Faulty or Incorrect item | ASOS Customer Care (2024)

FAQs

What to do if a company sends you the wrong item? ›

You can also call or email the company for details. You might receive an item that differs from the online listing. In this case, the seller is responsible for correcting the error at no extra charge or refunding your money.

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.

Please get in touch with our Customer Care team here and provide a photo of the faulty item, we'll be happy to help. Worn your favourite item one too many times? 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.

To create your return, simply log into 'My Account' and click 'Create Return' next to the order you're sending back. Don't forget to select 'incorrect item received' as your reason for return. Follow this link for more information on how to return an incorrect item within the US.

Yes you can sue them in small claims court in California up to $10k limits.

Thank you for your understanding and patience. Dear [Customer Name], First and foremost, we apologize for the mistake in your recent order #[Order Number] where you received the wrong product. We understand how frustrating this can be and appreciate the opportunity to make things right.

Your Rights When You Get Unordered Merchandise

By law, companies can't send unordered merchandise to you, then demand payment. That means you never have to pay for things you get but didn't order. You also don't need to return unordered merchandise.

If an item is returned to ASOS or an ASOS Brand Partner in an unsuitable condition (worn, damaged, etc.) or outside of the returns timeframe, ASOS or an ASOS Brand Partner won't be able to give you a refund. In the event that the item will be sent back to you, you may be asked to cover the delivery costs.

Are ASOS strict with returns? ›

Can I return an item after 28 days? As per our Returns Policy, we only accept returns within 28 days of your order being delivered or made available for collection. In this case, your refund will be issued to your original payment method.

Obviously, having the receipt and the original tags attached is helpful, but not always necessary. If you have removed the tags and/or lost the receipt, the clothing will have to be in perfect condition with no signs of wear, tears, wrinkles, or stretched-out areas for the store to consider accepting the garment.

When you receive a mistaken delivery, call customer service for the delivery company and explain the situation. Give them the tracking number on the package, as well as the name and address on the package if it's different from yours. The company will come and pick up the product within a reasonable time frame.

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

If the item you have received is not what you have ordered, you have the right to have this replaced with the correct product.

If you have a business relationship with a company, and they send you something mistakenly, they can bill you if you do not send it back. You will not win a lawsuit for fraud or similar unless you have no business relationship, or the company refuses to send you a return mailing label.

In some cases, a company will send you an item that you didn't purchase. This is called an “unsolicited good.” When you're sent an unsolicited good, you're within your rights to keep them. You have no obligation to send the item back or pay for it.

The recipient may treat the merchandise as an unconditional gift—and may use or dispose of the merchandise as he or she sees fit. The recipient also may refuse to accept delivery. Federal law states that the sender cannot send you a bill or collection notice for unordered merchandise.