ASOS US Customer Care Phone Number: The Facts and the Fastest Ways to Get Help

Does ASOS have a US customer service phone number?

As of 2025, ASOS does not operate a public, general customer service phone line for US shoppers. This is by design: ASOS routes support through its online Help Centre and in-app chat so advisors can access your order history securely and share links, return labels, and case transcripts. If you find a “ASOS customer service phone number” online, it is almost certainly unofficial and should be treated as a scam risk.

Your official starting points are the ASOS Help Centre on the web and within the ASOS app. Use these links directly to avoid impersonation sites: https://www.asos.com/customer-care/ and https://www.asos.com/customer-care/contact-us/. Sign in before contacting support so the system can pull up orders, payments, and delivery events for faster resolution.

How to contact ASOS from the US (fastest methods)

The quickest live route is web or in-app chat. On desktop or mobile web, go to the Help Centre, choose a topic (for example, “Where’s my order?” or “Returns & refunds”), and select the chat option when it appears. On the ASOS app, go to Account > My Orders > the relevant order > Help with this order. Typical wait times vary with peak periods (sales, holidays), but chat is designed to connect you to a human advisor after a guided triage.

If your query is about an order already dispatched, have your tracking number ready. Advisors can see carrier scans and can lodge an investigation if tracking stalls. For returns, chat can regenerate labels, confirm whether your parcel has been scanned into the returns hub, and advise on refund timelines. Keep communications within the Help Centre/app; don’t share order details over unverified social profiles or through search-result phone numbers.

Phone alternatives that actually help US customers

While ASOS itself doesn’t provide a phone line, a few reputable phone contacts can speed up adjacent issues (e.g., stalled tracking or payment disputes). Use these only for their respective services—you’ll still manage your ASOS order or return through the Help Centre.

• USPS (tracking/delivery issues): 1-800-275-8777 — https://www.usps.com/
• UPS (tracking/delivery issues): 1-800-742-5877 — https://www.ups.com/
• FedEx (tracking/delivery issues): 1-800-463-3339 — https://www.fedex.com/
• DHL Express (international tracking): 1-800-225-5345 — https://www.dhl.com/
• PayPal (payment disputes, if used at checkout): 1-888-221-1161 — https://www.paypal.com/

Tip: If a carrier confirms a final “delivered” scan to the correct address and you still can’t locate the parcel, ask neighbors/building staff and check secure delivery areas first. Then contact ASOS chat with the timeline and the carrier’s case or reference number; ASOS may request a non-receipt declaration to investigate and resolve.

Avoiding fake ASOS phone numbers

Scammers buy ads and publish pages that look like “support directories,” listing made-up ASOS numbers. Red flags include requests for remote computer access, pressure to pay “verification” or “expedition” fees, or instructions to purchase gift cards or send Zelle/Cash App payments. ASOS will never ask for remote access, never ask you to read your full card number via phone, and never collect extra shipping fees outside your ASOS account.

Stick to official channels: https://www.asos.com/customer-care/ and the ASOS app. If you accidentally contacted an unofficial number and shared sensitive data, contact your bank immediately to secure your account and monitor for unauthorized transactions. You can also report fraudulent listings to your phone carrier and to the platform where you found the number (e.g., a search engine or social site).

What to have ready before you chat with ASOS

Providing complete information up front shortens resolution time. Prepare the details below so the advisor can verify your account, locate the transaction, and action a fix without back-and-forth.

• Your ASOS order number (found in Account > My Orders and in your confirmation email) and the email address on the account
• Accurate delivery address and any access details (apartment number, gate code, concierge desk)
• Tracking number, carrier name, and a brief delivery timeline (e.g., “Out for delivery 2:14 pm, delivered 3:02 pm, not received”)
• Clear photos for item or packaging issues (defects, wrong item, damage, security seal)
• Payment method used (card, PayPal, store credit) and the last four digits of the card (never share the full number)
• Return label ID or drop-off receipt if you’re querying a refund for a returned item

For sizing or product queries, include the product code from the item page. For app/website issues, note your device model, OS version, and app version (Account > Settings in the app) so support can reproduce the problem.

Key timelines, costs, and policies US shoppers ask about

Delivery options and prices can change with promotions and location. Consult the US delivery page from the Help Centre for the latest estimates and costs: https://www.asos.com/customer-care/delivery/. Express services are often available to many ZIP codes, and economy/standard windows vary by distance and carrier capacity, especially during peak holiday weeks.

Returns are initiated through your ASOS account; the portal generates the correct label and return hub. In most US cases, a prepaid label is provided. Some oversized items or specific return methods may incur a fee, which will be shown clearly in the returns flow before you confirm. For refunds, ASOS typically processes them after the parcel is scanned into the returns hub; allow processing time plus your bank’s posting time. If your refund hasn’t appeared after the timeframe shown in your returns page, contact chat with your drop-off receipt ID.

If you’re outside the standard refund window shown on your order, chat can advise if any credit options apply. Time-limited policies (for example, promotional return windows or peak-season exceptions) will be listed on the Help Centre and may differ from general guidance you find in third-party articles.

Escalation and formal complaints

If an issue isn’t resolved via the first chat, ask the advisor to review the full case history and escalate to a senior agent. Provide any new evidence (carrier confirmation, photos, timestamps). Keep communication within the same case so transcripts remain unified; this helps ASOS audit prior actions and speeds decision-making.

For payment disputes where a resolution isn’t reached, you can raise a claim with your card issuer or PayPal according to their timelines. US credit card chargebacks generally require filing within 60 days of the statement date of the disputed charge; your issuer’s number is on the back of your card. If you need a postal address for formal correspondence, ASOS plc’s registered office is: Greater London House, Hampstead Road, London NW1 7FB, United Kingdom. Note: this is not a returns address; always use the label generated in your ASOS account for returns.

For transparency, ASOS was founded in 2000 and serves millions of customers globally through online-only channels. That scale is why support is centralized in the Help Centre rather than by phone. Using the official chat and returns tools is the most reliable way to get accurate, account-specific assistance as a US customer.

How to make a complaint against ASOS?

How can I make a complaint? The ASOS Complaints procedure

1. Use the ‘Contact Us Now’ button below or click here to chat to the team.
2. Provide as much information as possible (for example your order number and ASOS registered email), so our team can help you straight away.

Where is the ASOS head office?

Our HQ in London
Our HQ in Camden was once a cigarette factory – now, the iconic Art Deco building has been completely renovated with spacious office areas, ASOS Studios (where we shoot all our products), beauty rooms and a free gym. There’s also a subsidised canteen and café.

What if I didn’t receive my ASOS order?

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.

Where does ASOS US ship from?

the UK warehouse
For orders that are shipped from the UK warehouse and contain items produced in certain countries may take longer to arrive. These orders will be sent via our Standard Shipping (Postal) service and can take up to 10 business days to be delivered.