What is the ASOS returns policy?

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ASOS is a popular online beauty and fashion retailer based in the UK. As well as selling its own brand of accessories and clothing, ASOS also sells over 800 other brands. Selling both ladieswear and menswear, ASOS is a reliable retailer with an excellent returns policy.

Returns Policy For ASOS Customers Who Are Based In The UK

UK customers can return items that they have purchased back to ASOS without any hassles or difficulties. UK customers benefit from free returns as long as the items are returned within 28 days of the order being received and subject to the items remaining in their original condition with no wear or damage incurred. Customers must include their original order number on their returns note together with a note stating whether they require an exchange or a refund. Returns cannot be processed without providing these two pieces of information, so it is very important for customers to fully complete the returns form and remember to include it in their parcel. If the customer opts for an exchanged item instead of a refund, the replacement is sent to the original delivery address.

ASOS have a very generous returns policy and will usually accept all items. There is no need to return the item in its original bag or box, only secure packaging is necessary. Shoes, however, should be returned in their original box, and if possible, any tags should be left on the items. All items are inspected upon return and if an item is found to be in an inappropriate condition, the return cannot be accepted and the item may be returned back to the customer without an exchange or refund being given. If the customer wishes to exchange the item that they are returning, this is possible, however the replacement item must feature an identical product code to the product that was originally ordered. Should the customer want to exchange the item for one in a different colour, both items must have the same price in order for the exchange to be carried out. In the event that an exchange is requested but the item is no longer in stock, the customer will be given a refund instead. If the customer wishes to return the item for a refund, the amount given will be the same as the original price paid, and this includes any items purchased in a sale. If a refund is requested but the customer is unable to return the goods, a refund can only be issued at the company’s discretion. Swimwear and underwear cannot be returned if the original wrapping has been removed for reasons of hygiene.

What Return Options Are There For UK Customers?

There are seven different options to choose from when returning items to ASOS:

  • Return through a Collect+ location
  • Return through a Doddle store location
  • Return through a Hermes Parcel Shop location
  • Return via a Hermes courier collection between Monday and Saturday
  • Return through a Pass My Parcel store location
  • Return via a toyou or ASDA store
  • Return via the Royal Mail Post Office

The ASOS Returns Process

Usually, it takes around seven working days for the ASOS returns process to be completed, from the day the parcel is returned through to delivery to the warehouse. Once the return has been received and completed, the customer receives an email informing them that their exchange or refund has been processed, and this generally happens within one business day of the returned item being received at the warehouse. Refunds are issued automatically via the original order payment method, and this can take up to five working days for UK customers, depending on the payment method used.

ASOS Returns For International Customers

ASOS makes the process of returning goods for international customers simple and hassle free. The rules for international returns are very similar to those relating to UK returns. Any item can be returned within twenty eight days of the original order being received and a refund given to the customer simply by completing the returns form, putting it inside the parcel and posting it back to ASOS. All refunds are returned via the original payment method. It is important to pack all international returns items carefully to avoid damage in transit as all items are inspected upon receipt at the warehouse and any damaged items may not be accepted. International customers must bear the cost of returning the items to ASOS, and the company advise that customers use a postal service which offers the customer adequate insurance for the value of the item that is being returned as well as proof of postage.

Returning Faulty Items

If a customer has ordered an item from ASOS – and has spoken to ASOS customer services – which turns out to be damaged or faulty, the customer is advised to contact the company directly to address the issue. Customers in receipt of faulty goods should contact the customer contact centre with their order number, the name and number of the faulty item and a clear description of the fault that has been discovered. ASOS will get back to the customer as soon as possible and will replace the damaged or faulty item free of charge.

Returning Marketplace Orders To ASOS

If you have purchased an item from the ASOS Marketplace and subsequently wish to return the item, this can only be done by contacting the original seller.

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