How ASOS refunds work

ASOS refunds go back to your original payment method within 5 to 10 business days after they receive and process your return. If you paid by credit or debit card, the money lands back on that card. If you used PayPal, Apple Pay, or Google Pay, it returns to that account. The timeline starts when ASOS's warehouse scans your package in, not when you drop it off at the courier.

You do not need to contact ASOS to request the refund once your return is approved. The system processes it automatically. Your job is to initiate the return through your ASOS account, pack the items correctly, and get them to the courier ASOS provides.

Key Takeaways

  • Start your return in your ASOS account under "My Orders" — do not email or call to request one.
  • ASOS gives you a prepaid shipping label; print it and use the courier they assign, or the return may not be tracked.
  • Refunds process 5 to 10 business days after the warehouse receives your package, not after you ship it.
  • Items must be unworn, unwashed, with tags attached, and in original packaging to be refunded; partial refunds apply if condition requirements are not met.
  • Check your return status in your account — ASOS does not send email updates at every step, so you need to log in to track progress.

Starting a return through your ASOS account

Log into your ASOS account and go to "My Orders." Find the order containing the item you want to return. Click "Return Items" and select which pieces from that order you are returning. ASOS will ask you to choose a reason — common options are "changed my mind," "does not fit," or "not as described." Be honest about the reason, because ASOS uses this to flag patterns (for example, if you return most of what you order, your account may be flagged).

After you select items and a reason, ASOS generates a prepaid return label. This label is tied to your specific return and must be used. Print the label immediately and keep it safe — if you lose it, you will need to request a new one through your account, which delays the process. Do not use your own postage or a different courier label, because ASOS will not be able to track the package and may not process your refund.

Packing and shipping your return

Pack the items in a box or padded envelope. ASOS requires that clothing be unworn, unwashed, and have all original tags attached. If an item has been worn or washed, ASOS may refuse the return or issue a partial refund (usually 50% of the item price). Check pockets, remove any stickers, and make sure zippers and buttons work. If the item came with packaging — like a box for shoes or a dust bag — include that too.

Seal the package and attach the prepaid label ASOS provided. Take it to the courier location listed on the label (usually Royal Mail, Hermes, or DPD, depending on your location). Ask for a receipt or tracking number. Keep this receipt until your refund appears in your account, because it proves you shipped the package if there is a dispute.

Tracking your return and refund status

Log back into your ASOS account and check "My Returns" to see the status of your shipment. ASOS updates this section as the package moves through their system. You will see stages like "Return Received," "Return Processed," and "Refund Issued." This is the most reliable way to know where your return stands — ASOS does not send email notifications for every update.

Once the warehouse scans your package in, the 5 to 10 business day refund window begins. Business days are Monday through Friday and do not include weekends or UK bank holidays. If your refund does not appear after 10 business days, check your bank or payment account to see if it is pending. Some banks hold refunds for an extra day or two before posting them.

What happens if your return is rejected or partially refunded

If ASOS inspects your return and finds that an item does not meet their condition standards — for example, it has been worn, washed, or the tags are missing — they may reject it or issue a partial refund. When this happens, ASOS sends the item back to you at no cost. Check your "My Returns" section to see the reason for the rejection.

If you disagree with ASOS's decision, you can contact their customer service through your account. Go to "Help" and select "Contact Us," then choose "Returns and Refunds." Explain your situation and include photos if you have them. ASOS reviews these disputes, though the outcome depends on the condition of the item and their return policy at the time of purchase.

Refunds for items bought on sale or with discount codes

ASOS refunds the amount you actually paid, not the original full price. If you bought an item on sale for £20 that normally costs £50, your refund is £20. If you used a discount code that reduced your total order, the refund reflects that discount. This is standard across most retailers and is not a penalty — you get back what came out of your account.

If you used ASOS credit (store credit earned through returns or promotions) to pay for part of an order, that credit goes back to your ASOS account, not to your bank. You can use it on a future purchase, but you cannot convert it to cash.

Refund delays and what to do about them

Refunds usually arrive within 5 to 10 business days, but delays happen. The most common causes are that the package is still in transit to the warehouse, the warehouse is processing a backlog, or your bank is holding the refund. Check your "My Returns" status first — if it still shows "Return Received" or "Return Processing," the refund has not been issued yet and you need to wait.

If your return shows "Refund Issued" but the money has not appeared in your account after 10 business days, contact your bank or payment provider. Ask them to search for a pending refund from ASOS. If your bank finds nothing, go back to ASOS customer service with your return number and the date the refund was issued. ASOS can investigate on their end and may reissue the refund if it was lost in transit.

Frequently Asked Questions

Can I return items without a label?

No. ASOS requires you to use the prepaid label they generate in your account. If you lose the label, request a new one through "My Returns." Using your own postage or a different courier means ASOS cannot track the package, and your refund may not process even if the items arrive.

What if I return an item but change my mind before it reaches the warehouse?

Contact ASOS customer service immediately through your account. If the package has not been scanned in yet, they may be able to cancel the return. Once the warehouse receives it, the return process cannot be stopped, but you can refuse the refund and ask for the item to be sent back to you (though this may incur a cost depending on ASOS's policy at that time).

Do I have to pay for return shipping?

No. ASOS provides a prepaid shipping label, so return postage is free. This applies to most orders in the UK and many international locations, though some countries may have different policies. Check your return label to confirm the courier and location.

How long do I have to return something to ASOS?

ASOS typically allows returns within 28 days of delivery. After that window closes, you cannot start a return through your account. Check your order confirmation email or your account to see the exact deadline for each order, because it varies slightly based on when the item was delivered.

Will ASOS refund me if the item arrived damaged?

Yes. If an item arrived damaged or defective, start a return and select "Damaged in Delivery" or "Faulty Item" as the reason. ASOS usually refunds these without requiring you to return the item, though they may ask you to provide photos. Check your return status to see whether they have waived the return shipping requirement.