Asos Customer FAQ

It can take up to an hour for your order to appear on your account once you've made a purchase. If you've been charged but your order is not appearing after that time frame, it's likely an issue with the order being processed. Though it may appear as though you’ve been charged, what you’re seeing is actually a pre-authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This pre-authorization will clear (and you will not be charged) since the order was unsuccessful. If the charge doesn't clear automatically, we recommend contacting your bank or card provider.

This sort of situation can be frustrating. If your return barcode isn't scanning at the post office, it might be due to damage or print quality issues on the label. We advise reprinting the return label and ensuring the print quality is high. Make sure the barcode isn't wrinkled or smudged, as this can interfere with scanning. If after these steps, it's still not scanning at the post office, you may need to seek help from a different post office to verify if their scanners can read your return barcode or not.

We understand that you need assistance with a return. Typically, you would use your order number or packing slip. However, if you don't have these, you can still proceed with the return by using the card or the account you used to place the order. Please pack the item securely and follow the return procedure on the Asos website. Additionally, if the email confirmation is missing, check your spam or junk folder, as sometimes the emails can end up there. Alternatively, if you have an Asos account, you can see your order history online, where you'll find the order number needed for the return.

If you can't see your order in your account, it's likely that you may have checked out as a guest or used a different email address. In these cases, your order details won't be linked to your account. However, you can still return your items. Check your emails for your confirmation where you'll find your order details. Follow the instructions there to process your return. If you still have problems finding your order, double-check your junk or spam folders in case the confirmation email ended up there.

Unfortunately, each return should have its own return label. This is because each label corresponds to the specific items you're sending back. Using the same label for multiple packages may create confusion and could possibly lead to your returns not being processed correctly. If your items won't fit into one package, you would need to print a return label for each package. This ensures each returned item is tracked and processed efficiently. We understand this might be little inconvenient but it's really important to ensure that your returns are managed accurately. Thank you for understanding.