Thinking about sending something back to ASOS? Understanding the ASOS returns policy is the first step to a smooth and stress-free experience. This guide breaks down everything you need to know, from time limits to how to get your refund.
We’ll cover the different ways you can return items, what to do if something’s faulty, and how long you can expect to wait for your money. Whether you’re a seasoned ASOS shopper or new to the site, having a clear grasp of their policy makes online shopping much easier.
ASOS Returns Policy
The ASOS returns policy is designed to be flexible and customer-friendly. You have a generous 28 days from the day you receive your order to send items back for a refund or exchange.
This applies to most items you buy from them. It’s a good idea to initiate your return as soon as you know something isn’t right, just to give yourself plenty of time.
What Items Can Be Returned?
Most items from ASOS can be returned within the 28-day window. This includes clothing, shoes, accessories, and beauty products. The key condition is that items must be in their original, unworn condition.
They should have all original tags attached and be in the original packaging where possible. Here’s a quick list of what’s generally acceptable to return:
- Clothing with tags still attached.
- Footwear tried on indoors only, with the sole protectors intact.
- Accessories like bags and jewelry with all protective coverings on.
- Unused beauty products with seals unbroken.
What Items Cannot Be Returned?
For hygiene and safety reasons, some items have different rules. It’s important to check these before you buy, as returns won’t be accepted.
- Face masks and certain intimate apparel like pierced earrings or swimwear without the hygiene seal.
- Cosmetics where the seal has been broken or safety button popped.
- Gifted cards or e-gift vouchers.
- Items marked as “Final Sale” or “Non-Returnable” on the product page.
How Long Do I Have to Return an Item?
As mentioned, the standard return period is 28 days. This is counted from the day your parcel is delivered. ASOS provides a pre-paid returns label to make the process simple.
You should drop your return parcel off at the designated carrier drop-off point within this period. The tracking will show when it’s been scanned in, which is what counts as your return being initiated.
Extended Holiday Return Periods
ASOS often extends their returns window during peak holiday seasons, like Christmas. For example, items purchased in November and December might have a returns deadline in January.
Always check the website’s help pages during these times for the exact dates. This extended policy is usually advertised clearly on the homepage.
How to Return an Item to ASOS
Returning an item to ASOS is a straightforward process. You can do it all from your “My Orders” section on the website or in the ASOS app. Follow these steps to get your return started.
Step-by-Step Return Instructions
- Log into your ASOS account. Go to “My Orders” to see your recent purchases.
- Select the item(s) you want to return. Click on “Return or exchange items” for that order.
- Choose your return reason. Options include “Changed my mind,” “Doesn’t fit,” etc.
- Select your refund method. Choose either a refund to your original payment method or an ASOS gift card voucher.
- Print your returns label. ASOS will generate a pre-paid label for you. If you can’t print, some drop-off points offer a QR code service.
- Pack your item securely. Use the original ASOS bag or your own sturdy packaging. Attach the label clearly.
- Drop off your parcel. Take it to the designated carrier drop-off, which could be a post office or a parcel shop. Get proof of postage.
Using the ASOS QR Code Returns
If you don’t have a printer, the QR code option is very handy. During the returns process, select the “No Printer?” option. ASOS will send a QR code to your email or make it available in your account.
Take your packed item and your QR code to a participating drop-off point. The staff will scan the code and print the label for you on the spot, sticking it to your parcel.
Returning Items Without an Account
If you checked out as a guest, you can still make a return. You’ll need your order number and the email address used for the purchase.
Visit the returns portal on the ASOS website and enter these details. You’ll then be able to follow the same steps to generate a returns label. Keep your order confirmation email safe for this reason.
Refunds and Exchanges
Once ASOS receives your return, they will process it. Their goal is to inspect items and issue refunds within 14 days of the parcel arriving at their warehouse. In practice, it often takes less time, especially for straightforward returns.
How Will I Get My Refund?
Refunds are typically issued to the original payment method used for the order. If you paid by credit or debit card, the money will go back to that card. This can take 3-5 additional business days to show in your bank account after ASOS processes it.
You can also choose to receive an ASOS gift card voucher instead. This is usually issued faster, often within 48 hours of the return being processed, and comes via email.
How to Request an Exchange
ASOS does not offer a direct like-for-like exchange service. The easiest way to “exchange” an item is to return the original item for a refund and then place a new order for the correct size or color.
This is often quicker than a traditional exchange system because you can order the new item immediately, rather than waiting for the return to be fully processed first. Using a refund to a gift card voucher can speed this up even more.
What About Return Shipping Costs?
For returns within the 28-day period for change of mind or fit reasons, you typically do not have to pay for the return postage. ASOS provides a pre-paid label.
However, if you are returning an item from outside the UK to an international warehouse, you might be responsible for the return shipping costs. Always check the label details. For faulty or incorrect items, ASOS should always cover the return cost.
What to Do With Faulty or Incorrect Items
If your item arrives damaged, faulty, or if you received the wrong product altogether, the process is slightly different. You are entitled to a refund, repair, or replacement under consumer law.
Reporting a Faulty Item
Contact ASOS Customer Care as soon as possible. You can do this via the help pages on their website. It’s helpful to have photos of the fault or the incorrect item ready to send.
For faulty items, you have up to 30 days to reject them for a full refund. After 30 days, you may be offered a repair or replacement first. ASOS will provide a special pre-paid returns label for these cases.
Returning a Faulty Item
Follow the instructions from Customer Care. They will guide you through the specific returns process for faulty/wrong items. Make sure to note the issue clearly when prompted during the online return.
Your refund for a faulty item will include the original shipping cost you paid, if any. This is a key difference from a standard change-of-mind return.
International Returns
If you’re shopping ASOS from outside the UK, the returns policy is still very similar. You still have 28 days to return items from the delivery date. The main differences involve shipping methods and potential customs fees.
Using the International Returns Portal
You start the process the same way, through “My Orders.” ASOS will provide a returns note and instructions. You may need to drop the parcel at a different carrier, like DHL or a local post office, depending on your country.
It’s crucial to complete the customs declaration accurately, marking the parcel as a “Returned Good” to avoid being charged import duties on the way back.
Costs and Timelines for International Returns
Return shipping for international orders may not always be free. The returns portal will tell you if there’s a cost deducted from your refund for the return postage. For faulty items, this should not apply.
International returns take longer to reach the ASOS warehouse. Allow extra time for shipping and for the refund to be processed once they receive it. It can sometimes take 21 days or more from when you send it.
ASOS Marketplace Returns
ASOS Marketplace is a platform for independent boutiques and vintage sellers. Their returns policies are set by each individual seller, not by ASOS directly.
Checking a Marketplace Seller’s Policy
Before you buy on Marketplace, always read the seller’s return policy. You can find it on the product listing page or on the seller’s storefront. Policies vary widely—some offer 14 days, some 28, and some may not accept returns at all.
To return a Marketplace item, you need to contact the seller directly through your ASOS account to arrange it. The seller provides the returns address and instructions.
Getting Help With Marketplace Disputes
If you have an issue with a Marketplace seller, such as receiving a faulty item or not getting a agreed-upon refund, you can contact ASOS for support. They can mediate between you and the seller to help resolve the problem.
Tips for a Smooth ASOS Return
- Keep the original packaging for at least the returns period. It makes repacking much easier.
- Take a photo of your return parcel before you send it, especially if it contains multiple high-value items.
- Always get proof of postage from the drop-off point. This is your evidence if the parcel gets lost.
- Use the ASOS gift card refund option if you plan to shop with them again. It’s the fastest way to get your funds back.
- Check the returns address on your label. Different items (e.g., standard vs. beauty) sometimes go to different warehouses.
Frequently Asked Questions (FAQ)
How long does an ASOS refund take?
After ASOS receives your return, they aim to process the refund within 14 days. Once processed, it can take 3-5 more business days to appear in your bank account. Gift card refunds are faster, often within 48 hours.
Can I return ASOS items in store?
No, ASOS is an online-only retailer. They do not have physical stores where you can return or exchange items. All returns must be sent back via post or parcel service using their provided methods.
What is ASOS’s policy on returning sale items?
Sale items are usually returnable under the same 28-day policy, unless they are marked as “Final Sale.” Always check the product description for any special notes on non-returnable sale stock.
Does ASOS offer free returns?
In many regions, including the UK, ASOS offers free returns for change-of-mind within 28 days using their pre-paid label. For international returns or specific circumstances, a fee may be deducted. Returns for faulty items are always free.
What happens if my return is lost?
This is why proof of postage is vital. If your return is lost in transit, contact the carrier first with your tracking number. You can also contact ASOS Customer Care with your proof of postage, and they can often help track it down or initiate an investigation.
Can I return an item after 28 days?
The standard returns period is 28 days. Returning an item after this may be accepted at ASOS’s discretion, but they are not obligated to do so. You may be offered a gift card instead of a cash refund if they do accept a late return.
How do I contact ASOS about a return?
The best way is through the Contact Us section of the ASOS help pages. You can often use a live chat feature or request a callback. Have your order number and details about the return ready to speed things up.
Understanding the ASOS returns policy takes the worry out of ordering. By knowing your time limits, how to package items correctly, and the best way to get your refund, you can shop with confidence. Always double-check the policy for Marketplace items and during holidays, as these can have specific rules. With this guide, you’re well-equipped to handle any return smoothly and get back to finding your perfect look.