Terms & Conditions
We’re ASOS.com Limited (company number 3584121), a company registered in England and Wales. Our HQ is at Greater London House, Hampstead Road, London NW1 7FB.
When you shop with us (or access our services, apps and websites (our “Websites”)), these terms apply. They’re important for both of us as they set out what we expect 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, get in touch with Customer Care – we always love to hear from you!
For customers in the United States, to the extent Customer Care cannot resolve any issues for you, we agree to participate in binding arbitration with you individually, unless you opt-out of this agreement as described below.
We keep these terms and Help pages updated and we amend them every so often, so remember to check back in before you shop, as the latest set will apply.
To shop with us, you need to:
- be at least 16 years old;
- have a credit or debit card that we 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).
Just FYI, some of the goods sold through our Websites may not be suitable for under 18s.
When you place an order, you should receive an acknowledgement e-mail confirming receipt of your order. We then carry out a standard pre-authorisation check to make sure there’s enough money on the card.
We only accept your order once payment has been approved and we 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 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.
Very occasionally, we 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.
- Using Klarna or Afterpay to try before you buy? Some different terms apply – see here for more details on Pay in 4 payments with Klarna and here for more details on paying with Afterpay.
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).
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.
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.
Please note, products marked as Final Sale are not eligible for return or refund.
Returning an unwanted 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 include rules about 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.
If you return an item requesting a refund within 29 and 45 days of the item being delivered to you or available for collection, we'll give you an ASOS gift voucher for the amount equivalent to the price you paid for the item.
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 you and ask you to cover the delivery costs.
What happens to my return I ordered using Klarna?
If you've placed an order with 'Pay in 4 Payments with Klarna', you'll be paying for your order in regular instalments. 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.
If you decide to return something within 29 to 45 days of it being delivered to you or available for collection, an ASOS gift voucher will be issued to you instead, and any 'Pay in 4 Payments with Klarna' instalments will still apply. ASOS has no liability to you for these instalments or any additional charges incurred, so make sure you pay them off in full!
To find out more about returns with 'Pay in 4 Payments with Klarna' here.
Proof of postage
We strongly recommend you get proof of postage and follow our returns process (for more information on proof of postage, click here). Our returns address is:
DHL Supply Chain, 4505 Derrick Industrial Parkway, Union City, GA 30349, USA
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 original any 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 – 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.
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!
For more info on Promo Codes and the rules on how to use them, click here. There 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.
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 Customer Care pages to find out how and when they 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.
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 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 tech or functionality or steal our or our 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 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 owns or has permission to use the intellectual property rights in its 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. If that happens, please contact our Customer Care team, who will work with you to resolve any issues you’re having with our services:
- Email us here
- Post: ASOS Customer Care, Hercules Way, Leavesden Park, Leavesden, Watford, WD25 7GR
If Customer Care are unable to resolve your complaint to your satisfaction, you may refer your complaint to RetailADR, or if you are a U.S. Customer, you must pursue a claim through binding arbitration as described below.
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, 4.00am-12:30pm, and is on hand to provide information and assistance to consumers who require information about its complaint handling process. This can be accessed at www.support.cdrl.org.uk.
If you are a U.S. Customer, please read this section carefully. It provides that you and we are agreeing to resolve most disputes through binding individual arbitration instead of court trials and class actions.
Governing Law and Jurisdiction
You and we agree that this agreement evidences a transaction in interstate commerce and will be interpreted and enforced in accordance with the U.S. Federal Arbitration Act and federal arbitration law. New York law will otherwise govern, consistent with the Federal Arbitration Act, regardless of conflict of law rules.
Any disputes or claims not subject to arbitration, as set forth in this section, will be resolved exclusively in the federal or state courts of New York, New York, and you and we consent to personal jurisdiction in those courts.
This agreement is intended to be given the broadest interpretation and application to encompass all disputes or Claims arising between us now or in the past, regardless of the legal theory. By using our website, you agree that any and all Claims arising out of or relating to your use of the website, or other products or services provided by ASOS.com or our partners (including the interpretation and scope of this agreement and the arbitrability of the dispute), or your relationship with us or any subsidiary, parent or affiliate company or companies, will be resolved via mandatory, binding arbitration unless expressly excluded as set forth below (each a “Claim” and collectively “Claims”).
Opt Out Procedure
Notwithstanding the above, you may opt out of the arbitration requirement within 30 days after this agreement comes into effect (the “Opt Out Deadline”), which shall be the earliest of (a) the date you first used our website, (b) the date you first used our services or purchased our products, or (c) the date you started a relationship with us. You may opt out of the agreement by sending us a written notice by email to email@example.com with the subject line: “Arbitration -- Opt-Out Notice”.
Prior to initiating any dispute or Claim, whether in arbitration or otherwise, you must first give us an opportunity to resolve any complaints you have by submitting them in writing to firstname.lastname@example.org. Your email to email@example.com must contain the following information: (1) your name, (2) your address, (3) the email address you used to make your purchase, (4) your order number, (5) the date of your order, (6) a brief description of the nature of your complaint, and (7) the resolution that you are seeking. Additionally, the subject line of your email must state, “Request Under Arbitration Agreement.” This requirement is intended to inform us that you have a dispute you want to resolve with us. If we are not able to resolve your complaint within 60 days of receiving the proper email, you may seek relief as laid out in this agreement.
Arbitration shall be initiated through and administered by the American Arbitration Association (“AAA”), unless the AAA declines or is unable, then ASOS.com will select an alternative arbitral forum.
We agree that we will pay all filing, administration and arbitrator fees other than the initial filing fee that you must pay to file the initial arbitration demand. If your Claim is for less than $1,000 we will reimburse you for the filing fee if you provide a written request for reimbursement with evidence of insufficient funds to pay the fee yourself. In the event that you are able to demonstrate that the costs of arbitration will be prohibitive as compared to costs of litigation, ASOS.com will pay as much of your filing fee in connection with the arbitration as the arbitrator deems necessary to prevent the arbitration from being cost-prohibitive as compared to the costs of litigation. Otherwise, we will each bear the fees and expenses of our respective attorneys, experts, witnesses and preparation and presentation of evidence at the arbitration.
Arbitration will be conducted in accordance with the AAA’s rules, including the AAA’s Consumer Arbitration Rules (as applicable), as modified by this agreement. The AAA rules and information about arbitration and fees are available online at www.adr.org or by calling the AAA at 1-800-778-7879.
The arbitration will be conducted in English by one arbitrator, who will be appointed by the AAA. For claims under $25,000, the arbitration will not involve any personal appearance by the parties or witnesses but will instead be conducted based solely on written submissions, unless you request an in-person or telephonic hearing or the arbitrator determines that an in-person or telephonic appearance is required. In the case of a hearing, the presumption shall be in favor of a telephonic hearing, unless the arbitrator determines that a party’s right to a fundamentally fair process would be impaired without an in-person hearing. In the case of an in-person hearing, the hearing shall be conducted in a mutually convenient location. ASOS.com will ordinarily request that the hearing be held in New York, New York. You may petition the arbitrator to select an alternative location for the hearing. The arbitrator’s selection of a hearing location shall be final and binding. You agree that in the event of an in-person hearing, any ASOS.com Limited employee or affiliate who is based outside of the United States and who is participating in the hearing may participate by telephone or video conference, and his or her physical presence will not be required.
Any arbitration will be confidential, and neither you nor we may disclose the existence, content or results of any arbitration, except as may be required by law or for purposes of enforcement of the arbitration award. Judgment on any arbitration award may be entered in any court having proper jurisdiction.
Ordinarily, pre-hearing information exchange will be limited to the reasonable production of non-privileged documents directly relevant to the dispute. Unless the arbitrator determines that an additional form of information exchange is necessary to provide for a fundamentally fair process, those documents will be limited to your order and communications directly about that order among you and ASOS.com. Any issues regarding discovery, or the relevance or scope thereof, will be determined by the arbitrator, and the arbitrator’s determination will be conclusive.
The arbitrator will have the power to grant declaratory or injunctive relief, whether interim or final, only in favor of you individually and only to the extent necessary to provide relief warranted by your individual claim without affecting other ASOS.com customers, and any provisional measures ordered by the arbitrator may be enforced by any court of competent jurisdiction. Nothing in these Terms will prevent you from seeking public injunctive relief separately from arbitration in court pursuant to these Terms, and any such application will not be deemed incompatible with the agreement to arbitrate or as a waiver of the right to arbitrate your individual claims. You and ASOS.com agree that any proceedings seeking a remedy of public injunctive relief will proceed after the arbitration of all arbitrable Claims, remedies, or causes of action, and will be stayed pending the outcome of the arbitration pursuant to section 3 of the Federal Arbitration Act.
Exceptions to Arbitration Agreement
You and we each agree that the following causes of action and/or claims for relief are exceptions to the Claims covered by the arbitration agreement and will be brought in a judicial proceeding in a court of competent jurisdiction (as outlined in this agreement): (i) any claim alleging actual or threatened infringement, misappropriation, or violation of a party’s trade secrets or intellectual property rights; (ii) any claim or cause of action seeking emergency injunctive relief based on exigent circumstances (e.g., imminent danger or commission of a crime, hacking, cyber-attack); or (iii) a request for the remedy of public injunctive relief, where such remedies are permitted and cannot be waived by applicable law. In addition, to the extent your dispute or Claim qualifies under applicable law, you may elect to proceed in small claims court.
Class Action Waiver
YOU AND WE EACH AGREE THAT ANY PROCEEDING, WHETHER IN ARBITRATION OR IN COURT, WILL BE CONDUCTED ONLY ON AN INDIVIDUAL BASIS AND NOT IN A CLASS, CONSOLIDATED OR REPRESENTATIVE ACTION, EXCEPT FOR ACTIONS FOR INJUNCTIVE RELIEF AS DESCRIBED BELOW AND IN THIS PARAGRAPH.
Upon motion of one or more affected parties, and after providing all other affected parties an opportunity to be heard, the arbitrator may, in its discretion, coordinate more than one arbitration proceeding initiated under this arbitration agreement, in order to promote efficiency in discovery and to avoid inconsistent legal rulings. For the avoidance of doubt, any coordination under the preceding sentence will be limited only to currently-pending arbitrations initiated under this agreement, and the arbitrator may not preside over any form of a representative or class proceeding. All parties will retain the right to request an individualized hearing.
If a court or arbitrator determines in an action between you and us that this class action waiver is unenforceable, this arbitration agreement will be void as to you.
IF FOR ANY REASON A CLAIM PROCEEDS IN COURT RATHER THAN THROUGH ARBITRATION, YOU AND WE EACH WAIVE ANY RIGHT TO A JURY TRIAL.
We have the right to amend, remove or vary our services and/or any part of the Website (including our Ts&Cs) at any time.
These terms and our dealings with you are subject to English law and the exclusive jurisdiction of the English courts.
We make this warning as a result of Proposition 65, the Safe Drinking Water and Toxic Enforcement Act of 1986, which requires us to inform citizens in California about exposures to certain chemicals. WARNING: Products sold on this site may expose you to chemicals known to the State of California to cause cancer, birth defects or other reproductive harm.
Some of our products such as phone accessories, wallets, handbags, purses, clutches, totes, clothing, jewellery, accessories, homewares or shoes made of vinyl or imitation leather may contain traces amounts of lead. In accordance with Proposition 65, we issue the following warning to our California customers: "WARNING: The materials used on the exterior of some products may expose you to lead, a chemical known to the State of California to cause birth defects or other reproductive harm."