Returns & Refunds
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, subject to the rules below.
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.
RETURNS FROM ELSEWHERE:
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.
For all returns, 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.
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 have to send it back to you and ask you to cover the delivery costs.
WHAT HAPPENS TO MY RETURN IF I ORDERED USING A PAY LATER SOLUTION?
If you’ve placed an order with one of our pay later solutions, you’ll be paying for your order in regular instalments or within 14 days of it being placed. If you return an item within 28 days of it being delivered 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 Later payments will still apply. ASOS has no liability to you for these payments or any additional charges incurred, so make sure to pay them off in full!
DELIVERY COSTS AND PROOF OF POSTAGE
Depending on the options available in your country, you’ll be responsible for the cost of returning any items. We strongly recommend you get proof of postage.
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.
ORIGINAL CONDITION
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). Alternatively, we (at our sole discretion) may choose to reduce your refund to reflect any reduction in the value of an item.
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).
FAIR USE
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 or ordering and returning loads – way, waaay more than even the most loyal ASOS customer would order – 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.
