ASOS
Refunds
ASOS refund policy – how to claim your money back
Edited by:
Ajust Content Team
Last updated
June 30, 2025
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How to get your money back using the ASOS refund policy
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Can you get a refund from ASOS? Check eligibility first
- 28-Day Return Window:
You can return most items within 28 days of receiving your order. Items marked Final Sale cannot be returned unless faulty. - Original Condition Required:
Items must be unworn, unwashed, with original tags and packaging intact. Items showing signs of use (perfume, stains, etc.) will be refused. - Hygiene & Safety Exclusions:
- Cosmetics and grooming items (if opened)
- Underwear and swimwear (if hygiene seal removed)
- Earrings and pierced jewellery (opened)
- Face masks (opened)
- Cosmetics and grooming items (if opened)
- Faulty or Incorrect Items:
Eligible for a full refund or replacement regardless of return window. - Fair Use Policy:
Frequent returns or suspicious behaviour (excessive returns, worn items) may result in account restrictions or additional return fees.
How to get a refund from ASOS
Step-by-Step Refund Process:
- Initiate Return via ASOS Account:
Log into your account, navigate to My Orders, select items for return, and choose the reason. - Select Return Method & Generate Label/QR:
Choose a return method - Australia Post (print label or QR code at the post office). ASOS currently charges a flat $7.99 return fee deducted from your refund. - Pack Items Securely:
Use original packaging or suitable alternative, ensuring items are neatly folded with all original tags and documentation inside. - Send via Australia Post:
Drop off at any Australia Post office. Keep the lodgement receipt and tracking number safe as proof of postage. - Tracking & Waiting:
Your parcel can take up to 14 days to be processed upon arrival at ASOS's warehouse. - Refund Processed:
ASOS confirms via email once the refund is processed. Allow up to 10 working days for funds to appear in your account.
ASOS’s refund timeframe - how long it takes
- Return Transit Time:
Usually 2–7 days within Australia. - Processing Time at ASOS:
Typically 48 hours, but officially allow up to 14 days. - Bank Processing:
- Credit/Debit Card: 3–5 business days
- PayPal: Typically 1–2 days
- Afterpay/Klarna: 3–7 days
- Credit/Debit Card: 3–5 business days
- Total Time Expectation:
Expect refunds within approximately 2–3 weeks from sending items back. Contact ASOS if it exceeds this.
ASOS’s refund methods - how you'll get your money back
- Refund via Original Payment Method:
- Credit/Debit Cards: Credited directly to your card.
- PayPal: Refund to your PayPal balance or original payment source.
- Afterpay/Klarna: Payments adjusted and refunded through these services.
- Gift Vouchers: Reissued as a new ASOS voucher code.
- Credit/Debit Cards: Credited directly to your card.
- Return Fee Deduction:
A flat AUD $7.99 return fee per parcel applies, deducted from your refund unless returning faulty or incorrect items. - Shipping Costs Not Refunded:
Original delivery fees are not refundable unless your entire order was faulty.
Common refund issues with ASOS
- Lost or Delayed Returns:
Occasionally returns may not show as received. Always keep your postage receipt and contact ASOS customer service if needed. - Late Returns (after 28 days):
ASOS strictly rejects returns sent after the window, possibly sending them back to you at your cost. - Worn/Damaged Items:
Items returned not in original condition are often refused. Always return items as received. - Unexpected Return Fee:
Many customers miss the new $7.99 fee. It’s clearly stated at checkout and on return initiation, but some confusion persists. - Refund to Expired Card:
Refunds to cancelled or expired cards can cause delays. Contact your bank if refund appears missing. - No Direct Exchanges:
ASOS doesn’t offer direct exchanges. Refund first, then reorder.

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Real ASOS refund cases – what worked for other customers
Fast, Easy Refund: Customers regularly report refunds processed within a week. "My refund appeared four days after dropping at AusPost. It was quick and hassle-free."
Faulty Item Refunds Handled Well: Customers report smooth refunds for defective products without fees or complications.
Account Issues Resolved: A customer flagged for suspicious activity successfully appealed via customer service to reinstate their account and refund.
How ASOS Refund Policy Compares to Competitors
- ASOS vs. THE ICONIC:
- The ICONIC: 30-day free returns, generally faster refunds (local warehouses).
- ASOS: 28-day returns, charges $7.99 fee, larger international selection.
- The ICONIC: 30-day free returns, generally faster refunds (local warehouses).
- ASOS vs. SHEIN:
- SHEIN: Only 15-day window, one free return per order, quicker store-credit refunds.
- ASOS: 28-day window, consistently higher quality items, similar return fees.
- SHEIN: Only 15-day window, one free return per order, quicker store-credit refunds.
- ASOS vs. Zara/H&M (Local stores):
- In-store returns at Zara/H&M are free and immediate. ASOS has no physical store option, but offers greater product range online.
- In-store returns at Zara/H&M are free and immediate. ASOS has no physical store option, but offers greater product range online.
- ASOS vs. Boohoo/PrettyLittleThing:
- Similar 28-day policies and return fees, ASOS typically has superior product range and slightly better service.
- Similar 28-day policies and return fees, ASOS typically has superior product range and slightly better service.
Customer Sentiment: ASOS is still popular for variety and international brands, but recent return fees push some shoppers to competitors with free returns (e.g., The ICONIC).
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