ASOS Exchange Policy US | ASOS Customer Care (2024)

FAQs

ASOS Exchange Policy US | ASOS Customer Care? ›

We don't offer exchanges on orders- if you would like a different size or colour, please return your unwanted item and place a new order.

We're not able to offer an exchange on returned items and all returned items will be refunded once they've been received by our warehouse. If you need a different size or colour of an item, then you'll need to place a new order. All returned items will be inspected upon arrival.

Live Chat is open 07:00 - 23:59 Monday to Sunday. You'll see the chat button on our Help pages when someone from our Customer Care team is available to chat.

We're not able to offer an exchange on returned items and all returned items will be refunded once they've been received by our warehouse. If you need a different size or colour of an item, then you'll need to place a new order.

View your returns options here and select the country you're returning from. Please note - you'll need to cover the postage and any relevant duty costs yourself. It's a good idea to mark your parcel as 'returned goods' to avoid being charged any duties.

ASOS or an ASOS Brand Partner will inspect all returns. The return policy for orders sold and shipped by an ASOS Brand Partner is at the discretion of the brand. All items must be returned unworn/unused and in the same condition as when they were received in order for us to issue a full refund.

A return and refund policy is an agreement between customers and your business regarding returns and refunds. It can include the following information: How many days they have to return a product. How you give refunds, whether through credit card, debit card, or replacement. Who pays the shipping charges for returns.

After we refund you, it may take up to 10 working days for the refund to reach your account – this depends on your bank or card issuer. All refunds go to the original card used to pay for the order – we can't refund you to a different card.

We're really sorry if we've made a mistake with your refund! If this is the case please get in touch with our Customer Care team and we'll try and sort it out for you as soon as possible. Please make sure that you include your order number and any item details relating to the refund when you get in touch.

Does ASOS resell returned items? ›

Asos, meanwhile, says 97% of its products are resold on the site after inspection and, if needed, repair and cleaning.

You'll no longer receive a paper returns slip with your order. Instead, you'll need to create your return through your ASOS account. When you create a returns label via My Account, you'll be asked to select the items you're returning and the reason you're returning them.

In 2024, the brand has fallen out of style. March's results show an 18% drop in sales year on year for the first six months to 3 March, totalling an underlying pre-tax loss of £120m. Asos is blaming output.

If you return within 28 days of the item being delivered to you or available for collection, a refund will be issued to your original payment method. We may have deducted and retained $4.99 from your order in accordance with our Fair Use Policy (see here for further details).

If you're shopping via the App, you can update your country and currency by selecting the Settings cog on My Account. If you're shopping on our desktop site, simply click on the flag icon in the top right corner of the page and the currency for the country you've selected will show in the Currency section.

Use the 'Contact Us Now' button below or click here to chat to the team. Provide as much information as possible (for example your order number and ASOS registered email), so our team can help you straight away. Once they've received your query, the relevant team will get back to you as soon as possible.

Return your item within 28 days of it being delivered or available for collection (including sale items).

With faulty goods, you simply need to prove purchase. This could be the receipt, but any other legitimate record – such as a bank statement – should be fine. However, if you've no legal right but are simply utilising a store's return policy, then you'll need a receipt if that's what the policy says.

You can use any packaging you like – doesn't have to be the one you received your order in - as long as it's secure. Take your parcel and your QR code to your chosen drop off point and they'll take care of the rest.

Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded. Please note: we are unable to send replacements for faulty items. Remember that regardless of where your items were shipped from, you can follow our usual returns process.