ASOS

What is your Returns Policy? Returning an unwanted item? After that? Original Condition Responsibility Fair use Exchanges Faulty and incorrect items New returns note/label ASOS Brand Partners 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, we accept returns, subject to the rules below, including rules about fair use. Please always check the product information section for the item you have ordered available on our website or app for details on whether the item is returnable, as sometimes this may vary depending on the product. None of these rules affect your statutory rights. Nothing in this Returns Policy affects your statutory rights. Returning from New Zealand? You will have 28 calendar days from the date your order is delivered to you or made available for collection at your nominated store or collection point to return your item(s). You can return your unwanted items via the Create a Return section of your ASOS Account. You will be refunded to your original payment method. A returns charge is payable and will be deducted from the refunded amount (subject to exclusions). Returning from Hong Kong or Singapore? You have 28 days from the day of delivery or the day the order becomes available for collection at your nominated store or collection point to return an item to us for a refund. The refund will be issued to your original payment method. A returns charge is payable and will be deducted from the refunded amount (subject to exclusions). Returning from elsewhere? You have 28 days from the moment your order's been delivered or made available for collection at your nominated store or collection point to return an item. Please note: for most countries, you'll need to cover the return costs and any applicable return duty costs yourself. Please check this page to see if the return charges apply to you - just select the country you're returning from in the drop-down menu. For all returns, we aim to refund you within 14 days of receiving the returned item. If for some reason you are unable to return an item to us within the above timeframe, please get in touch - but we can't promise we will accept it, and any refunds may be made by way of a gift voucher. 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. 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 or an ASOS Brand Partner will inspect all returns. The return policy for orders sold and shipped by an ASOS Brand Partner is at the discretion of the brand. 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 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. 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), we may ask you to cover the delivery cost. Fair use If we suspect fraudulent activity and/or notice any unusual or suspicious activity with your account, we may refuse to issue a refund and suspend and/or close your account and any associated accounts. Such activities include, but are not limited to: complaints relating to unreceived orders, missing items, ordering and returning large quantities - much, much more than even the most loyal ASOS customer would order - as well as the number and value of orders made by you; unusual patterns of returns activity; if we suspect that someone is not just trying on their items, but wearing them for an extended period of time and then returning them; if we refuse multiple returns from you (see “When we may refuse a refund” in our Ts&Cs); or items are returned that are worn/used and do not correspond to the original order. If your account has been deactivated and you need to make a valid return, please see the account closure email we sent you. There you will find information on how to make a valid return. You will be responsible for the costs of returning the goods to us. All returns will be processed as usual once they reach our warehouse. Please note that we reserve the right to take legal action against you if the items you return do not match those you ordered. Want to exchange an item? We don't offer exchanges. All returned items will be refunded once they arrive at our warehouse. Need it in a different size or colour? Simply place a new order! Returning a faulty or incorrect item? Find out more info on faulty and incorrect items here. Need a new returns note or label? Click here to choose your returns method and, if needed, print a new returns note or label. Did you order an ASOS Brand Partner product? If your Brand Partner item was shipped by ASOS, you can follow our usual returns process. Remember that only items shipped by our Brand Partners need to be returned directly to the brand. Find out more info about ASOS Brand Partners here.