The Budget Babe | Affordable Fashion & Style Blog

ASOS Update and Reader Feedback

UPDATE: Asos Now Charging $6 Shipping to the U.S.

Recently, I wrote a comprehensive post about my first (and only) shopping experience with ASOS.com, the UK's "online fashion store." In my report, I mentioned that the high cost of shipping (I was charged $40 for 3 items) would probably prevent me from shopping with ASOS in the future.

Well, it just so happens that my story grabbed the attention of some folks over at ASOS headquarters. In fact, one of their managers emailed me to let me know a couple things: First, he said that my order was improperly billed as an "express" shipment when in fact, it should have been much less considering how long my items took to arrive (about 9 days). Secondly, they offered to refund my shipping charge, and stated that they've corrected this procedural error on their end. I must say, it feels pretty good to think they noticed and care enough to try to remedy a problem and please a customer. Props to ASOS customer service!

The ASOS peeps also asked for my opinion on how they could improve their delivery service to the United States, and here's where I'd love to have your feedback. What would YOU like to see from ASOS shipping? Is it speed (e.g. $40 for 2 day delivery) OR lower cost (e.g. $5 for within 8 days)?

My answer is simple: Give me my items within a week for $5! That would rock. In fact, that would definitely encourage me to give them another chance. What about you ladies? Would you be more willing to shop at ASOS if they offered lower shipping fees? I would love to hear your feedback--and the people from ASOS are listening, too!

Comments
I frequently find myself browsing asos, but have never actually taken the plunge and ordered anything exactly because of fears about exorbitant shipping costs. But a $5/flat fee would sway me!
#1 Stephanie (Homepage) on 2008-11-09 23:04 (Reply)
**I would buy from ASOS again if their currency exchange rates were up to date.** Why pay more for something when you can buy it for less on other websites that have current exchange rates? There is a significant difference in price btw what ASOS is showing and what the current UK Pounds to US Dollars exchange rate really is. I know the rate changes on a daily basis but ASOS is using a very outdated one. Why are US buyers paying more? For instance, a pair of shoes on ASOS has a UK(GBP) price of 40.00 The US(USD) price on ASOS is 66.04 If you look at the currency conversion for today, those shoes should only cost me 58.18 USD. Sometimes it's worse! Up to a $30 dollar difference!
#1.1 Confused on 2009-02-10 18:32 (Reply)
Agreed. The skirt that I would really like to purchase is 35 GBP, which ASOS somehow translates to $57.79 - I just checked, and it should actually be $49.05. I kept debating, since the skirt was almost $60; I have real qualms about buying it since I know it should only be $50.
#1.1.1 Nici on 2009-03-03 22:59 (Reply)
I would definitely shop there if the shipping cost was lower. I love inexpensive trendy clothes and they have a great mix of high-end and inexpensive.
#2 Emilee on 2008-11-09 23:15 (Reply)
I would definitely be wiling to wait longer than a week if the shipping (to Canada!) was $5. I often find myself checking out the website just to browse, but I've never considered ordering because the shipping costs negate the savings. I hope this is really going to change!
#3 Jaklyn on 2008-11-09 23:54 (Reply)
Whenever I shop online, I always, ALWAYS look at shipping costs first. I'd have to be head-over-heels in love with the clothes and deeply hate my wallet if I were to shop from a store with no regard to high shipping fees (especially as I tend to go crazy in the sheer number of things I buy at one time). I am more than willing to wait for items if it means I pay less overall.
#4 Claudia on 2008-11-09 23:57 (Reply)
I absolutley L-O-V-E Asos, & would frequently shop with them IF & only IF their shipping costs were much lower. I just can't buy from them like I do other online retailers because it just costs way too much to ship. So, lower shipping cost = me shopping on Asos A LOT! ;-)
#5 Aramide on 2008-11-10 00:02 (Reply)
That's amazing! I wonder how they found out about your blog entry.

I always browse ASOS, but the shipping price is just ridiculous. I'd be more than willing to finally make a purchase if shipping was much, MUCH lower.
#6 Joann on 2008-11-10 00:30 (Reply)
I love ASOS and recently had about $200 in my shopping cart. As I was checking out, I realized that the shipping costs for my 3 items was over $40! I promptly quit my order. If only the shipping was less expensive...
#7 Rachel on 2008-11-10 01:16 (Reply)
I would absolutely begin ordering things from ASOS immediately if they were to lower their shipping costs. There have been a few times already where I've added some items to my wish list, and then after seeing the final price with shipping I ended up changing my mind.

That's awesome that ASOS is so willing to listen to a customer's concerns and make them happy.
#8 El on 2008-11-10 01:26 (Reply)
So I bought a couple things off of the site after reading the original post about Asos. I however was worried about the customs cost, which ended out being $0 on my end (perhaps it was part of the shipping?) The shipping was about $8 for a scarf and a ring, which got to CA in less than a week! I was extremely happy with my purchase, and would definitely shop again, especially if they were to lower the shipping to $5! And for what it's worth, I would stick to the Asos brand- very cute, not that expensive and is decent quality (better than H&M or Forever 21)!!!
#9 Maryn on 2008-11-10 01:50 (Reply)
DEFINATELY would be willing to wait longer for lower shipping! there are so many items i want from ASOS but have not ordered because of the high shipping to the uS
#10 muneera on 2008-11-10 02:34 (Reply)
Brilliant feedback ... thank you so much. Glad to hear you love the clothes as much as we do (and believe me, I really do ;-) ).

I'm going to pass on your thoughts to the relevant people - and we're definitely going to have a conversation about the shipping costs. It's all down to you, Budget Babe, so thank you!

If you have any other thoughts please don't hesitate to write them on here or email me. You can get me on ilanaf@asos.com.

Ilana x
Community Manager
ASOS.com
twitter.com/ASOS_Ilana

PS - love the blog!
#11 Ilana (Homepage) on 2008-11-10 04:36 (Reply)
That is great customer service right there and I hope that other companies are listening! I agree; a week for $5 is definitely reasonable. I think that's even more than reasonable. Thanks for the update and KUDOS to ASOS!!
#12 Beth B on 2008-11-10 08:43 (Reply)
I ordered a pair of jeans from ASOS and standard delivery cost me nearly $40. That was quite painful and I'm hesitant to order anything else though I still browse the site every once in a while. If they do decide to adjust shipping costs then I'll definitely be doing more business with them.
#13 healthytext on 2008-11-10 09:46 (Reply)
I love the ASOS website and browse often. I ordered a belt that I adored. It was $34 and I paid $12 to ship. If I did not absolutley NEED the belt for an upcoming event, I wuld have NEVER ordered it. Their shipping is exhorbitant but I love the clothes and the styling ideas!!!
#14 Teerama on 2008-11-10 10:08 (Reply)
Wow, that's fantastic that they read and responded to your post! And I'm with you for sure: $5 shipping and a week's wait is just fine. I'll have to give ASOS a second look ...
#15 Sal (Homepage) on 2008-11-10 10:17 (Reply)
Their shipping costs is the only thing that keeps me from ordering from them.
#16 Miwo on 2008-11-10 11:46 (Reply)
I love ASOS but do NOT love the $40 del fee either !!! I think it is a complete rip off and feel it isn't fair for those of us who reside in the US to have to pay that fee.
#17 Melody on 2008-11-10 11:56 (Reply)
I have to say I would have an issue with ASOS if shipping to the US was $5 since we pay £3.95 for non express shipping in the UK (about $6) If they want to reduce shipping for us too that would be great ;- )
#18 Jules on 2008-11-10 11:57 (Reply)
Oh, wow. It's so cool they e-mailed you about it. Yeah, $40 for shipping is way too much. So compared to that, waiting 8 days is a piece of cake!
#19 Celeste (Homepage) on 2008-11-10 12:32 (Reply)
Definitely a cheaper shipping rate. Whenever buying online, you always gotta factor that into whether the purchase is indeed worth it. A longer shipping time, if within reason, is ok - after all, all good things come to those who wait.
#20 MizzJ (Homepage) on 2008-11-10 12:56 (Reply)
I always wanted to make a purchase from this site but the shipping has held me back. If the cost was lowered, I would defiantly buy often!
#21 Christine on 2008-11-10 13:36 (Reply)
Very cool-BB!!! I agree $5 for a week!
#22 Real Style Real people (Homepage) on 2008-11-10 15:23 (Reply)
$5 shipping would have me definitely considering buying the items I'm currently oogling on their site. Kudos to ASOS customer service, and you, BB!!!
#23 Anna @ Shoe Smitten (Homepage) on 2008-11-10 16:11 (Reply)
I am blown away by the response -- a great big THANK YOU to everyone for your feedback (and keep it coming)!!

XOX BB
#23.1 The Budget Babe on 2008-11-10 22:25 (Reply)
OMG that makes me so happy to hear that ASOS responded to you on your comments about their online store. I mean we can all agree that that website is FAB! Yet I hesitated to order, because of the fear of the actual quality and shipping costs. So once I read your posting, I was like O well, maybe when I remarkembly get a bangin' bonus. But now I have confindence in having the ASOS shopping experince FOR REAL if they comply with lower shipping costs within a week, instead of hoping and wishing on a store. GO ASOS, and kuddos to you for posting your review on ASOS.

:-)
#24 D's Eyez on 2008-11-11 01:15 (Reply)
I would love to see ASOS do $7 to $5 shipping charges for folks in the United States. One of the main reasons why I pass on ordering online is I hate excessive shipping cost. If on-line vendors want to move their products in other countries super low shipping and occasional free shipping during the holiday months is the way to go!! Thanks to you BB we actually might get some relieve on the shipping fee so we entertain overseas retailers like asos and topshop.
#25 budget chic on 2008-11-11 06:42 (Reply)
I would definitely shop ASOS if the shipping charges were $5! It would totally be worth the week's wait
#26 Heather on 2008-11-14 16:02 (Reply)
so are they going to lower their shipping cost anytime soon?
i'm extremely excited at the news!!
#27 excited! on 2008-11-30 11:42 (Reply)
I really like asos website... I actually go on there everyday. I would love to order; but one time I ordered and had the same experience as you ($40 shipping fee and it took 2-3 weeks to rec'd my order. I would really like for them to lower the shipping fee and have a faster delivery- than I will order from them.
#28 K on 2008-12-02 21:46 (Reply)
I will never order from asos again. Awful, awful experience. My gifts for my girlfriends are still not here, yikes, and it's taken so long that now most of the beauty items are no longer in stock, but am I getting a refund in shipping? Noooo. Nor am I seeing a refund for all the items I ordered that are now on sale. They suck.
#29 Melanie on 2008-12-03 01:35 (Reply)
Melanie - have you emailed Customer Care about this? They're on care@asos.com

Let me know how you get on. x

Ilana
ASOS.com
#29.1 Ilana (Homepage) on 2008-12-04 07:35 (Reply)
Did you know that ASOS is now charging $6 for shipping to the US?
#30 healthytext on 2008-12-04 07:32 (Reply)
I just bought a bunch of stuff off ASOS.com and shipping is $40 US to Canada I can't believe it is so expensive >_< plus who knows how much customs/duties will be. My brother usually orders from ASOS but he only orders one or two items at a time and he says he never had to pay customs but since my two orders are both over $150 I have a feeling I won't be as lucky. Don't think I will be ordering from ASOS for awhile unless shipping costs drop.
#31 Gloria on 2008-12-13 03:57 (Reply)
i was a little confused about filling out the form for my address on asos, because i wasnt sure if i should put Los Angeles county, or if i should put the state, since they didnt ask for the state... so i want to make sure, if just puting los angeles county was enough.
#32 courtney on 2008-12-16 21:09 (Reply)
Did you know that Asos is supposed to deduct 15% VAT (Value added tax) from the product prices?
VAT should only be paid by EU (Eurepean Union) residents! VAT is supposed to go the UK revenue department but if they show that it's a non EU order then they can keep it for themselves. Example: If a scarf price is GBP 100, the actual price is GBP 85 + GBP 15(payable by EU residents only) here is the UK law http://www.hmrc.gov.uk/vat/int-exports.htm#6
it's under VAT on exports of goods to non-EU countries

Here is a well known UK formal wear website that follows the UK law: http://www.tmlewin.co.uk/Content.aspx?content=Customer-services.htm
go to the bottom of the page in the Q&A section, it's under question 9.
Bottom line you are paying 15% more than you are supposed to!
#33 Amina Baldwin on 2008-12-20 17:11 (Reply)
i placed an order a while back, and it shipped on the 12th, but it still has not arrived... which worries me a bit... because its been a while.. but it would be a lot easier if ASOS would provide a tracking number or something so we know the progress of the shipment and where it is. I ordered from different sites before and almost all of them provide me with a tracking number, but on ASOS the only thing it shows is it has shipped.
#34 courtney on 2008-12-27 03:10 (Reply)
I love Asos,i recently plaed an order of two items and the shipping rate was $6..awesome!
#35 Theresa on 2009-01-07 03:44 (Reply)
It's great that they've lowered shipping for the US, but they still want to charge me over $40 Cdn to ship one bag to me in Canada. I cancelled my order as I can't justify spending almost half the price of the item on shipping...
It's too bad - they have some great stuff and I would have been a good customer.
#36 Tam on 2009-01-27 15:20 (Reply)
**I would buy from ASOS again if their currency exchange rates were up to date.** Why pay more for something when you can buy it for less on other websites that have current exchange rates? There is a significant difference in price btw what ASOS is showing and what the current UK Pounds to US Dollars exchange rate really is. I know the rate changes on a daily basis but ASOS is using a very outdated one. Why are US buyers paying more? For instance, a pair of shoes on ASOS has a UK(GBP) price of 40.00 The US(USD) price on ASOS is 66.04 If you look at the currency conversion for today, those shoes should only cost me 58.18 USD. Sometimes it's worse! Up to a $30 dollar difference!
#37 Confused on 2009-02-10 18:34 (Reply)
I was also upset about the currency exchange rate so I emailed them about it. Here is what they had to say:

"ASOS have a set exchange rate and so this may vary from other currency converters.
Alternatively, place your order in GPB and the exchange rate will be determined by your card issuer."

I'm going to take my chances and let Visa determine the exchange rate!
#37.1 brittney on 2009-03-16 16:46 (Reply)
I just placed my order online in GPB instead of USD and was charged $202.10 instead of the $236.09 that my order totaled when I selected USD on their website! I used a Visa card & they used the current currency exchange rate and they have a exchange rate calculator on their site so there is no surprises. This is an easy way to save money!
#37.1.1 brittney on 2009-03-16 21:09 (Reply)
I'm quite conscerned now. I recently purchased $120 worth of apparel and am now becoming worried of how high the shipping charge might be. What should I do? Should I be worried??? :-(
#38 joshua a on 2009-03-14 06:20 (Reply)
yea me 2, my order shipped on March 19, this is my FIRST time ordering from them!! Also, do they give you a tracking number?
#38.1 Lover. on 2009-03-21 11:02 (Reply)
You should see the shipping cost during check-out. Also, ASOS now charges $6 shipping to the US. I don't think I got a tracking number but you can follow the status of your shipment via your account with ASOS. Hope that helps! Let me know how it goes.
#38.1.1 The Budget Babe on 2009-03-21 20:27 (Reply)
hii just wondering, when you ordered from ASOS, did it come through USP? or UPS? does someone actually deliver or it goes through the local mailman? thanks in advance : )
#38.1.1.1 piggy on 2009-03-25 21:00 (Reply)
O yes the shipping cost was $6.60 I think, but I dont think they give tracking numbers to US orders? Hopefully it comes! Thanks
#39 Lover. on 2009-03-21 20:31 (Reply)
hi i was just about to order from there.. how much was the customs charge?
#39.1 Vanessa on 2009-06-05 15:26 (Reply)
Hi, I didnt have to pay a customs fee. I ordered from them 2 weeks ago and it took 6 days to come!
#39.1.1 Lover. on 2009-06-05 15:29 (Reply)
how much was the stuff you ordered
#39.1.1.1 Vanessa on 2009-06-05 16:40 (Reply)
only 53.92

caged heels-
pants-
#39.1.1.1.1 Lover. on 2009-06-05 17:12 (Reply)
I'm so lost about what to put for 'county' when you fill out the shipping/billing address. There's no place to put your state.
Help?
#40 Confused! on 2009-03-26 16:05 (Reply)
hmmm I put Virginia(the state I live in).
Richmond, VA
What did you all put?
#40.1 lover. on 2009-03-26 16:15 (Reply)
Yup, I just put my state in the "county" field.
#40.1.1 The Budget Babe on 2009-03-26 16:40 (Reply)
hey i was also confused about the how to put my address
i left the county blank and in the city section i just wrote "Brooklyn, New York" do you think that's okay or did i mess up my order? i'm really nervous :/
#40.1.1.1 bambi on 2009-12-02 21:27 (Reply)
uh oh i put my actual county, O_O! did anyone else do this and still got their order? mine shipped the same day as Lover !
#41 piggy on 2009-03-26 18:32 (Reply)
well i live in the UK and i already do find it quite expensive for postage. they currently charge £4-6 ($8-$12) on delivery, and i find that annoying when i can find other shopping sites offering it just for £2. im not paying for service as sometimes it actually does take over a week to come...despite saying 3-5 days max. the courier they use apparently has a very bad reputation for leaving your stuff outside, sometimes just chucking it over ur back garden gate!! they dont even have a contact number to find your missing items, ASOS just leaves u to it to sort out urself. does piss me off! i have to waste my time looking and chasing up on the courier they use. now i hesitate when buying items as i worry about...when will i actually get it??? or if?
i always browse on Asos but i always end up cancelling what evers in my basket because i hate the delivery charge!!
#42 diane on 2009-03-28 07:19 (Reply)
Does anyone know how long it usually takes to ship to Canada? My order shipped on the 26th of March and I still haven't received it. It's starting to worry me a little but I'm trying to tell myself that it's just stuck in customs. I'll wait one more week before I officially freak out. I ordered a dress for my upcoming formal - but I did buy another dress that same week from the mall. It'd be great if anyone can answer me! Oh! And also - do any of you know which courier they use for Canada? It only gives UK couriers on the site. Thank you.
#43 natalie on 2009-04-10 19:10 (Reply)
Alright. I got my order; well not really, since my parents weren't home to accept it at the door today. Anyways, just for anyone ordering from Canada, my customs charge was a bit over $30... and I got a dress that was around $80 CND. Just for future reference! My shipping was $8.
#44 natalie on 2009-04-14 15:47 (Reply)
What about customs fees for cosmetics/
makeup? I'm in Canada, and more than willing
to pay the shipping costs, but not if I get
charged out the wazoo for customs fees...
has anyone from Canada ordered makeup from
them??
#45 sloan on 2009-04-24 16:12 (Reply)
I haven't ordered makeup but if you order more than $50 Canadian dollars worth of ANYTHING, you will get a hefty customs fee.

It's a game of chance actually, because I've had packages worth $100 delivered to my office and the mailman makes me pay around $60 right there in order to take the package as it's been slapped with a Canada Customs form.

However, when I get a $100 worth package sent to my home address, I am not there to pick it up in person and the package then goes to the post office

(someone above asked if they ship via UPS - they don't. It will go through Canada POst or if you are in the USA, USPS)

Anyway, I go to the post office, pick it up and don't pay a fee at all. Don't know why that is...

This has happened this was 9 times out of ten. In fact, I have two ASOS packages worth at least $200 each coming this week and I got both sent to my home address in hopes of not having to pay customs. I will let you know!
#45.1 Wanderlust (Homepage) on 2009-04-27 21:05 (Reply)
Oh also I thought I might add that when I order from Yoox and they are sent to my office, I always have to pay COD to the UPS guy for the customs fees.

But one time I had it delivered to my apartment - it was a HUGE box and worth a lot and I didn't have to pay any. Makes me think that when things go to a work address, you are more likely to pay customs fees....
#46 Wanderlust (Homepage) on 2009-04-27 21:08 (Reply)
Wow, US Asos shoppers are lucky - USD$6 flat rate postage for as many items as you want! Over here in Australia, we get charged approximately AUD$22 or USD$18 for postage, even if it's just for a ring =(

It also doesn't help when half the stuff you order (no exaggeration!) is then said to be out of stock AFTER payment has been made...and so you lose out on credit card charges and also on postage especially when you've made those "extra" purchases to balance out the high postage cost... and on top of that, being terribly disappointed that those items will no longer be yours to own... not a happy camper! =(

Btw, loving this blog so far (first time reader!), very informative and at the same time, very entertaining! =)
#47 Sam on 2009-09-01 11:06 (Reply)
i have a stupid question can anyone answer please whats the difference between GBP and USB??..Can i order from asos using the GBP even though i live the the U.S?? will it be cheaper for me?? very confused..
#48 Dina on 2009-11-08 12:37 (Reply)
lol no you have to change the currency..on the asos homepage, the "change currency" icon would be in the upper right hand corner! change it to "US dollars-USD"...
#48.1 Lover. on 2009-11-08 20:30 (Reply)
I just ordered a $35 tee-shirt and asos charged my bank close to $400. I used their conversion option and everything. What gives?
#49 cat on 2009-12-17 14:25 (Reply)
I want to purchase a dress, which costs almost $55... is there any custom fee besides the $6 direct fee from asos? because i would hate to have to pay over $30 for overseas shipping only.... and concerning Cat's problemm(comment #49), does this usually happen?
#50 Karen on 2009-12-30 21:14 (Reply)
Be careful of the customs charges - I was just hit with a $70 charge for a $200 order (on top of the $6 delivery charge). It's a shame because I love their site, but it's just not good value to have to add an extra 30% to the prices.

Also, it took more than the 8 days to arrive as well - it was over 2 weeks.
#51 Rach on 2010-02-05 10:58 (Reply)
WOW ive ordered from asos a couple of times and that has never happened..well all of my orders were under $75 and the last time i ordered from asos was back in summer 09....after reading your comment I dont think I want to order from asos anymore..
#51.1 Rose on 2010-02-05 13:15 (Reply)
"Oh my god now am straight freaking out. I ordered my dresses for my birthday and have not received it and after reading all your reviews and i am so worried now. I need these items by the 4th of march. I have no other dress to wear now. I have no tracking number or anything. "please help me!!!!!
#51.1.1 lisa on 2010-02-24 14:29 (Reply)
im enlightened by the activeness of this thread... it's been moving for some may YEARS now and i'm going to give it a shot and blog about it. Thanks budget babe for the great US shipping
#52 vuesociety (Homepage) on 2010-04-06 20:51 (Reply)
I have had great experiences ordering through ASOS online with standard shipping. Express shipping was a nightmare. It is now 2 days past the day that I was promised it would ship and Now i will not have my new clothes for my trip to Miami. Which means i must spend another $200 at the mall this weekend!!!
#53 Yanik on 2010-08-03 16:56 (Reply)
I don't think I can say I LOVE the site even more after I started ordering from there for the first time. I loved to go to their site and look around and so I decided to order my homecoming dress from there almost two weeks before i need it because standard shipping to the US was free and they said it would arrive in no more than eight days. unfortuneatly, that was not true with my order. I ordered it on the 11th of October and it was suppose to arrive on the 21st of October. It's now October 26 and still no sight of my package anywhere. Chances are that I probably won't shop there again if it doesn't arrive by the end of this week.
#54 Mandy on 2010-10-26 21:46 (Reply)
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