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 monitoring the observance of several conditions:
On the ASOS website, go to the page with the return form. There are a number of fields that need to be filled in:
When you move on to the next step, you will be prompted to select a collection point for your ASOS package.
To return an ASOS package for free, it is necessary to mark the item FREE OF CHARGE at the top of the site. This opportunity is provided by Boxberry parcel acceptance points. Next, mark the nearest address of the Boxberry point, also do not forget to enter your Last Name, First Name, Patronymic.
If you are not yet registered there, you will need to enter your passport details, full registration address, and upload scans of your passport to verify your identity and be able to return 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 tracking number.
Collect the package, print it out and stick a return label on it. Take it to the Boxberry pickup point of your choice. By the way, if you do not have a printer, then Boxberry employees can print and stick a return label for you. To do this, show them the tracking number of the package. Don't forget to take your passport to prove your identity!
Track the progress of your package 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.
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 itself takes up to 10 business days. 3 factors influence the change in the amount of returned funds:
You bought 2 things that cost 10,000 rubles for 4,000 and 6,000 rubles, respectively. Used a promotional code or bought a promotion with a 10% discount. For the purchase, they actually paid 9,000 rubles at 3,600 and 5,400, respectively, and saved 1,000 rubles on the purchase. 1 thing for 5,400 rubles did not suit you, and you decided to return it. If at the time of the return this promotion or promotional code is no longer valid, then you will be refunded 4,400 rubles, instead of 5,400. 1,000 rubles is the difference that you saved during the promotion.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 things and receive the full amount spent of 9,000 rubles for the entire order. You decide.
If all these nuances are taken into account, but the final amount still does not match the amount that should have been returned to the account, you need to contact the ASOS staff for clarification.
Images: source asos.com/ru
Shopping in online stores can be called shopping of a new generation. Many trading platforms offer, without leaving your home or office, and sometimes right on the road, to buy new clothes for your wardrobe, household appliances, gadgets and other goods. And if earlier, at the time of the formation and development of such a business, it was still dangerous to order something, now it is difficult to imagine life without it. But sometimes purchases even from trusted stores like the Asos international site have to be returned - the wrong size came or the style did not fit, and it happens that a defect was found on the product. In this case, it is possible to return the item received and receive a full refund of its value.
The Asos online store provides returns for almost any category of products presented in the catalog. And it doesn’t matter the reason why the buyer decided to return the purchased item - according to the legislation of the Russian Federation and the policy of the trading platform itself, this may be a requirement to exchange defective clothes or accessories, as well as rejection of the one you don’t like. Since the client, before making a payment for the order, cannot either try it on or see it with his own eyes, the seller treats the return with understanding, but sets some rules for this.
Thus, it will not be possible to return products that are marked with a plus sign (+) in the general catalog. There are few of them and, in particular, underwear products that cannot be returned to ordinary stores belong to such categories. This is determined by the relevant list established in addition to the consumer protection law.
To return goods from Asos, you will need to keep the tags that were attached to the purchase. They should not just be attached to the parcel, but in their original form attached to the product. If you have torn the packaging so that it is not possible to restore it, this is not so significant, because the most important thing is not to have time to cut off the tags, but they are attached to absolutely every product, and subsequently representatives of the trading platform will identify their product by them.
The online store allows 28 working days for the buyer to send back the purchased product. The first day is considered the next after receipt, which must be confirmed on the site. After this period, it will no longer be possible to exchange the purchase for a similar item of a different color or size, or to make claims about a poor-quality package.
The policy of the online store implies the exchange of the item returned back only in one case - if it came to the buyer defective, and he wants to receive the same, but of high quality. In other situations, the exchange or return must be discussed with the support service, but, most likely, the representatives of the site will agree to pay the full cost of the goods.
The following circumstance should also be taken into account. The Asos store often holds discounts and promotions, which can then affect the amount of returned funds. So, if several items were purchased, the total cost of which implies a discount, then when one of the items is returned, it will already go at its full price. And at the same time, as stated in the return rules, the entire amount of the discount will be deducted from this figure, and as a result, the amount of the long-awaited monetary compensation may turn out to be much less than expected.
Since the main office of the marketplace is in the UK, when returning through the post office, the buyer will have to pay a considerable shipping cost. The exact amount will depend on the size and weight of the package or box. If an item is returned that did not fit for subjective, personal reasons, then the cost of postage falls on the shoulders of the buyer. In the event of a forced rejection of the product due to its poor quality or marriage, Asos promises to reimburse not only its cost, but also the cost of shipping - for this, in the feedback you will need to send a photo of the check, its scanned or electronic version.
Today, there are two ways to return the goods received from the Asos online store. The first is postage, which is regarded as a regular postal item to the recipient in another state, but with some differences in the form of special declarations. And the second - through boxberry, which are specialized points for returning goods back to online stores. There are more than a thousand such offices throughout the Russian Federation, and they all work daily, seven days a week, and you will need to find out about holidays in each case.
The first step before you directly send the wrong or defective little thing, you will need to contact the support service and notify them of your intentions. The buyer should indicate the reason for the return, and if necessary, attach a photograph of the product, which shows the existing defect. Next, wait for a reaction from the representatives of Asos, in which they agree to reimburse the cost of the goods and their shipment (the latter, as mentioned above, only if there is a marriage).
While waiting for a response, it will not be superfluous to familiarize yourself with the return policy in detail, since they may change over time due to a change in the policy of the online store. It also defines the conditions for the delivery of each category of goods.
After the answer is received, you need to fill out a return form. Asos puts such a form in each box with the parcel, but in case of loss or damage, it can be downloaded without any problems on the official website of the online store and filled out electronically or manually.
Now it remains only to pack the purchase and go to the post office. Once again, you should check the safety of all store tags, without which the administration may refuse to return. All parcels there are very carefully checked by a special commission, which determines not only whether the goods belong to their store, but also as a result of which a marriage appeared, and, accordingly, whether the buyer's requirements are subject to satisfaction.
In any city, it is preferable to contact the central post office. There is more likely to find competent employees who may have already encountered similar situations. They will provide the necessary forms to fill out and advise on how best to send the package. As the experience of other buyers testifies, the most successful option is a ground parcel, which has its own track number and will not get lost either on the territory of Russia or abroad. To send it, you will need to fill out a form on the package itself indicating in English personal data and information about the addressee, as well as two copies of customs declarations. These declarations can also be found on the website of the Russian Post under the number CN 23, they are designed specifically for returning purchases to foreign online stores.
Declarations are made as follows:
In order not to make a mistake with the address, you should rewrite it from the return form of the trading platform - it is indicated there in English, and the buyer only needs to carefully transfer it to both copies of the declaration and to the form that will be attached to the parcel package. In addition, on the parcel it is necessary to indicate in Russian the country of the recipient - Great Britain.
This completes the sequence of actions for those who simply did not like the purchase. The same consumers who are faced with a marriage will have to send receipts to the store to reimburse postage. To do this, you need to take a high-quality photo, which clearly shows what the payment was made for and the final cost, or scan it. Usually, representatives respond very quickly and promise to send a money transfer the next day. True, it can take up to 10 days to reach the bank account of a Russian citizen.
Then you just have to wait and track your parcel. As soon as it is received, a notification will be sent to your personal account on the site. And soon another message - that the store sent the money to be refunded, or a replacement item, if the buyer had specified this option. The money will be credited to your bank account in a few days.
You can return the purchased thing completely free of charge - such a service is provided by return points for boxberry goods purchased online.
The return process in this case will take place on the corresponding page of the Asos website. You need to log in and go to the tab that offers to refuse the received purchase. There will be instructions to follow.
First of all, fill out the return form - your data, as in the case of the postal declaration, must be entered in English. However, it is advisable to immediately fill in personal information in Latin during registration, because this is what the store requires for sending out orders. And to return, just copy the required fields.
Also, the form will need to indicate the things to be sent - information about them (description, number and cost) can be copied from the letter that came to the e-mail after paying for the order. This is a kind of invoice, which it is desirable to keep not only until the parcel is received from the store, but also until it is fully checked. Only when the buyer is convinced that the product meets his wishes and has no flaws, he can delete the letter.
As the next step, Asos offers to choose which of the boxberry points closest to the client's location will be convenient for him to deliver the returned order. The selected office must be ticked, as well as confirm the desire to send the parcel for free. Here again, you will have to duplicate the return form, but in Russian letters, including the name of the trading platform. After sending the request, a message will be sent in which the personal number of the parcel will be indicated, it must be saved.
With this number and a scan of your passport, you will have to contact the point of acceptance of online purchases. When returning, the thing should be packed in a plastic bag, not a box - you can buy it at the post office, which will be cheaper, or give the order to the boxberry staff so that they pack it for an additional fee.
There will be no declarations to fill out, since the office workers themselves will download and print everything from the submitted request. And with subsequent requests to return purchases to Asos, everything will go even faster, since the buyer's data will be stored in their database.
After that, again, you need to wait. Usually the process of sending and receiving takes about two weeks, after which the store received a notification that he received the package and sent money or a replacement item. Money will be credited in the same way that the order was paid - to a virtual wallet in the shortest possible time or to a bank account within another 10 days.
Every buyer who makes purchases on the virtual shelves of online stores, at least once in his life, faced with the issue of returning a wrong-sized, defective or mistakenly ordered product back to the store.
Today we will focus on the procedure for returning goods from one of the most popular online store among buyers around the world - ASOS.com.
As a rule, the reasons for the return are either mistakes on the part of the buyer, or from the store.
IN Items can only be returned to the ASOS store within twenty-eight days from the moment the buyer received his package with the order.
Items can only be returned to the ASOS store within 28 days
You can only return the item to the store in the condition in which the buyer received it, that is, in the original packaging, all tags must be in place, not cut off, things must be clean, tidy and not worn.
Remember, each item is carefully checked upon return.
Items with a (+) sign next to their name cannot be returned.
For residents of the Russian Federation, Ukraine and Belarus it is possible only return of goods. Goods are not subject to exchange. If you made a mistake with the size or color of the goods, then you need to make a new order after the return.
All necessary documents for the return of goods - "Invoice" are directly in the parcel with the received order. If you lose these documents, do not be discouraged, you can always get them in the “Personal Account” of a registered user or fill everything in manually.
returned clothes best to send postal service small package by land transport, which will save on shipping, but it is better to send shoes in a parcel.
Note: A small package is an international postal item with samples of goods or small items of a certain size and a maximum weight of up to two kilograms. It can be simple and customized.
Remember that until the return package reaches the warehouse of the ASOS store, the buyer is responsible for its safety.
That is, it is necessary to choose a reliable postal service and pack the parcel so that the goods are not damaged during the journey.
Please note that at ASOS you can put several returns from different orders in one package, packing everything separately in packages and attaching all related documents to each.
It is necessary to take all supporting documents from the postal service about sending the parcel. If suddenly the parcel is delayed in transit for a period of more than twenty-one days from the moment of sending, you will have proof of your dispatch of the parcel for the customer service of the store.
As practice shows, from Russia, depending on the region, parcels are delivered to the UK within twenty-one days.
Store return shipping address: ASOS, Park Spring Road, Grimethorpe, BARNSLEY, S72 7GX UK.
Checking the integrity and safety of the returned goods in the warehouse of the store takes place within 24 hours. After a thorough check of the goods, the store will transfer the money to your account. If any item does not pass the test, it will be sent back to the buyer.
So step by step procedure normal return of goods — due to the buyer(the size did not fit, the style, the wrong color thing, not the village) - looks like this:
- carefully pack the goods back exactly in the same packaging / plastic bag in which the goods came to you in the parcel. If suddenly the packaging is lost, which is not very good, then you need to use a regular plastic bag.
- we take the invoice and in the return column "Refund" we make a mark - a tick (V).
- in the column with the reason for the return "Reason Code" indicate the reason with the corresponding number:
1. in real life, the thing does not look like the picture from the site;
2. ordered (a) several sizes of the same product (more than one);
3. the package arrived later than expected;
4. poor quality/marriage, defects;
5. does not fully correspond to the description on the site;
6. this thing does not suit you (it does not fit you well);
7. received not the item that was ordered in the store;
8. the parcel was damaged during shipment;
– if the documents were lost, after downloading, fill in all the information in Latin letters, and do not forget to indicate the date of the order “Order Date” and the corresponding order number “Order Number”.
Note: For regular returns, no cover letter is required for ASOS store customer service.
- pack the parcel and go to the selected postal service, where, having filled in the necessary shipping documents in Latin, arrange the dispatch of the parcel. If possible, do not forget, since not all postal services allow this, peel off the sticky square with the recipient's address from your return form and stick it on the outside of the package. If you were not allowed to stick it, it's okay, fill in the data in Latin and also add the order code, which is indicated in the lower left corner of the same sticker, which will significantly speed up the process of processing your return.
Shipping cost Sending packages to ASOS is not cheap and usually depends on the weight of the package itself.
Note:in case of a normal return due to the fault of the buyer, the ASOS store, as well as any other online store, does not compensate the buyer for the cost of shipping the return of the goods.
- after the relevant store service checks the return of the goods, the buyer is notified in writing that the funds will be credited to the buyer's bank account within 5-10 working days. But, as practice and reviews of many buyers show, depending on the bank, the money goes to bank accounts within one to two weeks.
Procedure return of goods through the fault of the ASOS store(defect or marriage of a thing, you were sent the wrong thing that you ordered), differs slightly from the steps we previously described.
In this case, your communication with the representatives of the store will begin with a written request to the store support service in one of the most convenient ways for you: by e-mail [email protected], via the "Contact us" form, or via Twitter or Facebook.
In your letter of appeal, you must indicate the reason (marriage or the wrong product ordered), the full name of the product, the article number, indicate what defects are present and where (either which product was ordered and which one you received) and attach a confirming photo.
Next, you wait for a response from ASOS and follow the recommendations sent: make a return or keep the item for yourself due to minor defects, the store may send you a return form (postage) and / or a personalized discount code for the next order.
After that, you collect the parcel, fill out the necessary documents, as well as the form for the return of postage in Latin and put it in the parcel.
Draw your attention to that you can scan this form and email it along with your postal receipt. In this case, you will be refunded the shipping costs immediately, and if you include the form in the package, then upon its arrival at ASOS.
In the event that you had to return an item due to the fault of the ASOS store, your postage costs for shipping the goods will be reimbursed by the store.
Finally, I would like to note that the customer service at the ASOS online store is very friendly and competent, do not hesitate to ask them questions that interest you. If, nevertheless, their answer did not satisfy you, you can ask us questions, we are always ready to help you figure it out.
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