FAQs

Want to find out more about our returns policy? Read below for more information.

You have 100 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.

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.

None of this affects your statutory rights.

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). All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging and all tags and labels 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) and you'd like these returned to you, we may ask you to cover the delivery cost.

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, ordering and returning loads - way, waaay more than even the most loyal 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, please refer to the account closure email we sent you where you will find details on how to make a valid return. You will be responsible for the cost of returning the goods to us. Any returns will be processed as normal when they reach

1. View your returns options

View your returns options here and select the country you’re returning from. Please note - you'll need to cover the postage and any relevant duty costs yourself. It's a good idea to mark your parcel as 'returned goods' to avoid being charged any duties. We recommend removing or covering your shipping label before attaching your returns label to your parcel.

2. Fill out your returns note

Need a new returns note? You can download a new one here - just make sure to choose the country you're returning from in the dropdown.

Once filled out, put it inside your parcel.

3. Ask for proof of postage

The parcel remains your responsibility until it arrives with us.

We'll drop you an email once your order has been received at our warehouse.

Don't forget...

If you're looking to return items from multiple orders, you'll need to send these back separately and create a returns label for each

All returned items should be sent in their original condition and packaging including tags. In the unlikely event that an item is returned to us in an unsuitable condition or outside of our return policy, we reserve the right not to refund you. If you want these returned to you, we may request that you cover the delivery cost.

Once your return has been received by our warehouse, we'll email you to let you know whether a refund has been issued.

If you're returning multiple items from an order, or more than one order in the same parcel (excluding returns created through My Account), please allow up to 24 hours for all items to be processed. Individual items may be refunded at different times within this period at the warehouse.

The time it takes for your parcel to reach us varies depending on where you are returning it from.

Hong Kong - 18 days
New Zealand - 15 days
Rest of World - 21 working days

Please note that working days do not include weekends and bank holidays.

If you're yet to receive your return confirmation email, please follow the below steps:

1. Allow for your returns timeframe to pass

Please allow the timeframe shown above to receive your return confirmation email

2. Contact us
In the unlikely event that you haven't received an email after the timeframe shown above, please contact our Customer Care Team, and we'll get back to you as soon as possible.

Make sure you let us know your original order number, which items you have returned, when this was returned to us and any delivery reference numbers (i.e. returns drop-off details from the courier) when you contact us.

If you're returning your order from anywhere else, you can download and print a returns slip from here - just make sure you've selected the country you're returning from..

Just follow the instructions on the returns slip, making sure you let us know your order number and the items you're returning. We'll need these details to process your refund.

Once it's all filled out, pop the returns slip inside the parcel and send it back to us.

For more information on how to return your order, head over to our returns page to see which returns options are available in your country and create a new returns label.

As per our Returns Policy, we only accept returns within 100 days of your order being delivered or made available for collection. In this case, your refund will be issued to your original payment method.

However, we understand sometimes unexpected things happen, so in exceptional circumstances we may accept a late return - if there's a reason why you weren't able to return your order on time, please get in touch with our Customer Care team and provide as much detail as possible. Please bear in mind we can't guarantee we'll be able to accept a late return, and we may issue a gift voucher for the refunded amount instead of refunding you to your original payment method.

If you're returning, simply follow the instructions below:

1. Put your returns slip in the parcel with the following details marked on it:

Your order number
Which items you're returning for a refund
If you need a new returns slip, you can download a new one here.

2. Return your parcel to us. To view the available returns options for your country, please click here. Be sure to keep hold of your proof of postage, just in case we need to see it at a later date.

3. You'll need to allow between 14 and 21 working days (excluding weekends and public holidays) for your parcel to reach our warehouse.

We'll send you an email as soon as we've received your return in its original condition. If you use the ASOS app and have opted in for notifications, we’ll also send you a notification once your return has been completed. For more info on getting notifications, click here.

Once it arrives back with us, your return will be completed within 1 working day (excluding weekends and public holidays).

Any refund will automatically be issued to the payment method you used to place your original order. This typically takes 10 working days, depending on your payment provider.