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Help with buying

This page should help answer any questions you have about Buying on ASOS Marketplace. If you would like any information on your account or selling on Marketplace, take a look at our Selling FAQs and Account FAQs.

Buying on Marketplace

How do I buy multiple items from a seller?

If you want to buy multiple items from a seller, you must pay for each item separately, however shared shipping options are usually available so you can decrease your total shipping costs. Check your sellers shipping details to confirm a shared shipping discount.

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How do I purchase an item?

To purchase an item click on the Add To Bag option in a products page. This item will then be added to your basket. You can either view your shopping bag or Buy Now. Items in My Shopping Bag are available for other people to buy so make sure you act fast if it’s something you really want. Items will not be reserved from stock until you have paid for them. Items that are no longer in stock will be shown as 'item is currently unavailable'.

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

At the moment we do not offer student discount on items purchased via ASOS Marketplace. This is something we hope to offer in the very near future.

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I have a problem with my order

Please contact the seller via your ASOS Marketplace Account. If you have contacted the seller and they have not responded to you within a reasonable time frame, 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 than get scammed. Hit the report button on the sellers profile page (and product page) and send us a message. Take a look at our Fashion not Fakes campaign here.

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 for the Marketplace and you believe it is a counterfeit, you must first contact the seller to request a refund. If you do not receive your money back from the seller, then you are able to raise a ‘dispute’ which will notify our customer care team. When you raise a dispute, select the reason from the dropdown menu that states ‘I believe this item is counterfeit’. This will formally alert the seller that you have had an issue with the transaction.

Once a dispute 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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Make me an offer

What is Make me an Offer?

Sellers can activate Make me an Offer on any of their products which means a buyer can offer a lower price for the item. They can set a minimum considered price, which means that any offers under this price will automatically be rejected.

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How do I make an offer?

If a seller has activated Make me an Offer you will see a link on the product details page saying ‘Make seller an offer for this item’. You can then enter an offer price for this item. If the offer price is lower than the sellers minimum considered price you will be notified immediately that the offer has not been accepted.

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What happens when I make an offer?

If you make an offer, the seller will be sent an email asking if they want to accept that price. If they do, you will be sent a link to complete the purchase at the lower price within 72 hours. This lower price will be displayed on the product details page when you are logged in.

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How long do I have to purchase the item?

You will have 72 hours to purchase the product at the lower price. The item will not be removed from Marketplace during this time so other people will be free to purchase the product at the normal price – so make sure you act fast!

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How many offers can I make?

You can only make 5 offers on one product and 20 offers in total in a day. This is to stop sellers being inundated with lots of offers.

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PayPal

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 (if you have paid by e-cheque it may take 5-7 days for the payment to clear).

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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 but if you pay via e-cheque payment can take 5-7 days to clear.

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Delivery

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. 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. Ask the seller if there is a tracking number you can use.

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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 despatch 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 your ASOS Marketplace account to find out the reason why you have not received the item. As a last resort you should 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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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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Feedback

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 your 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 but use the ‘send us a message’ section on the seller’s page.

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

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 yet.

If you receive an item and wish to return it you must inform the seller:

  • within 7 days of receiving the item or within 7 days of making the purchase (whichever is longer).
  • within 28 days if the item becomes faulty

The seller will then provide you instructions on how to return your item.

Return postage is your responsibility unless the item is incorrect or faulty, in which case the seller will refund the postage.

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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How do I return an item for refund?

Customers are entitled to a full refund within 7 days of receiving an order, provided the item is unworn and 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.

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 7 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

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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SHIPPING COSTS ON REFUNDS & EXCHANGES

It is at the sellers discretion to refund the shipping costs and they should communicate this to the customer. 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.

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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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Disputes

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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