Where is my order?

Delivery : 3-5 working days

If you haven't received your order yet, even though the order status shows as complete, don't worry! We're here to help and resolve the issue. Here are a few things you can do first to track down your package:

  • Check if you've received a dispatch confirmation email from us. Make sure it contains your valid tracking information.
  • Keep an eye out for text messages, emails, or attempted delivery cards from our couriers. Your parcel may be waiting for you at a local delivery depot, or you may need to re-arrange delivery.
  • Reach out to anyone else residing at your address or your neighbour in case they accepted the delivery on your behalf. The courier might have also left it in a Safe Place.

If you still can't locate your parcel, please don't hesitate to contact our amazing Customer Services team using the email form HERE.

We will thoroughly investigate this for you, but we'll need your order number and tracking number so our dedicated team can start working with the courier to resolve the issue. Rest assured, we're here to assist you every step of the way.

Tracking your Order

We always do our best to make sure your orders are shipped quickly and that you're informed every step of the way. Our warehouse is located in the UK and all orders are dispatched from there.

As soon as your order is processed and shipped, we'll send you an email confirmation that includes a tracking reference from the courier, so you can keep an eye on your package.

To track your order, just head to the 'My Orders' section in your account, where you can view and track your recent orders by clicking on the 'Track Order' button.

Delivery Options

We make every effort to ship out all orders quickly so that they reach you within the estimated delivery time mentioned on the product pages. Please note that our warehouse is located in the UK, and all orders are shipped from there

Once your order is shipped, you will receive a tracking number via email, which you can use to track the progress of your delivery via the couriers website.

Despite our best efforts, some delivery times may be affected by external factors that are beyond our control. If we become aware of any such issues affecting your delivery date, we will keep you updated as soon as possible.

Do you deliver to my location?

We're glad to let you know that we offer delivery services to almost every country in the world.

Duties and Customs

We want to make sure that our customers in the US have a great experience with us; therefore, when you order from us - all orders are sent with delivery duties paid, which means that you won't have to worry about any extra charges when your order arrives.

We just wanted to give you a heads-up that some orders may require extra checks with the courier, which could cause a slight delay in delivery.

If you are concerned that your order may be held up with Customs, our customer service team is always here to help. If you experience any delays with your order, please reach out to us with your order and tracking number, and we'll do everything we can to assist you.

What if I'm not home when my order is delivered?

If you are not available at home to receive your order when it arrives, do not worry. The courier will make two more attempts to deliver it. If they are unable to reach you, they will leave a card that contains all the necessary information for you to pick up your parcel at your local depot. You can find the location details by checking the tracking number via the courier’s website. Don’t forget to bring a valid ID when you go to collect your parcel.

If you encounter any issues in locating the depot, please reach out to our customer service team who will be happy to assist you. You will have a week to pick up your parcel. After that, if it remains uncollected, we will refund your order once it is returned to our warehouse.

Please note that this procedure may differ between countries and the courier that it has been shipped with.

Returns & Refunds

What is your Returns Policy?

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).

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

How do I return something to you?

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.

I'm an International customer, have you received my returned items?

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.

How can I get a new returns slip?

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.

Can I return an item after 100 days?

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.

How to return

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.

Order issues

I've received a faulty item, what should I do?

We’re really sorry if you’ve received a faulty item.

Please return the item to us as soon as possible so we can get this sorted for you. Don’t forget to select ‘Faulty’ when asked for a reason for your return. Find more information on returns here. If you’re not able to create a return, please get in touch with our Customer Care team as we'd be happy to help.

Worn your favourite item one too many times? Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded.

Please note: we are unable to send replacements for faulty items.

Remember that regardless of where your items were shipped from, you can follow our usual returns process.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) advise you have fourteen calendar days to cancel the contract for your order with us and we will issue you with a full refund for the items you have purchased and the cost of standard delivery if you've paid for shipping.

If you have already received your order, you will need to return to us the items from your order that you wish to cancel. Once you let us know you'd like to cancel we receive your completed Withdrawal Form, we will write and let you know how to do this.
The items you return must be unworn and in their original condition and will be inspected once we have received them.
We try hard to accept all returns. Returns to us need to have the original tags still on them but need not be returned to us in the same packaging in which they were delivered to you. However it is your responsibility to ensure that the returned items are packaged well enough that they won't be damaged on the way back to us. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. In this case we will not refund you. If we do not receive the cancelled order back, we may arrange to have it collected at your cost.

Can I cancel my order after I've placed it?

We're really quick at packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method.

However, you may be able to cancel your order and place a new one instead. There are varying time limits in which you can cancel your order depending on what delivery option you've chosen:

  • Next-Day Delivery & Express Delivery - 15 minutes after completing your order.
  • Standard Delivery & all other delivery options - 60 minutes after completing your order.

To cancel your order, just follow these steps:

1. Log into My Account and view your recent orders.

2. Go to My Orders and select the order you'd like to cancel.

If the button next to an order says Cancel/View, you still have time to cancel by clicking the button.

If the cancel option is not available, then it is too late cancel the order. However, you can return any unwanted items for a refund once you've received your order.

Click here for more information on how to return.

What if something isn’t right on my customs invoice?

If you have any issues with your customs invoice that you've received from Our Site, please get in touch with Customer Care who can get this sorted for you.

I've received an incorrect item in my order, what do I do?

If you've received something you haven't ordered, please send it back to us and we'll refund you as soon as it arrives back at our warehouse.

Click here to see the returns options available to you. If you choose to return through another method, it's your responsibility to pay for your return.

Fill in the section on the back of your delivery slip to say the item is incorrect and put it inside your parcel when you send it back. Do ask for proof of postage - we may need to see this at a later date.

If you still want the item and it's still in stock, please order it through our website as normal. The easiest way to do this is to log into My Account, view your original order and add the items to your shopping bag.

I'm missing an item from my order, what do I do?

We're sorry there's an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:

  • We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
  • You can also check if your order has been split into more than one parcel by checking 'My Orders'.
  • The item(s) you ordered may have been out of stock - it's worth checking your emails (including your junk/spam) to see if we've sent you an email about this.
  • If you’ve placed multiple orders within a few days of each other that qualify for free delivery and are being shipped to the same delivery address, your orders may have been combined or split across multiple parcels. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed is the same.
  • If some of your items are being shipped from another warehouse, their delivery times may differ, so it's worth checking your expected delivery date and tracking in 'My Orders'.*

If you have an item missing from your order, please let us know within 30 days of your order being delivered and we’ll do our best to help you.

Payment, Promos & Gift Vouchers

How do I place an order?

Placing an order couldn't be easier, simply follow these steps.

1. Click

to place the item you want to buy in your bag.

2. Once you have finished shopping, click on the bag icon to view the items in your bag and to pay. This will appear on the bottom of the screen on the app and the top right hand side of the screen for desktop. If you're happy with the items in your bag, click 'Checkout'.

3. Enter your email address and password or if you're a new customer, register now. You will then be taken to the Confirm and Pay page.

4. Review and confirm the items in your order.

5. If you have a promo code or voucher to spend, you'll need to enter this under the 'Promo/Student Code' or 'Vouchers' tab. If you have trouble adding your promo code at the checkout, contact our Customer Care team with a screen shot of the error you're receiving.

6. Confirm your delivery address and delivery method.

7. Confirm your payment method and 'Place Order'. To better protect our customers when making online payments by card you may be presented with 3D secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone.

An email confirmation will be sent to your registered email address to let you know your order details. It's worth checking Our Site is marked as a safe sender in your email account or checking your junk mail as our emails may be routed there automatically.

How can I pay for my order?

You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.

Please see below the payment methods we accept:

To add a payment method to your account and pay for your order, please follow the below steps:

Step 1
To add your card details, just login to your account and click on 'Payment methods'.

Step 2
From here, you can add your payment details and save them to your account.

Step 3
When you come to pay for your order, you can select one of your saved payment methods to pay for your order.

If you don't want to save your payment details to your account, then you can also enter them when you come to pay for your order. If there is no payment details saved to your account, then you'll be asked to enter them when you click ‘Pay Now'.

If you're trying to use a gift voucher to pay for your order, click here. Please also note that if you pay for your order using iDeal or AfterPay, once your order has been confirmed you won't be able to cancel it.

Click here for information on how to change the currency you're paying in.

*Please note, Apple Pay is only available as a payment method for selected countries on our app and web, when using a supported device. If Apple Pay is available for your country, you will see this payment option at checkout.

*Klarna is only available as a payment method for selected countries. If Klarna is available for your country you will see this payment option at checkout.


How do I use PayPal to pay for my order?

To pay with PayPal, you'll need to set up a PayPal account on the PayPal website. It only takes minutes to open a PayPal account and it's free.

As soon as your PayPal account is set up, log into your account and click Edit/Add under the Payment Methods section. Click Add new payment method, select PayPal from the list of options and click Save. Once you've done this, you won't need to add your details again . If PayPal has successfully been added as a payment method on your account, it will appear as a payment option at the checkout.

Why pay with PayPal?

It's safer: shop at thousands of websites without sharing your financial details.
It's faster: with no need to type in your card details, you can check out in a few clicks.
It's easier: all you need is an email address and password to pay online.