ASOS is a popular online retailer in the UK, which also operates in several countries around the globe. The original name was As Seen On Screen. Since its creation in 2000, ASOS has grown to ship to more than 200 countries. The company has fulfilment centres in the UK, Europe, and the US. ASOS sells clothing, including activewear, and shoes and accessories. In recent years they have been expanding into beauty products as well as homewares and gifts. In the UK, it is usually Hermes who delivers ASOS parcels. You can also return them via Hermes, or choose a different method out of their convenient options. Read the ASOS returns guide below to find out how to return ASOS orders.
ASOS Returns Policy
ASOS allows customers to return items within 28 days of receiving them if they change their mind. They offer lots of free return methods to help customers send things back to ASOS for a refund or exchange. Returns must be in their original condition and packaging. ASOS will inspect this and reject the return if it is not suitable for resale. If you remove a hygiene strip or seal on an item such as swimwear, cosmetics, or jewellery, then you cannot return it. Otherwise, you can pack your return parcel carefully and include your returns note. You must specify whether you want a refund or exchange for each item on the returns form. Place the appropriate pre-paid sticky label for your chosen ASOS return service on the outside of the sealed parcel. Make sure to get proof of postage when you send it back. ASOS will send an e-mail when they receive your return to let you know that they are processing the refund.
ASOS Beauty Products Returns Policy
Recently, ASOS launched their own cosmetics collection. Returns for beauty products are often much stricter due to hygiene issues. ASOS allows customers to return beauty products within 28 days of receiving them, as long as they are still in the original wrapping. If you break any seals, even just to check the colour, then ASOS might refuse to accept them back. They will send unacceptable returns back to you again and may charge you for such delivery costs. Sometimes, they might issue an ASOS gift voucher at their discretion if they cannot issue a full refund. You should be aware that not all return methods are available for ASOS beauty products. To return cosmetics, liquids, perfumes, and aerosols you must use Collect+ or Hermes Collection only. This also applies for items with batteries.
How to Return ASOS Orders
There are several services you can use to send back your ASOS parcel without having to pay for it. You can set up a return easily online. If there is a 24/7 InPost locker near you, then you could book a return at any time. However, you may have to print a label. If there is an Asda nearby, check if they offer the ToYou service. Simply stick on the Asda label from your returns note and take the parcel to the kiosk. It is likely that several local convenience stores offer the Collect+ service. Attach the label from your returns note and take the package to a Collect+ location. There are also lots of Doddle locations at train stations and shops. They will create the returns label there so you do not have to print one out at home. If you can get to a Post Office branch or Royal Mail office, then use the pre-paid label on the returns note. As mentioned, you can also return ASOS parcels through Hermes. Take your parcel to a Hermes ParcelShop or arrange a Hermes collection from your home. For the latter, you will have to print off a label yourself. When you go to a ParcelShop, you can print labels instore. Remember to obtain a postage receipt and keep it safe.
ASOS Lost Returns Note
ASOS cannot process your return if the package does not include a returns note. If the form on it does not specify whether you want a refund or exchange for the items in the parcel, then ASOS will refund them all by default. If you realize that you forgot to include your returns note, then you will need to contact ASOS. You should have a proof of postage receipt with a tracking number which ASOS can use to track down your parcel. They can then process your return even if there is no returns note. If you have lost the note that came with your parcel originally, then you can download and print a replacement returns note. Alternatively, you can simply write your order number on a piece of paper along with the product codes and whether you want a refund or exchange for them. You can find the product codes in your order confirmation e-mail. You can then create new returns labels according to your chosen service.
How to Get a Refund from ASOS
When you return something to ASOS, it can take up to 7 working days to arrive at the warehouse and for them to process it. They will send an e-mail to confirm when they receive it and whether they will issue a refund or dispatch an exchange item. Refunds will go back to the original payment method you used to place the order. This can take a further 5 to 10 working days, depending on the provider. They will refund the amount that you paid, including any discounts and sale items. They will only refund delivery charges as well if the entire order was faulty or incorrect, or if you return the whole order within 14 days of receiving it. This only covers ASOS standard delivery, as they will not refund delivery costs above that amount. If there is a mistake with your refund, or you have not heard from ASOS within the timeframes above, then you should contact the ASOS Customer Care Team to make sure they process it.
How to Return ASOS Klarna Orders
Some shoppers prefer to utilize the “Buy Now, Pay Later” option and order from ASOS using Klarna. Whenever you choose this payment method at the checkout, you will not have to pay anything upfront. Klarna will send you an e-mail confirming how much you owe for the order and the date that you must pay them this amount by. It is usually 30 days after placing the order. This gives you enough time for the delivery, trying things on, and then returning the items that you don’t want to keep. When ASOS receives the return, Klarna will deduct the cost of the returned items and update the amount you need to pay. You should contact Klarna to extend your invoice if you return something within a few days of your payment due date. ASOS can’t assist with Klarna payments, so you must contact Klarna.
How to Exchange ASOS Orders
If you order something in a size or colour that you change your mind about when it arrives, then you might be able to save time and money by requesting an exchange. You can return an item within 28 days of delivery and select the exchange option on the returns note. Request a different size or colour if this is possible. ASOS will send the item and deduct the price from any refund owed if the requested product is available. Exchanges are only possible if the item has the same product code, and if the price is the same for all colour varieties. You can check availability by looking at the product page and viewing the options for sizes or colours. If the item is not in stock when ASOS receives your exchange request, then they will issue a refund instead. Bear in mind when you ask for an exchange that it may be outside of a sale window and any original discounts may no longer apply. If the different item that you want has a different product code, then you will have to place an order for it separately. You may also have to pay for delivery again. ASOS will send exchange items via the same delivery method to the same delivery address.
How to Return Wrong ASOS Orders
Sometimes, ASOS might make a mistake and send an item that you did not order. It may even be the right item, but in the wrong size or colour. Fill in the form on the returns note stating that the item is incorrect and that you would like a refund for this and then send it back to ASOS. You can then place another order for the item that you want if it is still in stock. Or if it is the same product, then specify on your returns form that it is incorrect and you would like an exchange for the correct size or colour that you originally asked for. If you discover a fault with an item, such as a defective zip or missing button, then contact ASOS as soon as you find this problem. Provide a description of the fault and whether you want to return the item for a refund or get a replacement. ASOS may ask you to return these faulty goods so that they can inspect them before issuing a refund or replacement. You should complain to ASOS about damage or faults within 14 days of receiving the item, ideally immediately after you notice the issue with it.