Terms and Conditions
The legal bits…
You are entering into this agreement with ASOS.com Limited (“we”, “us”).
We are a company registered in England and Wales, with registered address and HQ at Greater London House, Hampstead Road, London NW1 7FB. Our company number is 3584121.
All products we offer for sale on our UK website [www.asossamplesale.com (the ‘Website’)] are ASOS products.
When you place an order for ASOS products on the Website, your contract is with ASOS.com Limited.
When you shop with us , these terms apply. They’re important as they set out what each of us expects from each other, and they also give you helpful info. You can also find out more on our Help pages (which also form part of these terms). Of course, if you need anything else from us , get in touch with Customer Care – we always love to hear from you!
We keep these terms and Help pages updated and we amend them every so often, so remember to check back in before you shop, as the latest set will apply.
To shop with us, you need to:
- be at least 16 years old;
- have a credit or debit card that we accept (see bottom of page for details of current payment providers); and
- be authorised to use that credit or debit card (e.g. it is in your name or you have permission to use it).
Just FYI, some of the goods sold through our Website may not be suitable for under 18s.
Placing an order
Where you are buying a product, you will use your card to pay us directly for the product.
When you place an order, you should receive an acknowledgement e-mail confirming receipt of your order. We then carry out a standard pre-authorisation check to make sure there’s enough money on your card to pay for or towards the order.
We only accept your order once payment has been approved and we have debited the payment card (and then the contract is made based on these terms).
As soon as we start to process your order, you will not be able to change your order before delivery– you’ll need to cancel (and/or return original item(s)), and re-order.
All orders are subject to availability and confirmation of the order price. Don’t worry, if there’s an issue with an order, we’ll get in touch with you.
All products remain ASOS property until full payment of the purchase price is received by us .
Very occasionally, we may need to refuse or cancel an order or close, block or freeze an account (even if we have previously confirmed your order) – e.g. if we notice something unusual on an order or an account or if your order goes against unit limits as detailed on the product display pages of specific products. If your account has been blocked and you think we’ve made a mistake, please get in touch with Customer Care and they’ll be happy to speak to you about it.
Prices and product descriptions
There’s a lot going on here at ASOS HQ and from time to time our busy ASOSers may price up or describe a product or promo wrongly. If we discover an error for any goods you’ve ordered, we will tell you ASAP and give you the option of reconfirming your order (at the correct price) or cancelling it.
If we can’t get in touch with you, we will treat the order as cancelled. If you cancel and you’ve already paid, we will refund you in full.
Prices include VAT (where applicable), but keep in mind that there may be other taxes that you need to pay which aren’t imposed by us.
Delivery costs will be charged (see below) and such additional charges will be clearly shown during the checkout process and included in the 'Total Cost'.
Orders will be delivered by Standard Delivery. Please note that this is the only available option for orders placed through this Website.
Orders are generally shipped to your delivery address from a designated warehouse. If part of your order is shipped from one of the other warehouses in our global network, this part of your order will also be delivered by Standard Delivery. You’ll see your estimated delivery date at the checkout.
You’ll only be charged one delivery fee of £3.5 for all items, even if they’re coming from different warehouses.
Next Day Delivery, Click & Collect and ASOS Premier are not be available for items sold on this Website.
We work our ASOS socks off to try to meet all delivery times but sometimes there may be delays – e.g. because of postal/carrier delays, logistics or bad weather. We will keep you updated as much as we can and you should be able to track your parcel’s progress.
Please check out our Help Page for more info. Any problems with your delivery? Please let us know within 30 days of the date which your order should have been delivered and we’ll do our best to help you.
Returns and refunds
Check out our returns and refunds policy here .
Returning an unwanted ASOS product?
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. Please note that a returns charge of £2 will be deducted from your refund amount.
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.
This does not affect your statutory rights.
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 you and ask you to cover the delivery costs.
Proof of postage
For ASOS products, we strongly recommend you get proof of postage and follow our returns process (for more information on how to return, see here). Our returns address is:
Clipper Logistics plc, Barlby Road, Selby, YO8 5BL, UK
Keep it clean
Hygiene and your and all of 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.
None of this affects your statutory rights.
All returned items should be sent back to us in their original condition together with the original packaging and all ASOS and brand tags.
Footwear – only try on footwear on carpeted floors to protect the soles. They must also be returned with the original box (if any) and any original shoe or dust bags (if any).
All items are inspected on return. Of course, it’s fine to try an item on like you would in a store, but don’t actually wear or use it. When trying on clothing please be careful with the item (don’t use unnecessary force) and don’t wear make-up, perfume, cologne, deodorant or antiperspirant as these can mark and leave scents on the item.
If an item is returned to us worn, used, damaged or in an unsaleable condition, or where the above instructions have not been followed, 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. Alternatively, we (at our sole discretion) may choose to reduce your refund to reflect any reduction in the value of an item.
None of this affects your statutory rights.
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.
When we may withhold issuing a refund
We will refuse a return:
- on grounds of hygiene (see ‘Keep It Clean’ above); or
- if an item has been damaged, soiled , washed, altered or worn, or if the original tags or labels are no longer intact and/ or attached to the relevant item (see ‘Original Condition’ above); or
- if the item(s) returned to us do not match what you received; or
- if you have returned items after expiry of the returns period (see ‘Returning an unwanted item?’ above).
If we refuse a return for any of these reasons, we will not issue you with a refund and we will send the item(s) back to you. If you attempt to return a refused item a second time, we will dispose of the returned item in a responsible way and we will continue to withhold a refund.
In certain cases, for example where we have had to refuse multiple returns by you, or there are suspicious circumstances relating to the return, we might also have to block your account and any associated accounts (see ‘Fair Use’ above).
If any of the above 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.
This does not affect your statutory rights.
Promo Codes, Gift Vouchers and Gift Cards
Promo codes, including student discount, and ASOS.com Gift Vouchers and Gift Cards cannot be used or applied to items sold on this Website.
Things you shouldn’t do…
We know it’s obvious, but you must not misuse or tamper with our Website (e.g. hack, introduce viruses, trojans, worms, logic bombs or other technologically harmful material or carry out denial of service attacks etc) or otherwise mess with our tech or functionality or steal our customers’ data. Doing any of these things may be a criminal offence, but they also get in the way of us giving our loyal ASOS customers the best service, so we take them really seriously. ASOS will report any such breach or activity (and all information about the people carrying it out) to the relevant law enforcement authorities.
We recommend you use virus protection software when using any website, including ours. Although we have a dedicated team who work hard to stop people messing with our Website, we can’t guarantee that it will always be secure from bugs, viruses or trouble-makers.
Oh, and you’re not allowed to use automated systems or software to extract data from our Website (AKA 'screen scraping').
Troublemakers take note: you agree to indemnify, defend and hold harmless ASOS, its directors, officers, employees, consultants, agents, and affiliates, from any and all third-party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use (or misuse) of this Website or your breach of the Terms and Conditions.
If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because we have identified your order as attempting to use methods generated by a script, macro, bot or through the use of other automated devices.
Intellectual property, software and content
ASOS own or have permission to use the intellectual property rights in the Website and its content. These rights are protected around the world. All such rights are reserved.
You’re allowed to store, print and display our Website content only for your own personal use. You are not allowed to use any part of the Website for commercial purposes unless you have our express permission.
You’re also not allowed to use the ASOS logo or any ASOS brand or trade mark (or any marks which are colourably similar) without our express permission.
Linking to this Website
It’s fine for you to link to asos.com, as long as you do so in a way that is not-commercial, is fair and legal, and doesn’t damage or take advantage of our reputation.
Please don’t link in a way that suggests any form of approval or endorsement by ASOS where none exists.
Our Website must not be framed on any other site without our permission.
Complaints or need to speak to us?
Occasionally things do go wrong and you may want to get in touch with us. If that happens, please contact our Customer Care team, who will work with you to resolve any issues you’re having with our services:
- Email us here.
- Post: ASOS Customer Care, Hercules Way, Leavesden Park, Leavesden, Watford, WD25 7GR
If Customer Care are unable to resolve your complaint to your satisfaction, you may refer your complaint to RetailADR.
RetailADR is an Alternative Dispute Resolution provider to which ASOS subscribes and is free for consumers to use. RetailADR is approved by Chartered Trading Standards Institute (CTSI) to provide dispute resolution services and undertake an independent review of your complaint, pursuant to the Alternative Dispute Resolution (ADR) for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
Complaints can be raised to RetailADR in the following ways:
- Online - via RetailADR’s online complaint form which can be accessed at https://www.cdrl.org.uk/retail-adr/
- In writing by post – in order to accept your complaint, RetailADR requires you to send a completed paper complaint form by mail to the address detailed in the complaint form that can be accessed and downloaded via https://www.cdrl.org.uk/retail-adr/.
- If you require Reasonable Adjustments to assist you in submitting your complaint, pursuant to the Equality Act 2010, RetailADR are able to discuss your request for assistance via telephone at 0203 540 8063. RetailADR has a voicemail system set up specifically for calls of this nature so please follow the steps as directed on the automated message.
Please be aware that when submitting your complaint form, this will be your only opportunity to submit any facts or evidence that you consider relevant to your complaint in support of your case.
Once you have submitted your complaint form, RetailADR have an obligation to process claims within 90 days of receiving evidence from both you and ASOS. Once RetailADR have completed an initial assessment of your complaint they refer it to ASOS to request a response within 28 days.
Should you have any questions, RetailADR has a dedicated online Support Centre which operates Monday to Friday, 9.00am-5:30pm, and is on hand to provide information and assistance to consumers who require information about its complaint handling process. This can be accessed at https://support.cdrl.org.uk/.
You can save and print these terms if you need to.
We have the right to amend, remove or vary our services and/or any part of the Website (including our Ts&Cs) at any time.
These terms and our dealings with you are subject to English law and the exclusive jurisdiction of the English courts.
User Generated Content
Have we reached out to you on social media to feature your content on our social media channels? Congrats! It means we love your style.
By giving you the opportunity to feature your content on our social media channels and platforms and agreeing to take part you agree:
- we can use your handle and the content (the “Content”) on ASOS.com, marketplace.asos.com, collusion.com, asossamplesale.com and/or on any of ASOS’ and affiliated social media platforms (including but not limited to Instagram, Facebook and TikTok).
- we can edit, crop, adapt, enhance or modify the Content (but ASOS will not treat you in a derogatory manner).
You promise that you:
- have the permission of everyone in the Content;
- have the right to grant ASOS the above rights; and
- are at least 16.
If you (or anyone in the Content) asks us to remove the Content, we will remove the Content from the social media accounts that we control.
You understand that other users of these social media platforms can also share and make use of the Content once posted. In particular, a user of these platforms can take a screenshot of and save an image of the Content to their device, share the Content on social media platforms or websites which feature the Content (and sharing capabilities). If you do not want to grant the permissions set out above then please do not give us consent to use the Content.