reject our decision.
If you have followed the procedure detailed above and you are not satisfied with the outcome, then you may inform our Customer Support team.
If after 35 days your complaint is still unresolved, if you eligible to do so you may refer your complaint to the Financial Ombudsman Service at the contact details below.
Please note, ASOS Payments does not use any other third-party dispute resolution service.
Financial Ombudsman Service
If you are unhappy with the outcome of our complaints process, you may request a review of your complaint from the UK's Financial Ombudsman Service, if you are eligible to do so.
You may contact the Financial Ombudsman Service by:
a. post, giving details of your complaint to the Financial Ombudsman Services, Exchange Tower, London E14 9SR;
b. telephone, on 0800 023 4 567; or
c. using this link to submit your complaint online.
You can save and print these terms if you need to.
We and ASOS Payments have the right to amend, remove or vary our or ASOS Payments’ services and/or any part of the Website (including our Ts&Cs) at any time.
If ASOS Payments removes its services, this agreement between you and ASOS Payments will end. Otherwise the agreement between you and ASOS Payments will remain in place until you or ASOS Payments end it in accordance with these terms and conditions.
These terms and our and ASOS Payments’ dealings with you are subject to English law and the exclusive jurisdiction of the English courts. These terms between ASOS Payments and you, and any communications between ASOS Payments and you, will in English.
If you have an issue where you have entered into a contract with an ASOS Brand Partner you may bring legal proceedings against the ASOS Brand Partner in the jurisdiction where the ASOS Brand Partner is located or in the courts of your country of residence.
Have we reached out to you on social media to feature your content on our social media channels? Congrats! It means we love your style.
By giving you the opportunity to feature your content on our social media channels and by responding with the required hashtag (such as #YesASOS) you agree:
- we can use your handle and the content (the “Content”) on ASOS.com, marketplace.asos.com, collusion.com and/or on any of ASOS’ social media platforms (including but not limited to Instagram, Facebook and Twitter).
- we can edit, crop, adapt, enhance or modify the Content (but ASOS will not treat you in a derogatory manner).
You promise that you:
- have the permission of everyone in the Content;
- have the right to grant ASOS the above rights; and
- are at least 16.
If you (or anyone in the Content) asks us to remove the Content, we will remove the Content from the social media accounts that we control.
You understand that other users of these social media platforms can also share and make use of the Content once posted. In particular, a user of these platforms can take a screenshot of and save an image of the Content to their device, share the Content on social media platforms or websites which feature the Content (and sharing capabilities). If you do not want to grant the permissions set out above then please do not give us consent to use the Content.