ASOS Customer Care Email: What Exists, What Doesn’t, and the Fastest Ways to Get Help

Quick answer: is there an ASOS customer care email?

ASOS does not publish a general customer service email address for order queries. Instead, they route all support through their Help Centre, in-account messaging, and live chat. This design helps them authenticate your account, pull your order details automatically, and resolve issues faster than a traditional email inbox.

If you find email addresses on third-party sites claiming to be “ASOS support,” treat them as suspicious. ASOS does not offer phone support or WhatsApp support for orders either. For legitimate help, start at the official Help Centre: https://www.asos.com/customer-care/ or https://www.asos.com/help/.

There are specific corporate email addresses for press, partnerships, and privacy matters, but they are not used for order support. Using them for order issues usually results in delays or redirection back to the Help Centre.

The best way to contact ASOS (instead of email)

The fastest path is through your ASOS account. Go to https://www.asos.com/ and sign in, then navigate to My Account → My Orders → select the relevant order → Get help. From there, you can start a live chat or submit a message tied to that order. This avoids back-and-forth emails asking for order numbers, names, and photos.

Live chat typically provides a response within minutes and is available 7 days a week. When chat queues are high, you can leave a message; typical responses to in-portal messages are within 24–48 hours. If you’re not signed in or you checked out as a guest, use the Help Centre at https://www.asos.com/customer-care/ and select a topic to reach the contact options.

For quick status checks, use Track Order from your account page. For returns, generate a returns label from your order page to ensure your case is linked to the right order ID and carrier tracking.

How to structure an “email-style” message via the Help Centre

Even though you’re not sending a traditional email, writing your message with clear “email discipline” speeds things up. Use a concise subject, list your order details in the first lines, and add any photos or documents up front. This minimizes follow-up questions and can shave a day off resolution time.

ASOS accepts image uploads for damaged or missing items. Clear photos of packaging, the shipping label, and the item defect (taken in good lighting) help agents make a decision on replacements or refunds without escalating the case.

What to include to get a first-pass resolution

Have these details ready before you open chat or submit a message. Think of this as your “perfect email” to ASOS—just delivered through the official portal rather than a mailbox. Most investigations begin only after agents confirm these basics.

• Order number (format often starts with “ASO” or shown in your order history) and the exact item name/SKU, color, and size.
• Timeline: purchase date, dispatch email date, carrier, and the last tracking scan (date/time). If late, state how many calendar days past expected delivery you are.
• Issue specifics: “missing item,” “received wrong size,” “damaged on arrival,” “return scanned on [date] but no refund,” or “promo not applied.”
• Proof: photos of packaging, item defects, and the shipping label; for returns, the drop-off receipt and tracking number.
• Requested outcome: refund to original payment, replacement in size X, or store credit. If a deadline matters (e.g., an event date), state it clearly.

Response times, availability, and realistic expectations

Based on ASOS’s digital-first model, live chat is usually the quickest route, with initial responses commonly within 1–5 minutes when queues are low. For message submissions through the Help Centre, a 24–48 hour turnaround is typical, though peak periods (e.g., Black Friday week or 26–31 December) can extend this.

If your case requires a carrier investigation (lost parcel, tampering, or a discrepancy between carrier scans and your statement), allow an additional 3–7 business days. Provide all proofs at the outset to avoid a reset of that clock.

Keep all communication within the ASOS portal. If you also message via social media, reference your order number and the existing case ID to avoid duplicate investigations that can slow resolution.

Returns and refunds: what customer care will check

ASOS’s standard policy has commonly included a full refund for returns initiated within 28 days of receipt, with returns processed between days 29–45 typically credited as a gift voucher rather than a cash refund. Always confirm the current terms in the Help Centre for your country, as policies can change and may vary by region.

Items must be in original condition with tags. Hygiene-sealed products (e.g., some beauty or underwear items) may not be returnable if opened, and shoes should be tried on indoors to avoid wear marks. Refunds are issued to the original payment method once the return is processed by ASOS—allow carrier transit plus warehouse processing time, which can total 7–14 days in busy periods.

If your return has been scanned but not refunded after 14 calendar days, contact ASOS with the return receipt and tracking. Provide the date/time of drop-off and the carrier location. This is the point at which an agent can escalate internally.

Escalations and formal complaints

If your case remains unresolved after you have provided all proofs and allowed the stated investigation time, escalate through the ASOS complaints route in the Help Centre. Ask the agent to log a formal complaint and request a written update timeframe (e.g., “by close of business in 3 business days”).

For payment disputes, card networks generally allow a chargeback within up to 120 days from the transaction or expected delivery date (issuer rules vary). For UK credit card purchases between £100 and £30,000, Section 75 of the Consumer Credit Act 1974 may apply; speak to your card issuer for eligibility and documentation requirements.

• EU Online Dispute Resolution (ODR) platform: https://ec.europa.eu/odr (use only after attempting to resolve with ASOS directly).
• Keep a timeline: order date, promised delivery date, all contact dates, case IDs, and outcomes offered. This evidence is critical for escalations or chargebacks.

Channels and details to avoid (common pitfalls)

ASOS does not operate a public customer service phone number for orders. Be wary of websites listing generic UK or international numbers claiming to be “ASOS support.” These are typically third parties or scams. Likewise, there is no official WhatsApp support for ASOS orders at the time of writing.

Only use the official domains: https://www.asos.com/ and https://www.asos.com/customer-care/. Do not share payment details or full card numbers over chat or messages. ASOS support will never ask you to pay a “priority fee” to resolve a ticket.

For corporate correspondence (not for order help), ASOS plc’s registered office is Greater London House, Hampstead Road, London NW1 7FB, United Kingdom. For privacy/data rights, use the contact method listed in ASOS’s current Privacy Notice via the website, rather than sending order queries to privacy inboxes.

Practical example: a high-signal message that gets resolved

Subject: “Order ASO123456789 – Missing Item – 1 of 3 Not Delivered – Request Refund.” First line: “Placed 12 June 2025, dispatched 13 June via Evri; delivered 16 June 14:22; parcel arrived unsealed; missing Item: ‘ASOS Design Midi Dress, Black, Size 10’ SKU 123-456.” Attach three photos: box exterior, shipping label, and interior packaging.

Second line: “Requested outcome: refund to original payment method.” Final line: “I can return the received items if needed; please confirm next steps.” This structure makes it simple for an agent to approve or escalate without further clarification, reducing resolution time by a full cycle.

Can I speak 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!

Does ASOS have an email address?

Check your junk mail.
Your email software may be marking our emails as junk mail. To stop this from happening, please add [email protected] to your email address book.

How do I contact ASOS customer support?

Live Chat is open 07:00 – 23:59 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 do I send a complaint to 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.