Returns & Refunds
What is your Returns Policy?
We’ve extended our Returns Policy for Christmas 2019. Orders placed from 01 November 2019 – 24 December 2019 can be returned up until 31 January 2020, for a full refund back to your original payment method.
Orders returned after 31 January 2020
If you return your order between 29-45 days of it being delivered, you’ll receive your refund in the form of a gift voucher and are subject to our Returns Policy.
We want to make sure returns are as easy as possible to do, but if you need more information on our Returns Policy, how to returns or the process then scroll down.
- April 2019 update
- Returning a faulty or incorrect item?
- Returning an unwanted item?
- Want to exchange an item?
- Need a new returns note?
- Need a new returns label?
ASOS Returns Policy Update - What's going on?
You might have heard we've updated our returns policy - it's been all over the news!
First, we've extended the time you get to make a return and get a refund from 28 days to 45 days (you'll get a gift voucher as your refund if you return between 29 and 45 days)!
We've also added in a fair use change to the policy. We know the vast majority of you are awesome and loyal ASOS customers but sadly, there are a few people who are spoiling the fun e.g. some people are ordering and returning loads (way, waaaaay) more than even the most loyal ASOS customer would order and some are wearing their ASOS purchases out and about, then returning them for a refund. By cutting down on wasteful and unnecessary returns by people taking advantage (not in a good way) of our returns offer (free in 24 countries and counting!), we can maintain our great prices and service, do our bit to help the environment and look into ways of making your ASOS experience even better!
We get that some of the news headlines sound a bit scary, but if you read the policy, you'll see this change is really unlikely to affect you.
So please don't worry, we've got you - you can still buy more than one size or colour, and yes, you can totally make returns if you don't like something or it doesn't look or fit right. By the way, have you tried our online tools Fit Assistant and Style Match which are designed to help you find the right styles first time?
Just to add, we've always said that someone can't buy and then wear clothes out and about and then send them back to get a refund - that's not anything new - it's just super cheeky!
Thanks for being an awesome ASOS customer and read on for the full Returns Policy.
Returning a faulty or incorrect item?
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 on fair use. None of these rules affect your statutory rights.
If you return an item requesting a refund within 28 days of receiving it, we'll give you a full refund by way of the original payment method.
If you return an item requesting a refund within 29 and 45 days of receiving it, we'll give you an ASOS gift voucher for the amount equivalent to the price you paid for the item. To find out more, click here.
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.
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 your default delivery address and ask you to cover the delivery costs.
Proof of postage
As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.
Keep it clean
Some items can't be returned, like earrings or items where a hygiene strip or seal has been removed (e.g., swimwear and underwear). Please check product descriptions before you order. If you want to return underwear, swimwear, makeup/Face + Body products or any items marked with a '+' next to the product name, please do not remove the original wrapping/seal for hygiene reasons.
Of course, it's fine to try an item on like you would in a shop, but please don't actually wear it. 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.
All returned items should be sent in their original condition and packaging where possible, including tags (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!
We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.
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 - 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'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 don't offer exchanges on orders- if you would like a different size or colour, please return your unwanted item and place a new order.
Can't find your returns note (this goes inside your parcel)? Don't worry, click here for more information.
Click here to choose your returns method and print a new label.