How to complain to ASOS and ask Customer Care for a review
Create a personalised complaint letter asking for the outcome that fits your case — such as a refund, replacement or compensation where appropriate.
ParcelClaim is independent and is not ASOS. You can use ASOS’s official complaint routes for free. This page focuses on contacting the retailer and seeking review of an unresolved complaint.
Official ASOS complaint & contact options
Customer Care chat
Open the official complaints page and select Contact Us Now. Follow the assistant prompts and explain when you need further help from Customer Care.
Where to direct a complaint
ASOS says the teams able to resolve queries sit within Customer Care. The procedure checked does not list a separate complaint telephone number, email or postal route.
Step 1: make the initial complaint
Begin by saying that you are making a complaint about an order, rather than only requesting a tracking update. In the chat, give the order number and ASOS registered email so the adviser can identify the purchase.
- Explain the problem in a few sentences: what you ordered, what happened and the outcome you want.
- If a previous chat did not help, give its date and the reply you received.
- Keep a copy of your wording and the chat response before closing the session.
For a return or refund complaint, distinguish an item you sent back from an order that never reached you. That helps keep the conversation focused on the right transaction.
Step 2: escalate an unresolved complaint
The ASOS procedure says advisers will ensure a query reaches the right team if they cannot resolve it. It does not publish a separate named escalation team or a fixed complaint-response deadline.
As a practical follow-up, return to Customer Care, refer to the earlier conversation and ask for the unresolved points to be reviewed or passed to the appropriate team. Explain why the last answer did not address your evidence. This is a request for review, rather than a separate published escalation channel.
If there has been no reply, ask for an update on the original complaint and keep the new chat record alongside it.
Information and evidence to have ready
- Order number and the email address registered with ASOS.
- Order confirmation, relevant item details and the amount being disputed.
- Dates and copies of Customer Care chats, including any promised action.
- For returns: handover receipt, tracking and the items included. For delivery complaints: tracking or photographs relevant to the dispute.
Common ASOS order, parcel and refund complaints
- Order not received: use ASOS missing-order guidance for the underlying delivery steps; use this page to organise the complaint about the response.
- Return or refund still unresolved: identify the returned items and the refund you expected. If the return itself is missing, see lost-return help.
- Part of the order missing: list the items received and absent, with packaging evidence where available; see missing-item guidance.
Want ASOS to put the problem right?
Create a personalised complaint letter asking for the outcome that fits your case — such as a refund, replacement or compensation where appropriate.
Create My Complaint Letter — £2.99Tailored to your case • You send it yourself. For other issues, such as store service or finance-account complaints, use the official retailer routes above.
Official sources
Checked on 3 October 2026. The contact details and process descriptions above use these official sources; suggestions about preparing a complaint or requesting a review are ParcelClaim’s practical guidance. Confirm current details on the linked pages before contacting ASOS.
ParcelClaim is an independent self-help service, unaffiliated with ASOS. We do not contact the retailer or send your complaint for you.