The question we are asked most often is about how to talk to Asos customer service. Click here for contact information, email and chat options, getting a live person, wait times and more.
How do I contact ASOS customer service, other than on their CHAT system.
There is a link to the most up-to-date contact information right here on this page that you are viewing.
Asked Mar 17, 2026 10:15 AM
My drop 2 shop QR code isn’t being recognised. I received it yesterday and it’s not working today
If your drop 2 shop QR code isn't being recognized, ensure that you are scanning it correctly with the appropriate app or device. Check for any damages to the code that might affect scanning. If the issue persists, it's possible that there was a problem with the code generation or its validity. Please refer to the latest updates or guidelines related to drop 2 shop QR codes on this page.
Asked Feb 24, 2026 1:29 PM
How do I organise a return if the order is not showing on my account?
If your order is not showing in your account, check your order confirmation email for a return label or instructions. You can then follow the guidelines provided in the email for returning your items. If you need further assistance, there is a link to the most up-to-date contact information right here on this page.
Asked Jun 6, 2025 9:07 AM
Mon QR code de retour en point relais Mondial Relay ne fonctionne pas, comment changer de mode de retour ?
Pour changer votre mode de retour, vous devez d'abord vous connecter à votre compte Asos. Ensuite, accédez à la section de retours et suivez les instructions pour sélectionner un autre mode de retour. Si vous rencontrez des difficultés, il est conseillé de consulter les informations directement sur la page de retours pour obtenir des instructions précises.
Asked Dec 3, 2024 10:26 PM
I do not see my order and I have been charged
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.
We look to the Asos issues that customers have reported to GetHuman to decide which questions are the most common and how much time to spend researching how to solve them.