Contact ASOS Customer Service
Customer Service Hours
Pro Tips for Contacting ASOS:
To keep sale day disappointment away, follow ASOS on Twitter and like them on Facebook – to get news on special offers and be the first to order on the busy sales days.
Register your birthday over the phone or online and you’ll be sent a little something 🙂
To ensure you get your items, but you work during the week and don’t have time to stay in for deliveries – try the popular Click and Collect service, where you’ll be able to have your items delivered to a convenience store or supermarket close to your house.
Please remember to plan the order deliveries at busy times of the year. So if you’re ordering for Christmas, place your orders rather sooner than later. It’s the retail world’s busiest time of year and snow can be rather challenging for tireless couriers across the country.
The helpful ASOS advisors are standing by to field any potential queries you might have. With over 850 popular brands and from new ranges: ASOS Africa, Collection and Black – you can now order for next day, next evening, premium and specified day delivery.
The Customer Service team are happy to help with payment and account (credit) queries as well as any delivery and product questions.
It’s important to know where your order is at all times, so there is a process in place that has been implemented to secure the delivery of your parcel through the tracking system on all of the UK mainland orders – on all available delivery options that can be selected at time of order. ASOS specifically selects a courier based on where your delivery address is to ensure that you have your items with you as soon as possible.
Frequently asked questions:
Can I change my order after I’ve placed it?
Unfortunately no. At ASOS the focus is on a quality product and a speedy delivery. Which means that once your order is placed in the system, it is processed and packed at one of the warehouses and dispatched as soon as possible.
Can I cancel my order?
Yes you can. You have the 14 day cancellation period as set out by the (UK) Consumer Contracts Regulations act (2013). If you have received the goods already, you can return them. They will however, need to be unworn, unused and in their original condition.
My order is missing something, what should I do?
Quite often when this happens the case is that the orders have been dispatched separately in separate items, so it may not be that the item is missing but it is coming in a separate package.
If it has been several days after the first package arrived, and you ordered the items at the same time, then you may wish to investigate further by contacting ASOS and seeing whether your order was dispatched as a single item or in more than one package.
Where is my order?
Check your confirmation email and ensure that the delivery date has expired. If this is the case, please call ASOS helpline in order to track the order for you.
What are my delivery options?
- Next day delivery
- Evening next day
- Nominated day
- Standard delivery
- Click and Collect
How can I tell whether my product is authentic or not?
Luckily if you buy from ASOS, you can have assurance that your product is genuine and not a counterfeit or forgery. ASOS only buys directly from the brands that it stocks, and so there is absolute peace of mind for any customers purchasing products, as authenticity is assured.
Can I return my product in the UK?
Yes, if you purchased a product from ASOS United Kingdom then you may be able to return your product without hassle. To do so, you will need to find the delivery address return label that should be included with your order. It’s important to recognise that this is not a pre-paid return note, so you will have to pay for the postage yourself. Call the ASOS customer service number above if you have misplaced your return label.
I’m a student and I heard ASOS has a discount, is that true?
ASOS offers a ten percent discount to all students. The conditions are that you are a member of the UNiDAYS association or the National Union of Students. You will have to enter your NUS Extra card number when you complete your purchase.
Alternatively, you can register your university email online with ASOS and that will also help you apply for your ten percent discount. You may wish to keep in mind that this discount might not be applicable in conjunction with other discount codes, and does not apply to delivery or additional premier delivery charges. If you are unable to sign up contact ASOS customer services for additional help.
Is the student discount transferable?
No, ASOS offers the student discount to each customer who is a student, and so it is not transferable to other people. If it’s found to be used for others then it’s possible that ASOS will withdraw your discount and you may be unable to use it in the future.
The item I want is out of stock, when will you get it back?
Unfortunately, ASOS currently has no way of informing customers at present whether an item will be restocked. Due to the way ASOS operates by offering unique and limited ranges of different products, it is quite common for the company to not restock products. For this reason, you may wish to find out by calling the ASOS number above, or by searching for another similar product that you like just as much.
Can I use two promotional codes on one order?
You’re only allowed to use one promo code on each order, as ASOS states on their website. This means that if you have multiple discount codes then you will need to choose the most suitable one for your purchase. This goes for codes for free delivery too – in this case you may wish to weigh up the price reduction or the benefits of free delivery versus a discount on the sticker price of the pieces that you’re purchasing.
How long until my order gets delivered?
When you purchased with ASOS, you should have received a confirmation email. Inside this email is delivery information including the expected date of delivery. If this date has not yet passed, then you may need to wait a little longer for your delivery.
If it has not arrived by this date, perhaps one of the first things you should look into is whether there are delivery disruptions in your local area. If you’ve already done this and there are no delays, you might want to visit the order tracking page on the website.
If this still yields no results then you may wish to call the ASOS contact number directly so that they can help you investigate where your order is and when it will arrive.
Will ASOS still be able to deliver my package if I’m not at home?
As long as someone is at your home then the package should be deliverable. However, often the delivery will require a signature so this means that if there is no one available to take receipt of the package then it may not be possible to deliver it.
In this case it will be taken out for re-delivery depending on the courier or postal service being used, and if delivery continues to fail then it may eventually be returned to the sender.
Can I redirect my delivery to a different place?
ASOS doesn’t allow you to change the delivery location of your package once it’s been dispatched. This is for your security and to make sure your package is sent to the right place. That said, if no one is available to receive your package then the delivery person or courier will be able to leave a note or card that tells you how you can collect your package or when it will be out for redelivery.
I want to cancel my order, can I do that?
Yes, you can cancel your order but there are some time limits that apply depending on what kind of order you placed. For example, if you place an order for next day delivery, you will only have 15 minutes to cancel your order after placing it. If you have chosen standard delivery then you will have up to an hour after placing your order to cancel it.
If you’ve chosen the option of Precise Delivery then you will luckily have up to two days to cancel it. To cancel your order call the ASOS phone number on this page.