Frequently Asked Questions
This page should help answer any questions you have about your boutique on ASOS Marketplace. If you need help with shopping on ASOS Marketplace, please take a look at our SHOPPING FAQS
- How do I start a boutique on ASOS Marketplace?
- Do I have a contract with ASOS Marketplace?
- What are the boutique features?
- What are the criteria for having a boutique?
- How do I customise my boutique?
- Do ASOS Marketplace offer discounted boutique rates to students?
- How do I remove my boutique?
- How much does it cost to have a boutique?
- How do I promote my boutique?
- How do I get noticed on ASOS Marketplace?
- How do I change the name of my boutique?
How do I start a boutique on Marketplace?
You must apply to become a boutique seller on ASOS Marketplace. We ask for applications to ensure that our boutiques are of a certain standard. ASOS Marketplace boutiques will comprise of key emerging design talent, groundbreaking independent labels and boutiques, and the finest vintage selections. Only a very small percentage of those that apply to be boutique sellers will be successful, but please do not be discouraged if you are not chosen; if you have the potential to be a boutique our Seller Support team will advise you on how to get up to scratch for Marketplace.
To open a boutique you must first apply for a boutique here. Once your application has been reviewed we will respond to you within 3 working days as to how to proceed. We may request further information or imagery to ensure that your boutique is right for Marketplace and will therefore have a successful selling experience. We reply to all applications but due to the volume to applications we receive, we are unable to give specific feedback if your application is unsuccessful.Return to top
Do I have a contract with ASOS Marketplace?
You are not tied into any formal contract with Marketplace. Each invoice is paid monthly and it is your responsibility to maintain your boutique on Marketplace.
If you are having any issues or require any assistance, contact your account manager. If you do not know your account manager, email here and we can provide any help required.Return to top
What are the boutique features?
Each boutique has a unique store front which is fully editable and allows you to build your own branded area within ASOS Marketplace.
Boutiques can have up to five images per product which creates a great opportunity to showcase all aspects of the item.
Boutiques can link their storefront to their social channels in order to market themselves to their network.
Boutiques can also have their own Marketplace blog, which is great for engaging and inspiring customers while telling them more about their collection.
Boutiques products are featured in our edits, onsite features and across our social channels. They also have the opportunity to promote themselves on key category and homepages to drive traffic directly to their store.
Boutiques appear in the Boutique Directory where customers can filter by type to only view what’s relevant to them.Return to top
What are the criteria for having a boutique?
- To have a boutique you must be a new or independent brand or a vintage collector selling clothing, bags, shoes, accessories or jewellery.
- A boutique must have at least 10-15 product listings at all times.
- Boutiques must follow the ASOS Marketplace photography rules which require all products to be shot on a person and in natural daylight, Quality boutique imagery is really important to Marketplace and is a key sales driver to take a look at the photography guide here or visit Tumblr here for some great inspiration from great Marketplace boutiques.
- Boutiques must provide customer service which meets or exceeds our Boutique Standards Guide. Failure to do so could result in your boutique being removed from ASOS Marketplace.
ASOS Marketplace has partnered up with NUS Extra to offer card holders a 10% discount on seller rates. Simply enter your NUS Extra card number on the sign up page to get 10% off all seller rates – that’s 10% off monthly rent and commission on your boutique account.
To continue benefiting from reduced seller rates when your card expires, you will need to make sure you renew your membership with NUS Extra. You can do this here. Once you have done this you will need to log in to your ASOS Marketplace account and visit My Account>Settings>Financial Details where you will be able to input your new NUS Extra card number.Return to top
How do I customise my boutique?
Go to Edit Boutique. You can then customise the various elements; .
- Boutique storefront
- Showcase of items
- About Us profile
- Social networks
This is a great opportunity to really sell yourself to customers and get across your brand message. Your boutique storefront should represent your brand and what you are selling in your boutique in a clear and concise way, we advise that you use one strong image and your logo. Contact your account manager should you want any feedback or assistance.Return to top
How do I remove my boutique?
You can remove your entire boutique and all products by visiting Account Status and selecting Remove Your Boutique. You will be asked to confirm your decision before the process is complete. Please email email@example.com before removing your boutique.
You may not remove your boutique if you have any open orders.
Once you remove your boutique:
- Your store will be removed from the website and will not appear in Boutique listings
- Your subscription will be cancelled
- Your items will no longer be for sale on ASOS Marketplace
- You will still be invoiced if you have any outstanding fees
How much does it cost to have a boutique?
A boutique on ASOS Marketplace is charged as £20 per month for rent and there is a sales commission of 20%. Commission will be deducted in different ways depending on the customer’s payment method:
Orders paid through PayPal and PayPal’s Guest checkout: Invoices are sent to you by email 2 working days before any PayPal sales commission, fees or rent will be automatically removed from your PayPal account.
Orders paid directly by credit or debit cards via Stripe: Commission is taken immediately and your invoice will acknowledge the transaction as zero (commission already paid).Return to top
How do I promote my boutique?
At ASOS Marketplace we encourage all boutiques to link to social media accounts, this enables boutiques to promote to their network and also drive traffic to their boutique. If you are posting any relevant content on your Social Media accounts be sure to tag @ASOSMarketplace”.
You can also promote on the most popular pages of the site, the men's and women's homepages and the hub pages. By doing so you can put your boutique in front of the Marketplace customers and open your boutique up to a whole new audience.Return to top
How do I get noticed on ASOS Marketplace?
The best way to get noticed around the site is to ensure that you have a really well thought out boutique and have the best product imagery that you can possibly have. It is great to try to develop a brand identity through your imagery which means customers will start to recognise your products and your boutique. Great imagery gets featured around the site as we want to present the best to our customers, so don’t underestimate the difference between an average image with crumpled clothing and a clean and bright shot with clothing presented in a way that shows it off to its best advantage.
Ensure that you maintain great customer service and keep your feedback rating as close to 100% as possible; customers are more likely to shop from a boutique that is trustworthy an offers great service and this is why the feedback rating is so important.Return to top
How do I change the name of my boutique?
To change the name of your boutique you need to request a name change by contacting us at firstname.lastname@example.org. If you change the name of your boutique, your boutique pages and product listings may have new URLs, so be sure to update any links on your personal websites, Facebook and Twitter.Return to top
WHAT IS STRIPE?
Stripe is a quick and secure way to accept credit and debit card payments from ASOS Marketplace customers anywhere in the world. Stripe powers checkouts for the most innovative global companies helping them with increasing conversion, optimising the checkout experience for desktop, tablet and mobile devices, reducing fraud, and providing a dashboard to manage business activity. Learn more at https://stripe.comReturn to top
ACCEPTING APPLE PAY WITH STRIPE
Apple Pay is available to all boutiques with a connected Stripe account on ASOS Marketplace. To connect your boutique to Stripe, create a new Stripe account or connect an existing one via Settings > Stripe connection. You’ll then be Apply Pay-ready, along with other card payments offered by Stripe.
Customers can currently use Apple Pay for single boutique transactions. Multiple boutique transactions continue to be paid by card or PayPal. Customers will be given the option of Apple Pay when using an Apple Pay compatible mobile device for single boutique transactions. Payments are received/processed/refunded in the same way as card payments within your Stripe account.Return to top
WHICH COUNTRIES IS STRIPE AVAILABLE?
Stripe currently supports businesses in the UK, Europe, US, Hong Kong, Australia, and many other countries. You can see a full list here: https://stripe.com/globalReturn to top
SECURITY & PCI COMPLIANCE
Stripe meets and exceeds the most stringent industry standards for security. Stripe are also audited by a PCI-certified auditor, and are certified to PCI Service Provider Level 1, which is the highest level of certification available. You can learn more about the technical details of Stripe's secure infrastructure hereReturn to top
HOW DOES STRIPE WORK ON ASOS MARKETPLACE?
With Stripe, you can start accepting credit and debit card payments almost instantly. You can either create a new Stripe account or connect an existing Stripe account if you already have one. Get started here.Return to top
HOW DOES STRIPE TRANSFER FUNDS TO ME?
Payments you accept with Stripe are transferred to your bank account on a rolling basis. Funds are available to withdraw 2-7 days after receipt, depending on your region. You can set the frequency of these transfers in the Transfers tab of your Stripe dashboard. From there, you can also view all transfers from Stripe to your bank account.Return to top
HOW DO I KEEP TRACK OF TRANSACTIONS?
Your Stripe Dashboard lets you view payments and customers, manage refunds, transfers to your account, and more. Login here: https://dashboard.stripe.com. There are hundreds of applications you can add to your Stripe account to do even more, such as receive specialised analytics on your Stripe data. You’ll find a full list of these applications here.Return to top
HOW DO REFUNDS WORK?
If you refund an order, the Stripe fees paid to accept the payment will be refunded in your account. To ensure ASOS Marketplace commission is correctly cancelled, please ensure you refund the item or item plus shipping through your Marketplace account.Return to top
WHY DO SOME PAYMENTS FAIL?
Payments can fail for a variety of reasons ranging from incorrectly entered card information to fraud prevention. To learn more about why a charge was declined, visit Stripe’s documentation.Return to top
DISPUTES & FRAUD PREVENTION TOOLS
To learn about the dispute process and how to handles disputes, visit Stripe’s documentation.
Stripe provides several tools to minimise fraud losses and to help businesses determine if a transaction is fraudulent. These include tools that allow Stripe to auto-reject suspicious transactions and notify you of questionable charges so that you can make the most informed decision possible as to whether accept a charge. There are also a few tools that you can implement in your own Stripe account, including CVC or AVS checks.
Additionally, Stripe works with its financial partners and credit card networks to monitor fraud globally. You can find out more about spotting and preventing fraudulent transactions here and in Stripe’s fraud prevention guide.Return to top
STRIPE RESOURCES & SUPPORT
- Account settings
- Charges and refunds
- Transfers and deposits
- Fraud prevention
- Searching the Stripe Dashboard
SELLING ON ASOS MARKETPLACE
HOW MANY ITEMS CAN I SELL IN MY BOUTIQUE?
As a boutique seller there is no limit to the amount of products that you can sell at any one time, however we do advise that you do not let your boutique fall below 10 products, it means that you will have a strong selection on offer to customers which means that they will have a great experience shopping your boutique, by keeping your boutique replenished and refreshed with new listings you can also grow your repeat orders business.Return to top
DO I HAVE TO HAVE DO ANY SPECIAL SET UP ON MY PAYPAL ACCOUNT?
You must have a verified PayPal business account before selling on Marketplace. Most default settings should be fine but please make sure the following is set up:
Log in to PayPal
- Go to Manage Currencies
- Ensure you are able to receive British Pounds (GBP), as a GBP balance (recommended) or
- Accept and convert British Pounds to your local currency
DO I HAVE TO HAVE DO ANY SPECIAL SET UP ON MY STRIPE ACCOUNT?
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.
CAN I SELL REAL FUR?
ASOS wants fashion to be cruelty free. We do not permit the use of fur or endangered animal skin in ASOS brand products. We require our suppliers to guarantee that leather or skin products do not come from endangered species, and are produced ethically and without cruelty, unfortunately this also means that we cannot allow vintage furs, new furs, or exotic skins on ASOS Marketplace.Return to top
Listing an Item
HOW DO I SHOW AN ITEM THAT HAS DIFFERENT SIZES AVAILABLE?
For items that are available in different sizes, you can list those as part of a single product listing and manage the stock of each. For items with different styles (e.g. long sleeve and short sleeve t-shirts) and different colours you should complete a separate listing.Return to top
I CAN'T UPLOAD MY PHOTO?
The ideal image size is 870 x 1262 pixels. If you upload bigger images these will need to be cropped and smaller images may appear blurry or with a white border. All images are portrait orientation. You can have four extra product images aside from your main ‘hero’ shot – these images have the same dimensions as above, but can include close-up and studio shots to better show-off the detail of your item. Find out more in the photography guide. You can have four extra product images aside from your main ‘hero’ shot – these images have the same dimensions as above, but can include close-up and studio shots to better show-off the detail of your item. Find out more in here .Return to top
WHAT ARE THE BOUTIQUE RULES FOR PHOTOGRAPHY?
We absolutely LOVE seeing great photography on Marketplace. We know that our shoppers get inspired by beautiful imagery, plus it helps to build your brand identity and emphasises how amazing your product is, too. Whether it’s indoors or outdoors, on location or in a studio, the best place to shoot your imagery is totally up to you. We do have a few things you need to think about before snapping, though. Please don’t use:
- Stark lighting: We want your shots to look as real as possible – try to shoot in natural light or, if you have to lift the shots, keep any artificial lighting as natural-looking as possible
- Too much editing: Don’t over retouch or add harsh filters, borders or watermarks to your shots. We also don’t allow collages – images should contain only one shot
- Flat shots, pack shots or mannequin shots: Items must always be shot on a model.* Please don’t upload shots featuring more than one model, too
- Images which don’t make it clear what is being sold: For example, when shooting jewellery please don’t stack/layer items – it must be explicitly clear which item is up for grabs in your listing
- Someone else’s imagery: You must own the shots you upload to your boutique – we don’t allow stock imagery/imagery from suppliers on Marketplace, even if you have purchased the rights to use the images
- Black and white images
- Catwalk shots
WHAT ARE BOUTIQUE STANDARDS?
ASOS Marketplace is all about boutiques providing great customer service. The Boutique Standards Guide provides a base service level across product, communication, shipping and returns. This ensures customers receive a good experience whoever they shop with, increasing sales and return shopper rates. Boutiques are encouraged to exceed these standards wherever possible, but must not fall below.Return to top
WHY CAN'T I SEE MY ITEMS UNDER 'NEW IN'?
If you have checked the first few pages of ‘new in’ and still can’t see your listing it may be due to one of the following reasons;High volume of listings?
If lots of new listings have been added to the site your listings may appear later in new in- try looking further back through the pages for your listings.Has your item been suspended?
We may suspend items that that are inappropriate for ASOS Marketplace. This includes but is not limited to items that are not clothing, fashion accessories or shoes; photography that is not according to our photography guidelines; offensive language; sexually explicit language/photography.
If you still have questions about your listing, you can contact us on email@example.com.Return to top
WHAT IS HOLIDAY MODE?
Holiday Mode is to be used when you are taking some time away from your boutique so that you can communicate to your customers that you are taking a break. To put your shop in Holiday Mode, go to Account Status. Enter a brief message to replace your normal Shop Announcement while you are away. Your items will be removed from search results, but will still appear in buyers’ want lists with a message indicating you are currently away. While your store is in holiday mode customers will not be able to buy your items. To return from Holiday Mode, simply select Turn Off Holiday Mode in Account Status.
Please note, if you are a boutique you will still need to pay your subscription while in holiday mode.Return to top
DO I NEED TO INFORM CUSTOMERS IF MY ITEMS ARE CUSTOMISED?
For items that are customised you must clearly state it in your product description as this could impact if you accept returns on the customised items.Return to top
HOW DO I LIST UNISEX ITEMS?
There is not a unisex option so you will need to list these products twice. In line with ASOS.com all products have to be categorised as Menswear or Womenswear. Menswear must be shot on a male model/womenswear on a female model and then listed accordingly.Return to top
HOW CAN I RELIST AN ITEM?
Listings on ASOS Marketplace have an initial ‘life cycle’ of 120 days. However, if one unit is sold, the listing will be live for a further 120 days from this point. This process is repeated until the item is sold out or there are no sales within 120 days. If after 120 days no units have been sold of the item, the listing ‘expires’. At this point, you may wish to ‘extend’ the item for a period of 30 days or you can select ‘add to Clearance’ for a period of 30 days. If you choose to ‘extend’ and no units are sold within 30 days, the item will expire and you can ‘add to Clearance’ for a period of 30 days. If one unit is sold within 30 days of being in Clearance, the listing will remain in the Clearance section for a further 30 days and this process is repeated until the item is sold out or there are no sales within 30 days. If there are no sales within 30 days, the item will expire. Items in the Clearance section will also automatically appear in our end of season and mid-season sales.Return to top
CAN I RELIST ITEMS OUTSIDE THE NATURAL MARKETPLACE LIFECYCLE?
Relisting is permitted if:
- A previously sold out item now has more available stock
- A previously sold out item has been returned for a refund
Relisting items purely to maintain a longer presence on the new in pages of Marketplace is not permitted and can result in item suspension and removal of your boutique from the platform at any time without prior notice or further justification.Return to top
HOW LONG WILL MY LISTING BE LIVE ON ASOS MARKETPLACE?
The default period of time that a listing is live on ASOS Marketplace is 120 days, but this becomes longer for listings where at least one unit has sold. This is explained in more detail below:
If no sales are generated within the first 120 days of a listing going live, the listing will expire. You can choose to ‘extend’ the listing for a further 30 days or ‘Add to Clearance’ at a reduced price for 30 days.
If you have multiple units under one listing, every time that you sell one unit, your listing will be live for a further 60 days. This process will be repeated until all stock sells out, or the listing expires.
You will be sent an email informing you before your item is due to expireReturn to top
WHAT HAPPENS TO THE LISTING DURATION IF I HAVE MULTIPLE NUMBERS OF STOCK?
Every time you sell one unit, the listing will be live for a further 120 days. This process will continue until you sell out or you go for a period of 120 days without selling another unit and the listing expires.Return to top
HOW MANY TIMES CAN I EXTEND A LISTING?
Once a new listing has been live for 120 days without selling, you can extend it once for a further 30 days. If the item fails to sell during its extension, you will not be able to re-list at full price a third time. Instead, you will be able to list that item at a reduced price in the Clearance section.Return to top
HOW LONG DO I HAVE IN WHICH TO EXTEND A LISTING OR ADD AN EXPIRED LISTING TO CLEARANCE?
You have 30 days from the day that the item expired to either ‘extend’ or ‘add to clearance’.Return to top
WHY CAN'T I EXTEND MY LISTING?
There are several reasons why you may not be able to extend your listing and these are explained below:
WHY HAS MY LISTING EXPIRED?
Your listing has expired because it has been live on ASOS Marketplace for a period of 120 days without selling. You can choose to ‘extend’ the listing once for a further 30 days or ‘Add to Clearance’ at a reduced price for 30 days. However, if the expired item had already been extended, you will only be able to add this listing to Clearance.
If you believe that your listing has expired prematurely please get in touch on firstname.lastname@example.orgReturn to top
WHEN CAN I LIST MY ITEMS IN CLEARANCE?
Your item will be eligible for Clearance once it has been live for 120 days and expired. When the listing expires you can choose to ‘extend’ or ‘add to Clearance’. Note that if you choose to ‘extend’ the listing you will not be eligible for clearance again for a further 30 days, given that the item remains unsold.Return to top
HOW LONG WILL MY ITEM BE LISTED IN CLEARANCE?
Your item will be listed in Clearance for a default period of 30 days. However, it may be longer if you have multiple units per listing.
This is explained in more detail below:
- If you do not make a sale from your Clearance listing within 30 days, your listing will expire and you will not be able to extend the listing or keep it in Clearance.
- If you have multiple units under one Clearance listing, every time you sell one unit, the listing will be live for further 30 days. This process will continue until you sell out or you go for a period of 30 days without selling another unit.
WHY CAN'T I LIST MY ITEMS IN CLEARANCE?
There are a couple of reasons why you might not be able to list an item in our Clearance section:
- If your listing is currently live, you will not be able to add it to Clearance i.e. you can only add an ‘expired listing’ to the Clearance.
- If your initial listing has expired and you have selected to ‘extend’ you will not be able to add this item to Clearance until the extension period has finished (after 30 days).
- If you stock multiple units and you have sold at least one unit. When this happens, your listing will not expire and will remain at full price until you sell out or you experience a period of 60 days with no sales.
HOW MUCH COMMISSION DO I PAY ON CLEARANCE ITEMS?
ASOS Marketplace reduces commission on all Clearance sales. Boutiques pay 10% commission on all Clearance sales.Return to top
HOW DO I ADD ITEMS TO CLEARANCE?
You can only ‘add to clearance’ once your listing has expired. When this happens, please go to ‘Manage Items’ in your My Account and find the relevant product. Select ‘add to clearance’ from the ‘Actions’ drop down menu.Return to top
PROMOTE YOUR BOUTIQUE
WHAT IS PROMOTING A BOUTIQUE?
Promoting your Boutique gives the option to pay to feature on some high traffic pages of ASOS Marketplace; The Hub pages, and the Men's and Women's homepages. It is a highly effective way to give your boutique visibility on these popular pages. Promote your boutique here.Return to top
CAN I AMEND OR CANCEL PROMOTING MY BOUTIQUE ONCE I HAVE BOOKED A SLOT?
Once you confirm your promotion you are unable to change or cancel it. Promote your boutique hereReturn to top
HOW DO I PAY TO PROMOTE MY BOUTIQUE?
The cost of the promotion will be added to your monthly invoice. Promote your boutique here.Return to top
HOW LONG DOES PROMOTING MY BOUTIQUE LAST?
Each spot gets you 24hrs in the rotating item list at the top the page that you have chosen to promote on. Promotions start at midnight UTC (formerly GMT) and end 11:59 UTC (GMT). Promote your boutique hereReturn to top
WHY WOULD I USE A PROMO CODE?
Promo codes are used for the following reasons;
- Discount items that are currently trending
- Reward returning customers by creating a promo code to send out with your orders.
- Create a code especially for people in your social networks. You could send a code to anyone who re-tweets your link or shares something on Facebook.
- Why not try approaching your favourite blogs with a discount code especially for their readers in exchange for a little coverage on their site.
- We know a lot of you also sell at vintage fairs, trade shows and designer markets – why not create a code for anyone you meet at these events, maybe put it on any flyers or business cards.
HOW DO I CREATE A PROMO CODE?
Log in to your account, go to the Promote tab under My Account and select Create a Promo Code. Go through each step on the page then click 'create this promo code' Create a promo code here
HOW DO I DISTRIBUTE PROMO CODES?
You have 2 options - keep your promo code private and send out to specific users by message or in an order, or make your promo code public. Public Promo Codes, when active, will appear on your product pages and will be visible to all users. You may only make one promo code public at a time.Create a promo code here Return to top
HOW MANY TIMES CAN A PROMO CODE BE USED?
You can specify how many times a promo code can be used when you create your code. Choose between one use, multiple use or unlimited uses. NOTE: this refers to the TOTAL uses of the coupon, not the uses per person.Create a promo code here Return to top
CAN I DELETE A PROMO CODE?
Yes, you can deactivate or delete promo codes at any time. If you think you will want to use that Promo code again, deactivate it. If you delete a promo code entirely, you’ll have to create the code again from scratch.Return to top
WHY DOES MY PUBLIC PROMO CODE NOT APPEAR ON SOME ITEMS?
When you create a public promo code the discount message will appear on all of your product pages, with the exception of products listed within the last 7 days. This is to comply with the UK's Pricing Practice Guidelines. Don't worry though, once your items are listed for longer than 7 days, they'll automatically display any active public code you have live.Return to top
SALES & PROMOTION
WHAT IS A SALE?
ASOS Marketplace has site-wide sales a couple of times a year. You will be alerted by email when we have an upcoming sale, keep an eye on our sale section for upcoming dates.Return to top
HOW DO I ADD ITEMS TO A SALE?
A few days before we hold a sale you will be able to add items to it by going to My Marketplace > Manage Items and selecting a sale discount for the item. When you add an item to our sale or event it will automatically be discounted to the lower price when our sale or event begins. You can remove an item’s discount at any point. When the sale or event ends your items will then be put back to their original price.Return to top
HOW DOES A PROMO CODE WORK ON A SALE ITEM?
If there is a promo code then it will only work on an already discounted item if the discount is bigger than the current discount. For example, If a £100 top is already in a sale with 40% off, then a code offering 25% off will not work. However, if there was a code offering 50% off then the customer would be eligible to receive the greater discount which would be 50% off £100 (original selling price). FREE SHIPPING CODES: customers are able to apply any active free shipping codes to items in sale.Return to top
WHAT IS A PROMOTION ON MARKETPLACE?
ASOS Marketplace has dedicated promotional events (e.g. 25% off dresses) most months continually throughout the year. You will be alerted by email when we have an upcoming event. A few days before we hold an event you will be able to add items to it by going to My Marketplace > Manage Items and selecting a sale discount for the item.Return to top
HOW DO I ADD ITEMS TO A PROMOTION?
When you add an item to an event it will automatically be discounted to the lower price when the event begins. Items will then be placed in to our Event category. You can remove an item’s discount at any point. When event ends your items will then be put back to their original price. Return to top
HOW DOES A PROMO CODE WORK ON A PROMO ITEM?
If there is a promo code then it will only work on an already discounted item if the discount is bigger than the current discount. For example, if a £100 top is already in a promotion with 40% off, then a code offering 25% off will not work. However, if there was a code offering 50% off then the customer would be eligible to receive the greater discount which would be 50% off £100 (original selling price). FREE SHIPPING CODES: customers are able to apply any active free shipping codes to items on promotion.Return to top
FEES & INVOICES
HOW MUCH DOES IT COST TO LIST ITEM?
It's completely free to list an item on ASOS Marketplace; we only take a fee when you sell the item and the £20 per month rent.Return to top
WHAT PERCENTAGE OF THE ITEM PRICE DOES MARKETPLACE TAKE ON A SALE?
Marketplace charges a commission fee based on the price of an item when an item is sold (see our Fees & Features for more information). Commission will be deducted in different ways depending on the customer's payment method:
PayPal and PayPal's Guest checkout: Commission from each PayPal sale is totalled monthly collected 2 working days after the final invoice day (see My Invoices). Fees are automatically collected from your PayPal account.
Credit and debit cards through Stripe: Commission from each Stripe sale is taken immediately and your invoice will acknowledge the transaction as zero (commission already paid).Return to top
WHY HAVE I RECEIVED AN INVOICE?
Marketplace charges a commission fee based on the price of an item when an item is sold. For PayPal and PayPal Guest checkout this fee will be automatically removed from the seller's PayPal account when you are invoiced. See our Fees & Features for more information.
For credit and debit cards through Stripe, commission from each sale is taken immediately and your invoice will acknowledge the transaction as zero (commission already paid).Return to top
HOW DO INVOICES WORK?
You will receive a monthly invoice detailing all customer purchases made on your boutique, rent due and any paid promotions bought.
Your invoice will list all customer purchases in date order. Orders paid directly via credit/debit card will be for acknowledgement only (zero commission - commission taken immediately at point of sale). Orders paid via PayPal or PayPal Guest checkout will be billed once the invoice closes. 2 working days thereafter any commissions or fees will be automatically removed from your PayPal account.
You can view your invoices, pay overdue invoices and check when your next invoice is due by visiting Settings >Invoices.
If you are a business selling items on ASOS Marketplace and registered for VAT within the EU, you can add your VAT number to invoices here.Return to top
HOW DO I PAY MY INVOICE?
Any payments owed to ASOS Marketplace are automatically removed from your PayPal account, so you do not have to take any action to pay an invoice. If for some reason this payment fails you should contact PayPal to resolve the issue as soon as possible so the invoice payment can be taken.Return to top
WHAT HAPPENS IF I DON'T PAY AN INVOICE?
If you fail to pay an invoice you may have your selling privileges removed, and you will still be liable to pay the invoice.Return to top
HOW LONG DO I HAVE TO SHIP MY ORDERS?
The maximum delivery time for items is 20 days. Orders must be shipped within 2 days of payment clearance in line with boutique standards. Made-to-order and custom-made items must be shipped within 5 working days.Return to top
WHAT SHOULD I INCLUDE WITH ITEMS I SHIP?
It is advisable to include a shipping docket which confirms the order and your boutique. It is also a great opportunity to grow repeat business, so including a special promo code or maybe an inexpensive novelty or sweets is worth considering. Always ensure that your order is shipped with care, effort and attention to detail. The small things such as beautifully packaged items make a big difference to customer perceptions of your business and generate positive feedback.Return to top
HOW MUCH SHOULD I CHARGE FOR SHIPPING?
You should not charge more than the actual shipping cost. Customers see delivery services as an extension of your business. You should research different delivery providers to find the one(s) that best suit the products you sell. UK boutiques may wish to start with Royal Mail's Shipping Calculator.Return to top
HOW DO I SPECIFY REDUCED SHIPPING WHEN CUSTOMERS BUY MULTIPLE ITEMS?
If a buyer purchases more than one item from you, you can activate 'Multi Item Shipping Discount'. You can activate the discount when listing your items or by visiting Shipping profiles. You can see which items need to be dispatched together by visiting Orders>SalesReturn to top
WHAT DO I DO IF I'VE SHIPPED AN ITEM THAT WAS CANCELLED BY THE BUYER?
Orders may be cancelled by the buyer or the seller up until the point when they are marked as shipped. If you have shipped an item and the customer disputes the payment, you will need to complete the relevant dispute process:
PayPal and PayPal Guest Checkout: There will either be a PayPal dispute or Chargeback requiring your attention in your PayPal account. Depending on how the case has been filed, PayPal will request information from you, such as parcel tracking and proof of delivery, to help manage your case for you.
Credit/Debit card payments in Stripe: There will either be a Pre-Chargeback or Chargeback case requiring your attention in your Stripe account. You can upload parcel tracking and proof of delivery and Stripe will relay your case to you. Stripe has adjustable card verification settings and we recommend enabling all verification criteria to minimise Chargeback riskReturn to top
ORDERS CANCELLATIONS, REFUNDS & RETURNS
WHEN CAN AN ORDER BE CANCELLED?Orders may be cancelled by the buyer or the seller up until the point when they are marked as shipped Return to top
WHAT HAPPENS IF SOMEBODY WANTS TO RETURN MY ITEM FOR A REFUND?
Items may be returned for a full refund, so long as the item is received back to the seller in the same condition as it was sent. If the item is made-to-measure can only cancel the order before it is shipped provided that the garment hasn’t been altered or made yet.
If the customer wishes to return it for any reason they will inform the Seller in writing:
- Within 14 days of receiving the item.
- Your customer may use a 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.
You will then provide instructions on how to return your item and once your item is received back, process using the refund action within the order page.
Return postage is the customer's responsibility unless the item is incorrect or faulty, in which case the boutique will need to make arrangements to cover the return postage. If a customer cancels under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 any standard shipping charges paid to receive their purchase will need to be included as part of your refund.
The items must be unworn and in their original condition save for the customer's right to inspect the goods and try on the garments. It is the customer's responsibility to ensure that returned goods are adequately packaged so it arrives back undamaged. You are not obliged to accept refunds in other scenarios, however it can be better to accept a refund, otherwise disgruntled customers can be prone to leaving negative feedback (even if you believe this is unjustified).Return to top
WHAT HAPPENS IF SOMEBODY WANTS TO RETURN MY ITEM FOR AN EXCHANGE?
You are obliged to accept returns if the item arrives with a buyer not in the condition that it was advertised as in the listing. While you are not obliged to accept exchanges in other scenarios, in our experience it is usually better to accept an exchange rather than leave a disgruntled customer and receive negative feedback..Return to top
WHO PAYS FOR THE RETURN POSTAGE IF AN ITEM IS FAULTY OR INCORRECT?
If you, the seller, are at fault (e.g the item is faulty, or a different colour, style or material to that listed) you are obliged to offer to cover the return delivery costs. This would need to be a direct payment from you to the buyer via PayPal.Return to top
WHAT IS A DISPUTE?
A dispute occurs when a buyer and a seller cannot resolve a problem with a purchase. For most scenarios this should be resolved through PayPal, who manage the resolution of transactions and finances.Return to top
HOW DO DISPUTES WORK?
Raising a dispute should be a last resort for your customer. As the boutique you should always try to resolve the issue by communicating and cooperating with the seller first. Disputes may take some time and will require buyer and seller to provide evidence of their actions in the transaction and delivery of the item. You can find more information about PayPal disputes and the Marketplace Money-Back GuaranteeReturn to top
HOW ARE DISPUTES RESOLVED?
Disputes are resolved by PayPal. Disputes may be time consuming and require buyer and seller to provide evidence of their actions in the transaction and delivery of the item. Once they have been resolved PayPal will inform Marketplace of the result. ASOS Marketplace relies on accurate reporting and dispute resolution to maintain its fashion integrity, and ensure boutiques uphold boutique standardsReturn to top
WHAT IS DROP SHIPPING?
Disputes are resolved by PayPal and/or the Marketplace Guarantee team. Disputes may be time consuming and require buyer and seller to provide evidence of their actions in the transaction and delivery of the item. ASOS Marketplace relies on accurate reporting and dispute resolution to maintain its fashion integrity, and ensure boutiques uphold boutique standardsReturn to top
WHY CAN'T I DROP SHIP?
ASOS Marketplace is a fashion website which provides a platform for boutiques which are small businesses selling their own label, vintage collections or multi brands.
ASOS Marketplace supports creativity and small businesses. ASOS Marketplace champions sellers that physically own their stock and take their own pictures for ASOS Marketplace. We do not support the drop shipping business model. If a seller is thought to be running their business as a drop shipper then ASOS Marketplace at its own discretion may remove that seller’s account(s) from the site without notice or prior warning to the seller and shall take any measures it deems necessary to ensure that subsequent drop shipping accounts are not opened on the Site.
ASOS Marketplace champions the diversity of fashion. ASOS Marketplace supports sellers that have collected vintage and are re-selling via their boutique. ASOS Marketplace supports independent labels that are small businesses, and ASOS Marketplace supports multi-brand boutiques that may possibly have their own store and are looking to diversify their selling options. In essence we support sellers that have a legitimate business and are taking selling fashion seriously.Return to top
WHAT ARE THE OTHER OPTIONS?
Ensure that you take all your own pictures and use them on your ASOS Marketplace listings to prove that you own the items that are for sale.Return to top
WHY IS THERE A FEEDBACK SYSTEM?
ASOS Marketplace believes all feedback, whether good, neutral or bad, is an integral part of selling and should be used as a benchmark for how Boutiques can improve their quality and service.
ASOS Marketplace encourages all boutiques to engage with customers to resolve instances of negative feedback by rectifying the situation. Boutiques can message the customer through ASOS Marketplace and ask them to change their feedback rating, a rating can only be changed once and positively.
ASOS Marketplace takes feedback ratings seriously and if the rating falls below 90% then a boutique risks being removed from the Marketplace. On occasion there will be unfair feedback left and ASOS Marketplace only reviews negative feedback in exceptional circumstances. These are:
Etiquette is breached:
Feedback that contains email addresses, telephone numbers, mail addresses, social media tags, offensive language, false statements, or content unrelated to the boutique will be removed.Examples: “I would like to return this dress. please send me an return label to this email address: email@example.com” “Nice trousers but the jumper from [another boutique’s name] arrived with a mark on it”
- The feedback is no longer relevant or no longer true: The customer has raised an issue which the boutique has not been previously aware of and/or promptly dealt with in line with Marketplace’s boutique standards: Examples: “I was unhappy with the product, returned it and haven’t received a refund” (records prove the item was refunded before feedback was left) “Item arrived with a missing button” (if a missing button was clearly highlighted in the description, feedback can be removed)
- The feedback is a factor unconnected with the transaction: Examples: “I bought this sweater then saw a cheaper one elsewhere” (feedback removed) “Customs charged $51 before I got the parcel… NOT happy” (as the importer, customers are responsible for any customs duty due, feedback can be removed)
- The feedback is a question that is related to a product or a general question: Examples: “Can you please tell me if this is true to size?" “Where is my order?"
- The feedback is a premature: Examples: “Where is my order? It’s been 10 days" (item was shipped in 24 hours and the original delivery estimate was 12 days – feedback removed after boutique has contacted customer).
Terms & Conditions
The Marketplace Review team can only review feedback once.
Feedback over 60 days old is considered final and cannot be reviewed or amended.
In all instances of negative or neutral feedback the boutique must always try and resolve the issue before contacting the team.
The boutique must attempt to resolve the matter directly with the customer by messaging them through the site, the customer can amend their feedback rating once (and only positively)
How do I avoid negative feedback in the first place?
- An accurate listing with detailed description and sizing
- Prompt shipping that is in line with the shipping profile
- A detailed shipping message to the customer including the tracking number
- Keep customers up to date with any unexpected delays and offer incentives for them to shop again
- Prompt replies to messages and prompt handling of customer queries
- Include a delivery note
Help! I’ve received negative feedback. What’s the best thing I can do?!
Receiving negative feedback is part of retailing, so if it happens keep calm and take a step back to review the order.
Always try to resolve the issues directly with the customer and really assess why the negative feedback was left and learn from it so that your future customers have the best possible shopping experience with your Boutique.
We recommend always responding to the customer in as helpful manner as possible. If there’s a delivery issue, why not reconfirm the customer’s tracking information, or check it yourself for any issues? Are they not happy with the item? Let them know how to return it for a refund. Imagine yourself as the customer and always be polite and helpful in replies.
I’ve received negative feedback. What should I avoid?!
Put yourself in the customers shoes and remember that you are running a business, we advise that you do not be defensive, write an essay or blame an unrelated factor, instead reply to the customer being super helpful as ultimately the customer just wants the item they ordered, once any issues are ironed out customers are usually more than happy to reconsider their feedback.
What is Stripe?
Stripe is a new way to accept payments online and from mobile devices. It allows ASOS Marketplace customers who pay by credit or debit card to pay you directly though Stripe via a Marketplace-branded checkout.
Why do I need Stripe?
- It’s better for customers: Our new checkout will make it much quicker, simpler and easier for customers to checkout, especially on mobile. There are fewer steps involved, they won’t need to set up a new account and can pay directly using all major credit and debit cards. We’ll continue to offer PayPal so customers will have tons of choice, too.
- It’s better for boutiques: By simplifying the checkout process, we are confident that conversion will increase and you’ll see more sales coming through. Even better, the processing fees you are charged will be lower in almost all cases. Finally, you will get much better visibility of and protection from fraudulent transactions.
- It’s a great partner for the future: Stripe is the most innovative payment provider in the market, powering the checkout for huge digital businesses like Shopify, Pinterest, Lyft and Kickstarter. They are constantly releasing new features, integrations and payment methods, and they work closely with social networks to make it easier for customers to buy what they want, when they want and where they want.
I use PayPal, why should I use Stripe?
We recommend both PayPal and Stripe accounts. For customers who pay by card, Stripe’s checkout offers great features as covered above. Stripe also offers improved reporting and customisable fraud protection.
Can I use Stripe alone?
Stripe currently covers 25 countries. You will not be able to receive every payment through Stripe. The list is growing and we feel it’s the right opportunity and right time to offer an additional payment processor alongside PayPal.
Where can I sign up for Stripe?
Sign up for Stripe through your ASOS Marketplace account and you’ll automatically link your Stripe account to ASOS Marketplace. If you already have a stripe account, you can add also add it via your ASOS Marketplace account. You’ll be able to accept payments straight away.
What details do I need for a Stripe account?
To get started, Stripe will require a description and details of your business, personal details, a bank account to pay into, your name and date of birth, as well as a direct debit mandate. Later on, Stripe may also require a Social Security/NI number (or similar), scan of your passport and/or driving licence to lift initial limits on your account.
How am I paid when a customer purchases through Stripe?
When a customer completes a purchase, payment is made directly in GBP (British Pounds) to your Stripe account, with Marketplace’s commission deducted at point of sale. The money is yours to hold or transfer as you please.
How will I know how if a customer has paid Stripe?
Stripe will notify you of payment received by email. You’ll also be able to directly view the Stripe transaction page using the "Stripe (view ↗)" action under "Payment method" on each sale page.
How is Marketplace commission refunded via Stripe?
If you have to refund a payment, commission is cancelled too. Just refund as normal through your Marketplace account (full order value including postage, or individual items separately). As you receive the payment net of commission, you’ll only return this proportion to the customer. ASOS Marketplace will automatically reimburse the rest to the customer.
How quickly is a customer refund processed?
Stripe process customer refunds immediately and informs your customer by email. However it may take up to 10 working days to show on the customer's statement (refund times are dictated by the customer's card issuer and are outside of Stripe's control)
How is Marketplace commission refunded via Stripe?
If you have to refund a payment, commission is cancelled too. Just refund as normal through your Marketplace account (full order value including postage, or individual items separately). As you receive the payment net of commission, you’ll only return this proportion to the customer. ASOS Marketplace will automatically reimburse the rest to the customer.
Can I disconnect or change to another Stripe account on Marketplace?
You can disconnect your Stripe account at any time via your Stripe connection page and customers will revert to PayPal-only options when purchasing from you. We recommend keeping your Stripe account open and connected to maximise customer conversion.