Contact ASOS | ASOS Customer Care (2024)

FAQs

How can I speak to a real person at ASOS? ›

You'll see the chat button on our Help pages when someone from our Customer Care team is available to chat. We recommend logging in to your ASOS account first to tailor your experience.

Use the 'Contact Us Now' button below or click here to chat to the team. Provide as much information as possible (for example your order number and ASOS registered email), so our team can help you straight away. Once they've received your query, the relevant team will get back to you as soon as possible.

Your email software may be marking our emails as junk mail. To stop this from happening, please add asos@fashion.asos.com to your email address book. Check your notifications are switched on. If you're shopping on the App, it's worth checking to see if you're opted into receiving push notifications from us.

Please give us a few extra days for your order to be delivered (especially during busy times)! If your order doesn't arrive, please get in touch with our Customer Care team within 30 days of your estimated delivery date, and we'll do our best to help you.

ASOS run accounts across every major social network, engaging both existing and potential customers with regular posts and interactive commenting.

ASOS or an ASOS Brand Partner will inspect all returns. The return policy for orders sold and shipped by an ASOS Brand Partner is at the discretion of the brand. All items must be returned unworn/unused and in the same condition as when they were received in order for us to issue a full refund.

To help ensure your order is not declined when placing a new order we suggest checking the following: Check the card details on your ASOS account to make sure the information is correct, e.g. the expiry date or your billing address.

Why is the 'Cancel order' button not available? If the 'Cancel' button is not 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. You can find out information on how to return your order here.

Please note: if you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes. If you're able to log into your account but can't access pages such as 'My Account' and 'My Orders', you'll need to check that your device clock is accurate.

The Danish company Bestseller A/S, owned by the business magnate Anders Holch Povlsen, is ASOS's largest stakeholder, with a 26% share.

Are ASOS customers loyal? ›

Set in relation to the 22 percent usage share of the brand, this means that 77 percent of their customers show loyalty to the brand.

José Antonio Ramos Calamonte (Jun 16, 2022–)

ASOS / CEO

Use the 'Contact Us Now' button below or click here to chat to the team. Provide as much information as possible (for example your order number and ASOS registered email), so our team can help you straight away. Once they've received your query, the relevant team will get back to you as soon as possible.

You can hire a consumer case lawyer to send a notice to the company. File a consumer complaint: If no reply is received from the company to the legal notice, you can hire a consumer law attorney to file a consumer complaint against it in the appropriate consumer forum.

You should contact the seller to ask for a redelivery or a refund - you can phone, email or write a letter.

We're really sorry if we've made a mistake with your refund! If this is the case please get in touch with our Customer Care team and we'll try and sort it out for you as soon as possible. Please make sure that you include your order number and any item details relating to the refund when you get in touch.

We're all about online at ASOS so you won't find us in your local mall.

If you've received all your parcels and something you ordered is missing, please get in touch with our Customer Care team here within 30 days of your order being delivered.