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frequently asked questions

  • How does your Australian Standard Delivery service work?
    You can have your order delivered on our standard delivery service to a work or residential address, or on our standard click & collect service and have it delivered to an Australia Post collection point How long does it take? 7 business days to the rest of Australia (excluding weekends and public holidays) Tracking your order Orders are shipped from the UK and will be delivered by Australia Post if your order is being delivered to a postal address. If your order is being delivered to a collection point, it'll be delivered to your chosen Australia Post location. Once your order leaves our warehouse, you'll receive a shipping confirmation email which will contain your tracking link. Don't worry if you don't see any tracking updates at first – they will begin once your parcel arrives in Australia. What happens on the day of the delivery? Your order will be delivered between 7am and 9pm on a business day If you're not around when delivery is attempted, the driver will either leave your order in a safe place or a calling card will be left telling you how you can collect your ASOS order. You can also register with Australia Post before placing your order to take advantage of their 24/7 Parcel Lockers. If you've chosen to have your order delivered to a click & collect location, you'll receive an email when your order is ready for collection. You'll need to collect your order within 10 working days, otherwise it'll be returned back to ASOS.
  • Where is my order ?
    1. Check the expected delivery date You’ll find this date in your Order Confirmation email and in 'My Orders’ in My Account. Please remember that this date is an estimate, so your order may arrive slightly before, on, or slightly after your estimated delivery date. To see the progress of your order, check your tracking. 2.Track your order All you need to do is log into 'My Account' and select the order you want to track. Click the ‘Track Order’ button to follow your parcel. Please note, if you've chosen Standard Delivery there won't be any tracking updates until your parcel arrives in Australia. Orders are shipped from the UK so it can take up to 4 business days for Australia Post to receive the parcel and for the tracking updates to begin. 3.I'm still waiting for my order Waited until your estimated delivery date? Please allow an extra few days for your order to be delivered (especially during busy times) - our carriers are always doing their best to get your order to you. Make sure you keep an eye on your tracking link for the latest updates.
  • Can you tell me if you're going to restock an item?
    No stock
  • Where are your size guides and care instructions?
    We never want to send you something that doesn't fit properly so we have size guides available on most of our product pages. Where is your size guide displayed? Just click on the 'Size Guide' button on each product page for measurements, fitting tips, washing tips - everything to make sure it fits perfectly and stays looking great. If the size guide isn't available on the product page, it's because some brands' sizing differs slightly to ours. The option to view the size guide will vary dependant on what device you're using. Can you recommend a size? You'll also see our Fit Assistant on some product pages - keep an eye out for the blue circle near the "Size" dropdown. Our Fit Assistant will ask for information such as your height, age and weight to help you choose the right size when you order, and will also look at your order history. When you're logged in, you'll then see a size recommendation on some product pages, best matched to the information you've provided.
  • I've cancelled my order, when will my money be available again?"
    If you've cancelled your order through 'My Account', then we won't have taken any money for your order. We only take the money for an order once it's been sent to our warehouse to be packed up. Step 1: Check the status As soon as you place the order, your payment provider will reserve the funds ready for us to take. Below is a breakdown of what would happen for each payment method. Credit or debit card - your payment provider will reserve the funds ready for us to take. You may notice the amount on your bank statement with a 'Pending or Reserved status'. Paypal - the funds will be reserved ready for the payment to be authorised. You may notice a pre-authorisation transaction ID on your account. Klarna - you'll receive an updated version of your Klarna invoice within 24 hours of the order being cancelled. Gift voucher - this will be locked back on to your account within 72 hours of the order being cancelled. Step 2: Wait 10 business days When you cancel the order the reserved funds will be made available to you again. This can take up to 10 business days depending on the payment provider and we're not able to speed up this process. Step 3: Contact Us If the funds have not been released after 10 business days then please get in touch with us by clicking 'Contact Us Now' on this page, and we'll look into it further for you.
  • I've returned an item, have you received it?"
    How long does a return take? It can take up to 21 business days for your return to reach us and once it has we'll drop you an email to confirm we've received your returned parcel and the details of your refund. Even if the tracking of your parcel indicates that it has reached our warehouse, you have to allow full 21 business days for your return to be processed. If you're returning multiple items from an order, or more than one order in the same parcel, please allow up to 24 hours for all the items to be processed. Individual items may be refunded at different times within this period at the warehouse. When will you received your refund? If you've returned your order within 28 days from receiving it or it became available to collect you'll receive a refund to your original payment method. Returned within 29 to 45 days? A gift voucher will be issued instead. Haven't heard from us after 21 business days? If you've still not received an email confirming your return after 21 business days and you've checked your spam/junk folder please get in touch with our Customer Care team. You can use the 'Contact us now' button visible on this site. Make sure you let us know: your original order number which items you have returned any delivery reference numbers (i.e. from a collection service or courier)
  • Can I return an item and exchange it for something else?
    We're not able to offer an exchange on returned items - you'll automatically be issued a refund for any returned items. If you want a different size or colour, or you want a different item, you'll need to place a new order.
  • I need to cancel my PIOU order, is this possible?"
    To cancel your order, just follow the following steps: 1. Log into 'My Account'. 2. Go to 'My Orders' 3. Click on the 'Cancel' button next to your order and select the reason of cancellation. If you've been successful you'll receive an email and the status will change to 'Cancelled'. When you place an order with PIOU, the funds are reserved for us by your bank - we don't actually take the money until your order has been confirmed and sent to our warehouse. If you cancel your order, we don't take the money however it may take up to 10 business days for your bank or card issuer to make your funds available to you again. If the 'Cancel' button isn't available, it's too late for you or our Customer Care team to cancel your order. You can return your order to us once you've received it. For more information, check out our page on how to return your order back to us.
  • The product code on my delivery note is different from the website?
    Don't worry, the product code on your delivery note is the one you need to use if you are querying or returning something. It's unique to the size and colour combination of your item and may vary from the general code found under 'Product Code' on the item page.
  • What do I do if I receive a faulty item in my order?
    We're really sorry if you've received a faulty item. Please return the item to us as soon as possible so we can get this sorted for you. Don't forget to select 'Faulty' as your reason for return. For more information on how to return, click here. If you're not able to create a return, please get in touch with Customer Care. Worn your favourite item one too many times? Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded in full. Please note - we're not able to send replacements for faulty items.
  • The item I've received is incorrect. What shall I do?
    We want to sort out any issues with incorrect items straight away, so please send it back to us and we'll refund you as soon as it's arrived back at our warehouse. Please fill in the section on the back of your delivery note to indicate that the item is incorrect and put the note in your parcel when you send it back. Need to return something to us? Find out how on our returns option page. For more info, check out our Returns policy. If you still want the order and they're still in stock, please order them through our website as normal. The easiest way to do this is to log into 'My Account', view your original order, and then add the items to your shopping bag.
  • I'm missing an item from my order, what should I do?"
    Step 1 We may have sent your items in separate parcels, so check your shipping confirmation email to see the number of parcels you're due to receive. If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything. Step 2 If an item is missing, please contact our Customer Care Team using the visible on this page button 'Contact us now'. You'll need to provide your order number and details of the missing item and we'll do our best to resolve the issue for you as quickly as we can.
  • Can I cancel or return a gift voucher?
    1. Check when you placed your order If you bought the gift voucher, you can cancel your gift voucher order within 30 minutes of completing the order. If you didn't buy the gift voucher yourself, you'll need to contact the person who bought it and get them to contact ASOS to cancel it. 2. Contact us If that timescale has passed, and the gift voucher hasn't been used or associated with an account, get in touch with our Customer Care Team. We'll cancel it for you or if it's because of a mistake in the email address, we'll change it for you and send you another one
  • What payment methods can I use to pay for my order?
    We like to give you plenty of payment options, so you can use any of the payment types listed below. In order to help avoid you incurring overseas transaction fees, we use ASOS Transaction Services Australia Pty Ltd (ABN 17 160 667 845) of Level 1, 333 Collins Street, Melbourne, VIC 3000 as our billing agent to invoice you and collect payment for your order. That means you may see their name on your invoice and on your transaction history if you pay by credit or debit card. We and ASOS Transaction Services Australia Pty Ltd also take security very seriously indeed, so your details will be safe with us. If you have any questions about paying for your order, please get in touch with our Customer Care Team. All credit and debit card holders are subject to validation and authorization by both ASOS Transaction Services Australia Pty Ltd and the card issuer, to maintain security and prevent fraud. How to add your card details To add your card details, just login to your account and scroll down to the 'Payment Methods' section. From here, you can add your payment details and save them to your account. When you come to pay for your order, you can select one of your saved payment methods to pay for your order. If you don't want to save your payment details to your account, then you can also enter them when you come to pay for your order. If there is no payment details saved to your account, then you'll be asked to enter them when you click 'Pay Now'.
  • I can't sign into my account, what should I do?"
    You must sign in to your account before you can shop with us or if you want to see or track your orders. If you receive a message that says your email address/password isn't recognized, follow the steps below: Step 1: Check your email address Make sure you are using the same email address and password you registered with. Step 2: Change your password If you can't remember your password, click on the ‘forgotten password' link on the sign in page. You'll be prompted to enter your email address, and we'll email you with a link that will allow you to create a new password for your account. If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes. Step 3: Delete your cookies Try deleting your cookies, we've often found that clearing these means you can regain access to your account. Please be aware this may also remove any items from your basket or Saved Items if you're not logged into your account before clearing your cookies. If your issue isn’t password related, here are a few things you may want to check: 1. Make sure that ‘Block all cookies’ function is disabled on your browser’s settings. 2. Check that Javascript is enabled on your browser’s settings. 3. Make sure that you don’t have any content blockers installed 4. Make sure that your device clock is accurate. For security reasons, if your device clock is fast, you won’t be able to access your account. You can resolve this problem easily by setting the time on your device to default. If after this you still can't sign in, get in touch with our Customer Care Team giving as much detail as you can about the issue, including screenshots of any error message you get and what you've done so far to try to resolve it.
  • I've forgotten my password, how do I reset it?"
    If you've forgotten your password, it's really simple to get back into your account. Step 1 Head over to our sign in page by clicking here or it can be found in the right-hand corner of the screen. Step 2 Click the 'forgot password?' link and enter your email address. Step 3 We'll then email you a link directly to your registered email address to reset your password. Having trouble finding the email? We recommend checking your spam or junk folder if you can’t find the email. Make sure to also check the inbox of any other email address that may be linked to your account. For example, if you’ve linked a social media account to your ASOS account, it’s worth checking the email address connected to that account as the email could have been sent there.
  • How can I unsubscribe from your email/texts?
    If you no longer wish to subscribe to ASOS emails or texts, you can unsubscribe by one of two methods: Method 1 Click on the "Unsubscribe" link in one of our marketing emails. Method 2 Log into your ASOS account and clicking 'Contact Preferences' from the list. This will open up your preferences, where you'll need to untick the communication boxes and click 'Save preferences'. Please note, it can take up to 7 days for the change to take effect. If you change your mind later, you can easily subscribe again by going back into your 'Contact Preferences' and opting back in.
  • How can I manage my subscription?
    Step 1: Go to Contact preferences If you've already got an account with us you can make sure you receive our marketing emails and texts by logging into 'My Account' and clicking on 'Contact preferences'. Step 2: Edit your details Just click 'Edit' under the 'Details' section and you can use the tick boxes to set your preferences for what you'd like us to send you. If you don't have an account, then the easiest way to get our marketing emails and texts is to set one up, that way you'll have a head start when you decide you want to start shopping.
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