Frequently Asked Questions

How do I return an item?

If you need to return an item you can send it back to us within 14 days of your order being delivered to you.

All returns must be created via the 'My Returns' section which can be found within your account or if you're a guest customer click here.

We advise not to request a return for items from multiple orders in one return request as this can cause delays when it comes to processing a return.

Once you’ve completed your return request, and it has been approved we’ll send an email over to you with the next steps. If you’re having any trouble with this process please get in touch with our Customer Care Team, through our Contact Us page who will be happy to help.

As we don't hold responsibility for missing returned parcels please make sure you keep hold of the receipt from the post office in case anything goes wrong.

Asda Toyou Return

To get your hands on a label visit the Asda toyou website here download a QR Code to print in store if you haven’t already printed this.

Take your labelled parcel ensuring the original label has been removed or covered to the Asda toyou signposted returns point or hand to a colleague at your most convenient Asda location so they can print this for you with the QR Code; remember to include your invoice inside your parcel!

3. Remember to keep hold of your receipt to track your parcel, which you can do here.

PLEASE NOTE: Any item(s) that are rejected by our quality and control team for reasons of not being in a saleable condition listed below will be returned back to you, we kindly ask our customers to be careful when trying on to prevent this from happening.

The following items are excluded from the return process (such as; opened makeup, pierced earrings, underwear shapewear and bodysuits, lingerie, hosiery, swimwear, ceramics) due to health or hygiene reasons;
If the items are worn and or washed (signs of transfer of any makeup or other stains);
If you’re sending back shoes, they must be tried on indoors and show no signs of wear;
The items must have all tags attached and are returned with correct order details/invoice.

Please allow up to 12 working days of your parcel being delivered back to us for your refund to be processed, all refunds will be made into the same payment method used at the checkout to purchase the items.

Please note, if you’re using either Royal Mail or Asda's return service to generate a label, a charge of £3.50 will be deducted from your refund.

The above does not affect your statutory rights.

An item I've ordered is missing, what should I do?

Whoops! You've sent me a wrong item, what should I do?

Have you received my return?

Erm, I've got a technical problem, what do I do?

When will I receive my refund?

Can I exchange an item?

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