As a self-confessed online shopping addict and notoriously picky dresser, I‘ve become something of an expert on navigating the world of e-commerce fashion returns. One retailer that consistently impresses me with their customer-centric returns experience is ASOS, the global fashion giant known for their vast selection of trendy and affordable styles.
In this comprehensive guide, I‘ll be sharing everything you need to know about ASOS‘s free returns policy in 2023, from the nitty-gritty details to insider tips and industry insights. Whether you‘re a first-time ASOS shopper or a seasoned pro, read on to learn how to make the most of this valuable perk.
The Fundamentals of Free Returns
Let‘s start with the basics: ASOS offers free returns on most items within 28 days of delivery, as long as they are returned in their original condition. This means clothing should be unworn with tags attached, and preferably in the original packaging. According to ASOS‘s website, the company aims to process refunds within 10 working days of receiving your returned items, and funds should appear in your account within 14 days maximum.[^1]
One important caveat is that ASOS does not refund the original delivery charges, only the cost of the items themselves. They also do not offer direct exchanges – all returns are refunded and you must place a new order if you want a different size or color. This policy is fairly standard across online fashion retailers, as handling exchanges can be logistically complex and costly.
However, ASOS does go above and beyond in one key area: in 2019, they extended their returns period from 28 to 45 days, giving customers even more flexibility.[^2] The catch is that returns made after 28 days are only eligible for a gift voucher to spend on future ASOS purchases, not a cash refund. Still, this longer window can be a lifesaver if you need more time to decide on a purchase or have a busy schedule.
The Returns Process Step-by-Step
Initiating a return on ASOS is designed to be as seamless as possible. Here‘s a quick overview of the steps:
- Log into your ASOS account and locate the order you want to return.
- Select which items you‘re sending back and choose a return reason from the dropdown menu.
- Print the returns label or obtain a QR code to scan at a drop-off location.
- Package your items securely, attach the label if needed, and drop off at your chosen courier.
ASOS provides a range of convenient return options that vary based on your location. In the UK, you can return parcels for free at any InPost locker, Collect+ store, Royal Mail post office, or Asda location (yes, you can return clothes with your groceries!). Simply scan the provided QR code and get a digital receipt.
US customers can return items via UPS or at select Nordstrom stores, while other countries have their own assigned postal services and partner locations.[^3] ASOS‘s goal is to make returns as easy and low-cost as possible for shoppers around the world, and they continue to expand their network of drop-off points.
One pro tip is to always get proof of postage when dropping off your return, just in case the parcel gets lost in transit. Having documentation of when and where you sent the return can be a lifesaver if you need to follow up with ASOS customer service about a missing refund.
The Fine Print of Free Returns
Like any generous retail policy, ASOS‘s free returns do come with some terms and conditions to be aware of. Firstly, certain items are not eligible for returns under any circumstances:
- Pierced jewelry or accessories with a broken hygiene seal
- Underwear, swimwear or face masks if the hygiene seal is opened or tags removed
- Grooming products, makeup, and skincare that have been opened or used
- Final sale or promotional items clearly marked as non-returnable
- Items received over 45 days ago
- Anything visibly worn, altered, washed or damaged
It‘s important to carefully read the product details before purchasing, especially for items like jewelry or beauty products, to understand if they can be returned. ASOS does reserve the right to refuse returns that don‘t meet their criteria, and in some cases may even send non-eligible items back to you at your expense.[^4]
Another key part of the returns policy is ASOS‘s "fair use" clause. While they are generally quite accommodating, ASOS may investigate accounts with an unusually high rate of returns that could suggest misuse. If they determine you are returning too many items too frequently, ASOS may put limits on your ability to place future orders.[^5] As a regular shopper, I‘ve never run into issues, but it‘s good to be mindful about only ordering what you truly intend to keep when possible.
Crunching the Numbers on Returns
Now let‘s take a closer look at the role returns play in the e-commerce fashion industry. Online shopping has absolutely exploded in popularity, with global e-commerce sales expected to reach $6.3 trillion by 2023, a 21.7% increase from 2022.[^6] Fashion is a major driver of this growth, but it also comes with a high level of returns.
A 2021 survey found that nearly 50% of online shoppers have returned clothing or accessories in the past year, with poor fit and quality being the top reasons cited.[^7] For ASOS specifically, a 2022 study analyzed over 200,000 reviews and found that 55% of negative feedback mentioned issues with sizing and fit.[^8]
Given these statistics, it‘s clear that offering free returns is practically a necessity for fashion retailers looking to win over digital shoppers and drive loyalty. A 2020 report showed that 62% of customers are "much more likely" to shop online with a brand that offers free returns and exchanges.[^9]
However, this customer-friendly policy comes at a cost for retailers. Industry analysts estimate that returns can account for up to 10% of a company‘s total sales, and in some cases even more.[^10] Processing returns also involves significant operational expenses, from shipping and handling to cleaning and restocking items for resale.
ASOS has been quite transparent about the challenges posed by their generous returns policy. In their most recent annual report, the company shared that "the cost associated with free returns impacted profitability" and outlined strategies to mitigate this, such as adding more sizing details to product pages to reduce return rates.[^11]
Despite these hurdles, ASOS remains committed to free returns as central to their customer experience. CEO Nick Beighton has stated that "the cost of returns is lower than the lifetime value we get from our loyal customers."[^12] In other words, cultivating happy shoppers who keep coming back is ultimately better for business than pinching pennies on returns.
How ASOS Stacks Up to Competitors
So how does ASOS‘s returns policy compare to other major online fashion retailers? Let‘s take a look at some key players in the space:
| Retailer | Free Returns? | Return Window | Refund or Exchange |
|---|---|---|---|
| Boohoo | Yes | 28 days | Refund only |
| H&M | Yes | 30 days | Refund or exchange |
| Zara | Yes | 30 days | Refund or exchange (in-store) |
| Uniqlo | Yes | 28 days | Refund only |
| Next | Yes | 28 days | Refund or exchange |
As this comparison illustrates, ASOS is very much in line with the industry norm of offering free 28-30 day returns for online orders. Where some competitors have a slight edge is allowing for in-store returns and exchanges, but this is counterbalanced by ASOS‘s longer 45-day return window for gift vouchers.
Interestingly, a few fashion retailers are starting to introduce "try before you buy" options, where customers can order items to try on at home and only pay for what they choose to keep after a trial period (usually 7-14 days). British retailer Next is one example, though their service is currently invite-only based on account history.^13
As e-commerce technology and logistics continue to evolve, it will be fascinating to see how return policies across the industry adapt in response to changing customer expectations. For now, ASOS remains a reliable choice for shoppers who prioritize free and flexible returns.
The Environmental Impact of Returns
One important consideration with the rise of online shopping and returns is the environmental impact. Fashion is already one of the world‘s most polluting industries, and the carbon emissions from transportation and single-use packaging only compound the issue.
A 2022 study estimated that over 5 billion pounds of waste is generated from returns each year in the US alone, with less than half of returned items making their way back to store shelves.[^14] Clothing often ends up in landfills due to damage or the cost of cleaning and processing returns.
As an sustainability-minded shopper, there are steps we can take to reduce the environmental toll of our online purchases. Being selective with orders, checking size charts carefully, and avoiding over-purchasing just to hit free shipping minimums can all help cut down on unnecessary returns.
When you do need to make a return, opt for paperless QR code labels to save on waste, and reuse the original packaging if possible. For items that arrive with single-use plastic bags, look for recycling options in your area. Every small effort adds up.
ASOS has made positive strides in this area, setting science-based targets to reach net-zero emissions by 2030 and launching resale and clothing recycling initiatives.[^15] However, it will require a collective effort across the industry and from consumers to create a more circular and sustainable fashion ecosystem.
Tips for a Hassle-Free Return
To wrap up, here are a few tried-and-true tips for making your ASOS returns as smooth as possible:
- Read product reviews and size charts before ordering to minimize the likelihood of returns.
- Keep items in pristine condition with tags attached until you‘ve decided to keep them.
- Initiate your return within 28 days of delivery to get a full refund.
- Package items securely to avoid damage and always get proof of drop-off.
- Hold on to return tracking info until your refund is processed in case of issues.
- If returning from abroad, factor in extra processing time and consider upgrading to tracked shipping.
By being proactive and staying organized, you can fully take advantage of ASOS‘s generous free returns policy and shop with confidence. Happy browsing!
[^1]: ASOS Returns Policy[^2]: ASOS Extends Return Window to 45 Days
[^3]: ASOS Returns by Country
[^4]: ASOS Return Exclusions
[^5]: ASOS Returns Fair Use Policy
[^6]: Global Ecommerce Sales Forecast
[^7]: Online Shopping Return Statistics
[^8]: ASOS Customer Reviews Analysis
[^9]: Consumer Attitudes Toward Online Returns
[^10]: The High Cost of Free Returns
[^11]: ASOS Annual Report
[^12]: ASOS CEO on Free Returns [^14]: Environmental Impact of E-Commerce Returns
[^15]: ASOS Sustainability Goals
