Email ASOS Customer Care: the complete, practical guide

If you are trying to “email ASOS,” the most important thing to know is that ASOS no longer operates a public, customer-service email inbox for order issues. Instead, they handle written support through their Help Centre contact workflow (which functions like email), in-app messaging, and social direct messages. This keeps conversations linked to your account and order, reduces delays, and improves security.

Founded in 2000 and now serving customers in 200+ countries and territories, ASOS routes support through digital channels to provide faster, trackable resolutions. Below you’ll find the exact steps to send an email-style message, what to include so you get a useful reply the first time, realistic response timelines, and how to escalate when needed.

Does ASOS have a customer service email?

Short answer: no. ASOS does not publish a general customer-care email address for order or account issues. If you find a generic address through a web search, it is typically for press or corporate inquiries and is not monitored for customer support. Messages sent there are usually ignored or redirected and will delay your resolution.

The official, supported path is via the ASOS Help Centre at https://www.asos.com/help (desktop or mobile web) or the ASOS app (Account → Customer Care → Contact). These routes create a secure, email-like ticket tied to your order number, allow attachments, and send you responses by message and/or email notifications. If you prefer social, ASOS also supports private DMs through their verified accounts, but you should never post order details publicly.

The best way to reach ASOS in writing (email-like, with attachments)

Use the Help Centre “Contact us” flow. It mirrors email: you select a topic, enter your message, attach photos or PDFs (for example, delivery scans or defect images), and submit. You’ll receive a confirmation and subsequent replies in your ASOS account messages and to your registered email. This method preserves a clear timeline of the conversation and links directly to the relevant order.

On web, go to https://www.asos.com/help and choose Contact us. In the app, go to Account → Customer Care → Contact. If you’re logged in, your recent orders appear automatically; if you checked out as a guest, have your order number and purchase email ready so the advisor can locate the order quickly.

Step-by-step: submit an ASOS “email” via the Help Centre

• Sign in at https://www.asos.com or open the ASOS app with the account used for the order.
• Navigate to Help Centre → Contact us, then pick the most accurate topic (e.g., “Order not delivered,” “Return/refund,” “Faulty item”).
• Select the relevant order from the list; for guest checkouts, enter the order number from your confirmation email.
• Write your message clearly: one issue per submission, include key dates (order date, promised delivery window, return drop-off date), and state the outcome you want (replacement, refund, size exchange).
• Attach supporting files: delivery confirmation, courier tracking screenshots, photos of defects, and your return receipt. Make sure images are clear and legible.
• Submit to create the ticket. You’ll receive an on-screen confirmation and a follow-up via your account/messages and your registered email.

What to include so ASOS can resolve your issue in one reply

Most delays happen because advisors must request missing information. Including the right details upfront dramatically reduces back-and-forth and can turn a 48–72 hour exchange into a single-response resolution.

Use this checklist before you press send:

• Order identifiers: order number (from your confirmation), your full name, and the purchase email address.
• Item detail: product name/ID and size/colour for each affected item; quantity; whether you still have tags/packaging (for faults).
• Timeline: order date and ASOS’s estimated delivery window; date and time you received or attempted delivery; date you initiated or dropped off the return.
• Proof: courier tracking number and carrier name; return receipt or QR code confirmation; photos of defects or damages taken in good light, showing the label and the issue.
• Outcome requested: refund, replacement (include size), missing-item refund, or delivery fee credit if applicable.
• Address and contact: current delivery address and a reachable phone number in case the courier needs to coordinate (never include full card numbers).

Response times and realistic timelines

ASOS aims to respond to Help Centre messages within 24 hours under normal volume. During peak periods—major sales, November–December holidays, or regional disruptions—first responses can take 48–72 hours. Social DMs often receive faster triage, but you will still be asked for the same order details to proceed.

Returns and refunds have separate timings. After you hand your parcel to the carrier, allow up to 14 days for it to reach and be processed at the ASOS warehouse. Once processed, refunds typically post to your payment method within 5–10 business days, depending on your bank or card issuer. If you have a refund confirmation but no funds after 10 business days, contact your bank and then ASOS with the refund reference shown in your ASOS message.

Alternatives to email if you need faster help

Live chat is available through the Help Centre and app when agents are online. Look for the Chat option after selecting your topic. It’s best for delivery interceptions, address corrections shortly after ordering, or confirming return instructions. If chat is unavailable, submit a message and you’ll receive a reply as soon as an advisor picks up your case.

Verified social support: use private messages only. On X (Twitter) and Facebook, search for the verified ASOS customer care profile listed in the Help Centre at https://www.asos.com/help to avoid impersonators. State your issue briefly, then provide your order number and email in DM when asked. Do not post order numbers, emails, or addresses publicly.

Escalations, complaints, and written correspondence

If your case stalls, reply to the existing ticket (do not create duplicates) and state clearly that you are requesting an escalation review, summarizing the timeline and attaching any new evidence. ASOS can also conduct a delivery investigation with the carrier upon request; these typically take 3–7 business days depending on the courier.

For formal written correspondence (not returns), ASOS plc’s registered office is: Greater London House, Hampstead Road, London NW1 7FB, United Kingdom. Do not ship returns or products to this address; use the return method and label provided in your account. For region-specific consumer-rights routes, consult your local authority; ASOS outlines complaint options in their Help Centre policies.

Security and privacy when contacting ASOS

ASOS will never ask for your full card number, CVV, or online banking login via message, email, or social DM. You may be asked for partial card details (last 4 digits) to identify the payment method, but never the full number. If anyone requests sensitive data, stop and report it through the Help Centre.

When sharing photos, avoid including faces, full IDs, or unrelated documents in the frame. Screenshots should hide unrelated transactions. Keep conversations within the ASOS app, website Help Centre, or verified social DMs to ensure encryption and proper account linkage.

Template you can paste into the ASOS contact form

Subject: Order not delivered – request investigation and refund/replacement

Hello ASOS Support,

Order number: [XXXXXX]

Order date: [DD Month YYYY]

Estimated delivery window: [DD–DD Month YYYY]

Issue: The order shows as delivered by [Carrier + tracking number] on [Date/Time], but I did not receive it. I have checked with household members and neighbors, my safe place, and the delivery photo/location do not match my address.

Requested outcome: Please initiate a carrier investigation and process a [refund/replacement of Item A (size/colour), Item B].

Attachments: tracking screenshot, delivery photo from courier, my ID/address confirmation (if required), and a photo of my doorway/safe place for comparison.

My details: Full name [ ], delivery address [ ], contact phone [last 4 digits only if asked], account email [ ].

Thank you for your help. I’m happy to provide any further information needed.

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.

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.

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.

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!