How will I get my refund?

The basics
Credit/Debit card payments
Gift voucher and gift card payments
Afterpay payments
Klarna Pay in 4 payments
PayPal pay in 4 payments
I’ve used a promo code
I think my refund is incorrect

The basics

It can take up to 21 business days from the day after you dropped off your return for it to reach our warehouse and be processed. We’ll let you know once that’s done – you’ll receive an email with all the details about your refund. You can also set up push notifications in the ASOS App to keep an eye on updates about your refunds – read more about push notifications here.

You can check where your returned parcel is using the tracking number that can be found in the ‘My Returns’ tab in ‘My Account’ or in your return drop off confirmation email.

Return tracking showing it’s delivered, but you didn’t get an email yet? We need the full timeframe to process all incoming returns, especially during busy periods.

Returned multiple orders in one parcel? We process every order separately, so you'll receive a separate email about each order you sent back, even if they were returned in the same parcel.

Once we’ve processed your return, your refund may take up to 10 business days to reach your account – this depends on your bank or payment provider.

 

Paid with a credit / debit card?

All refunds go to the original card used to pay for the order – we can’t refund you to a different card. If that card is no longer in use, the refund will still go back onto the account linked to your old card, providing that account is still open.

Paid with a gift voucher or a gift card?

If you paid for your whole order with a gift voucher or a gift card, then the refund will be credited to your ASOS account ready for you to spend straight away.

If you paid with a combination of gift voucher/gift card and another payment method, we’ll refund the alternative payment method first and then the remaining amount will be credited to your ASOS account ready for you to spend.

Your replacement gift voucher will have the same expiry date as your original gift voucher.

Paid using Afterpay?

Any returns made will reduce the balance left of your Afterpay account.

Once we’ve processed your return, we’ll inform Afterpay and you’ll receive an updated invoice within 24 hours and this will also be visible in your portal.

If you’ve already paid for your order and a refund is owed to you, this will be issued back to your original payment method. Please allow up to 10 business days for this to show in your account.

If you have any questions about your Afterpay account or if you’ve returned items from an order paid for with Afterpay, and the date that your payment is due is near or you want to extend your payment period, we'd recommend you get in touch with Afterpay Customer Service as you may be able to extend the payment period. To get in touch with Afterpay click here.

Paid using Klarna Pay in 4?

Don’t forget to log your return on the Klarna app once you’ve sent something back to us!

Any returns will reduce the outstanding balance from the last instalment which may get rid of an instalment or reduce the instalment costs.

Once we’ve processed your return, we’ll let Klarna know. Klarna will adjust your outstanding invoice within 24 hours after that. If you’ve already paid for your order, Klarna will issue a refund within a further 10 business days back to your original payment method.

If you have returned some of your items, then your invoice will be adjusted to reflect what you have returned. Any returns will reduce the outstanding balance from the last instalment which may get rid of an instalment or reduce the instalment costs.

An example of how a refund may be adjusted is:

• Order total - $100
• Initial instalment - $25
• Return amount - $15
• 2nd and 3rd instalment - $25 and 4th instalment - $10
• If the refund amount was $25 then there wouldn't be a 4th instalment.

If you've paid more than the value of the items you have kept, then you'll receive a refund from Klarna within 10 business days for the difference.

For any questions about how Pay in 4 with Klarna works and their Ts&Cs, please visit the Klarna website here.

If you have any questions about your Klarna payments or about extending your invoice, please contact Klarna Customer Service. ASOS aren't able to extend your invoice.

Paid using PayPal pay in 4?

If you’ve already paid instalments and your refund amount is more than the balance remaining, your PayPal account will be refunded.

If your refund amount is less than the amount you have left to pay, your refund will be split equally across the remaining instalments, so the amount for the remaining instalments will be adjusted.

If you have any questions about your PayPal Pay in 4 payments, please get in touch with PayPal customer service here.

I’ve used a promo code

If you applied a promo code, please make sure you check the promo code’s Ts&Cs.

If you place an order using a promo code and then return an item, the discount will be reflected in any refund you may receive. 

I think my refund is incorrect

There are a couple of things that may affect the amount you’re due.

If you used a promo code, please note that this will be reflected in your refund amount. 

If you paid for delivery, this would only be refunded if the item was faulty.

If you still think your refund is incorrect, or if all the above timeframes have passed and you still haven’t received your refund, please get in touch with us and provide your proof of postage – we’ll be happy to help.

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