BUYING A GIFT VOUCHER
Buying a Gift Voucher is very simple. All you need to do is decide who you want to send a voucher to, how much you want to spend and when you want your recipient to receive it.
You can choose a date up to 3 months in advance of your purchase date for your Recipient to receive their Voucher. We will take the payment and we will email them on that date using the email address you have given us.
Once your Recipient has been sent their voucher. Your Recipient will have 12 months to spend their Voucher on our site, using part or the entire value of the Voucher as payment.
Gift Vouchers are currently only available in Sterling. We will let our overseas customers know as and when Gift Vouchers become available in their own currency. Your order will be shown in £GBP at checkout and in confirmation emails, but any card payments you make will appear on your next bank statement in your own currency.
HOW DO I SEARCH FOR A PRODUCT?
There are a number of ways you can search for a product until you find exactly what you're looking for.
The most relaxing way to shop with us is to browse through the categories at the top of the web-page and then refine what you are looking for by clicking on each section, spilt into either product types (i.e. Jeans) or branded types.
Alternatively, if you know exactly what you want, just type in the product or brand into our search facility [top right of the Website] and we will find you everything related to your specific search.
Once you have found what you want, click 'add to shopping bag', and when you're done shopping, follow the on screen instructions to fill in your payment and delivery details. Easy.
Don't forget to check out our clearance section as it can be a fashion-gold mine!
DO YOU HAVE A CATALOGUE I CAN BUY FROM?
With over 500 new items every week, and thousands of items on the site at any one time, plus constantly changing fashion news, trend features and advice, it would simply be impossible for a paper catalogue to keep up.
Instead we prefer to focus our energy on providing our customers with a website where you can buy what you want when you want, 24 hours, 7 days a week and we believe that the images and catwalk give you a much more realistic view of the items you want.
If you are concerned about whether buying online is secure, please rest assured that as an online retailer we want you to have total peace of mind when shopping with us and that's why we invest time and money in making sure we use systems and software that protect your purchase.
I SAW A PRODUCT ON A CELEBRITY... CAN I BUY IT FROM YOU?
Just type the celebrity's name into our search engine, and we'll show you what we've got. We keep our eye on what the best dressed celebs are wearing, so chances are we'll have something similar.
It's also worth checking out asos today for some inspiration on celebrity fashion as it happens and You can sign up to receive our weekly newsletters and award winning magazine.
I HAVE BOUGHT SOMETHING BUT SEEN IT AT A DIFFERENT PRICE ON YOUR WEBSITE
As an online business we act much faster in adjusting our prices in response to fashion trends, stock and demand from customers. It's our general view not to refund the difference.
DO I NEED TO CREATE AN ACCOUNT TO SHOP WITH YOU?
Simple answer - yes.
Setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, regular newsletters, and (our favourite bit) exclusive discounts and special offers.
Just click on the type of item you want from the list on the left side of the screen, then refine your search according to colour, size, price or brand, until you find exactly what you're looking for (we're sure you will).
You can sign up right now, or you can start shopping straight away and set your account up when you check out, whichever suits you best.
Just follow the easy steps on screen and remember to have your payment and address details to hand.
PRICE PROMISE
WHAT IS PRICE PROMISE?
Price Promise is our commitment to you that if you see a branded (non-Asos) product cheaper on another website, we will match that price.
HOW DOES PRICE PROMISE WORK?
Simply let us know on which website you've seen it cheaper using the simple form on our contact us page. Once we've done a few checks we'll send you a discount code for the difference so that you can buy the product you want at the lower price; it's as simple as that.
Better still, even if you've already made your purchase and then you see the product cheaper on another website we'll give you a discount for the difference to use on your next Asos purchase! Just let us know within 28 days.
PRICE PROMISE TERMS AND CONDITIONS
We've tried to make it as straightforward as possible but there are some terms and conditions. All sales are subject to our main ASOS Terms and Conditions as well, and your personal data is still guaranteed by the ASOS Privacy Policy.
- Price Promise is only available on non ASOS own brand products that are available on www.asos.com.
- A Price Promise claim can be made before purchase or within 28 days of making your purchase.
- The product must be in stock and available to buy in the same colour and size on our competitor’s site.
- It must be full price and not reduced as part of a sale or promotion on our competitor’s site.
- Our competitor’s price must be displayed in £ sterling to enable us to make a price comparison.
- The discount code for the price difference will only be sent once we have verified the price.
- If you haven't already made your purchase the discount code will be valid to use on ASOS.com against the specific product being sold at a lower price on our competitor’s site.
- If you've already made your purchase, the discount code will be valid to use on your next ASOS purchase.
- Discount codes will be locked to your account so that they can only be used by you.
- We do not offer a Price Promise on goods sold on discounted websites or on delivery charges.
- Price Promise discounts cannot be used in conjunction with any other discount or offer.
- We reserve the right to finally determine whether a website constitutes a ‘competitor’s site’.
- We reserve the right to reject Price Promise claims that do not meet the above criteria.
- This offer may be withdrawn at any time without notice, although claims made before the withdrawal will still be honoured.
HOW DO I RETURN AN ITEM?
UK Customers
As an online business, we aim to provide a Returns service that is totally hassle-free for you.
From receipt, you have 28 days to decide if you want to return any item (this include all sale items) within your order. Just fill out the Returns Form enclosed with your order. Lost your returns note? Just click here
If you are a UK customer, there are 3 ways you can return your goods. You can either return your goods using our collection service , our new collect+ service or for both UK and International customers you make your own arrangements through any postal carrier.
Please note it is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or an exchange. Without these details we won't be able to take the action you want us to.
It can take up to 7 days for us to receive your return, depending on which postal service you use. However once we receive them, we will inspect and process the goods within 24 hours to ensure you receive what you want as quickly as possible.
So you are kept informed, we will send you an email confirming the action we have taken, as soon as we are confident the goods are in their original condition and the return has been allocated to your ASOS.com account.
Any refund will automatically be issued to the card used to make the original purchase and in the event, we are unable to provide a suitable replacement we will automatically refund you and let you know via email.
In all cases, the items returned must be in their original condition. All goods will be inspected on return and any item in unsuitable condition will be sent back to you.
For more information on our returns policy, just click here .
International Customers
As an online business, we aim to provide a Returns service that is totally hassle-free for you.
From receipt, you have 28 days to decide if you want to return any item (this include all sale items) for a refund. If a replacement size, colour or alternative items are required you will need to place a new order. Just fill out the Returns Form enclosed with your order. Lost your returns note? Just click here
Please note it is very important that when you return an item, we know the order number it relates to, your details and whether you want a refund or an exchange. Without these details we won't be able to take the action you want us to.
It can take up to 21 days for us to receive your return, depending on your location and which postal service you use. Please see below timeframes –
- Ireland - 10 days
- Europe – 14 days
- US – 10 days
- Rest of World – 21 days
Once we receive your returned parcel, we will inspect and process the goods within 24 hours to ensure you receive your refund as quickly as possible.
So you are kept informed, we will send you an email confirming the action we have taken, as soon as we are confident the goods are in their original condition and the return has been allocated to your ASOS.com account.
Any refund will automatically be issued to the card used to make the original purchase.
In all cases, the items returned must be in their original condition. All goods will be inspected on return and any item in unsuitable condition will be sent back to you.
For more information on our returns policy, just click here .
HOW DO I RETURN MY ORDER USING COLLECT+?
You can now return your ASOS order for free, via your local supermarkets, corner shops and newsagents, providing they offer the Collect+ service. There are over 3500 stores nationwide offering this service. Please click the link to find your nearest store: http://www.test.com
To make things even more convenient for you, Collect+ stores are open for over 9 hours a day, Monday to Saturday, with over 98% of the stores open 7 days a week.
All you need to do is complete the returns form provided with your order and enclose it with your parcel. Peel off the label on your Collect+ insert and stick it onto your parcel. Simply take your parcel to ANY of 3500 local stores offering Collect+ services, where you'll receive proof of postage and a code to track your return online. You can track your order using the code here: http://www.test.com
Your return will be processed within 10 working days of your ASOS.com goods being collected. For example, if you dropped the orders into a Collect+ store on Wednesday, you can expect your return to be processed by the following Friday.
If you have lost your Collect+ insert, please click here to print off a new one: http://www.test.com
OUR RETURNS POLICY
UK Customers
In addition to the Distance Selling Regulations, you can return any item within 28 days of receipt for a refund of that item or to exchange it for a different size or colour.
For returns made outside the Distance Selling Regulations, we will refund the monetary value of the goods returned to us, at the price you purchased them. This includes sale items.
Please note that in the interests of hygiene, items marked with a '+' next to the product name cannot be returned, unless they have remained in their original wrapping or are faulty.
In all cases, the items returned must be in their original condition, which includes tags and any packaging. For example, shoes are to be returned along with the original shoe box. All goods will be inspected on return.
The goods are your responsibility until they reach our Warehouse. Please ensure you package your return to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us in error.
Returns are free for UK customers. Click here to download a returns label or use the label on your delivery and returns note, enclosed with your goods. We recommend you obtain proof of posting. Our returns address is:
ASOS
Park Spring Road
Grimethorpe
BARNSLEY
S72 7GX
UK
We also accept cancelled orders under the Distance Selling Regulations – Please click here for more information
International Customers
In addition to the Distance Selling Regulations, you can return any item within 28 days of receipt for a refund. If a replacement size, colour or alternative items are required you will need to place a new order.
For returns made outside the Distance Selling Regulations, we will refund the monetary value of the goods returned to us, at the price you purchased them. This includes sale items.
Please note that in the interests of hygiene, items marked with a '+' next to the product name cannot be returned, unless they have remained in their original wrapping or are faulty.
In all cases, the items returned must be in their original condition, which includes tags and any packaging. For example, shoes are to be returned along with the original shoe box. All goods will be inspected on return.
The goods are your responsibility until they reach our Warehouse. Please ensure you package your return to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us in error.
For overseas customers click here to download a returns label or use the label on your delivery and returns note, enclosed with your goods.
We recommend you use a postal service that insures you for the value of the goods you are returning or obtain proof of posting. Our returns address is:
ASOS
Park Spring Road
Grimethorpe
BARNSLEY
S72 7GX
UK
We also accept cancelled orders under the Distance Selling Regulations – Please click here for more information
HOW DO I BOOK A COLLECTION SERVICE IN THE UK?
Please note that our collection service will not be available on Monday 29th August due to UK Public Holiday
Booking a collection to return your ASOS.com goods is easy and it costs just £2.95!
We will collect your goods anytime from 7am – 7pm, between Monday and Friday. All you need to do is choose a day and the address you want us to pick up from.
We can even pick up from work if you want us to. Just make sure the collection address is listed in your ASOS.com account so you can choose it when you come to order the collection.
You can pay for our collection service as you would normally pay for your orders with us. The only difference is that gift vouchers and discounts can't be used for this service.
If you order from us and change your mind, no problem – just give us at least 1 days notice [excluding weekends and bank holidays] and we will refund what you paid for the service.
We will need an address that our courier can access, and someone will need to be available to hand over the goods otherwise, we won't be able to pick anything up and you will still be charged the service.
Your return will be processed within 5 working days of your ASOS.com goods being collected. For example, if our courier picks up your goods on Wednesday, you can expect your return to be processed by the following Wednesday.
To book a collection click here
To cancel a collection click here
To see our Returns Policy click here
I HAVE LOST MY RETURNS NOTE
Don't worry if you've lost your returns note, click on the below link to access the relevant form and follow the instructions at the top of the note. Don't forget to include this with your parcel when you return your goods!
Download FREE UK returns note
Download Denmark returns note
Download France returns note
Download Ireland returns note
Download Rest Of World returns note
For USA returns note please contact customer care team here .
For Germany returns note please contact customer care team here .
I HAVE RECEIVED A FAULTY ITEM
We want all our customers to receive top quality goods so if you think there is a fault with an item you have received, please let us know straight away by contacting our Customer Care Team .
We will aim to resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault so we can resolve the issue for you.
Please include as many details as possible about the order and the problem with the goods and we will get an alternative sorted out for you.
I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER
If you have received an incorrect item in your order, let us know straight away by contacting our Customer Care Team . They will try and sort it out for you within the hour.
AN ITEM IS MISSING FROM MY ORDER
Sometimes we don't send everything you've ordered at the same time, so first of all, check your dispatch emails to see if any of your items will be arriving separately.
If your order has been sent separately then the delivery note will only state which items should be in that part of your order.
Please check the delivery notes from each part of your order to make sure you are not missing anything.
If something is missing then please get in touch with Customer Care .
HAS MY ORDER BEEN SHIPPED OUT YET?
As soon as your order is dispatched from our Warehouse, you will be sent an email to confirm that it's on its way.
Our Warehouse team works around the clock so you could receive the email in the day or the night.
From there it should be delivered within the timescale we advertise. If your order is trackable you can check it's progress by logging into your account HERE.
