BOUTIQUE STANDARDS

WHAT ARE THE ASOS MARKETPLACE

BOUTIQUE STANDARDS?
We want to make sure our customers have a consistently great experience
when shopping on ASOS Marketplace, no matter what boutique they are
buying from. That’s why we have the ASOS Marketplace boutique standards
that all boutiques must adhere to. These outline the basic level of service
that you must provide to run a boutique on ASOS Marketplace.

While we’ve outlined the basics here, we do encourage all our boutiques to
strive for top-rated seller status. Offering great products, communication,
reliable shipping and returns.
BOUTIQUE STANDARDS 101

Stock: Shipping: Customer replies:

100% 2 1
owned and genuine working days max working day max
(with a concise shipping confirmation)

Returns & refunds: Feedback rating: Issue resolution:

Friendly
2 90%+ Positive
working days max to run a boutique Can-do
STOCK
Stock:

100%
owned and genuine
All stock must be physically owned
and genuine
• You must physically own your stock in the quantity and condition listed on ASOS Marketplace
• All branded stock must be genuine
• Pre-order, stock in transit, or “drop-shipping” is not permitted
• Made-to-order or custom items must be shipped and delivered within the timeframe stated
in your listing
SHIPPING
Shipping:

2
working days max
Prompt shipping is key to great (with a concise shipping confirmation)

customer experience
• We require orders to be shipped within two working days following payment (public holidays
are not counted as working days)
• Made-to-order items should be shipped within the timeframe you’ve given your customers,
remember to clearly label any custom products as such in the titles and descriptions
• A shipping note should be included within the parcel
• Shipping estimates must be realistic
• Send customers a shipping confirmation and include: when the parcel was posted and a
tracking number
COMMUNICATION
Customer replies:

1
Prompt replies to customers working day max

are essential
• If a customer has not yet placed an order but has sent you a message, a timely response is
recommended to maximise conversion into a sale
• Once a customer has placed an order, respond right away if possible or within one working
day at the latest (public holidays are not counted as working days)
RETURNS
Returns & refunds:

2
Processing returns for refund working days max

or exchange
• Refunds or exchanges must be processed within two working days following receipt of
returned goods (public holidays are not counted as working days)
• Remember to include a shipping note with exchanges
• Depending on the nature of the return (unwanted, wrong item, not as described, faulty), you
may need to refund original postage charges and additional return postage charges
• See the ASOS Marketplace returns FAQs for more information
REFUNDS
Returns & refunds:

2
working days max
Refunds: get it right
• Returns are part of doing business online. While you are not obliged to accept returns, it is
usually better to accept a return
• This increases the chance of repeat custom and positive feedback rather than leaving a
disgruntled customer who may open a PayPal dispute and/or leave negative feedback
What do I have to refund?
• Unwanted or unsuitable items
• Full item cost (it is optional to also refund the shipping fee)
• Full item cost and standard shipping fee if returned under the Consumer Contracts
Regulations 2013 (it’s optional to include the full shipping fee)
• Faulty items and items significantly different to description
• Full item cost plus original shipping fee and return shipping fee
FEEDBACK
Feedback rating:

Boutiques must maintain 90%+

a feedback to run a boutique

rating of more than 90%

• Your feedback rating is calculated as the percentage of positive and neutral feedback
• All customers are asked to submit feedback
• It pays to resolve issues. Customers can only revise feedback to be better than their original
feedback and comments can be revised up to 45 days after the order date. Customers are
usually happy to revise feedback if circumstances have improved or been corrected
• ASOS Marketplace’s feedback tool is for genuine customer feedback. ASOS Marketplace will
not tolerate manipulation – this includes blackmail, bribery, dummy orders or any other
means. False feedback will result in termination of your boutique
• If you want to raise a dispute with a piece of negative feedback, you must do this within one
week of the feedback being left by emailing your account manager or [email protected]
ISSUE RESOLUTION
Issue resolution:
Friendly
Positive
Tips for providing great issue Can-do

resolution
• Be friendly: the reputation of your boutique is your most valuable asset. A friendly approach to
issue resolution strengthens your customer experience
• Be positive: give your customer the benefit of the doubt. Most issues are usually the result of a
simple miscommunication or mistaken assumption
• Can-do: stay focused on resolution. Don’t put off an issue until tomorrow if it can be resolved today.
A small sacrifice now will build customer trust, save you time and be beneficial to your business in
the long-term
ITEMS YOU CANNOT LIST
ANIMAL WELFARE
• Endangered species: materials derived from vulnerable or endangered species
• Fur: real fur or pelts must not be used in products sold through any of ASOS’ websites
• Angora and other rabbit hair
• Feathers and down: feathers and down must not be used in products, nor as a background or
photoshoot accessory
• Bone, shell, horn and teeth
• Pearl and mother of pearl
• Real silk (ensure faux silk is described as such)
• Animal imagery: sensitive to animals and their environment
• Anything described as vegan
• Read our full animal welfare policy here

OFFENSIVE TEXT & IMAGERY

• Drugs: illegal drugs, drug lords, glamorising drugs in any form
• Guns, weapons and violence: in any form (unless fantasy/cartoon)
• Cigarettes and alcohol: content that promotes unhealthy behaviour
• Mental health: designs or slogans that trivialise mental health issues
• Body image: designs or slogans that promote body shaming
• Religion: defacing or making fun of religious leaders, festivals or leaders/gods/deities or religious symbols
• Race and culture: designs or slogans that could cause offense to people of different races or cultures

COPYRIGHT INFRINGEMENTS
• Please read our full copyright policy here
GET IN TOUCH WITH YOUR ACCOUNT MANAGER OR
[email protected] IF YOU HAVE ANY QUESTIONS.