What to do if ASOS sends you the wrong item?

Ordering from ASOS is usually hassle-free, but sometimes mistakes happen. Receiving the wrong item can be frustrating, especially if you need it urgently.

If ASOS sends you the wrong item, report the issue through your ASOS account under the ‘My Orders’ section. You can request a return and refund or a replacement. ASOS covers the return shipping cost for incorrect items.

Mistakes happen, but knowing how to handle them quickly will save you time and stress. Let’s go through all the possible scenarios and solutions.

What if the wrong item is from an ASOS sample sale?

ASOS sample sale¹s offer huge discounts, but they come with stricter policies. Returning a wrong item from a sale may not always be as simple as a regular return.

If ASOS sends you the wrong item from a sample sale, contact customer service immediately. Some discounted items are final sale, but if ASOS made an error, they will issue a refund or exchange.

ASOS Package

ASOS Sample Sale Policies and Returns

ASOS sample sales are special events where items are sold at significantly reduced prices. However, they often have stricter return policies. Here’s what you need to know:

1. Are Sample Sale Items Returnable?

• Most sample sale items are non-refundable unless ASOS made a mistake.
• If ASOS sent you the wrong size or color, they will accept the return and cover shipping.

2. How to Report a Wrong Item from a Sample Sale

• Log into your ASOS account.
• Go to "My Orders" > "Report a Problem".
• Select "Wrong Item Sent" and describe the issue.
• ASOS will provide return instructions.

3. What If ASOS Denies the Return?

• If ASOS refuses to take back the item, check PayPal or credit card dispute policies.
• Some payment providers offer buyer protection that can help you get a refund.

If you’re shopping during an ASOS sale, double-check the return policy before purchasing.

Can ASOS ban you for too many returns?

ASOS offers free returns in many countries, but frequent returns can raise red flags. Some shoppers worry about getting banned.

Yes, ASOS can ban customers for excessive returns if they believe you are abusing the system. Frequent returns without a valid reason may trigger an account review, leading to restrictions or a ban.

How ASOS Monitors Returns and Possible Bans

ASOS uses advanced tracking to monitor return behavior. Here’s what can get you flagged:

1. Signs That You Might Be at Risk of a Ban

• Returning over 80% of your orders – ASOS may think you are ‘wardrobing’ (wearing items and returning them).
• Multiple return requests in a short time – Especially if you always select ‘faulty’ as the reason.
• Returning used or damaged items – ASOS checks the condition of returned goods.

2. What Happens If ASOS Flags Your Account?

• You might get a warning email about your return habits.
• Your account may be restricted from making returns.
• In extreme cases, ASOS can ban your account permanently.

3. How to Avoid Getting Banned

• Only return items when necessary.
• Keep original tags and packaging intact.
• If an item is faulty, provide clear proof (photos/videos) when requesting a return.

If you believe ASOS wrongly banned your account, you can contact customer support and appeal the decision.

Does ASOS refund money?

Customers often wonder whether ASOS refunds their money or only offers store credit. The good news is that ASOS provides cash refunds for most returns.

Yes, ASOS refunds² money to your original payment method once they receive the returned item. Refunds usually take 3-10 business days, depending on your bank.

Understanding ASOS Refund Process

Here’s how ASOS refunds work based on different scenarios:

1. How Long Does an ASOS Refund Take?

• Standard Refund: 3-5 business days.
• PayPal Refund: Usually within 24 hours.
• Credit/Debit Card Refund: 5-10 business days.

2. What If ASOS Delays the Refund?

• Check your return tracking to confirm ASOS received the item.
• If 10+ business days have passed, contact customer service.

3. Does ASOS Refund Shipping Costs?

• ASOS only refunds the original shipping cost if they made a mistake (e.g., wrong item, faulty product).
• For regular returns, the shipping cost is not refundable.

4. Can You Get a Refund Without Returning the Item?

• In rare cases, ASOS might issue a refund without requiring a return.
• This usually happens when the cost of processing the return is higher than the item’s value.

Refunds from ASOS are straightforward, but always check your bank statements to confirm the payment was processed.

How do I contact ASOS about missing items?

Missing items in an ASOS order can be frustrating, especially when you need the products urgently. Fortunately, ASOS has a process for handling such cases.

To report a missing item on ASOS, go to ‘My Orders’ in your ASOS account, select the affected order, and click ‘Item Not Received’. You must report missing items within 30 days of the expected delivery date.

Steps to Take When ASOS Fails to Deliver Your Items

If you didn’t receive part (or all) of your ASOS order, follow these steps:

1. Check the Tracking Information

• Log into your ASOS account and go to "My Orders".
• Click on your order to see the tracking details.
• If the tracking says "Delivered," check with neighbors or your local post office.

2. Report the Missing Item to ASOS

• Go to "Help & Contact" on ASOS.
• Choose "Where is my order?".
• If the tracking is unclear, contact ASOS³ customer support via chat or email.

3. What If ASOS Says the Item Was Delivered?

• If you never received the package, request an investigation from ASOS and the courier.
• If the item is lost, ASOS will issue a replacement or refund.

4. Can You Get a Refund for a Missing Item?

• Yes, ASOS will refund missing items if confirmed lost.
• Refunds take 3-10 business days.

5. What If ASOS Refuses to Help?

• If ASOS denies responsibility and you paid with PayPal or a credit card, file a chargeback or PayPal dispute.

It’s always best to report missing items as soon as possible to avoid delays in resolving the issue.

Conclusion

Mistakes happen, but ASOS has a system in place to handle wrong items, returns, and refunds. If you receive the wrong product, report it immediately. Avoid excessive returns to prevent a possible ban, and always track missing items promptly. Knowing these policies will help you shop with confidence on ASOS.