ASOS, a pioneering fashion retailer, emerged as a trailblazer in the world of e-commerce several years ago. With its humble beginnings in 2000, ASOS revolutionized the fashion industry by recognizing the untapped potential of online shopping. By combining a vast selection of trendy clothing, footwear, and accessories with an intuitive and user-friendly website, ASOS quickly garnered a loyal following and became synonymous with the digital shopping experience. Breaking barriers and embracing innovation, ASOS set the stage for the future of retail, inspiring countless other brands to follow suit and redefine the way we shop in the modern age.
But how good is their returns policy, and how do you return unwanted stuff to them? Your questions answered.
How do I return items to ASOS?
Note: ASOS.com has separate return policies for these countries: Hong Kong, New Zealand, Switzerland, South Korea, Saudi Arabia, United Arab Emirates and Singapore. For all other countries follow the steps below.
To return your items to ASOS from outside the specified countries (above), please follow these steps:
- Return within the timeframe: Ensure that you return your item within 45 days of its delivery or availability for collection, including sale items.
- Check your returns options: Visit the ASOS website and view the returns options specific to your country. Please note that you will be responsible for covering the postage and any relevant duty costs. It’s recommended to mark your parcel as ‘returned goods’ to avoid additional charges. Before attaching the returns label, it’s advisable to remove or cover your shipping label.
- Fill out the returns note: If you need a new returns note, you can download one from the attachments section. In case your country is not listed, use the ‘Rest of world’ returns note. Fill out the returns note and place it inside the parcel along with the returned items.
- Request proof of postage: Ask for proof of postage when returning the parcel. It is important to note that the parcel remains your responsibility until it reaches the ASOS warehouse. ASOS will notify you via email once your order is received at their warehouse.
Don’t forget:
- Separate multiple orders: If you are returning items from multiple orders, ensure that you send them back separately and create a returns label for each order.
- Original condition and packaging: All returned items should be sent in their original condition and packaging, including tags. If an item is returned to ASOS in an unsuitable condition or outside of the return policy, they reserve the right not to issue a refund. If you wish to have the item returned to you, ASOS may request you to cover the delivery cost.
By following these steps, you can successfully return your items to ASOS from outside the specified countries. For returns to the other countries, read our additional guide.
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What is the returns policy at ASOS?
ASOS accepts returns for unwanted items as long as they are in their original condition. The returns policy is subject to specific rules, but they do not affect your statutory rights.
What is the returns period for customers in New Zealand?
Customers in New Zealand have 28 calendar days from the date of delivery or availability for collection to return their items.
What is the returns period for customers in Hong Kong or Switzerland?
Customers in Hong Kong or Switzerland can request a full refund within 28 days of the item being delivered or available for collection.
What is the returns period for sale items in Hong Kong, New Zealand, or Switzerland?
For sale items in Hong Kong, New Zealand, or Switzerland, customers must create a return and request a refund within 14 days of delivery or availability for collection. The item should be returned within a further 14 days for a refund to be issued.
What is the returns period for customers outside of New Zealand, Hong Kong, or Switzerland?
Customers outside of these regions can request a full refund within 28 days of the item being delivered or available for collection. If the return is requested between 29 and 45 days, an ASOS gift voucher will be issued instead.
How long does it take to receive a refund from ASOS?
ASOS aims to refund customers within 14 days of receiving the returned item.
Can items be returned after the specified returns period?
ASOS does not accept returns for unwanted items after the relevant returns period. Attempting to return such items may result in them being sent back to the default delivery address, with the customer covering the delivery costs.
What items are not eligible for return at ASOS?
Certain items cannot be returned for hygiene and safety reasons. This includes opened or used face and body products, underwear with a broken hygiene seal or broken labels, swimwear with a broken hygiene seal or broken labels, and pierced jewelry with tampered or broken seals. The same applies to face coverings with tampered or broken seals.
Can items be tried on before returning them?
It is acceptable to try on items like you would in a shop, but they should not be worn. If an item is returned damaged, worn, or in an unsuitable condition, ASOS may refuse to issue a refund and may return the item to the customer, with delivery costs to be covered by the customer.
What is the responsibility of customers when returning items to ASOS?
Customers are responsible for the returned items until they reach ASOS, so proper packaging is important to prevent any damage during transit. It is recommended to obtain proof of postage as evidence in case of any issues.
What happens if items are returned by mistake?
ASOS is not responsible for items returned by mistake. If the items are located and the customer wishes to have them returned, they may be asked to cover the delivery costs.
What is ASOS’s policy regarding fair use of returns?
ASOS monitors returns activity, and if an unusual pattern is detected, such as suspected wearing and returning of items or excessive ordering and returning, the account and associated accounts may be deactivated. If customers believe this is a mistake, they should contact Customer Care for assistance.
Does ASOS offer exchanges?
ASOS does not offer exchanges. Customers can return their unwanted item and place a new order for a different size or color.
What should customers do if they receive a faulty or incorrect item?
Customers should refer to the provided links for more information on returning faulty or incorrect items.
What should customers do if they need a new returns note?
Customers can easily print a new returns note from the attachments section on the ASOS website.
How can customers obtain a new returns label?
To get a new returns label, customers can visit the ASOS website and choose their preferred returns method. From there, they can print a new label for their return.
What should customers who ordered from Marketplace do for returns?
Customers who ordered from Marketplace should contact the seller directly to obtain the return address and instructions.
In summary
ASOS has a returns policy that allows customers to return unwanted items within specific timeframes depending on their location and whether the items were purchased on sale. The items must be in their original condition with all tags and labels attached. ASOS aims to refund customers within 14 days of receiving the returned item. Certain items, such as opened face and body products, underwear without intact hygiene seals, and swimwear with broken seals, are not eligible for return. Customers should ensure proper packaging and may need proof of postage. ASOS does not offer exchanges but encourages customers to place a new order if they need a different size or color. Faulty or incorrect items have specific instructions for returns. Marketplace orders have separate return processes through direct contact with the seller.
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