Returns Policy
What is your returns policy?
Want to find out more about our returns policy? Read below for more information.
Returning an unwanted item?
We get it, sometimes something just doesn't work for you and you want your money back. Don't worry, as long as an item is still in its original condition, we accept returns, subject to the rules below, which includes rules around fair use.
If you purchased an ASOS Sample Sale item, you must create a return and request a refund for your item within 14 days of it being delivered to you. You must then ensure that you return the item to us within a further 14 days. Provided we receive your item within 28 days of it being delivered to you, we will issue a refund to your original payment method. You will be subject to a returns charge of €5.50. Returns charges will be deducted from the amount refunded to you.
For all returns, we aim to refund you within 14 days of receiving the returned item.
If you request a refund for an item during the above time frames but you can't return it to us for some reason, please get in touch – but any refund will be at our discretion.
None of these rules affect your statutory rights.
Legal right to withdraw under the EU Consumer Rights Directive 2011/83/EC
When you purchase items online from ASOS Sample Sale EU Store, you have the legal right to withdraw from your order, without cause, within 14 days of your order being delivered to you. You can withdraw from your order by selecting one of the options set out in the withdrawal page here.
You can still return part or your whole order under our returns policy, by creating a return and requesting a refund for your item within 14 days of it being delivered to you and then ensuring that you return the item to us within a further 14 days , as set out in these Ts&Cs.
When you have confirmed your withdrawal, we will acknowledge your withdrawal by email. In accordance with your legal rights, once you have confirmed your withdrawal you must return your entire order to ASOS within 14 days of completing the withdrawal process, by following our returns process set out in these Ts&Cs. Once we’ve received your return, we’ll inspect it and be in touch with further information about your return.
You will need to return your entire order to us, so even if you haven’t received it yet, please follow the above process and then return the order once you have received it.
In the event that you return an item that is incorrect or faulty, we may refund you the full cost of delivery and the returns charges paid by you. This does not affect your statutory rights.
If you need to return part of your order to us, please follow the returns process set out in these Ts&Cs, as we will not refund any delivery costs.
Original condition
Hygiene and our customers' safety is super important, so certain items can't be returned for refunds including:
- Underwear if the hygiene seal is not intact or any labels have been broken
- Swimwear if the hygiene seal is not intact or any labels have been broken
- Pierced jewellery if the seal has been tampered with or is broken
- Face coverings if the seal has been tampered with or is broken
None of this affects your statutory rights.
Of course, it's fine to try an item on like you would in a shop, but please don't actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs).
All items are inspected on return. In order to receive a refund, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging and all tags and labels attached (e.g. shoes should be returned with the original shoe box).
Responsibility
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way.
As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.
We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.
Fair use
Where we suspect fraudulent activity and/or we notice unusual or suspicious activity, we might have to withhold issuing a refund and block you from making future purchases.
Such activity includes but is not limited to:
- claims relating to orders not being received or items missing
- ordering and returning loads, or an unusual pattern of returns activity
- where we suspect someone isn't just trying their items on, but wearing them for longer periods, then returning them
- where we refuse multiple returns by you
- returning items worn/used and not matching what was originally ordered
This doesn't affect your statutory rights.