If you have made an order from ASOS and you are experiencing a problem, there is no need to be concerned as any issues can be handled quickly and easily. Here you can find all the essential information to enable you to get your difficulties sorted out as soon as possible. If there are questions that this information does not provide an answer to, call the ASOS contact number and speak with one of their customer service agents.
If you are missing part of your order, there may be no need for concern as sometimes items are sent separately. Check your delivery note to see if the item is supposed to be included or if it is being sent in a separate package. If it turns out that the item is indeed missing, simply contact the customer care team with your order number and details of the missing item and the problem will be dealt with rapidly.
Faulty or Incorrect Item
If an item that you have purchased is faulty or damaged, the ASOS customer service team can arrange for a replacement for you. Simply call the ASOS customer service number and report the item’s name and number as well as your order number and give them a brief description of the fault or problem. If you have received the wrong item by mistake, you can call the customer service team with details of the incorrect item’s product number and name. A replacement item will soon be sent out to you.
Cancelling or Changing Orders
Although it is not possible to change an order once it has been placed, you can often cancel your order and place a different one instead. You can cancel your order within 1 hour of placing it if you have opted for standard delivery, 30 minutes if you have chosen express delivery or 15 minutes if you have chosen next day delivery options. Should it be too late for a cancellation, there is no need to worry as you can simply return your order once it arrives and receive a full refund.
Delivery Not Arrived
If you have placed an order and your delivery has not arrived within the expected time-frame, you should check your order confirmation email to ensure that the estimated delivery date has already passed before you contact ASOS. Some orders are sent by tracked deliveries, and in these cases you can view your order in the ‘My Account’ section of the website and see the up to date tracking information as to the whereabouts of your parcel.
Returning an Item
If you find that an item does not meet your needs once it arrives, there is no need to worry as you can return it for a full refund. All returns are completely free of charge as long as they are made within 28 days of the order being received. Alternatively, an item can be exchanged free of charge within the same time period. You can return your parcel in one of 7 ways including via the postal service, via courier or via a Hermes Parcel Shop. Once your item has been received you will receive a full refund. Call ASOS customer care to learn more.