RETURNS

We really hope you love everything in your order. If something isn’t quite right, however, you may return it to us for a refund, provided the following guidelines are observed.

  • You have 14 days from the day your order arrives to send anything back to us.
  • Everything needs to come back unworn and exactly as it arrived, so do watch out for make up, fake tan, deodorant marks and snags. We may not be able to refund items that aren’t returned in the condition they were delivered in.
  • Postage and exchanges work a little differently depending on where you are. Click your country below for the details.
  • Once your parcel reaches our warehouse, we aim to have it processed within 7–10 working days, though this can take a little longer during busy periods.
  • We’re not able to refund swatch cards or garment bags.

Where are you returning from?

United Kingdom

We’ll provide your returns label and deduct the cost from your refund to cover postage and processing.

Your first exchange is free! Need a different size in the same style? Choose exchange when you register your return and we’ll cover the postage, with no restocking or processing fees to pay.

One free exchange per order, same style in a different size. For a different style or colour altogether, return for a refund and place a new order.

Bridesmaid dresses: a £3 per dress processing fee is deducted from your refund. This covers the handling, care and attention needed when processing bridesmaid dresses.

United States

Returns are free! We’ll provide your returns label at no cost to you.

Your first exchange is free! Need a different size in the same style? Choose exchange when you register your return and we’ll cover the postage, with no restocking or processing fees to pay.

One free exchange per order, same style in a different size. For a different style or colour altogether, return for a refund and place a new order.

Bridesmaid dresses: a £3 per dress processing fee is deducted from your refund. This covers the handling, care and attention needed when processing bridesmaid dresses.

Canada

We’ll provide your returns label and deduct the cost from your refund.

Customs fees may be due and vary by country.

We’re not able to offer exchanges in Canada just yet. Please return your item for a refund and place a new order in the size you need.

Europe

We’ll provide your returns label and deduct the cost from your refund.

Bridesmaid dresses: a £3 per dress processing fee is deducted from your refund.

Customs fees may be due and vary by country.

We don’t currently offer exchanges outside of the UK. Please return your item for a refund and place a new order in the size you need.

Rest of the world

We’ll provide your returns label and deduct the cost from your refund.

Bridesmaid dresses: a £3 per dress processing fee is deducted from your refund.

Customs fees may be due and vary by country. Please mark returned items as “returned goods” on customs or postal forms, as failure to do so can delay your refund.

We don’t currently offer exchanges outside of the UK. Please return your item for a refund and place a new order in the size you need.

Start your return

How to process a return

  1. Register your return on our portal.
  2. Provide your order number with the # and your email address.
  3. Select the item(s) you’d like to return along with the reason.
  4. Select whether you’d like an exchange, a refund or a gift card. The options you’re shown depend on where you’re returning from.
  5. Select your shipping method and choose whether to print the label or use the QR code, then take your parcel to be shipped.

Faulty items

We’re so sorry if something’s not right with your order. If you’ve received a faulty or incorrect item, please let us know within 14 days of receiving it and we’ll work quickly to make it right.

Please don’t return the item before contacting us. You won’t be expected to cover return costs if the issue is on our end.

Email our team with your order number and clear images of the issue, and we’ll guide you from there.

Thank you for your patience, we’re here to help.

ASOS Marketplace orders

Orders placed through ASOS are returned through ASOS, not through us. ASOS returns information