MOST FREQUENTLY ASKED QUESTIONS

WHERE IS MY ORDER?

We recommend you contact the vendor directly by clicking on “Actions” then “Send Message” from the relevant order on your orders page. You can then follow up your order and ask for any tracking information that will help locate your order. If you don’t receive a response after a reasonable period of time then you can escalate the matter. If you have exhausted other methods of escalation, such as a PayPal dispute, but the issue remains unresolved, forward your purchase confirmation email to MPGuarantee@asos.com and we’ll take it from ther

THE VENDOR IS IGNORING ME

Ensure you have sent a message to the boutique by clicking on “Actions” then “Send Message” from the relevant order on your orders page. If you do not get a response within a reasonable amount of time then forward your purchase confirmation email to marketplace@asos.com outlining the issue and we can look into it for you.

ITEM WAS RETURNED AND THE SELLER HAS NOT PROCESSED THE REFUND

If the item was returned with a signed-for service then you are able to check it the item reached its destination, we advise that you double check this first. If the item has been delivered or you’re unable to check, please contact the seller directly – by clicking on “Actions” then “Send Message” from the relevant order on your orders page. You can then follow up on the progress of your refund or exchange. If you don’t receive a response after a reasonable period of time then you can escalate the matter. The method of escalation will depend on the type of payment. If you have exhausted all methods of escalation, such as a PayPal dispute, but the issue remains unresolved, forward your purchase confirmation email to MPGuarantee@asos.com and we’ll take it from there.

PLEASE CLOSE MY ACCOUNT

In order to close your account please email marketplace@asos.com and provide us with your Marketplace account name or email address, we will then close your account and advise when it is done. IMPORTANT: If you run a boutique on Marketplace, please contact your Marketplace account manager first.

BUYING ON ROCKLANDLOCAL MARKETPLACE

HOW DO I PURCHASE ITEMS?

To purchase click on the Add To Bag option of the item(s) that you want. The item(s) will then be added to your basket. You can either view your shopping bag or Pay Now. Items in My Shopping Bag are not reserved for you and are available for other people to buy so make sure you act fast if there’s something you really want. Items will not be reserved from stock until you have paid for them. If an item goes out of stock it will be shown as ‘item is currently unavailable’.

I HAVE A PROBLEM WITH MY ORDER

If you have contacted the boutique by clicking on “Actions” then “Send Message” from the relevant order on your orders page. If you have contacted the seller and they have not responded to you within a reasonable time frame, check that they have not put their boutique on holiday mode as this would indicate that they are away. You can also to find out what to do if the seller is ignoring you.

WHAT DO I DO IF I THINK AN ITEM IS COUNTERFEIT?

You have the ability to report every seller and boutique on the site. Use your power! Even if you’re just suspicious, it’s better to speak up and alert ASOS Marketplace as we will investigate each claim. If you hit the report button on the product page you can send us a message highlighting your concerns. Take a look at our Fashion not Fakes campaign.

WHAT DO I DO IF I RECEIVE AN ITEM THAT I BELIEVE TO BE COUNTERFEIT?

If you have bought an item from a seller on Marketplace and you believe it is a counterfeit, firstly contact the seller to request a refund. If you do not receive a response or your money back from the seller, alert our compliance team, including your order number, to enable them to look into this further. ASOS Marketplace operates a zero tolerance policy towards counterfeit goods and will work to ensure you are not left out of pocket.

As with any transaction, please use ASOS Marketplace’s Feedback system to review the seller’s product and service for your transaction, but please don’t leave feedback until the transaction is complete.

DELIVERY

HOW LONG WILL IT TAKE TO DELIVER MY ITEM?

This can vary based on the delivery method that the vendor has provided or that you have chosen, as well as where the item is being delivered from or to, the vendor will have specified the shipping times on the shipping details section on their listing. Deliveries within your country will normally be quicker than international deliveries, depending on the shipping method chosen. Some vendors use shipping services that will allow you to track the delivery. If you want more information contact the vendor by clicking on the envelope icon on their store front or on any of their items for sale.

WHAT SHIPPING METHODS CAN I CHOOSE?

You have a number of shipping methods depending on what the vendor has decided to offer. If a shipping method you would like is not available, you should contact the vendor and ask if they would be prepared to offer the alternative shipping method and add it to their listing.

WHY CAN’T I SELECT A SHIPPING OPTION?

It is likely that the vendor hasn’t included a shipping option to your region. You can message the vendor and ask them if they dispatch to your country, or if they would be happy to make an exception. Simply search for the vendor using the search box at the top of the page and click on ‘send us a message’ on one of their product pages.

HOW DO I CHANGE MY ADDRESS OR ADD A NEW ONE?

Log into your Rocklandlocal Marketplace account and click through to Account>settings>my details. There you can choose to ‘edit’ an existing address or select ‘add an address’.

MY ITEM HASN’T BEEN DELIVERED, WHAT SHOULD I DO?

We recommend you contact the Boutique directly by clicking on “Actions” then “Send Message” from the relevant order on your orders page. You can then follow up your order and ask for any tracking information that will help locate your order. If you don’t receive a response after a reasonable period of time then you can escalate the matter. If you have exhausted other methods of escalation, such as a PayPal dispute, but the issue remains unresolved, forward your purchase confirmation email to MPGuarantee@asos.com and we’ll take it from there.

FEEDBACK

HOW DO I LEAVE FEEDBACK FOR AN ITEM I RECENTLY BOUGHT?

Once your item has been shipped a ‘Feedback required’ prompt will show up in the My Marketplace Dashboard area. Click through to leave either positive, neutral or negative feedback for the seller plus a comment. If you have a question for the seller please do not leave it in the feedback section, send them a message by clicking on the envelope icon on their store front or on any of their items for sale.

If feedback left is unjust or left incorrectly we may remove it without further contact.

CAN I CHANGE MY FEEDBACK?

If you have left feedback incorrectly, or a seller has rectified a problem, you can change your feedback once. You can change it by viewing the order details page or by visiting My Marketplace > Feedback. Click on ‘reconsidered’ and change your feedback there.

REFUNDS & RETURNS

RETURNS:

You may cancel an order from your account before it is shipped. Please note that if the item is made-to-measure you may only be able to cancel the order before it is shipped provided that the garment hasn’t been altered or made yet.

If you receive an item and wish to return it for any reason you must inform the Seller in writing:

  • Within 14 days of receiving the item.
  • Within 28 days if the item becomes faulty.

The Vendor will then provide you instructions on how to return your item and once your item is received back, they will process your refund to your original payment method (PayPal or credit/debit card)

Return postage is your responsibility unless the item is incorrect or faulty, in which case the Seller will refund the return postage.

Please note that the seller may refuse a refund if the garment as been made according to your precise measurements ie) made-to-measure.

The items you return must be unworn and in their original condition save for your right to inspect the goods and try on the garments. It is your responsibility to ensure that you package the returned goods adequately so that it arrives back to the Seller undamaged. If you have any further questions on returns, refunds or cancellations please contact the Seller.

HOW DO I RETURN AN ITEM FOR REFUND?

Customers are entitled to a full refund within 14 days of receiving an order, provided the item is unworn and immediate packaging is received back in the same condition as it was sent.

Go to > My Account > Orders > Purchases. In the ‘Actions’ drop down select ‘Request Refund’. Select a reason for the return from the drop down and add in a message to the vendor.

Once confirmation has been received from the vendor, proceed with returning the item.

Items must be returned to the vendor you purchased the item from within 14 days of having your ‘request for refund’ approved by the seller. Do not send returns to Rocklandlocal. Marketplace cannot recover items incorrectly sent to Rocklandlocal.com.

The Vendor will then provide you instructions on how to return your item and once your item is received back, they will process your refund to your original payment method (PayPal or credit/debit card)

If the Vendor has not updated the order status to Shipped then you may not have the request refund/exchange option available, in this situation, message the seller though the site to advise them of this.

Please note that the Vendor may refuse a refund if the garment as been made according to your precise measurements ie) made-to-measure.

FAULTY ITEMS

Customers are entitled to return an item within 14 days if it is different to how it was advertised by the vendor and is unworn.

If an item becomes faulty after wear, the customer is entitled to query a refund or exchange within 28 days of receiving an order. The customer must provide a detailed description of the fault together with photographic evidence and contact the vendor immediately. Once the vendor has reviewed this information and received the item back to their warehouse any decision to honour a refund is at their discretion and based on the evidence provided by the customer.

To advise the vendor of the faulty item go to > My Account > Orders > Purchases. In the ‘Actions’ drop down select ‘Request Refund’. Select ‘faulty’ as the reason for the return and add in a message to the vendor with more details on why the item is faulty.

CAN I RETURN AN ITEM THAT HAS BEEN MADE-TO-MEASURE?

If a garment has been made and produced according to your exact measurements, the vendor is under no obligation to accept a return, however we recommend that you message the vendor to discuss your individual case as some may be happy to offer a refund.

EXCHANGES

Exchanges can be made on like for like products, i.e. if you require a different size. If another product is required then the customer must request a refund and follow the refund procedure. Once this is complete, the customer can then place a new order.

SHIPPING COSTS ON REFUNDS & EXCHANGES

Shipping charges that you have paid to receive your purchase will be included as part of your refund. When a customer has returned an item the vendor can refund the item alone or the item and the shipping, the vendor must advise the customer which of these options they will be refunding and how the original delivery fees will be sent.

WHAT SHOULD I DO IF A VENDOR REFUSES TO ACCEPT A REFUND OR EXCHANGE?

If a seller will not accept a refund or exchange that you feel you are entitled to, you should escalate the matter. If you have exhausted other methods of escalation, such as a PayPal dispute, but the issue remains unresolved, forward your purchase confirmation email to MPGuarantee@asos.com and we’ll take it from there.

CANCELLING ORDERS

HOW DO I CANCEL AN ORDER?

Go to My Marketplace > Purchases. Here you can see the status of your orders and you may cancel any order before it has been shipped by the vendor. You will only be able to Request a Refund for orders that have not yet been changed to shipped by the vendor. When you cancel an order, you have to leave a message to let the vendor know why. As good manners, we would recommend that the buyer notifies the vendor of their cancellation as soon as possible.

WHAT HAPPENS WHEN I CANCEL A PURCHASE?

When you cancel an order the vendor will be informed that you have cancelled the order so they know not to ship your item out. Once the vendor approves the refund PayPal will refund the money to the account you used to pay.

DISPUTES

THE VENDOR IS IGNORING ME

We recommend you contact the vendor directly by clicking on “Actions” then “Send Message” from the relevant order on your orders page. Be sure to get in touch with the seller at least once and ensure that you’ve allowed a reasonable amount of time for them to get back to you. If you are still waiting, then you can escalate the matter. If you have exhausted other methods of escalation, such as a PayPal dispute, but the issue remains unresolved, forward your purchase confirmation email to MPGuarantee@asos.com and we’ll take it from there.

 

WHAT IS A DISPUTE?

A dispute occurs when a buyer and a seller can’t resolve a problem with a purchase directly between themselves. Disputes should be resolved through PayPal, who manage the solving of disputes and the resolution of transactions and finances.

HOW DO DISPUTES WORK?

Raising a dispute should be the absolute last resort. You should always try to solve your problems by communicating directly with the Boutique first. Disputes take some time and often require the buyer and seller to provide evidence of their role in the transaction and item delivery. You can find more information about PayPal disputes at the PayPal

HOW ARE DISPUTES RESOLVED?

Disputes are resolved by PayPal or via the ASOS Marketplace Guarantee. Once they have been resolved, Rocklandlocal Marketplace will record the result. Rocklandlocal Marketplace may then take further action if deemed necessary, this can include payment reversal, or the suspension of selling or buying privileges.