Terms & Conditions

We’re ASOS.com Limited (company number 3584121), a company registered in England and Wales. Our HQ is at Greater London House, Hampstead Road, London NW1 7FB.

When you shop with us (or access our services, apps and websites (our “Websites”)), these terms apply. They’re important for both of us as they set out what we expect from each other, and they also give you helpful info. You can also find out more on our Help pages (which also form part of these terms). Of course, if you need anything else, get in touch with Customer Care – we always love to hear from you!

For customers in Australia, your order and payment will be processed by our group company ASOS Transaction Services Australia Pty Ltd (ACN 160 667 845) of Level 1, 333 Collins Street, Melbourne, VIC 3000.

When you place an order on www.asos.com or on our apps, the seller is ASOS.com Limited, UNLESS the product is identified as being sold by an ASOS brand partner (each an “ASOS Brand Partner”). Where this is the case, the product will be stated to be:

• “Sold by [ASOS Brand Partner] and shipped by ASOS”.

When the seller is ASOS.com Limited, your sales contract is with ASOS.com Limited. When the seller is an ASOS Brand Partner, you enter into a contract to buy products with the respective ASOS Brand Partner and a contract with ASOS Payments UK Limited (“ASOS Payments”) to pay for those products in the way described below.

We keep these terms and Help pages updated. We amend them every so often however those changes won’t apply to orders you have already placed. Remember to check the current terms that apply to your order before you buy at the “Terms & Conditions” link at the checkout, as the latest set at the time you place your order will apply. Nothing in these terms affects statutory rights that you may have under the Australian Consumer Law that cannot be limited or excluded. Those statutory rights will prevail to the extent of any inconsistency with these terms.

To shop with us, you need to:

• be at least 16 years old;
• have a credit or debit card that we and ASOS Payments accept (see bottom of page for details of current payment providers); and
• be authorised to use that credit or debit card (e.g. it is in your name or you have permission to use it).

Just FYI, some of the goods sold through our Websites may not be suitable for under 18s.

You can only place an order for an ASOS Brand Partner product if you are a consumer. We are unable to sell ASOS Brand Partner products to businesses (and will therefore also be unable to supply VAT invoices in relation to any ASOS Brand Partner orders).

We appoint ASOS Transaction Services Australia Pty Ltd (ACN 160 667 845) of Level 1, 333 Collins Street, Melbourne, VIC 3000 as our billing agent to invoice and collect payment for the goods you are purchasing on our behalf, so you will see their name on your invoice and on your transaction history if you pay by credit or debit card. Please contact our Customer Care Team if you have any questions about invoicing and payment for goods.

Where you are buying a product from an ASOS Brand Partner, you will be paying ASOS Payments to load a credit of an equal amount to an account with ASOS Payments, and then spending that credit to pay the ASOS Brand Partner. In order to do this, you need to access ASOS Payments service by logging in via your ASOS account in the usual way, selecting the product you wish to buy from the ASOS Brand Partner, and then pressing the “Place Order” button. By pressing that button, you will be both (1) authorising ASOS Payments to take a payment from your card to pay ASOS Payments for a credit to your ASOS Payments account; and (2) instructing ASOS Payments that you wish to spend the credit to pay the ASOS Brand Partner. You can only instruct ASOS Payments to use credits to pay ASOS Brand Partners.

When you place an order, you should receive an acknowledgement e-mail confirming receipt of your order. We or (if you’re buying from an ASOS Brand Partner) ASOS Payments then carry out a standard pre-authorisation check to make sure there’s enough money on the card.

We only accept your order once payment has been approved and we or ASOS Payments have debited the payment card (and then the contract is made based on these terms).

You may be able to cancel (not change) your order within a short period of ordering – timings depend on your chosen delivery method and whether you purchased from an ASOS Brand Partner (and will be set out in the acknowledgement email). You can’t change your order – you’ll need to cancel (and/or return original item(s)), and re-order.

All orders are subject to availability and confirmation of the order price. Don’t worry, if there’s an issue with an order, we’ll get in touch with you.

All products remain ASOS property or the property of the relevant ASOS Brand Partner until full payment of the purchase price is received by either us or ASOS Payments, as the case may be.

Very occasionally, we may need to refuse or cancel an order or close or block an account (even if we have previously confirmed your order) due to serious matters such as where we reasonably consider that suspected fraudulent or unlawful activity has occurred or other activity that breaches important aspects of these Terms, contravenes order limits or other legitimate reasons relevant to our business. We will let you know if your order is cancelled, or account is closed or blocked, however we may not be able to inform you until after this has happened if we have to take urgent action. If your order is refused or cancelled, or your account is closed or blocked, and you think we’ve made a mistake, please get in touch with Customer Care and they’ll be happy to speak to you about it.

Products sold by ASOS Brand Partners are excluded from affiliate cashback reward schemes. You therefore won’t receive cashback on any order made with an ASOS Brand Partner.

There’s a lot going on here at ASOS HQ and from time to time our busy ASOSers may price up, describe a product or promo wrongly or list a sold out product as in stock. If we discover an error for any goods you’ve ordered, we will tell you ASAP and give you the option of reconfirming your order (at the correct price) or cancelling it.

If we can’t get in touch with you, we will treat the order as cancelled. If you cancel and you’ve already paid, we will refund you in full. If we discover that a product you’ve ordered has sold out, we will cancel your order and refund you in full.

Prices include GST (where applicable), but keep in mind that there may be other taxes that you need to pay which aren’t imposed by us or ASOS Payments.

Depending on the value of your order or the delivery option or address you choose, delivery costs may also be charged (see below). Such additional charges will be clearly shown during the checkout process and included in the 'Total Cost'.

Where you order goods to the value of AU$1,000 or more, including where you place multiple orders that are dispatched simultaneously and arrive in Australia at or around the same time, you may be liable for GST.

The issuer of your credit or debit card may charge currency conversion or other fees in relation to your order. You should check with the issuer of your credit or debit card for details of any such fees.

Even though we may use a local billing agent to invoice and collect payment for the goods you purchase (see section 7(c) below), you will be responsible for importing any goods you purchase from us into Australia, and any shipping we provide is on your behalf. As part of a promotional offer and in the interests of good customer relations ASOS will cover any customs duties or similar taxes, including GST where applicable, that may be imposed on your purchase or importation of the goods. Please note this is a promotional offer only and is subject to change.

Personalisation

We may personalise your user experience on our Apps and Website (including for example, by recommending, prioritising or deprioritising the display of certain products or categories of products) by taking into account your browsing and shopping history including your rate of returns and number and value of orders, as well as other factors. For more detail, please see this page.

Before you finalise your order, you’ll be given various delivery options to choose from with estimated delivery time and dates depending on the delivery address.

All delivery services we offer for all ASOS items will also be available for items sold by an ASOS Brand Partner and shipped by ASOS.

To see more about how delivery works with ASOS Brand Partners, just click here.

We work our ASOS socks off to try to meet all delivery times but sometimes there may be delays – e.g. because of postal/carrier delays, logistics or bad weather. We will keep you updated as much as we can, and you should be able to track your parcel’s progress.

Check out our Delivery page for more info or get in touch with Customer Care if you have any issues or questions.

Check out our returns and refunds policy here. 

Returning unwanted ASOS products or items that were sold by an ASOS Brand Partner and shipped by ASOS?

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 for free, subject to the rules below, which includes rules around Fair Use.

If you return an item requesting a refund within 28 days of the item being delivered to you or available for collection, we'll give you a full refund by way of the original payment method. Where you purchased ASOS Brand Partner products, you authorise ASOS Payments to make the applicable refund to the original funding method you used to credit your ASOS Payments account.

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.

All returns and refunds for items are subject to our ASOS Returns Policy and the “Keep it Clean” and Original Condition” sections below. 

After that?

We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may elect to send it back to you and ask you to cover the delivery costs.

Proof of postage

For ASOS products and items that were sold by an ASOS Brand Partner and shipped by ASOS, we strongly recommend you get proof of postage and follow our returns process (for more information on how to return, see here).

Keep it clean

Hygiene and your and all of our customers’ safety is super important, so certain items can’t be returned for refunds including:

• Face + Body products if opened, used or protective seal is not intact
• Sexual Wellness products if opened, used or protective seal is not intact
• 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.

None of this affects your statutory rights.

Original condition

All returned items should be sent back to us in their original condition together with the original packaging and all ASOS and brand tags, and security devices attached.

Footwear – only try on footwear on carpeted floors to protect the soles. They must also be returned with the original box (if any) and any original shoe or dust bags (if any).

All items are inspected on return. Of course, it’s fine to try an item on like you would in a store, but don’t actually wear or use it. When trying on clothing please be careful with the item (don’t use unnecessary force) and don’t wear make-up, perfume, cologne, deodorant or antiperspirant as these can mark and leave scents on the item.

If an item is returned to us worn, used, damaged or in an unsaleable condition, or where the above instructions have not been followed, 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. Alternatively, we (at our sole discretion) may choose to reduce your refund to reflect any reduction in the value of an item.

None of this affects your statutory rights.

Fair use

Where we suspect fraudulent activity, including but not limited to suspicious claims relating to orders not being received, items missing, faulty items or returns issues, we might have to withhold issuing a refund and deactivate that customer’s account and any associated accounts.

If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.

If your account has been deactivated and you need to make a valid return, please refer to the account closure email we sent you where you will find details on how to make a valid return. You will be responsible for the cost of returning the goods to us. Any returns will be processed as normal when they reach our warehouse.  

Disclaimer of Liability

a)

All express or implied guarantees, warranties, representations, or other terms and conditions relating to these Terms & Conditions or their subject matter, not contained in these Terms & Conditions, are excluded from these Terms & Conditions to the maximum extent permitted by law.

b)

Nothing in these Terms & Conditions excludes, restricts or modifies any right or remedy, or any guarantee, warranty or other term or condition, implied or imposed by any legislation which cannot lawfully be excluded or limited. This may include the Australian Consumer Law which contains guarantees that protect the purchasers of goods and services in certain circumstances.

c) 

Our goods may come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure and other compensation under law. You also may be entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

d)

If any guarantee, warranty, term or condition is implied or imposed in relation to these Terms & Conditions under the Australian Consumer Law or any other applicable legislation and cannot be excluded (a “Non-Excludable Provision”), and ASOS is lawfully able to limit the remedy for a breach of the Non-Excludable Provision, then the liability of ASOS for breach of the Non-Excludable Provision is limited to one or more of the following at ASOS’ option:

i.

in the case of goods, the replacement of the goods or the supply of equivalent goods, the repair of the goods, the payment of the cost of replacing the goods or of acquiring equivalent goods, or the payment of the cost of having the goods repaired; or

ii. in the case of services, the supplying of the services again, or the payment of the cost of having the services supplied again.

e)

Without limiting your rights and remedies pursuant to any Non-Excludable Provisions, and to the maximum extent permitted by law, ASOS is not liable for, and no measure of damages will, under any circumstances, include:

i. 

special, indirect, consequential, incidental or punitive damages; or

ii. damages for loss of profits, revenue, goodwill, anticipated savings or loss or corruption of data, whether in contract, tort (including negligence), in equity, under statute, under an indemnity, based on fundamental breach or breach of a fundamental term or on any other basis, whether or not such loss or damage was foreseeable and even if advised of the possibility of the loss or damage.

From time to time, we may give you Promo Codes that you can use to reduce the price of specified products. Remember, it’s up to you to enter the code at checkout!

For more info on Promo Codes and the rules on how to use them, click here. Here are some key things to remember:

Each Promo Code has its own terms, which will be made clear at the time it’s issued to you (e.g. what products, single/multiple use, when it can be used etc).

Unless we tell you otherwise, Promo Codes can’t be used to buy ASOS Premier or ASOS Gift Vouchers. Promo codes, including student discounts, can't be applied to any items sold by ASOS Brand Partners. More details on students Ts&Cs, including any further exclusions that may apply, can be found here.

We don’t like to do this however if we reasonably consider that your Promo Code has been misused in any way (e.g. selling it, sharing it with others or using it any way other than in accordance with the terms that apply to it), we may cancel the Promo Code and/or suspend or close your account without prior notice to you. 

In addition, if a Promo Code is not being used in accordance with its terms because someone or something is not doing the right thing (e.g. fraud, tampering, technical errors or anything else that is beyond ASOS’ control that affects the intended operation or fairness of the Promo Code), we may cancel, modify or suspend the Promo Code. Cancellation of a Promo Code won’t affect orders that have already been placed provided those orders were made in accordance with our Ts&Cs here and the terms of the affected Promo Code and the account associated with the order has not been closed or blocked.

If your Promo Code has been cancelled, or your account is closed or blocked, and you think we’ve made a mistake, please get in touch with Customer Care and they’ll be happy to speak to you about it.

If you’re the lucky recipient of an ASOS Gift Voucher or ASOS Gift Card (high five!) head over to our Customer Care pages to find out how and when they can be used. A few points to bear in mind:

It’s best to lock your Gift Voucher or Gift Card to your ASOS account ASAP to keep it safe.

Gift Vouchers and Gift Cards can’t be used to buy ASOS Gift Vouchers. They can only be used to buy ASOS products, or to load credits to your ASOS Payments account in order to pay for ASOS Brand Partner products in the way described above (please see the “Placing an order” section above). 

If you’re being super generous and buying someone else an ASOS Gift Voucher, please make sure you get their email address correct! If you get it wrong and the Gift Voucher is emailed to someone else who uses it, there’s not much we can do. Check, double check and even triple check before you buy it.

Speaking of emails, sometimes pesky (but useful) spam filters send our emails into junk or spam folders. So, if you’ve not been thanked for your generous gift, it’s worth giving them a nudge because there might be something wonderful waiting for them in their junk or spam folder!

Gift vouchers bought with UK as the browsing country will expire 2 years from the date of receipt. Gift vouchers bought with the US as the browsing country do not have an expiry date. Gift vouchers bought from an ASOS browsing country outside of the US or the UK will expire 10 years from the date of receipt.

ASOS reserves the right to cancel any Gift Vouchers where we reasonably consider or suspect that fraud, unlawful activity, breach of the terms of use of the Gift Voucher or other misuse of the Gift Voucher is attempted by you or a third party, or has occurred.

Our Privacy Policy sets out how we’ll use your information. If your details change, remember that you need to update My Account so we can continue giving you our best service (you can also update your marketing preferences there).

 

At ASOS, we love being able to interact with and chat to you through social media. However, we can’t control those social media platforms or how you set your profiles on them. Please check and set your privacy settings so that you understand and are comfortable with how your personal information on those platforms will be used.

We know it’s obvious, but you must not misuse or tamper with our websites, apps or other services (“Websites”) (e.g. hack, introduce viruses, trojans, worms, logic bombs or other technologically harmful material or carry out denial of service attacks etc) or otherwise mess with our tech or functionality or steal our or our customers’ data. Doing any of these things may be a criminal offence, but they also get in the way of us giving our loyal ASOS customers the best service, so we take them really seriously. ASOS will report any such breach or activity (and all information about the people carrying it out) to the relevant law enforcement authorities. 

We recommend you use virus protection software when using any website, including ours. Although we have a dedicated team who work hard to stop people messing with our Website, we can’t guarantee that it will always be secure from bugs, viruses or trouble-makers.

Oh, and you’re not allowed to use automated systems or software to extract data from our Website (AKA 'screen scraping'). 

You agree to indemnify, defend and hold harmless ASOS, from any and all third-party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your misuse of this Website or your breach of the Terms and Conditions, except to the extent the loss or damage is caused or contributed to by ASOS.

ASOS owns or has permission to use the intellectual property rights in its Website and its content. These rights are protected around the world. All such rights are reserved.

You’re allowed to store, print and display our Website content only for your own personal use. You are not allowed to use any part of the Website for commercial purposes unless you have our express permission.

You’re also not allowed to use the ASOS logo or any ASOS brand or trade mark (or any marks which are colourably similar) without our express permission. 

By submitting a product review or rating to ASOS you agree to comply with the Bazaarvoice terms of use which can be viewed when submitting a rating via the Bazaarvoice platform. For more information on these terms of use please contact privacy@bazaarvoice.com.

It's fine for you to link to asos.com, as long as you do so in a way that is not-commercial, is fair and legal, and doesn’t damage or take advantage of our reputation.

Please don’t link in a way that suggests any form of approval or endorsement by ASOS where none exists. 

Our Website must not be framed on any other site without our permission.

Occasionally things do go wrong and you may want to get in touch with us. If that happens, please contact our Customer Care team, who will work with you to resolve any issues you’re having with our services: 

• Email us here
• Post: ASOS Customer Care, Hercules Way, Leavesden Park, Leavesden, Watford, WD25 7GR

If Customer Care are unable to resolve your complaint to your satisfaction, you may refer your complaint to RetailADR.

RetailADR is an Alternative Dispute Resolution provider to which ASOS subscribes and is free for consumers to use. RetailADR is approved by Chartered Trading Standards Institute (CTSI) to provide dispute resolution services and undertake an independent review of your complaint, pursuant to the Alternative Dispute Resolution (ADR) for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
Complaints can be raised to RetailADR in the following ways:

• Online - via RetailADR’s online complaint form which can be accessed at https://www.cdrl.org.uk/retail-adr/.
• In writing by post – in order to accept your complaint, RetailADR requires you to send a completed paper complaint form by mail to the address detailed in the complaint form that can be accessed and downloaded viahttps://www.cdrl.org.uk/retail-adr/. 

• If you require Reasonable Adjustments to assist you in submitting your complaint, pursuant to the Equality Act 2010, RetailADR are able to discuss your request for assistance via telephone at 0203 540 8063. RetailADR has a voicemail system set up specifically for calls of this nature so please follow the steps as directed on the automated message.

Please be aware that when submitting your complaint form, this will be your only opportunity to submit any facts or evidence that you consider relevant to your complaint in support of your case. 

Once you have submitted your complaint form, RetailADR have an obligation to process claims within 90 days of receiving evidence from both you and ASOS. Once RetailADR have completed an initial assessment of your complaint they refer it to ASOS to request a response within 28 days. 

Should you have any questions, RetailADR has a dedicated online Support Centre which operates Monday to Friday, 9.00am-5:30pm, and is on hand to provide information and assistance to consumers who require information about its complaint handling process. This can be accessed at https://support.cdrl.org.uk/.

We have the right to amend, remove or vary our services and/or any part of the Website (including Ts&Cs) at any time.

See section “Complaints or need to speak to us?” for more information on the management of claims and disputes arising under this agreement.

These terms and our dealings with you are subject to the laws of Victoria, Australia and each party submits to the exclusive jurisdiction of the Victorian Courts.

If you have an issue where you have entered into a contract with an ASOS Brand Partner you may bring legal proceedings against the ASOS Brand Partner in the jurisdiction where the ASOS Brand Partner is located or in the courts of your country of residence.

Monthly Active Recipients

Pursuant to the Digital Services Act, Article 24(2), our average monthly recipients are 33,831,151 for ASOS.com.

Have we reached out to you on social media to feature your content on our social media channels? Congrats! It means we love your style. 

By agreeing to let us feature your content on our social media channels and platforms, you agree that:

• we can use your handle and the content (the “Content”) on ASOS.com, the ASOS app, collusion.com, ASOS’ and affiliated social media platforms (including but not limited to Instagram, Facebook and TikTok) and/or any other ASOS marketing materials;
• we can modify the content (for example we may edit, crop, adapt, enhance or use only a part of it, but ASOS will not treat your Content in a derogatory manner).

You promise that you:

• have the permission of everyone in the Content;
• have the right to grant ASOS the above rights; and
• are at least 16.

If you (or anyone in the Content) asks us to remove the Content, we will remove the Content from the social media accounts that we control. We may remove Content from our accounts or platforms in our complete discretion, without asking you.

You understand that users of social media platforms and ASOS platforms can share and make use of the Content once posted.  In particular, a user of these platforms can take a screenshot of and save an image of the Content to their device, share the Content on social media platforms or websites which feature the Content (and sharing capabilities). If you do not want to grant the permissions set out above, then please do not give us consent to use the Content.