Updated

Asos Customer FAQ

Top Answers & How-to Guides

How do I Contact Asos Customer Service?

The question we are asked most often is about how to talk to Asos customer service. Click here for contact information, email and chat options, getting a live person, wait times and more.

Do I need an account to place an order?

No, you do not need an account to place an order on Asos. We offer a guest checkout option that allows you to make a purchase without...

Can I ship my order to multiple addresses?

No, Asos currently only offers the option to ship orders to a single address. If you wish to ship items to multiple addresses, you...
Ask any question you have about Asos customer service, get an answer now.

Recent Asos Customer Questions

I do not see my order and I have been charged

It can take up to an hour for your order to appear on your account once you've made a purchase. If you've been charged but your order is not appearing after that time frame, it's likely an issue with the order being processed. Though it may appear as though you’ve been charged, what you’re seeing is actually a pre-authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This pre-authorization will clear (and you will not be charged) since the order was unsuccessful. If the charge doesn't clear automatically, we recommend contacting your bank or card provider.
Asked May 9, 2024 1:09 PM

I’m trying to contact asos because my return barcode doesn’t scan at post office

This sort of situation can be frustrating. If your return barcode isn't scanning at the post office, it might be due to damage or print quality issues on the label. We advise reprinting the return label and ensuring the print quality is high. Make sure the barcode isn't wrinkled or smudged, as this can interfere with scanning. If after these steps, it's still not scanning at the post office, you may need to seek help from a different post office to verify if their scanners can read your return barcode or not.
Asked Apr 11, 2024 8:02 AM

I need help with a return. I never received an email confirmation order number or packing slip.

We understand that you need assistance with a return. Typically, you would use your order number or packing slip. However, if you don't have these, you can still proceed with the return by using the card or the account you used to place the order. Please pack the item securely and follow the return procedure on the Asos website. Additionally, if the email confirmation is missing, check your spam or junk folder, as sometimes the emails can end up there. Alternatively, if you have an Asos account, you can see your order history online, where you'll find the order number needed for the return.
Asked Mar 22, 2024 3:54 PM

I need to make a return but there is no trace of my order on my account

If you can't see your order in your account, it's likely that you may have checked out as a guest or used a different email address. In these cases, your order details won't be linked to your account. However, you can still return your items. Check your emails for your confirmation where you'll find your order details. Follow the instructions there to process your return. If you still have problems finding your order, double-check your junk or spam folders in case the confirmation email ended up there.
Asked Mar 11, 2024 8:53 AM

Can I use the same return label on multiple packages before items won’t fit in 1 package

Unfortunately, each return should have its own return label. This is because each label corresponds to the specific items you're sending back. Using the same label for multiple packages may create confusion and could possibly lead to your returns not being processed correctly. If your items won't fit into one package, you would need to print a return label for each package. This ensures each returned item is tracked and processed efficiently. We understand this might be little inconvenient but it's really important to ensure that your returns are managed accurately. Thank you for understanding.
Asked Feb 16, 2024 6:50 AM

Help me with my Asos customer service issue

Returns

How Do I Return Something to Asos?

Although ASOS is based out of London, England, they do provide free returns to those in the United States. Read these helpful tips...

What is the return policy for Asos?

ASOS has a flexible and customer-friendly return policy. They accept returns within 28 days from the date of delivery for full-priced...

Can I return items in-store?

No, Asos does not have physical stores, so you cannot return items in-store. As an online-only retailer, Asos allows customers to make...

How long does it take to process a return?

The processing time for returns with ASOS typically takes around 14 days from the day the return is received by them. Once they have...

Order Tracking

How Do I Track My Order with Asos?

If you need help with your Asos order, you may contact the customer support team. The best way to contact Asos is via email. Send them...

Order Changes

Can I cancel or change my order after it has been placed?

Yes, you can cancel or change your order after it has been placed, but only if it has not yet been dispatched. Asos strives to process...

Payment Methods

What payment methods does Asos accept?

Asos accepts various payment methods to ensure a convenient and secure shopping experience. Customers can conveniently pay for their...

Account Requirement

Do I need an account to place an order?

No, you do not need an account to place an order on Asos. We offer a guest checkout option that allows you to make a purchase without...

Shipping Options

Is there an express shipping option available?

Yes, Asos offers an express shipping option for customers. This service allows for faster delivery of your ordered items. With express...

Multiple Addresses

Can I ship my order to multiple addresses?

No, Asos currently only offers the option to ship orders to a single address. If you wish to ship items to multiple addresses, you...
We look to the Asos issues that customers have reported to GetHuman to decide which questions are the most common and how much time to spend researching how to solve them.
Asos issues reported to GetHuman
Was this page helpful?YesNeeds work
Sharing is what powers GetHuman's free customer service contact information and tools. You can help!
Updated