1. Track your order
Just go to 'My Orders', log in and select the order you'd like to track, then click the 'Track Parcel' button.
If the tracking doesn’t show any updates or is blank, there may be a delay with the update of your tracking – don’t worry, it’ll update soon. Please allow until the estimated delivery date for your order to be delivered.
2. Check the estimated delivery date
You’ll find this date in your Order Confirmation email or by checking 'My Orders'.
Please remember that this date is an estimate, so your order may arrive before, on, or slightly after your estimated delivery date.
3. I'm still waiting for my order
Has your estimated delivery date already passed? 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.
Just one more thing...
We aim to meet our delivery promise, but delays and changes may happen – please see our Ts&Cs for more info.
FAQs
Live Chat is open 07:00 - 23:59 Monday to Sunday.
What if my ASOS order is not delivered? ›
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.
Does ASOS have customer service? ›
Live Chat is open 05:00 - 23:59 (CDT) Monday to Sunday. 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.
How to make a formal complaint to ASOS? ›
How can I make a complaint? The ASOS Complaints procedure
- 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.
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.
What happens if I return ASOS late? ›
Can I return an item after 28 days? As per our Returns Policy, we only accept returns within 28 days of your order being delivered or made available for collection. In this case, your refund will be issued to your original payment method.
Why is my ASOS order taking so long to ship? ›
If the status of your order is showing as 'It's Ordered', it means that we're busy getting your order together ready to be sent out. During busy times, this status may show on your order for longer than normal.
What happens if my order doesn't get delivered? ›
Check the delivery address you gave the seller. Then contact them and ask where your order is. If the seller claims they've delivered it or don't know where it is, you can ask for a redelivery. You might be able to get a refund in some circ*mstances.
What can I do if my online order is not delivered? ›
What to do if your online order never arrives
- First, contact the seller. ...
- If that doesn't work, you still didn't get your order and the charge shows up on your credit card statement, dispute the charge.
- If you paid by debit card, contact your debit card company (often your bank or credit union).
ASOS run accounts across every major social network, engaging both existing and potential customers with regular posts and interactive commenting.
Shipping methods available
Standard Shipping to a UPS or Nordstrom Collection point with Click & Collect. Express Shipping to a residential/ business address. Express Shipping to a UPS or Nordstrom Store with Click & Collect. Next-Day Shipping is offered to some areas of mainland US.
Does ASOS cancel orders? ›
Can I cancel my order? You can cancel your order within a specific timeframe that depends on your chosen delivery method: Next Day Delivery, Evening Next Day Delivery and ASOS Instant: 15 minutes after completing your order.
What do I do if my ASOS order doesn't arrive? ›
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.
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!
How do you send a customer complaint? ›
Give the basics
Include your account number, if you have an account with the business, and the related transaction number. Give the product name and its serial or model number. State the date and place you bought the product or service or had it repaired or serviced. Give important details about the transaction.
Does ASOS have an online forum? ›
When using the Uservoice forum, your feedback will automatically be submitted to the ASOS Ideas Hub. From here you will also be able to upvote and comment on what other customers have shared to let us know what you care about. Follow the steps below to submit your feedback with Uservoice.
What is online live chat? ›
Live chat support is a way for customers to have real-time, back-and-forth conversations with support agents. Using live chat software embedded on a company's website, customers can send their questions to a person who can quickly reply to them in the same small window.
How long is ASOS hold for an hour? ›
If you've added something to your shopping bag, it'll be reserved for 60 minutes. After 60 minutes it will be removed so other customers can buy it.
