Asos Customer FAQ

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.

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.

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.