Returns & Refunds

Returning an unwanted item?

We get it, sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition, we accept returns, subject to the rules below, including rules about fair use. Please always check the product information section for the item you have ordered available on our website or app for details on whether the item is returnable, as sometimes this may vary depending on the product.

None of these rules affect your statutory rights. Nothing in this Returns Policy affects your statutory rights.

 

Returning from elsewhere?

You have 15 days from the moment your order's been delivered or made available for collection at your nominated store or collection point to return an item.

For all returns, we aim to refund you within 14 days of receiving the returned item.

If for some reason you are unable to return an item to us within the above timeframe, please get in touch - but we can't promise we will accept it, and any refunds may be made by way of a gift voucher.

Placing your return

Please note: in most countries, we don’t offer free returns. In this case, you'll need to cover the postage as well as any relevant duty costs yourself. It's a good idea to mark your parcel as 'returned goods' to avoid being charged any duties.

If you have the option of creating your return through Escanor, in most cases you’ll receive a label you’ll need to print out and attach to your parcel. We recommend removing or covering your shipping label before attaching your returns label.

Packing your return

Please make sure all the items you’ve selected to return fit in one parcel. 

You can also send us any opened or used Asoscoach packaging that you’ve received with any recent orders. Even though our packaging is 100%-recyclable and made using 80-90%-recycled content, we know that not all local recycling facilities accept every type of plastic packaging. 

Depending on your chosen drop-off point, please make sure your parcel doesn't exceed your chosen carrier’s size limits (otherwise the carrier may not be able to accept it).

Make sure to keep your proof of postage as we may need to have a look at it later.

 

Waiting for your refund

 

If you returned your order using a trackable returns method, you’ll be able to follow the progress of your parcel.

After your return is received and processed at our warehouse, it may take up to 10 working days for your refund to reach your account depending on your bank/card issuer. If your refund is a voucher, it will be locked to your account ready for you to use. Read more about how refunds work here.