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Help with shopping

This page should help answer any questions about shopping on ASOS Marketplace. If you would like any information on your boutique or account on Marketplace, take a look at our BOUTIQUE FAQS and ACCOUNT FAQS.


Where is my order?

We advise you try contacting the Boutique directly by clicking on the envelope icon on their store front or on any of their items that are listed for sale, you are then able to follow up on your order and ask for any tracking information that will help locate your order. If you don’t receive a response after a reasonable period of time then you are able to raise a dispute with PayPal. Paypal host all Marketplace payments as Marketplace is a platform we do not process any transactions, these remain between the customer and the Boutique.To raise a Paypal dispute click here PayPal will look into this for you and help claim your money back. If you need any further help or want to flag anything to us please email us at marketplace@asos.com.

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The Boutique is ignoring me

We advise contacting the boutique directly by clicking on the envelope icon on their store front or on any of their items for sale, you are then able to ask any questions that you may have. If you do not get a response within a reasonable amount of time then please email marketplace@asos.com outlining the issue along with your order number and we can look into it for you.

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Item was returned and the seller has not processed the refund

If the item was returned with a sign for service then you are able to check it the item reached its destination, we advise that you double check this first. If the item has been delivered or you’re unable to check, please contact the seller directly - you can do this by logging into your ASOS Marketplace account, clicking on the envelope icon on their store front or on any of their items for sale. If you’re unable to reach the seller, you can raise a dispute with PayPal as they host all our Marketplace payments. To raise a Paypal dispute click here. PayPal will look into this for you and help claim your money back. Please also email marketplace@asos.com advising the issue and the order number and we can look into the order for you. .

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Please close my account

In order to close your account please email marketplace@asos.com and provide us with your Marketplace account name or email address, we will then close your account and advise when it is done.

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Buying on Marketplace

How do I purchase items?

To purchase click on the Add To Bag option of the item(s) that you want. The item(s) will then be added to your basket. You can either view your shopping bag or Pay Now. Items in My Shopping Bag are not reserved for you and are available for other people to buy so make sure you act fast if there’s something you really want. Items will not be reserved from stock until you have paid for them. If an item goes out of stock it will be shown as 'item is currently unavailable'.

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Do you offer student discount on items to buy from marketplace?

We do not offer student discount on items purchased via ASOS Marketplace, however boutiques have the option to set up promotion and discount codes so it is a good idea to keep an eye out for these.

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I have a problem with my order

We advise that you contact the seller directly via your ASOS Marketplace Account. or by clicking on the envelope icon on their store front or on any of their items that they have for sale. If you have contacted the seller and they have not responded to you within a reasonable time frame, check that they have not put their boutique on holiday mode as this would indicate that they are away. You can also to find out what to do if the seller is ignoring you.

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What do I do if I think an item is counterfeit?

You have the ability to report every seller and boutique on the site. Use your power! Even if you’re just suspicious, it’s better to speak up and alert ASOS Marketplace as we will investigate each claim. If you hit the report button on the product page you can send us a message highlighting your concerns. Take a look at our Fashion not Fakes campaign.

Alternatively, mail us a link or a tip to fashionnotfakes@asos.com

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What do I do if I receive an item that I believe to be counterfeit?

If you have bought an item from a seller on Marketplace and you believe it is a counterfeit, firstly contact the seller to request a refund. If you do not receive a response or your money back from the seller, alert our compliance team, including your order number, to enable them to look into this further.

Once the issue has been raised, and the seller continues to be uncooperative, you must visit the PayPal resolution centre to seek financial resolution.

As with any transaction, please use ASOS Marketplace's Feedback system to review the seller's product and service for your transaction, but please don't leave feedback until the transaction is complete.

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What is Fashion not Fakes?

ASOS Marketplace operates a zero tolerance policy towards the buying and selling of counterfeit goods. We just won’t stand for it, and you shouldn’t either. We have created the Fashion not Fakes campaign to make sure that every Marketplace member knows as much as they can to identify, report and prevent the buying of counterfeit goods.

If you are caught selling counterfeit goods on ASOS Marketplace you will never sell here again and we have a responsibility to report you to the authorities. Tough but fair.

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What is PayPal?

PayPal is a secure online payment method, which allows you to pay or get paid quickly and easily without having to share any of your financial information. PayPal remembers your bank details, and keeps them locked up safe - so you don't have to.

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How does PayPal work on Marketplace?

We use PayPal to process all Marketplace transactions. At check out, you will be redirected to PayPal to purchase your items. You can set up a PayPal account as part of the checkout process. When you buy an item it creates a PayPal transaction between you and the seller for the amount of the item plus shipping. When you enter your payment details the money will be transferred to the seller's PayPal account.

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I can't complete my purchase on PayPal, what should I do?

Make sure you have sufficient funds in both your PayPal and bank accounts. If you have confirmed that you have available funds, there may be an issue with the recipient's Paypal account, so we encourage you to message them via their ASOS Marketplace boutique homepage. If you are still experiencing problems, it may be necessary to get in touch directly with PayPal to resolve the issue.

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How long will it take for my PayPal payment to clear?

PayPal payments usually clear immediately. On rare occasions PayPal payments fail. In these instances we recommend checking your PayPal account before repeating the purchase process.

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What protection do I have as a customer?

All transactions on ASOS Marketplace are made directly between the buyer and seller using PayPal.

Orders paid with a PayPal account include Buyer Protection, a feature managed by PayPal. PayPal Buyer Protection should only be used as a final step if you cannot reach an amicable resolution with your seller. Protection offered by credit or debit card issuers varies greatly - we recommend checking with your card provider.

ASOS Marketplace reviews all instances of Buyer Protection and card reversals. Unreasonable use of PayPal Buyer Protection or card reversals will lead to account closure and further escalation, in line with Marketplace’s terms and conditions.

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How long will it take to deliver my item?

This can vary based on the delivery method that the seller has provided or that you have chosen, as well as where the item is being delivered from or to, the seller will have specified the shipping times on the shipping details section on their listing. Deliveries within your country will normally be quicker than international deliveries, depending on the shipping method chosen. Some sellers use shipping services that will allow you to track the delivery. If you want more information contact the seller by clicking on the envelope icon on their store front or on any of their items for sale.

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What shipping methods can I choose?

You have a number of shipping methods depending on what the seller has decided to offer. If a shipping method you would like is not available, you should contact the seller and ask if they would be prepared to offer the alternative shipping method and add it to their listing.

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Why can't I select a shipping option?

It is likely that the seller hasn't included a shipping option to your region. You can message the seller and ask them if they dispatch to your country, or if they would be happy to make an exception. Simply search for the seller using the search box at the top of the page and click on 'send us a message' on one of their product pages.

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How do I change my address or add a new one?

Log into your ASOS Marketplace account and click through to Account>settings>my details. There you can choose to 'edit' an existing address or select 'add an address'.

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My item hasn't been delivered, what should I do?

If an item has not been received after a set time period you should first contact the seller via yourASOS Marketplace account or by clicking on the envelope icon on their store front or on any of their items for sale, to find out the reason why you have not received the item. If you do not get a sufficient reply then you can raise a dispute through PayPal. ASOS Marketplace is not involved in any part of the shipping process and will unfortunately not be able to offer help with shipping or delivery enquiries. ASOS Marketplace relies on accurate reporting and dispute resolution to maintain its fashion integrity, so always leave seller feedback once the transaction is complete.

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Can I use ASOS.com's Premiere Delivery service on ASOS Marketplace?

ASOS.com's Premiere Delivery service is not valid on ASOS Marketplace. However a growing number are offering free UK delivery for all. Just refine by "Free Delivery" on your favourite category pages.

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Are there excess charges on items from international sellers?

If you are an overseas buyer you may be subject to import duties and taxes, which are levied once the package reaches your country. Any additional charges for customs clearance must be covered by you; we have no control over these charges and can’t predict what they may be.

Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from a seller at ASOS Marketplace, you are considered the importer of the item and must comply with all laws and regulations of the country in which you are receiving the goods.

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How do I leave feedback for an item I recently bought?

Once your item has been shipped a ‘Feedback required’ prompt will show up in the My Marketplace Dashboard area. Click through to leave either positive, neutral or negative feedback for the seller plus a comment. If you have a question for the seller please do not leave it in the feedback section, send them a message by clicking on the envelope icon on their store front or on any of their items for sale.

If feedback left is unjust or left incorrectly we may remove it without further contact.

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Can I change my feedback?

If you have left feedback incorrectly, or a seller has rectified a problem, you can change your feedback once. You can change it by viewing the order details page or by visiting My Marketplace > Feedback. Click on 'reconsidered' and change your feedback there.

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Refunds & Returns


You may cancel an order from your account before it is shipped. Please note that if the item is made-to-measure you may only be able to cancel the order before it is shipped provided that the garment hasn’t been altered or made yet.

If you receive an item and wish to return it for any reason you must inform the Seller in writing:

  • Within 14 days of receiving the item.
  • You may use the withdrawl form to let the Seller know if you wish to cancel your contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
  • Within 28 days if the item becomes faulty.

The Seller will then provide you instructions on how to return your item and once your item is received back, they will process your refund through Paypal.

Return postage is your responsibility unless the item is incorrect or faulty, in which case the Seller will refund the return postage.If you cancel your contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 any standard shipping charges that you have paid to receive your purchase will be included as part of your refund.

Please note that the seller may refuse a refund if the garment as been made according to your precise measurements ie) made-to-measure.

The items you return must be unworn and in their original condition save for your right to inspect the goods and try on the garments. It is your responsibility to ensure that you package the returned goods adequately so that it arrives back to the Seller undamaged. If you have any further questions on returns, refunds or cancellations please contact the Seller.

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How do I return an item for refund?

Customers are entitled to a full refund within 14 days of receiving an order, provided the item is unworn and immediate packaging is received back in the same condition as it was sent.

Go to > My Account > Orders > Purchases. In the ‘Actions’ drop down select ‘Request Refund’. Select a reason for the return from the drop down and add in a message to the seller.

Once confirmation has been received from the seller, proceed with returning the item.

Items must be returned to the seller you purchased the item from within 14 days of having your ‘request for refund’ approved by the seller. Do not send returns to ASOS or use ASOS.com's freepost label. Marketplace cannot guarantee recovery of items incorrectly sent to ASOS.com.

Once the seller receives the item back, they will action the refund to the Paypal account which was used to pay.

If the seller has not updated the order status to Shipped then you may not have the request refund/exchange option available, in this situation, message the seller though the site to advise them of this.

Please note that the seller may refuse a refund if the garment as been made according to your precise measurements ie) made-to-measure.

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Faulty items

Customers are entitled to return an item within 14 days if it is different to how it was advertised by the seller and is unworn.

If an item becomes faulty after wear, the customer is entitled to query a refund or exchange within 28 days of receiving an order. The customer must provide a detailed description of the fault together with photographic evidence and contact the seller immediately. Once the seller has reviewed this information and received the item back to their warehouse any decision to honour a refund is at their discretion and based on the evidence provided by the customer.

To advise the seller of the faulty item go to > My Account > Orders > Purchases. In the ‘Actions’ drop down select ‘Request Refund’. Select ‘faulty’ as the reason for the return and add in a message to the seller with more details on why the item is faulty.

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Can I return an item that has been made-to-measure?

If a garment has been made and produced according to your exact measurements, the seller is under no obligation to accept a return, however we recommend that you message the seller to discuss your individual case as some may be happy to offer a refund.

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Exchanges can be made on like for like products, i.e. if you require a different size. If another product is required then the customer must request a refund and follow the refund procedure. Once this is complete, the customer can then place a new order.

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Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 any standard shipping charges that you have paid to receive your purchase will be included as part of your refund. When a customer has returned an item the seller can refund the item alone or the item and the shipping, the seller must advise the customer which of these options they will be refunding and how the original delivery fees will be sent..

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What should I do if a seller refuses to accept a refund or exchange?

If a seller will not accept a refund or exchange that you feel you are entitled to, you should raise a dispute with PayPal. ASOS Marketplace relies on accurate reporting and dispute resolution to maintain its fashion integrity, so always give detailed feedback wherever possible.

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Cancelling Orders

How do I cancel an order?

Go to My Marketplace > Purchases. Here you can see the status of your orders and you may cancel any order before it has been shipped by the seller. You will only be able to Request a Refund for orders that have not yet been changed to shipped by the seller. When you cancel an order, you have to leave a message to let the seller know why. As good manners, we would recommend that the buyer notifies the seller of their cancellation as soon as possible.

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What happens when I cancel a purchase?

When you cancel an order the seller will be informed that you have cancelled the order so they know not to ship your item out. Once the seller approves the refund PayPal will refund the money to the account you used to pay.

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The seller is ignoring me

Be sure to get in touch with the seller at least once and ensure that you've allowed a reasonable amount of time for them to get back to you. If the seller has not responded within a reasonable time frame and If your query relates to a refund on faulty or missing orders, we advise you to raise a dispute with Paypal.

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What is a dispute?

A dispute occurs when a buyer and a seller can’t resolve a problem with a purchase directly between themselves. Disputes should be resolved through PayPal, who manage the solving of disputes and the resolution of transactions and finances.

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How do disputes work?

Raising a dispute against a seller should be the absolute last resort. You should always try to solve your problems by communicating directly with the seller first. Disputes can take up a lot of time and energy, as they often require the buyer and seller to provide evidence of their role in the transaction and item delivery. You can find more information about PayPal disputes at the PayPal help center

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How are disputes resolved?

Disputes are resolved by PayPal. Once they have been resolved, PayPal will inform ASOS Marketplace of the result. ASOS Marketplace may then take further action if deemed necessary, this can include the suspension of selling or buying privileges.

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