Genuine Products | ASOS Customer Care (2024)

FAQs

Can you talk to a real person at ASOS? ›

Customer care

Our Help pages are there for you to answer any questions you may have, 24/7. Not only that, but we also have the friendliest customer care advisors working our Live Chat to help with anything our FAQs don't know!

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.

HOW CAN I MAKE A CLAIM ON THE ASSOS WARRANTY? You should make a claim on the ASSOS warranty directly from the retailer where you purchased the product. In other words, the store or online retailer which sold you the product will be able to handle your claim.

You have 28 days from the day of delivery or the day the order becomes available for collection at your nominated store or collection point to return an item to us for a refund. The refund will be issued to your original payment method.

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.

What should I do if my item's incorrect? If you received a wrong item, please send it back to us as soon as you can. You'll need to select 'Incorrect Item Received' as the reason for return when creating your return.

If your order doesn't arrive, please let us know within 30 days of the date by which your order should have been delivered and we'll do our best to help you.

Depending on your bank or card issuer it can take up to 10 business days to be with you. In the unlikely event your item is returned in an unsuitable condition, or outside of the 28 day returns policy, we reserve the right not to refund you.

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

Where is ASOS UK located? ›

ASOS's headquarters are in Camden Town, at Greater London House, with additional offices in Berlin and Birmingham. As of 2013, their main fulfilment centre is in Barnsley, South Yorkshire, where they employ 3,500 workers. The customer care department is based in Leavesden.

5 free lookups per month. No credit card required. The most common ASOS Marketplace email format is [first][last_initial] (ex. janed@asos.com), which is being used by 100.0% of ASOS Marketplace work email addresses.

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.

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

We're not able to offer an exchange on returned items and all returned items will be refunded once they've been received by our warehouse. If you need a different size or colour of an item, then you'll need to place a new order. All returned items will be inspected upon arrival.

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

What should I do if my item's incorrect? If you received a wrong item, please send it back to us as soon as you can. You'll need to select 'Incorrect Item Received' as the reason for return when creating your return.

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.