What is your Returns Policy?

Question

Accepted Answer

All returns to ASOS must comply with our Fair Use Policy - follow this link to learn more.

Returning an unwanted item? After that?Final Sale Original condition Responsibility Exchanges Faulty and incorrect items ASOS Brand Partners ASOS Marketplace

Returning an unwanted item?

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 and isn't marked 'Final Sale', we accept returns, subject to the rules below, which includes rules around Fair Use.

None of these rules affect your statutory rights.

If you return an item within 28 days of the item being delivered to you or made available for collection at your nominated store or collection point, we'll give you a refund by way of the original payment method (with any relevant returns deductions in accordance with our Fair Use Policy if applicable (see this page for further details)). We aim to refund you within 14 days of receiving the returned item into our warehouse. 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.

Delivery and handling costs are not refundable.

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 your default delivery address and ask you to cover the delivery costs.

Final Sale

Items marked Final Sale have been heavily discounted and are not eligible for returns, exchanges or refunds, other than in exceptional circumstances. This does not affect your statutory rights.

Original condition

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 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.

It's fine to try an item on like you would in a shop, but please don't actually wear it don't wear it too long. If an item is returned to ASOS in an unsuitable condition (worn, damaged, etc.) or outside of the returns timeframe, ASOS won't be able to give you a refund. The item may be sent back to you and you may be asked to cover the delivery costs.

ASOS will inspect all returns. All items must be returned unworn/unused and in the same condition as when they were received in order for us to issue a full refund. In addition to the original packaging, all tags and labels should be attached (e.g., shoes should be returned with the original shoe box).

Responsibility

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 package 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. 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.