What is your returns policy?

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

Returning an unwanted item?

We get it, sometimes something just doesn't work for you and you want your money back. Don't worry, as long as an item is still in its original condition, we accept returns, subject to the rules below, which includes rules around fair use. 

If you purchased an ASOS Sample Sale item, you must create a return and request a refund for your item within 14 days of it being delivered to you. You must then ensure that you return the item to us within a further 14 days. Provided we receive your item within 28 days of it being delivered to you, we will issue a refund to your original payment method. You will be subject to a returns charge of £2. Returns charges will be deducted from the amount refunded to you. For all returns, we aim to refund you within 14 days of receiving the returned item. 

If you request a refund for an item during the above time frames but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion. 

None of these rules affect your statutory rights. 

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 the delivery address associated with your order 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:

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 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

Where we suspect fraudulent activity and/or we notice unusual or suspicious activity, we might have to withhold issuing a refund and block you from making future purchases.

Such activity includes but is not limited to: claims relating to orders not being received, items missing, ordering and returning loads; an unusual patterns of returns activity; where we suspect someone isn’t just trying their items on, but wearing them for longer periods, then returning them; where we refuse multiple returns by you; or returning items worn/used and not matching what was originally ordered.

This doesn’t affect your statutory rights.




v14.06 2023-06-19