Any buyer using the services of virtual counters of online stores has been faced with the issue of returning a product that did not fit in size, turned out to be defective, or the order was returned to the store by mistake.
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The issue has become relevant due to the number of stores, which are becoming more and more, the variety of goods offered, their availability and reasonable prices.
What is special about the outlet?
Asos.com is a UK based online marketplace, essentially a large online retailer. The trading platform was established in June 2000. It attracts the attention of customers with a wide range of quality products. Its main advantage was the unique opportunity that allows customers to select all the elements that make up various types of clothing. With the help of the products presented in the store, you can create your own unique image with an individual style.
The store sells branded goods all over the world. The products offered include:
- clothes for men, women,
- cosmetic products, including perfumes;
- bags for various purposes;
- all kinds of accessories from different materials.
It presents products that meet the latest fashion trends. The official website of the Asos.com store contains more than 40 thousand items of goods, which are created by modern famous and young designers along with clothes from the ASOS brand collection.
The store gained popularity among customers by providing some services, for example, sending the buyer a promo code for a 10% discount to his email, while addressing him by name.
The store informs the buyer about the date and time of delivery of the ordered goods, which, at the request of the client, he changes to another date. In addition, here you can view not only individual items, but also fashionable looks - sets of individual items.
On the UK trading resource you can order gifts for loved ones, children, and friends. It gives each customer the opportunity to purchase exclusive clothing and accessories. Advantageous feature trading platform are providing discounts and additional bonuses. It makes exclusive offers to new customers.
The store has a support service that can be contacted for advice on returning goods via:
- a special page posted on the official website, from where the answer comes immediately or within 24 hours;
- social networks “VKontakte”, “Facebook”, on which the answer comes within one hour.
Communication and written requests are carried out in Russian, so there is no need to know English.
Returning goods to Asos
The store provides the opportunity to return goods if the buyer wants. It must be in its original form, with tags, in packaging. Shoes must be placed in a store box.
According to the rules established on Asos, residents Russian Federation has the right to return the goods, although there is a restriction on exchange. But every returned item is subject to thorough examination, which is carried out throughout the day.
If the returned product passes the inspection, then a refund is made to the bank account.
Otherwise it is sent back to the buyer. To return a product back, you must comply with certain conditions that apply in the online store.
These include:
- packaging integrity;
- safety of labels, tags;
- integrity of the product.
Moreover, it must have an impeccable presentation, that is, be clean, neatly folded, and not worn. According to the rules, the store does not accept back goods that have a (+) sign next to the name, but this is very rare. For example, you cannot return underwear.
According to the rules, the buyer has the right to return the goods to the ASOS store within 28 days, counted from the next day after receiving it in hand. The store offers its customers two ways to return goods via postal item or him service department"SKYNET", the choice of which the buyer makes at his own discretion.
Didn't fit
Many buyers are interested in the question: “how to return a product that for some reason turned out to be unnecessary, the item sent doesn’t fit well on the figure, or you didn’t like the color or shape.
If the product ordered from the ASOS store is not suitable for any reason, the return procedure is considered normal. The product will be carefully packed in the packaging in which it was sent.
If the packaging has become unusable, you can put it in ordinary cellophane. new package. The store makes the final decision on further actions after checking the returned goods.
Defects, defects, damage caused by the seller
The procedure for returning defective goods back is carried out upon request, which is drawn up in writing.
It must be sent to the store support service by choosing the most convenient possible method:
In your appeal, you must indicate the reason why the product is being returned to the store, the full name of the product, its article number, any defects found, and attach a photograph that confirms the information.
After some time, you should receive a response from the store, which contains instructions explaining further actions. Usually, if there are minor defects in the product, the store asks to leave it with the client. If they are significant, then they ask to return it. The store sends a form on which it is sent back. Typically, the return form will include postage costs or include a personal discount code for subsequent orders.
Having filled out the required documents and the goods return form in Latin, the client sends them along with the returned goods. You can also scan the form, then mail it and your check to e-mail to the store address. The same should be done if by mistake the store sent the wrong product that was ordered.
Decor
When returning goods back, a covering letter is not required, since according to the store’s instructions, only a delivery note is issued.
Documentation
When the store sends the goods to the buyer, the package contains an “Invoice” document, which is a waybill. This must be completed when returning goods.
When filling out, you must adhere to the following rules:
- in the return column “Refund” of the invoice, a check mark is placed in the shape of the letter “V”;
- in the “Reason Code” return column, the reason for returning the product back to the store is indicated, for which a “number” is noted for the appropriate reason. The invoice contains a number of reasons, listed sequentially in numbers from 1 to 8;
- If you lose documents, you can use the official website of the store, where sample documents are posted. Having printed out the required document, fill it in Latin letters, enter the order date “Order Date”, order number “Order Number”.
Dispatch
Item is sent via postal service in the form of a parcel. It is allowed to include several purchases, but each of them must be packaged separately and accompanied by an invoice. The parcel can be sent as a regular or registered post with notification.
All papers are filled out in Latin letters, including the recipient's address.
If you put an order code on the parcel, the processing process when it is received by the store is slightly faster.
Also issued on English language two copies of the customs declaration form CN-23, where you must fill out the “From” and “B” fields. The declaration describes in detail the contents of the parcel, the cost of the goods, their quantity, tick the category of the shipment in the “Return of goods” item. Below, in the right corner, put the date and signature.
As usual, it is delivered to its destination within three weeks. The official website of the store contains information with the address where the returned goods are delivered. The cost of postage depends on the weight of the parcel, its type and the presence of a notice.
Refund: terms, delivery compensation
If the store accepts the goods back, it sends a message to the buyer about the timing of the receipt of the returned money in the bank. It guarantees the return of money paid for the purchased product in the future 5-10 days, but in practice they arrive in the bank account within two weeks depending on the bank. The ASOS online store returns money for purchased goods in full.
The transfer of money is usually notified by a message sent to the buyer’s email.
Perhaps one of the most attractive services of the ASOS trading platform is free delivery of goods and hassle-free returns. The store informs about the terms of the return, its terms, and the payment of compensation in a letter that the buyer receives a few days later.
When returning an item at the buyer's discretion, the store will not reimburse the costs of shipping it back. If a defective product is returned, the store bears all costs. It also reimburses the costs of returning goods that were sent by mistake by the store. Payments of compensation for delivery costs and dispatch by the store are made within 48 hours.
To receive compensation for expenses, you need to scan the receipt issued by the post office for sending the parcel and send it to the store by email. IN in this case Shipping costs will be refunded immediately. When sending a return form via mail, the money is transferred after it is received by the store, so the refund procedure is slightly delayed.
ASOS or ASOS is a large online store of clothing and cosmetics. Based in the UK. The resource has gained great popularity in Russia. This is due to convenient delivery conditions, excellent service and an impressive range of European quality products at affordable prices.
Unlike Russian competitors (such as LaModa and Wildberries), ASOS does not have the ability to deliver many items in one order, so that the buyer can try on each of them and return to the store what he did not like or did not fit. This is explained by the fact that Asos warehouses are located in the UK, and the cost of shipping things back will be expensive for the resource.
However, the online store accommodates customers who want to return the product and get their money back. To issue a return, the buyer needs to know the nuances of this procedure.
What can be returned
Important! Please keep in mind that:
- Each case is unique and individual.
- A thorough study of the issue does not always guarantee a positive outcome. It depends on many factors.
To get the most detailed advice on your issue, you just need to choose any of the options offered:
The client has 4 weeks from the date of purchase to make a decision. When sending an order back, you must indicate the reason - the amount of compensation paid depends on this. If the item is returned at the buyer's request, the store will only refund the cost of the item. If the item is defective - manufacturing or appeared during transportation - the user receives a refund for the order and for delivery.
ASOS has the following requirements for the condition of items to be returned:
- The item (if it is not defective) must not have signs of use or damage caused by the buyer.
- The packaging must be preserved. The store does not require that it be intact - of course, the client will need to unwrap the delivered order. However, it is advisable not to get rid of the original box and wrapping, even if they were damaged during unpacking.
- You cannot return clothes marked “+”. This type of goods cannot be returned after trying on for hygiene reasons (underwear, swimsuits, swimming trunks, etc.). ASOS doesn't have a lot of these items in its range, so the risk of receiving a non-returnable item is pretty low.
- Products cannot be exchanged for similar ones. If the client requires an item of a different size or color, he will have to wait for a refund and place a new order.
Of course, the item sent back to the store must have all labels and accessories.
If the item is part of a set, you will have to return all items included in it. The resource rules do not allow issuing a partial refund.
How to return an order
The Asos online store accepts orders back in two ways: through Boxberry and by post. Each of them has its own characteristics.
Via boxberry
To send an order back to the store using the Boxberry cell network, you need to do the following:
- Go to the ASOS online store website and make a return in the appropriate section, you can follow the link.
- Fill in the sender information in English letters.
- Enter information about the order into the application: product articles, address to which it was sent, etc. The easiest way to get this information is from email, which the store sends before delivery.
Fill in information about yourself and your order - Select the appropriate Boxberry cell. On the same page you will need to describe the reason for the return. Important point: This form is filled out in Russian letters. Even product brands and the name of the store will have to be typed in Cyrillic.
- After processing the return, the system will generate a shipment number, which will need to be specified at the Boxberry point. You can find your nearest Boxberry collection point by following this link.
- The Boxberry employee will need to present your original passport. He may not accept the copy. You can track where your return is located on the ASOS website here.
At the pick-up point you can receive a branded bag or box for an additional fee. To save money, it is better to pack the item you are sending yourself. For these purposes, the original ASOS packaging is suitable if it has been cut according to the perforation markings. The registration and sending procedure takes no more than half an hour.
The time frame for receiving money is no more than 3 weeks. Once the package reaches the store, the customer receives an email confirming the refund.
Via mail
Return of goods can be carried out by post. In this case, you need to do the following:
- Contact the resource and inform about your intention to return the received goods. If we are talking about a defect, photographs of the faulty item will be required. You can contact via:
- Form
ASOS: basic nuances of returning items
Which items can be returned to ASOS?
The buyer has the right to return any of his purchases back to the store within 45 days from the date of receipt. In order for everything to go quickly and without problems, it is worth ensuring that several conditions are met:
- The product must not show any damage or signs of wear. The only exception is the detection of a defect
- Availability of packaging. The company accommodates customers and does not strictly monitor the availability of original packaging. Almost all items can be returned without it. The exception is clothes with a “+” sign in the name. For hygienic reasons they cannot be returned after trying on or wearing.
- In cases where it is necessary replacing ASOS products with similar ones, but of a different color or size. Unfortunately, the store does not carry out an exchange procedure, but will accept items that do not suit you and return the money. You will have to buy a new item again.
How to fill out a return form with ASOS and return your purchase for free
1.Filling out the form will be returned on the ASOS website
On the ASOS website, visit the returns form page. There are a number of fields that need to be filled in:
- Full name
- Order number
- Phone number and email
- Country and address
- Details of the item being sent: product code, description, quantity, cost, select the reason for return
When you proceed to the next step, you will be asked to select a collection point for your ASOS parcel
2. Selecting the nearest parcel collection point
To return ASOS parcel for free, you must mark the FREE item at the top of the site. This opportunity is provided by Boxberry parcel collection points. Next, mark the nearest address of the Boxberry item, also do not forget to enter your Last Name, First Name, Patronymic.
3. Filling out data on the Boxberry website
If you are not registered there yet, you will need to enter your passport details, full registration address, and also upload scans of your passport to confirm your identity and the possibility of returning your order. Once you have completed your return through Boxberry, a confirmation email will be sent to you. This email will also include your return label and package tracking number.
4. Collect the parcel and take it to the Boxberry point
Collect your parcel, print it out and stick a return label on it. Take it to the Boxberry parcel collection point of your choice. By the way, if you don’t have a printer, Boxberry employees can print and stick a return label for you. To do this, show them the parcel tracking number. Don't forget to bring your passport to confirm your identity!
5. Track your package to ASOS
Follow the progress of your parcel on the ASOS returns tracking page. To find out where your return is, please enter your tracking number or order number. ASOS will send you an email notification. address as soon as you receive your parcel.
ASOS refund: what to do if you got the wrong amount back
Waiting for a refund from ASOS takes a long time, so don't worry. The parcel itself will be on the way for about 3-4 weeks. It takes up to 24 hours to process a returned package. Depending on which bank services the buyer’s card, the process of crediting money takes up to 10 business days. The change in the amount of returned funds is influenced by 3 factors:
- Deduction of money for delivery of goods. If you issued a free return through Boxberry, then this amount is not deducted
- Deduction of discounts valid at the time of purchase
You bought 2 things that cost 10,000 rubles for 4,000 and 6,000 rubles respectively. Used a promotional code or purchased a promotion with a 10% discount. They actually paid 9,000 rubles for the purchase at 3,600 and 5,400 respectively and saved 1,000 rubles on the purchase. 1 item for 5,400 rubles did not suit you, and you decided to return it. If at the time of return this promotion or promotional code is no longer valid, then you will be refunded 4,400 rubles instead of 5,400. 1,000 rubles is the difference that you saved during the promotion. If this state of affairs does not suit you, then it would probably be advisable to return all the items and receive the full amount spent, 9,000 rubles for the entire order. You decide.
- Difference in exchange rates at the time of ordering and at the time of return. In the event that you paid not in rubles
If all these nuances are taken into account, but the final amount still does not correspond to the one that should have been returned to the account, you need to contact ASOS employees for clarification.
Images: source asos.com/ru
Even when making a purchase from a reputable online retailer such as Asos, you may need to return it. Sometimes clothes or shoes don’t fit, the buyer doesn’t like the style or cut of the item, or the package arrives defective or with missing components. There are a lot of options, so knowing how to return a purchased product to Asos, the client will save himself from problems without putting in unnecessary effort.
Conditions for returning goods to Asos
In most situations, the buyer pays for the return of the goods back to the store. But, if the items that came from Asos turned out to be defective, and the client rightly does not want to spend money on transporting them, it is possible to send the parcel using the Boxberry company. Its branches today operate in three hundred and fifty cities of Russia.
Under what conditions will you be able to return your order to the Asos online store:
Return instructions
When an item from Asos arrives in the wrong size or color, or is simply defective, the buyer must refuse it and issue a return. This procedure is quite simple - it only requires careful execution of several steps.
What should you do to return an unsuitable product to Asos:
How to process a return through Boxberry
Returning goods purchased from the Asos online store is absolutely free when using the services of Boxberry.
How to do this step by step:
- First of all, enter the information in the return application. Wrap the goods and this document into the package.
- Take the sender's identity document.
- Visit one of the Boxberry transport service points.
- Arrange for shipment of goods.
- Receive an invoice that displays the shipment number. It will be possible to track the parcel using it in the future and find out whether it has returned to the store.
Return tracking
In absolutely every transport service, the client who has issued a return has the opportunity to constantly track the parcel. It appears by assigning a tracking number to the shipment. You can even track your return on the Russian Post website.
Asos Return Points
The parcel can be sent back using different companies, and Russian Post is no exception. It is more profitable to send it by packing it in a so-called “small package”. The final cost is affected by the weight and dimensions of the shipment.
The item does not have to be placed in the original packaging, the one in which it came from Asos. The main condition is the presence of a return form in the parcel.
Returned clothing or shoes must be in the same condition as when the customer received it. All labels are saved, company employees will check this.
If shipment is ok, return Money guaranteed.
Shipping times may vary. It depends on the locality in which the store customer lives. Maximum amount days - twenty-one.