ASOS allows customers to return unwanted items within 28 days of delivery or collection for a refund, provided the goods meet the retailer’s return conditions.
The online fashion retailer’s current policy requires returned items to be in their original condition. Customers may try on clothing as they would in a shop, but items that have been worn beyond trying on, damaged or returned in an unsuitable condition may not qualify for a refund.
According to the company’s official returns policy, the standard return period is 28 days from delivery or from when an order becomes available for collection. The deadline applies to the final parcel where an order arrives in multiple deliveries.
What happens after the return deadline?
ASOS generally does not accept unwanted items returned after the applicable returns period. The company says it may send rejected items back to the customer’s original delivery address and require the customer to cover the shipping costs.
Customers who cannot complete a return within the deadline because of exceptional circumstances can contact customer care, although any refund in such cases is at the company’s discretion.
The retailer’s policy also states that it aims to issue refunds within 14 days of receiving returned goods. The time taken for the money to appear in a customer’s account may depend on the payment provider.
Rules for worn and used items
ASOS permits customers to try on clothing before deciding whether to keep it. However, returned products must remain in their original condition, with relevant tags and labels attached.
Items showing signs of extended wear, damage or use may be rejected. The retailer also applies specific restrictions to hygiene-sensitive products.
Face and body products cannot be returned for a refund if they have been opened or used, or if their protective seal is no longer intact. Underwear and swimwear may also be excluded if hygiene seals are broken or labels have been removed. Similar restrictions apply to pierced jewellery when its protective seal has been tampered with.
Returning faulty or incorrect products
ASOS has a separate process for faulty or incorrectly supplied items. Customers who receive a defective product or an item they did not order are advised to contact the retailer and follow its instructions for returning the goods.
The company says customers can find further guidance through its customer care service. Faulty-product complaints should be distinguished from returns involving items that have been worn or damaged after delivery.
ASOS also sells products supplied by third-party brand partners. Some of these products are subject to the individual brand’s return conditions, so customers should check the product information and the applicable policy before sending an item back.
Are ASOS returns free?
Return costs depend on the applicable policy and the method used to place the order. Although ASOS describes its standard returns as free in its general policy, certain circumstances attract charges. For example, the retailer states that a £3.95 returns fee applies to guest-checkout orders under the policy displayed on its customer care website.
Customers should check the return options available for their country and order before sending goods back, as arrangements may differ by market and delivery method.
Shoppers can consult the retailer’s official ASOS returns policy for the latest requirements and instructions.
