I'M HAVING TECHNICAL ISSUES
If you're having problems accessing our website, we suggest that you have the latest
version of your operating system provider e.g. Windows, OSX etc
If you’re still having problems, contact
our Customer Care Team and include:
- As much detail as you can about the issue
- Screen shots of any error message you get
- Which web browser you are using (e.g. Internet Explorer, Firefox, Chrome, Safari
etc.)
- What you have done so far to try to resolve it
You may also want to check the Technical help here.
HOW DO I USE MY DISCOUNT/PROMO CODE?
Your discount/promo code has to be entered in the box which states ‘Promo code or
NUS Extra student number’ within the ‘Order Summary’ section.
Once you have entered the code, click on ‘Update’.
You must enter the discount/promo code when you are checking out as it can’t be
applied later.
There are some rules around discount/promos:
- Only one discount/promo code can be used per order
- Discount/promo codes cannot be used for gift vouchers (gift vouchers only available
in GPB)
- As our discount/promo codes vary as do the terms and conditions of each, so make
sure you check when you receive any discount/promo code.
MY PAYMENT HAS BEEN DECLINED
- Check the card details on your ASOS account to make sure the information is correct,
e.g. the expiry date or your billing address.
- Make sure you enter the security code correctly – that’s the three digit number
on the back of your card.
- Your card issuer may have declined your payment – as they don’t tell us the reason
for this, it’s best to check with them.
- If you’ve checked all of the above, try paying with another card.
If you’ve tried all these and are still having problems,
contact our Customer Care Team with as many details as you can about the
issue including any error messages and we’ll try to resolve it as soon as we can.
IS MY ORDER ON ITS WAY TO ME?
You'll receive a confirmation email from our warehouse once your order is on its
way, including the expected delivery date.
If your order is trackable, there will be a tracking link on the email. Simply click
on your tracking link to view the up-to-date tracking.
Make sure you check the expected delivery date on your email before contacting us
about your order.
I HAVE RECEIVED A FAULTY ITEM
We want to sort out any issues with faulty items straightaway.
If you discover a fault, please
contact our Customer Care team with the order number, the faulty item's
name and number, and a description of the fault.
We’ll get back to you within 6 hours and send you a replacement item as quickly
as we can.
I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER
We want to sort out any issues with incorrect items straightaway.
Please contact
our Customer Care team with the order number and the incorrect item's name and number.
We'll get back to you within 6 hours and resolve it for you as quickly as we can.
AN ITEM IS MISSING FROM MY ORDER
- We may have sent your items in separate parcels so please check your emails to see
if any of your items will be arriving separately.
- If your order has been sent in different parcels then each shipping note will tell
you the items you can expect to find inside. Please check the shipping notes from
each part of your order to make sure you're not missing anything.
- If an item is missing, please
contact our Customer Care team with the order number and the missing item's
name and number. We’ll get back to you within 6 hours and resolve it for you as
quickly as we can.
HOW DO I RETURN SOMETHING TO YOU?
- We want to give you a hassle-free way to return anything, so you can return any
item to us within 28 days of receiving your original order, including sale items.
- Its free! Just fill out the Returns Form enclosed with your order and use the label
provided to post back to us via USPS.
- You can make your own arrangements through any other carrier (there may be a charge
for this). The parcel remains your responsibility until it arrives with us, so remember
to ask for proof of postage if you choose to send it via another carrier, in case
it goes missing.
- The parcel remains your responsibility until it arrives with us, so remember to
ask for proof of postage in case it goes missing.
- Make sure the returns form is filled out with your order number and placed in your
returns parcel – we can’t process your return without these details.
- If you want a different size or color, or you want a different item, you will need
to place a new order.
- Have you lost your returns note or label? Just contact our Customer Care Team.
- We’ll send you an email as soon as we’ve received your return in its original condition
and apply your refund to your original payment method. This is usually done within
1 working day.
- Any refund will automatically be issued to the card you used to place the original
order. This typically takes 5-10 working days, dependent on your bank/card issuer.
- We try hard to accept all returns, and returns to us don’t need to be in the original
packaging. In the unlikely event that an item is returned to us in an unsuitable
condition, we may have to send it back to you.
- Did you order from ASOS Marketplace? If so, please contact the seller directly for
return address and instructions.
I HAVE LOST MY USA RETURNS NOTE
If you have lost your USA Returns note,
contact our Customer Care Team and they can create a new one for you and
email it over.
If you would like your return picked up by USPS,
contact us and let us know:
- The address you would like the parcel to be pickked up from
- The date you would like the pick-up to take place (Monday - Saturday).
- If you’re not around, where the package will be left for USPS to collect.
The collection will occur during local USPS mail hours (Monday-Saturday).
Did you order from ASOS Marketplace? If so, please contact the seller directly for
return address and instructions.
HAVE YOU RECEIVED MY RETURNED ITEMS?
- Don’t worry as soon as your return has been received and checked by our warehouse,
we'll email you to let you know.
- In the unlikely event that you haven’t received an email within 10 days of returning
your items contact
our Customer Care Team and we'll get back to you within 6 hours.
- Make sure you let us know your original order number, which items you have returned
and any delivery reference numbers (i.e. from a carrier) when you contact us.
HAVE YOU GOT A CATALOGUE?
We don’t have a catalogue. With thousands of items to choose from and hundreds added
every week, it would be impossible to keep up if we did.
Instead we put all our energy into providing you with a website where you can shop
24 hours, 7 days a week, where we can show you what the clothes look like both in
pictures and catwalk videos.
Worried about buying online? Rest assured we invest time and money to make sure
we have the systems and software that protect you and your purchases.
IS IT SAFE TO ORDER ONLINE?
Safer than it's ever been. We use one of the most secure online ordering systems
on the market, and are constantly researching and improving our software to make
sure we offer the highest possible security at all times Also, we are a senate member
of IMRG, the leading industry body for global online retailing, which promotes the
highest possible industry standards and best practices, to ensure honest and truthful
online transactions.
We utilize industry-standard Secure Sockets Layer (SSL) technology to allow for
the encryption of potentially sensitive information such as your name, address and
other critically sensitive information like your credit card details. Information
passed between your computer and our website cannot be read in the event someone
else intercepts it. This technology includes the following features:
- Authentication - this assures your browser that your data is being sent to the correct
computer server, and that the server is secure
- Encryption - this encodes the data, so that it cannot be read by anyone other than
the secure server
- Data Integrity - this checks the data being transferred to ensure it has not been
altered
In the unlikely event of unauthorised use of your card you must report the incident
immediately to your credit card provider in order to qualify for security protection.
DO I HAVE TO CREATE AN ACCOUNT TO SHOP WITH YOU?
Yes you do, but it’s simple to do and allows you to order easily without having
to filling in your details every time you shop with us.
You will also receive benefits such as order tracking, regular newsletters, and
exclusive discount/promos and special offers.
You can join now, or you can start shopping straight away and set up your account
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.
HOW DO I SEARCH FOR AN ITEM?
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, split 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 cart', and when you're
done shopping, follow the on screen instructions to fill in your payment and shipping
details. Easy.
SIZE GUIDES / CARE INSTRUCTIONS
We never want to send you something that doesn't fit properly.
Check out our women's and men's size guide for measurements, fitting tips, washing
tips - everything to make sure it fits perfectly and stays looking great.
CARE GUIDE
Do
Always read the care label and washing instructions before washing your clothes.
Arrange your laundry into groups with similar wash care instructions and organize
into whites, darks and colors.
The care label washing temperature is the highest permitted temperature. But if
you are unsure, always wash at a lower temperature rather than higher.
Rinse swimwear immediately after use and do not wring.
Turn garment inside out before washing.
Don't
Do not use too much detergent.
Do not use fabric detergents which contain bleach.
Do not tumble dry garment unless indicated on the care label.
Do not iron prints, trims or embellishments.
Do not leave garments with white and contrast colored panels soaking for prolonged
periods.
Garments with metal trims should not be left to soak.
Footwear
We recommend treating suede and nubuck with an appropriate protector before wear.
A suede brush will help to keep the nap raised and the suede looking new.
If your shoes get wet, stuff them with newspaper and dry naturally, away from a
direct heat source. This will prevent the outer materials drying out and cracking.
Unless otherwise stated, trainers and canvas shoes should not go in the washing
machine.
If they get dirty, let them dry and remove the excess dirt with a clean brush or
cloth.
For heeled products, check top pieces (heel tips) regularly. When they start to
wear down take them to a good shoe repair shop and have them replaced to avoid slipping
or causing further damage to your shoes.
When purchasing leather products from ASOS please remember that it is a natural
product and some variations between pairs in terms of color and finishes may occur.
CAN YOU GIVE ME MORE INFORMATION ABOUT YOUR PRODUCTS?
We try to give you as much useful info as we can about all our products, including:
- A detailed description
- Lots of pictures
- A catwalk video
- How the sizing works
- How to care for your item
If there is other information you feel should be available, let us know.
THE ITEM I WANTED WAS OUT OF STOCK, WILL YOU BE GETTING MORE?
We don't currently have the facility to let you know if or when an item is due back
in stock. As we like to offer you new and exciting products regularly we don't tend
to restock a lot of our items again.
We are always looking at improving your shopping experience so if this changes,
we’ll let you know.
You could also look for something similar – all you need to do is type a description
or trend into the search box on our website. You can narrow down the selection by
using our ‘Refine By’ section on the left hand side of the screen. Our New In section
includes all our latest items, so it’s always worth a look!
HOW DO I USE MY DISCOUNT/PROMO CODE?
Your discount/promo code has to be entered in the box which states ‘Promo code or
NUS Extra student number’ within the ‘Order Summary’ section.
Once you have entered the code, click on ‘Update’.
You must enter the discount/promo code when you are checking out as it can’t be
applied later.
There are some rules around discount/promos:
- Only one discount/promo code can be used per order
- Discount/promo codes cannot be used for gift vouchers (gift vouchers only available
in GPB)
- As our discount/promo codes vary as do the terms and conditions of each, so make
sure you check when you receive any discount/promo code.
CAN I USE MORE THAN ONE DISCOUNT CODE?
You can only use one discount/promo code per order. Click here to find out how to
use your discount/promo code.
HOW CAN I PAY?
You can use any of the cards listed below to pay for your order. Your details are
safe with us as we take security very seriously indeed.
We also take fraud very seriously so all credit and debit card holders are subject
to validation and authorization by both us and the card issuer.
WHAT CURRENCIES CAN I USE?
You can pay using various currencies. If you choose a currency from the list in
the top right corner of the page, all our prices will be displayed in that currency.
WHEN WILL I BE CHARGED?
If your card is authorized, payment will be taken immediately, and you will receive
an email confirming that your order has been successful.
If your card is not authorized, payment will not be taken, and we'll email to let
you know why your bank or card issuer wouldn't authorize the payment.
Please remember that even if a payment isn’t authorized, it may look like ASOS has
taken the money as some card issuers may still reserve the money, for a short period
of time.
MY PAYMENT HAS BEEN DECLINED
- Check the card details on your ASOS account to make sure the information is correct,
e.g. the expiry date or your billing address.
- Make sure you enter the security code correctly – that’s the three digit number
on the back of your card.
- Your card issuer may have declined your payment – as they don’t tell us the reason
for this, it’s best to check with them.
- If you’ve checked all of the above, try paying with another card.
If you’ve tried all these and are still having problems,
contact our Customer Care Team with as many details as you can about the
issue including any error messages and we’ll try to resolve it as soon as we can.
CAN I AMEND MY ORDER?
We are unable to amend any part of your order or change the delivery or payment
method once your order is complete.
You may be able to cancel your order – click here to see how.
CAN I CANCEL MY ORDER?
You have up to 30 minutes to cancel your order from the time your order is completed.
If you’re not sure, click here
to sign in to your account. Look at your last order – if the button next to it says
‘Cancel/View’, you still have time to cancel it by clicking that button. The status
will change to ‘Canceled’.
When you place an order with ASOS, the funds are reserved for us - we don't actually
take the money until your order has been confirmed and sent to our warehouse. If
you cancel your order, we don't take the money however it may take up to 10 days
for your bank or card issuer to make your funds available to you again.
If the 'Cancel/View' button is not available, it's too late for you or our Customer
Care team to cancel your order. You can return your order to us once you've received
it. For more information on how to return your order
click here.
The UK Distance Selling Regulations advise you have seven working days to cancel
the contract for your order with us and we will issue you with a full refund. Click here for more details.
HOW DO I CANCEL MY ORDER UNDER THE DISTANCE SELLING REGULATIONS?
The UK Distance Selling Regulations advise you have 7 working days to cancel the
contract for your order with us and we will issue you with a full refund.
The 7 working days starts from the day after you receive your order.
We need written confirmation of cancellation from you, so you’ll need to
contact us quoting your order number.
If you have already received your order, you will need to return all the items.
The items must be in their original condition and will be inspected once we have
received them.
We try hard to accept all returns, and returns to us don’t need to be in the original
packaging. In the unlikely event that an item is returned to us in an unsuitable
condition, we may have to send it back to you.
If we do not receive the canceled order back, we may arrange to have them collected
at your cost.
DO YOU HAVE AN ETHICAL SOURCING POLICY?
We have a responsibility to our customers, colleagues and supply partners to ensure
that the items sold on asos.com are produced under acceptable conditions and in
an ethical way. This means that they must have been produced:
- Lawfully, through fair and honest dealing;
- Without exploiting the people who made them;
- In decent working conditions and;
- Without damaging the environment
We were pleased to have been accepted as members of the Ethical Trade Initiative
in March 2009. For more information please see
www.asos.com/Code-of-Conduct and www.ethicaltrade.org
and if you would like to know more about our work in this area, please contact us
at csr@asos.com
DO I HAVE TO CREATE AN ACCOUNT TO SHOP WITH YOU?
Yes you do, but it’s simple to do and allows you to order easily without having
to filling in your details every time you shop with us.
You will also receive benefits such as order tracking, regular newsletters, and
exclusive discount/promos and special offers.
You can join now, or you can start shopping straight away and set up your account
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.
HOW DO I CHANGE DETAILS ON MY ASOS ACCOUNT?
You can log in to your account anytime. Once you are logged in you can change your:
- Password
- Email address
- Delivery address
- Payment card details
It’s worth checking every once in a while just to make sure we have the right details
for you.
CAN I SIGN UP FOR THE ASOS NEWSLETTER?
Yes you can and it’s really easy to do! There are two ways to register for the newsletter:
Click here to set up an account
with us. This also means when you are ready to start shopping, you will have a head
start.
Or you can sign up here via the homepage.
HOW CAN I PAY?
You can use any of the cards listed below to pay for your order. Your details are
safe with us as we take security very seriously indeed.
We also take fraud very seriously so all credit and debit card holders are subject
to validation and authorization by both us and the card issuer.
WHAT CURRENCIES CAN I USE?
You can pay using various currencies. If you choose a currency from the list in
the top right corner of the page, all our prices will be displayed in that currency.
WHEN WILL I BE CHARGED?
If your card is authorized, payment will be taken immediately, and you will receive
an email confirming that your order has been successful.
If your card is not authorized, payment will not be taken, and we'll email to let
you know why your bank or card issuer wouldn't authorize the payment.
Please remember that even if a payment isn’t authorized, it may look like ASOS has
taken the money as some card issuers may still reserve the money, for a short period
of time.
MY PAYMENT HAS BEEN DECLINED
- Check the card details on your ASOS account to make sure the information is correct,
e.g. the expiry date or your billing address.
- Make sure you enter the security code correctly – that’s the three digit number
on the back of your card.
- Your card issuer may have declined your payment – as they don’t tell us the reason
for this, it’s best to check with them.
- If you’ve checked all of the above, try paying with another card.
If you’ve tried all these and are still having problems,
contact our Customer Care Team with as many details as you can about the
issue including any error messages and we’ll try to resolve it as soon as we can.
CONTACTING ASOS
Click
here for more info.
CAN I CONTACT YOU IF I'M NOT THE ASOS ACCOUNT HOLDER?
We’re happy to hear from anyone who has a general query about shopping with ASOS,
however if you are contacting us about an order or an account then you do need to
be the ASOS account holder.
We also ask that you use the email address that you registered with us so we can
verify your details
I’M HAVING PROBLEMS ACCESSING YOUR WEBSITE
We suggest that you have the latest version of your operating system provider e.g.
Windows, OSX etc.
If you’re still having problems,
contact our Customer Care Team and include:
- As much detail as you can about the issue
- Screen shots of any error message you get
- Which web browser you are using (e.g. Internet Explorer, Firefox, Chrome, Safari
etc.)
- What you have done so far to try to resolve it
I CAN’T SEE THE CATWALK VIDEOS
If you’re having trouble viewing the catwalk videos, make sure you have the latest
version of Adobe Flash Player from www.adobe.com.
You must have at least version 9 installed.
If after this you’re still having problems,
contact our Customer Care Team and include:
- As much detail as you can about the issue
- Screen shots of any error message you get
- Which web browser you are using (e.g. Internet Explorer, Firefox, Chrome, Safari
etc.)
- What you have done so far to try to resolve it
ITEMS HAVE DISAPPEARED FROM MY SHOPPING CART
If you’ve added something to your shopping cart, it will be reserved for 60 minutes.
After 60 minutes it will be removed so other customers can buy it.
If you find something has disappeared within 60 minutes, this may be because you
are using the ‘back’ button on your browser to navigate. Instead, use the grey ‘continue
shopping’ button on the shopping bag page.
If you’re still having problems, try deleting the cookies on your system. Simply
go to the Tools tab on your internet browser, and select Internet Options. Find
the tab that allows you to delete cookies and click OK.
If after this you’re still having problems,
contact our Customer Care Team and include:
- Screen shots of any error message you get
- What you have done so far to try to resolve it
I CAN’T SIGN INTO MY ACCOUNT
You must sign into your account before you can shop with us or if you want to see
or track your orders.
If you receive a message that says your email address/password isn’t recognized,
follow the steps below:
- Make sure you are using the same email address and password you registered with.
- If you can't remember your password, click on the "forgotten password" link on the
sign in page. You'll be prompted to enter your email address and we'll send you
an email with a link that will allow you to create a new password for your account.
- If you enter your email address and/or password incorrectly three times, your account
will be locked for 30 minutes.
- If after this you still can’t sign in,
contact our Customer Care Team giving as much detail as you can about the issue
including screen shots of any error message you get and what you’ve done so far
to try to resolve it.
I DON’T SEEM TO BE RECEIVING MY EMAILS/NEWSLETTERS FROM YOU
After you sign up and place an order, you should receive a variety of emails from
us, which include ASOS newsletters, Order and Return Confirmation emails and any
responses from our Customer Care team.
There may be a number of reasons you’re not getting these from us.
- Your email software may be marking our emails as junk mail. To stop this from happening,
please add 'info@newsletter.asos.com' to your email address book.
- Make sure you typed in the correct email address when you signed up with us. Just
sign in to your account (if
you can remember which email address you used) to check this.
- If after this you are still having trouble,
contact our Customer Care Team giving as much detail as you can about the issue
and we will try our best to help.
IS IT SAFE TO ORDER ONLINE?
Safer than it's ever been. We use one of the most secure online ordering systems
on the market, and are constantly researching and improving our software to make
sure we offer the highest possible security at all times Also, we are a senate member
of IMRG, the leading industry body for global online retailing, which promotes the
highest possible industry standards and best practices, to ensure honest and truthful
online transactions.
We utilize industry-standard Secure Sockets Layer (SSL) technology to allow for
the encryption of potentially sensitive information such as your name, address and
other critically sensitive information like your credit card details. Information
passed between your computer and our website cannot be read in the event someone
else intercepts it. This technology includes the following features:
- Authentication - this assures your browser that your data is being sent to the correct
computer server, and that the server is secure
- Encryption - this encodes the data, so that it cannot be read by anyone other than
the secure server
- Data Integrity - this checks the data being transferred to ensure it has not been
altered
In the unlikely event of unauthorised use of your card you must report the incident
immediately to your credit card provider in order to qualify for security protection.
HOW DOES YOUR SHIPPING SERVICE WORK?
We know how important it is to receive your goods when you expect them, especially
if you have ordered something for a specific occasion, and we use a large network
of couriers to deliver goods from ASOS.com to all over the world.
We allocate the courier we believe will deliver your order to you in the quickest
time depending on the size and weight of your parcel.
You can review our shipping options in more detail so you choose the one that best
suits what you need.
WHAT IS US STANDARD SHIPPING?
f
If you choose US Standard Shipping:
- It's free!
- Your parcel will arrive within 6 working days (excluding weekends and public holidays)
after you place your order.
- Delivery to Alaska, Hawaii, Puerto Rico, Virgin Islands, Guam and APO/FPO address
can take up to 20 working days.
- Orders over $200 may be subject to customs clearance which can cause a delay to
you receiving your parcel.
- Order tracking is available for USPS shipping. You’ll receive a confirmation email
once your order is on its way. The tracking will update 3 working days after your
order has been shipped. Simply click on your tracking link to view the up to date
tracking
- Your order may arrive anytime between 7am and 9pm.
- If you're not in when your parcel arrives, USPS will leave your parcel in your mailbox
or on your porch. If this isn’t possible, it will be left at your local post office
and they’ll leave you a card to tell you where it is.
- Deliveries are not made on public holidays, so you can expect your order to arrive
the next working day.
Please note that we base our delivery timeframes around the UK calendar, which means
that during the UK bank holiday period, you’ll need to add an additional 1 working
day to your estimated delivery time for each UK bank holiday. To find out the estimated
delivery timeframe to your country, please click
here (and remember to add any UK holidays which are mentioned above onto
the timeframe stated).
WHAT IS US EXPRESS SHIPPING?
If you choose US Express Shipping:
- It costs $12.
- Your parcel will arrive within 2 working days (excluding weekends and public holidays)
after you place your order.
- Orders must be placed before 7pm EST/ 4pm PST to benefit from the 2 day delivery service
- Orders over $200 may be subject to customs clearance which can cause a delay to
you receiving your parcel.
- You’ll receive a confirmation email once your order is on its way. Simply click
on your tracking link to view the up to date tracking.
- Your order will be delivered by Fedex and may arrive anytime between 7am and 9pm
and a signature may be required on receipt of your order.
- If you're not in when your parcel arrives, a card will be left telling you how to
pick up your order or rearrange delivery.
- Deliveries are not made on public holidays, so you can expect your order to arrive
the next working day.
Please note that we base our delivery timeframes around the UK calendar, which means
that during the UK bank holiday period, you’ll need to add an additional 1 working
day to your estimated delivery time for each UK bank holiday. To find out the
estimated delivery timeframe to your country, please click here (and remember to
add any UK holidays which are mentioned above onto the timeframe stated).
INTERNATIONAL DELIVERY INFORMATION
- International shipping is charged on a flat rate basis, regardless of the weight
of your order.
- Standard and express delivery services are available for most of the countries that
we ship to. Once you have entered the delivery address, you' be able to see the
available delivery services.
- Tracking is available on some standard delivery services and on all express delivery
services. You will receive a confirmation email from our warehouse once your order
is on its way to you, with a tracking link for your parcel so you can follow its
journey.
- Shipping costs are calculated automatically at the checkout page when both the destination
and delivery service are selected.
- Click here
to find out more about international delivery times and costs.
- Our carriers deliver during normal business working hours and may require a signature
on receipt, so we suggest your order is delivered to a work address rather than
a home address.
- Your order will be sent out via the most suitable carrier, dependent on size and
weight.
- Any customs or import duties are charged once the order reaches its destination
country and must be paid by the recipient of the order. We have no control over
these charges and cannot predict what they may be.
- Customs policies vary widely from country to country - we'd recommend that you contact
your local customs office for further information. Where customs charges are due,
this may impact the time it takes your parcel to reach you.
- Once your order has arrived in your country, it will be passed on to an internal
postal service, according to standard delivery procedures.
- If you are not in when your parcel arrives, the carrier will leave a card telling
you where it is. It might be left in a safe place or there will be details on how
to pick up your order or rearrange delivery.
- Please be advised that on any public holiday dates in your country, deliveries will
not be made. In this instance, please expect your order to arrive the next business
day.
Please note that we base our delivery timeframes around the UK calendar, which means
that during the UK bank holiday period, you’ll need to add an additional 1 working
day to your estimated delivery time for each UK bank holiday. To find out the estimated
delivery timeframe to your country, please click
here (and remember to add any UK holidays which are mentioned above onto
the timeframe stated).
INTERNATIONAL SHIPPING DESTINATIONS
See popup for details.
DO YOU DELIVER TO WORK ADDRESSES?
We can deliver to your permanent residential address or your place of employment.
If you want your delivery to reach you at work, you need to be confident that someone
will be there to take receipt of the goods as the courier will deliver to the place
not the person. Is your place of employment at a PO Box address? Click
here for further information.
DO YOU DELIVER TO APO/FPO?
We currently deliver to APO addresses with our Standard Delivery option. This service
takes up to 20 working days for the parcel to be delivered.
IS MY ORDER ON ITS WAY TO ME?
You'll receive a confirmation email from our warehouse once your order is on its
way, including the expected delivery date.
If your order is trackable, there will be a tracking link on the email. Simply click
on your tracking link to view the up-to-date tracking.
Make sure you check the expected delivery date on your email before contacting us
about your order.
CAN I TRACK MY ORDER?
For standard shipping tracking is available 3 days after your order's been shipped
via the tracking link on your confirmation email.
For Express shipping tracking is available via the tracking link on your confirmation
email.
WHAT HAPPENS IF I'M NOT IN WHEN MY ORDER ARRIVES?
If you have chosen US Standard shipping and you're not in when your parcel arrives,
USPS will leave your parcel in your mailbox or on your porch. If this isn’t possible,
it will be left at your local post office and they’ll leave you a card to tell you
where it is.
If you've chosen US Express shipping and you're not in when your parcel arrives,
a card will be left telling you how to pick up your order or rearrange delivery.
MY ORDER HASN’T ARRIVED YET?
If your order has not arrived by the estimated delivery date, we're here to help.
Before getting in contact with us, have you tried:
- Checking the tracking link via your confirmation email to view the up to date tracking.
- Signing into My Account to check we have the correct delivery address for your order
and your contact details are up to date.
- Checking if you have an attempted delivery card from one of our carriers. Your parcel
may be awaiting collection at a local Post Office or delivery depot, or you may
need to arrange redelivery.
- The driver may have left your parcel somewhere safe such as your porch.
If you still can't find your parcel, please email us using the contact us form and
quote your order number. We'll reply within six hours and do our best to locate
your parcel straightaway. If it can't be found, we'll arrange a refund for you.
CAN I AMEND MY DELIVERY DETAILS?
We are unable to amend any part of your order or change the delivery or payment
method once your order is complete.
You may be able to cancel your order – click here to see how.
WILL I BE CHARGED CUSTOMS AND IMPORT CHARGES?
ASOS will pay customs and import duties for all orders delivered into the US.
Should you be asked to pay these by the local shipping company, please retain proof
of payment and contact
our Customer Care Team who will be happy to refund you. Orders to the US over $200
might be subject to customs clearance which may cause a delay to your shipping.
Countries where customs or import duties are liable will be indicated at checkout
along with the value limit at which duty is payable.
Once your parcel has arrived in your country, it will be passed on to an internal
postal service, according to standard shipping procedures.
Please note, if you are a retail or wholesale customer, ASOS will not be responsible
for the customs and import duty charges.
SALES TAX
Sales tax is not included in our prices for customers outside of the EU.
I HAVE BEEN CHARGED BY US CUSTOMS
We are now covering all import duties on US orders. This should be managed automatically
but if you are charged, please keep a proof of payment and contact our Customer
Care team who will arrange a refund of these charges.
Please note this is a promotional offer only and is subject to change.
THE CUSTOMER CARE TEAM?
We aim to making shopping with ASOS easy and simple, but we know that you may have
some questions so we’ve developed our Help and Contact area to help.
Hopefully, you will find the answers you are looking for. However, if you need to
contact us, we’re here 24 hours a day, 7 days a week and you can email us via 'Contact Us'.
We’ll let you know your query has been received, and will get back to you with an
answer within 6 hours.
Alternatively you can use:
- Facebook via ASOS
- Twitter via @ASOS_HeretoHelp
Be sure to include as much information as possible in your email, post or tweet
so we can investigate and get back to you quickly.
ASOS BLOGS
ASOS Blogs is a place for anyone who loves fashion to talk about style, shopping,
and of course ... ASOS! The Community is made up of forums, groups, blogs and profiles
so you can make this space all about you – your opinions, your ideas, your taste,
your life.
If you have any other questions about ASOS Blogs, please click here
PRESS AND MEDIA RELATIONS
For all press and media relations enquires, please contact the PR team using
press@asos.com.
For international requests, please email
internationalpress@asos.com.
You can also use these email addresses to enquire about our extensive press sample
loans service for journalists and stylists.
For print ready seasonal PR images, please visit
www.prshots.com/asos.
PARTNERSHIP / COMMERCIAL INQUIRIES
For all commercial and partnership inquiries please email
media@asos.com
GENERAL MARKETING
For any advertising or promotional opportunities please email
marketing@asos.com
I AM A SUPPLIER
Please contact us if you are interested
in selling your products on ASOS.com and specify what product groups you represent,
e.g. Mens, Womens, Beauty or Outlet.
CORPORATE SOCIAL RESPONSIBILITY
For information and inquiries about our Corporate Social Responsibility work and
/ or Ethical Sourcing Policies, please contact csr@asos.com
What is ASOS Fashion Finder?
ASOS Fashion Finder is the place to shop the best fashion trends, gain inspiration
for that killer outfit for that special occasion, share ideas, be a part of our
creative community and much more…
You can also create your own personal style portfolio by creating outfits, uploading
looks, plus you can enter competitions and compare style ideas with other fashion
fans from around the world.
You can find ASOS Fashion finder by clicking on Outfits & Looks on the ASOS.com
homepage or click here, enjoy!
HOW DO I BECOME PART OF ASOS FASHION FINDER?
To become part of our creative community simply go to the
ASOS Fashion Finder home page and click on ‘join’.
You can create an account via your Facebook or Twitter account, meaning you don’t
need to create and remember a new password. Plus, you won’t need to validate your
account, it will validate automatically, meaning you can comment, vote and upload
right away. (Don’t worry we won’t post anything to your profile or connect with
any of your friends without your permission).
If you’d prefer to sign up via your current email address, no problem. You’ll just
need to validate your account by clicking on the validation link once you have logged
into ASOS Fashion Finder. You must validate your account before being able to vote,
comment and upload. For more details on validating your account check out on
FAQs.
DO I NEED TO SIGN UP AGAIN IF I AM ALREADY AN ASOS.COM CUSTOMER?
You do but it’s easy!
Simply go to the ASOS
Fashion Finder home page and click on join.
You can create an account via your Facebook or Twitter account, meaning you don’t
need to create and remember a new password. Plus, you won’t need to validate your
account, it will validate automatically, meaning you can comment, vote and upload
right away. (Don’t worry we won’t post anything to your profile or connect with
any of your friends without your permission).
If you’d prefer to sign up via your current email address, no problem. You’ll just
need to validate your account by clicking on the validation link once you have logged
into ASOS Fashion Finder. You must validate your account before being able to vote,
comment and upload. For more details on validating your account check out on
FAQs.
If you are signing up for the first time:
CAN I SIGN UP WITH FACEBOOK OR TWITTER?
You certainly can!
When you sign up to ASOS Fashion Finder with Facebook or Twitter, not only do you
get all the benefits of Fashion Finder but you also get the opportunity to share
it with your friends on Facebook and Twitter.
All this with the added bonus of not needing to remember another password and once
you have signed up you only need to click the ‘Connect with Facebook’ button and
away you go.
Click the ‘Join’ link in the header and select Facebook or Twitter logo
You’ll get a pop up box asking you to log into your Facebook or Twitter account
(if you aren’t already logged in).
Facebook and Twitter will ask your permission to let us access some of your basic
information.
We’ll ask you to input a screen name (what you would like to be called on Fashion
Finder) and if we haven’t collected your email address from Facebook or Twitter,
you’ll need to let us know that as well.
WILL FACEBOOK FRIENDS SEE EVERTHING I AM DOING ON FASHION FINDER?
No, this doesn’t happen automatically, they will only see what you choose to share
with them.
WILL MY TWITTER FOLLOWERS SEE EVERYTHING I AM DOING ON FASHION FINDER?
No, this doesn’t happen automatically, they will only see what you choose to share
with them.
I’VE FORGOTTEN MY ASOS FASHION FINDER ACCOUNT PASSWORD?
Don’t worry, we can send you an email to remind you what your password is.
Just click on ‘Forgot your Password’ on the login page, enter your email address
and click ‘submit’
If you’re still having login problems, contact
Fashion Finder Support.
CAN I CHANGE MY PASSWORD?
You can change your password, your email address or any of your other details at
any time just by visiting your profile page and clicking on the 'Edit My Info' button.
WHY CAN’T I UPLOAD IMAGES ONTO MY FASHION FINDER ACCOUNT?
If you sign up to ASOS Fashion Finder using an email account, you will need to validate
before you can upload images and looks. You can validate one of two ways:
We will send you a welcome email with a validation link. You need to click on the
validation link or copy and paste it directly into your internet browser.
Alternatively you can validate your account via your Facebook or Twitter account.
This is in place purely for your protection; it proves that you have actually made
the request to join, and that the images you are uploading are really from you.
If you haven't received this email it is possible that it may have gone into your
spam or junk folder. If you still can't find it, you can trigger another email by
clicking the 'Resend welcome email' link on your profile page.
The easiest way to avoid validation issues is to register via your Facebook or Twitter
account.
If you're still having problems please contact
Fashion Finder Support.
I HAVEN’T RECEIVED A VALIDATION EMAIL
If you signed up via Facebook or Twitter your account will be automatically be validated.
If you signed up via email it’s possible that the validation email may have gone
into your spam or junk folder.
If you still can't find it, you can trigger another email by clicking the 'Resend
welcome email' link on your profile page.
If you're still having problems please contact
Fashion Finder Support.
HOW DO I FOLLOW MY FRIENDS ON ASOS FASHION FINDER?
Social networking on ASOS Fashion Finder allows you to connect with and follow other
members who inspire you. You can follow another ASOS Fashion Finder member by visiting
their profile and clicking ‘Follow’. You can also follow someone via one of their
outfit or look pages.
The list of members you follow will appear on your profile, alongside a list of
members who follow you. The activities of members you follow will appear in the
mini-feed on your profile page to keep you up-to-date with the goings-on in their
world.
You can follow and unfollow members as much as you like. You will be alerted when
you have a new follower.
For more information on how to follow members on ASOS Fashion Finder check out our
FAQs.
I’M HAVING TROUBLE EDITING MY PROFILE
Check out the FAQs
section on privacy settings and editing your personal profile.
If you're still having problems please contact
Fashion Finder Support.
HOW CAN I TELL YOU ABOUT INAPPROPRIATE CONTENT ON ASOS FASHION FINDER?
We’ve put together some
Community Guidelines we ask all our members to follow.
These guidelines make sure you enjoy being part of the ASOS Fashion Finder community,
have fun whilst staying safe and makes sure everyone is treated with respect.
To report any inappropriate content, including issues of copyright, please click
the “Report” button on the content or contact us on
Fashion Finder Support. For more information on what is classed as inappropriate
content check out our
Community Guidelines.
HOW CAN I ENTER AN ASOS FASHION FINDER COMPETITION OR FIND OUT MORE?
ASOS Fashion Finder has many fun and exciting competitions for you to get involved
in. Click here for a list of our current
competitions.
If you have won a competition or need more information on competitions please check
out our FAQs.
Alternatively, please contact
Fashion Finder Support.
I’M A BLOGGER, HOW CAN I GET INVOLVED WITH ASOS FASHION FINDER?
If you’re a blogger there are lots of ways get involved and promote your blog on
ASOS Fashion Finder.
You can add your blog URL and Twitter URL to your profile. This will show on all
your looks and outfits and will give your followers a useful link back to your blog.
You can also add the ASOS Fashion Finder blogger widget to your blog. Click on the
‘Blog-Widgets’ tab on your profile, pick your design and copy and paste the link
to your blog. Your ASOS Fashion Finder profile will be just a click away for your
blog followers.
Finally, you can take part in editorial features. We continually run editorial features
targeted specifically at bloggers in our community, such as
Spotlight and the
Blogger Style Challenge. Be sure to upload plenty of on-trend looks
to be considered for these features.
For more information, contact
Fashion Finder Support or check out our
FAQs.
WHAT IS CONSUMER DIRECT?
Consumer Direct is the government-funded telephone and online service offering information
and advice on consumer issues.
Consumer Direct is funded by the Office of Fair Trading and delivered in partnership
with Local Authority Trading Standards Services.
Click here for more information
RESPONSIBLE RECYCLING OF ELECTRONICS
UK Waste Electrical and Electronic Equipment (WEEE) Regulations.
Recycling electrical and electronic products – what you need to know.
For ASOS customers this means hair straighteners and watches.
Q. What are ASOS.com's obligations according to the WEEE Directive?
As a distributor of EEE ASOS.com, must facilitate the take-back of household WEEE
from UK consumers and has decided to fulfil its obligations in this area by joining
the Government approved "Distributor Take-Back scheme" (DTS) set up by Valpak. By
joining the Valpak scheme ASOS.com is contributing to the establishment of a network
of Designated Collection Facilities (DCF) where consumers may dispose of their WEEE
free of charge for recycling and treatment in an ecologically sound manner. In this
way ASOS.com can ensure that WEEE is disposed of by customers in a way that optimizes
its re-use and recycling. The recycling and treatment of WEEE itself is part of
the producer's obligation under the WEEE Directive. As a consequence of our membership
of the Valpak scheme ASOS.com will not accept returns of household WEEE itself and
cannot accept WEEE returns for recycling, neither do we make arrangements for its
collection.
Q. How will I know whether the new products I buy can be recycled?
All new electrical and electronic products sold now carry a ‘crossed out wheelie
bin’ symbol to help you identify which products are recyclable. You do not have
to have purchased new electrical and electronic equipment to be able to recycle
your old equipment. Please help us to minimise the effect we all have on the environment
by recycling your waste electrical and electronic products.
Q. How does ASOS.com ensure safe disposal of my WEEE?
ASOS.com has decided to join the Distributor Take-Back scheme (DTS) commissioned
by the British Retail Consortium. This scheme is run by Valpak who are officially
approved by the Government. As part of this scheme we ask that you take your old
piece of equipment to a designated collection facility (DCF) run by Valpak in your
area. An online search facility to help you identify a DCF near you is available
on the following website: www.recycle-more.co.uk
Q. Are there any other ways of disposing of my old electronic equipment?
If your old piece of electronic equipment is still in a good working condition or
could be repaired for further use, please consider donating it to a charitable organisation
or by giving it to someone else in need. By extending the lifetime of your old equipment
you are also contributing to the efficient use of resources and avoiding additional
waste.
Q: Why should I recycle my old electrical and electronic products?
This is one of the fastest growing waste streams in the UK and our landfill sites
are reaching full capacity. UK households dispose of over 1.2 million tonnes of
electrical and electronic waste every year. This is the equivalent of 150,000 double-decker
buses and would be enough to fill the new Wembley Stadium 6 times over. Much of
the UK's electronic waste ends up in landfill sites, where toxins put communities
at risk
Much of this waste can be recycled and the resources recovered to make new consumer
goods. We all have a part to play in protecting our environment for future generations.
Remember, you can also take your old clothes to Oxfam to be recycled.
I have seen a fake ASOS website. Can I buy your products from there?
We are aware that there are some websites that try to imitate what we do. We know
about most of these sites but it can take a while to shut them down. To make sure
you are buying from ASOS, only purchase products from our official websites:
If it's not one of the above, you're not shopping with us. If you're not sure then
please contact our
Customer Care team who will look into it for you.